Virgin Money plc
Financial Ombudsman decision DRN4586783 Not upheld
Not upheldoutcome, as published by the Ombudsman
£100redress stated in the decision
Mon Feb 09deadline 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
Mortgage administration, Service failure
In the Ombudsman’s words
Virgin Money admitted it had not followed its standard procedure, and that in accordance with its process it should have informed Mr and Mrs A of the valuation and its impact on the mortgage available to them.Mortgage administration
Virgin Money didn’t follow its process and I consider this to be poor customer service.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN4586783.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.