Virgin Money plc
Financial Ombudsman decision DRN9827591 Not upheld
Not upheldoutcome, as published by the Ombudsman
£150redress stated in the decision
Sat May 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
Miss Q complains that Virgin Money Plc (“Virgin”) have not upheld her chargeback request.Card dispute or chargeback
The call agent at Virgin told Miss Q her money would be returned to her account but he returned it to her current account by mistake and failed to explain to Miss Q that, if the merchant successfully disputed the chargeback, the money could be taken back.Complaint handling
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN9827591.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.