Virgin Money plc
Financial Ombudsman decision DRN3187494 Not upheld
Not upheldoutcome, as published by the Ombudsman
£25redress stated in the decision
Mon Mar 19deadline 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
Complaint handling, Service failure
In the Ombudsman’s words
Mr S complained to Virgin Money and asked for compensation for the extra time he spent going to the branch with the additional identification.Complaint handling
Virgin Money accepts it should’ve told Mr S that he needed to bring two forms of identification before his meeting to set up the new ISA.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN3187494.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.