Virgin Money plc
Financial Ombudsman decision DRN-5257987 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Tue Apr 01deadline 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, Complaint handling
In the Ombudsman’s words
Miss M is unhappy with Clydesdale Bank Plc trading as Virgin Money. Miss M said she’s having constant issues when she tries to log in or use the Virgin Money banking app.Identity checks and access
I think Virgin could have provided Miss M a better service when it came to returning her calls.Complaint handling
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5257987.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.