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Clydesdale Bank Plc

Financial Ombudsman decision DRN-4504133 Upheld

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

Treatment in financial difficulty, Service failure

In the Ombudsman’s words

Mr R gave the call handler multiple opportunities to tell him how he could make a payment, or to take the payment herself, or to transfer him to someone who could treat a customer in arrears positively and sympathetically.Treatment in financial difficulty

I’m satisfied that Virgin Money should pay Mr R compensation for the poor service he received on this call.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4504133.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.