Clydesdale Bank Plc
Financial Ombudsman decision DRN-6224636 Upheld
Upheldoutcome, as published by the Ombudsman
£200redress stated in the decision
Wed Apr 29deadline 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
Mr R called Virgin Money in January 2025 having suffered a bereavement. He says the agent he spoke to showed no understanding or empathy.Support for vulnerable customers
Virgin Money investigated Mr R’s complaint and agreed that the level of service he’d received had fallen below the high standards it aims for.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6224636.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.