Virgin Money plc
Financial Ombudsman decision DRN8950133 Upheld
Upheldoutcome, as published by the Ombudsman
£50redress stated in the decision
Sun Aug 25deadline 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
Virgin didn’t take the chance to reassure her. Instead, I felt it probably made things worse.Complaint handling
Virgin had sent the card to the wrong address, and to a postcode that didn’t exist.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN8950133.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.