Not upheld: poor customer service and inadequate handling of bereavement disclosure complaint against Clydesdale Bank Plc trading as Virgin Money

Decision detail

Summary

Mr R complained that Virgin Money failed to show understanding or empathy when he called in January 2025 following a bereavement, and also complained about poor service during a November 2024 call about account interest changes. Virgin Money acknowledged the service fell below its standards and offered £200 compensation. Mr R rejected this and escalated to the ombudsman. The ombudsman found the calls did fall below Virgin Money's standards but determined the £200 compensation offer, apology, and feedback provided to the business area constituted a fair resolution.

The Ombudsman's reasoning

The ombudsman found that while the agent could have expressed condolences and signposted to the bereavement team, the agent was attempting to help by asking what support was needed. The ombudsman agreed the calls fell below Virgin Money's standards but considered the apology and £200 compensation, combined with feedback given to the business area, to be a fair resolution. The ombudsman also determined that a complaint solely about complaint handling could not be investigated.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website