ISA transfer from Virgin Money to Barclays declined (cannot locate account) - how to proceed?

inspectorperez

sparkyspark said:

Virgin rang today and offered £200 compensation to finalise my complaints, which I've accepted. 

A phone call from Virgin - absolutely amazing!!

Please post again when you have received the compensation.

Even though I'm stuck with Virgin for another 2 years on Fixed Term ISAs, I will definitely "take the cash" at maturity just to get away from them despite the loss of ISA status!

Having been a former Northern Rock customer for donkey's years, I have tried to give Virgin the benefit of every doubt possible, but they are too far gone now IMO when you continue to read for example the anecdotal information on here and Trustpilot!

sparkyspark

inspectorperez said:

sparkyspark said:

Virgin rang today and offered £200 compensation to finalise my complaints, which I've accepted. 

A phone call from Virgin - absolutely amazing!!

Please post again when you have received the compensation.

Even though I'm stuck with Virgin for another 2 years on Fixed Term ISAs, I will definitely "take the cash" at maturity just to get away from them despite the loss of ISA status!

Having been a former Northern Rock customer for donkey's years, I have tried to give Virgin the benefit of every doubt possible, but they are too far gone now IMO when you continue to read for example the anecdotal information on here and Trustpilot!

Virgin have just phoned again and offered my wife £85 compensation to finalise her complaint, which has also been accepted.

Both compensation payments should be paid into our Virgin Current Account within the next ten days, will update when it's arrived.

sparkyspark

Update as requested inspectorperez said:

sparkyspark said:

Virgin rang today and offered £200 compensation to finalise my complaints, which I've accepted. 

A phone call from Virgin - absolutely amazing!!

Please post again when you have received the compensation.

As requested, both compensation payments totalling £285.00 have now been paid into our joint Virgin Current Account.

Ulrich

I received a letter from Virgin Money in which they accept responsibility for long waiting on the phone but deny any mishandling of the transfer request pointing that it's all Barclays fault.
VM offered me some compensation and want me to sign an offer acceptance form, that reads "I accept the offer detailed in the final response letter. I .. agree with the amount offered to resolve my complaint".

I assume I can accept that compensation and still escalate my complaint to the Financial Ombudsman service regarding the facts that VM denies, is that correct?

Speaking about FO, I'm thinking of complaining about Barclays first and see what they find out and then use that information to complain about Virgin Money.
Does it make sense or it's better to make both complaints at the same time as it'll take FO several months to deal with it and I may miss a deadline for the VM complaint?