Upheld: failure to apply promotional offer, incorrect fee calculation, irresponsible customer service complaint against Clydesdale Bank Plc trading as Virgin Money

Decision detail

Summary

Mrs T complained that Virgin Money failed to apply a 0% promotional offer to a £2,200 money transfer on 2 May 2025. The agent provided inconsistent information about the offer duration and failed to apply it, resulting in Mrs T being charged interest and an incorrectly calculated £110 fee instead of £77. Mrs T had to make several calls to resolve the issue before Virgin Money acknowledged the error, refunded the interest, and offered £75 compensation. The ombudsman upheld the complaint and increased the compensation to £150, finding the initial amount insufficient given the repeated errors and inconvenience caused, particularly as Mrs T was experiencing housing difficulties.

The Ombudsman's reasoning

The ombudsman found that Virgin Money's agent provided inconsistent and confusing information about the promotional offer, failed to apply it, and incorrectly calculated the fee. The error caused Mrs T to be charged interest and required her to make multiple calls to resolve the matter. The ombudsman considered this caused Mrs T ongoing frustration and inconvenience, particularly as she was experiencing housing difficulties at the time. The initial £75 compensation was insufficient given the repeated errors and the time Mrs T spent trying to resolve the matter.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website