Confusing info from Gladstone Brookes and offer of refund from Virgin Money

Sixpencebit

Hi there - does anyone know if you can still access the refund/compensation if you missed the deadline for responding to the bank in question. I'm very frustraated that we were sent a letter from Virgin Money stating I was due over £1000 in'refund'. Unfortunately due to Covid-19 we were away from our house and only opened the letter this week. It was dated 30th June 2020 but may have arrived late due to Covid-19. I did receive text messages from Gladstone Brookes this week but these were confusing as first they told me that my case was closed. GB also referred to Clydesdale/Yorkshire Bank in the texts and my letter was from Virgin Money. i know they are part of the same company now but this confused the picture. Also GB texts did not state clearly YOU HAVE BEEN AWARDED COMPENSATION  - instead it was a vague message about sending documents - they're always asking for documents so I had no idea this was to do with a successful claim. VERY FRUSTRATING. Also on the front page of the letter from Virgin is very obtuse on the first page - nowhere does it state you have been successful - that is quite hidden on the back pages which feels a bit sneaky. have sent off the 'Acceptance letter' to Virgin and I'm hoping they will still give me the compensation. Has anyone else had this issue?

brettcta

Eh?          

[Deleted User]

Ring VM and ask them if the offer can still be accepted. VM rebranded the other banks starting in June 2019 but your product was with one of the other ones so makes sense you complain about sale on one brand but the new owner replies in their own branding

Using a claims firm caused all this issue as you can see how incompetent they are