Clydesdale Bank Plc
Financial Ombudsman decision DRN-5895162 Partly upheld
Partly upheldoutcome, as published by the Ombudsman
£100redress stated in the decision
Thu Jan 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
In the Ombudsman’s words
I don’t think Virgin Money acted reasonably here. Firstly, they explained to Ms E they were considering a chargeback out of nowhere, when Ms E has made it clear she wanted to make a s75 claim. And secondly, Virgin Money hadn’t given an answer on the merits of the s75 claim, when they should have, as Ms E has sent in everything she wanted to submit.Service failure
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5895162.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.