Clydesdale Bank Plc
Financial Ombudsman decision DRN-4170850 Not upheld
Not upheldoutcome, as published by the Ombudsman
£100redress stated in the decision
Wed Feb 07deadline to accept (not the decision date)
The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.
What this decision was about
Complaint handling, Service failure
In the Ombudsman’s words
I think, the total payment of £100 compensation for this and the poor complaint handling is reasonable in recognition of problems he found when trying to use statements via its mobile app.Complaint handling
Virgin apologised for the poor customer service Mr J had experienced by being passed to different agents before speaking to the correct departmentService failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4170850.pdf on financial-ombudsman.org.uk.
The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.