Clydesdale Bank Plc
Financial Ombudsman decision DRN-5572799 Upheld
Upheldoutcome, as published by the Ombudsman
£347redress stated in the decision
Wed Jul 02deadline 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
Card dispute or chargeback, Complaint handling
In the Ombudsman’s words
He then brought a complaint to our service. While the complaint has been with us, Virgin Money has secured the initial refund of £5,900 from the dealership. It has also paid Mr W £614.67 (comprising his card repayments, interest on these, and £150 in recognition of the delay in it dealing with things).Card dispute or chargeback
She also thought about Mr W having paid for a hire car, and then buying another car, which broke down. But, as she felt there wasn’t enough evidence of the first car having been modified, she didn’t think consequential losses should be considered. Our investigator also looked at the figures on the paperwork, and what Mr W had actually paid. And she found a discrepancy of £97.50. There’s been no explanation of what this was for, so she thought it should be returned. Finally, she considered the delays there had been. Mr W had raised a claim with Virgin Money on 12 September 2023, but it wasn’t until May 2024 and July 2024 that he received any refunds. She felt this warranted an additional £100 compensation, bringing the total for this aspect of the complaint to £250.Complaint handling
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5572799.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.