Reply To: Virgin Credit Card cashback experiences?

[JDB]

Molly wrote:

Its now 4 months since raising my original complaint. The last email from Virgin stated “we would still like the opportunity to resolve this with you as soon as we can”. Any advice on how long to wait before contacting the ombudsman?

If you have made a formal complaint (ideally acknowledged as such) without a final response after eight weeks you can go to the Ombudsman. However, given that a resolution from the FOS might take many months, I would write a registered letter to VM giving them a week (ten days from posting) to provide a final response failing which you will escalate to the FOS. I’m quite surprised that Virgin didn’t contact you close to the eight weeks mark. Unless you can offer some evidence to the FOS, your case may be a bit touch and go.