Clydesdale Bank Plc
Financial Ombudsman decision DRN-4323890 Partly upheld
Partly upheldoutcome, as published by the Ombudsman
£200redress stated in the decision
Thu Sep 28deadline 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
Support for vulnerable customers, Service failure
In the Ombudsman’s words
Ms T complains that Clydesdale Bank Plc (trading as Virgin Money) has failed to offer reasonable adjustments to assist her with exchanging cash which is no longer in circulation for new notes.Support for vulnerable customers
I acknowledge that Clydesdale did go back on what it said it would do more than once, which is why I recommended that it pay Ms T £200 compensationService failure
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4323890.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.