Virgin Money plc
Financial Ombudsman decision DRN7865993 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Mon Apr 16deadline 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
Virgin Money suspended the interest on the payment while they waited for Mrs J to give them information on her complaint. When they received the information, they started a chargeback and applied a temporary credit of around £5,000 to her account.Card dispute or chargeback
Virgin Money agreed they hadn’t been clear. They agreed to refund half the value of the things Mrs J had bought since the temporary credit had been applied – and not charge any interest on the other half.Complaint handling
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN7865993.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.