Clydesdale Bank Plc
Financial Ombudsman decision DRN-4275633 Partly upheld
Partly upheldoutcome, as published by the Ombudsman
£60redress stated in the decision
Fri Sep 08deadline 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
Identity checks and access, Service failure
In the Ombudsman’s words
Mrs G attempted to make a debit card payment, but the payment was rejected as she was unable to complete Virgin Money’s two stage verification process.Identity checks and access
Mrs and Mr G complain that Clydesdale Bank Plc trading as Virgin Money provided them with poor customer service.Service failure
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4275633.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.