Virgin Money plc
Financial Ombudsman decision DRN8254752 Upheld
Upheldoutcome, as published by the Ombudsman
£200redress stated in the decision
Mon Nov 04deadline 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
Ms N complains about the way Virgin Money plc handled a chargeback request.Card dispute or chargeback
Virgin Money has confirmed it should have written to Ms N but can’t find evidence that it did. It’s also confirmed it missed opportunities to explain the process over the phone when Ms N called.Complaint handling
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN8254752.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.