Virgin Money plc
Financial Ombudsman decision DRN9883929 Partly upheld
Partly upheldoutcome, as published by the Ombudsman
£100redress stated in the decision
Tue May 29deadline 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
Interest and rates, Service failure
In the Ombudsman’s words
I don’t require Virgin to reinstate her rate of interest to 17.48% because I’m satisfied Virgin is allowed to apply its standard rate of interest as per the terms and conditions.Interest and rates
I’m satisfied this part of her complaint was never resolved. Although Virgin has told this service how H can access her messages I’m of the opinion it should have explained this directly to H sooner to resolve the issue.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN9883929.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.