Staff I spoke to on the phone tried to help, but were not as equally knowledgeable about what could cause problems in registering. Finally spoke to someone who realised what the problem was and patien... See more
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Review summary
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What people talk about most
Reviews shaping this summary
Overall positive I have had good service from Clydesdale and then virgin money for many years. I have closed my accounts with them for various reasons, but not due to any issues with them. When closi... See more
Company replied
Overall I've been happy with setting up my Virgin Money Card. The only issue, which VM could and should fix, is that balance transfers from American Express don't work. On application, I completed... See more
Company replied
Have been trying to contact a nearby branch to withdraw some money which requires advance notice (there's no longer a branch in my town). I've contacted Customer Services on two separate days to be t... See more
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Company details
Written by the company
Virgin Money is the UK’s 6th largest bank and a proud member of the Virgin Group. By making banking better, we aim to deliver on our purpose of ‘Making you happier about money’, offering award-winning products and services to meet the full range of our 6.6m customers' retail and business banking needs. Our strategic ambition is to be the UK’s best digital bank.
Contact info
United Kingdom
- uk.virginmoney.com
3.1
Average
13K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 98% of negative reviews
Typically replies within 24 hours
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Totally disinterested in the customer Until recently Virgin would get 5…
Until recently Virgin would get 5 stars. Always helpful and diligent. Now as part of Nationwide ??? The 2 advisers I spoke with today were not helpful and definitely not interested I had a very simple question to confirm whether I have to pay interest on a small portion of money taken out of my previous isa (the rest was reinvested .... ) one advisor who had an appallingly long call delay between answers ended the call. The 2nd told me I would have to pay tax but she couldn't advise me and told me to contact the tax office for information !!! Surely if a company is taking your money for investment they should have some idea of financial responsibility... When my isa matures it will most definitely be transferred to a business that supports its customers
September 15, 2026
Unprompted review
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One star is too many
One star is too many. Try opening an ISA with these people and they will drive you to insanity. The website is an entangled mess, eventually you will have to telephone them for instructions on how to dig out a ISA transfer form buried about 10 layers deep which you then have to post to them. You will be there for hours .
September 15, 2026
Unprompted review
Reply from Virgin Money UK
Hi, thanks for bringing this to our attention.
We apologise that you've had some issues trying to open and ISA with us, and making the transfer, as this isn't the usual process or the type of service we aim to provide.
We'd recommend calling the team to get an update and to see what's happening and why the post is needed. You can reach our team on 0345 608 1604, they're available Mon-Fri 8am-6pm, Sat 8am- 3pm, & Sun 10am-1pm (+44 141 621 5620 from outside the UK).
They'll be able to investigate this to ensure it doesn't happen going forward.
Thanks, Virgin Money
Taking forever to deposit cheque
Possibly the worst bank ever, having to constantly call back on a cheque I deposited 5 weeks ago, they keep saying they’d call back or give updates but no one ever does and I’m constantly having to chase. How can a bank take this long? Also the nearest branch is 3 hours away so won’t recommend, still having to call them on this and just want my cheque back if it’s going to take this long.
September 15, 2026
Unprompted review
Reply from Virgin Money UK
Hi Zara, thanks for bringing this to our attention.
We apologise that you've been having some time delays with the deposited cheque, as this isn't the type of service we aim to provide.
It very unusual to take this long and we'd recommend calling the team to get an update and to escalate this further. Our team will be able to investigate this and give you an update on what seems to be happening as something doesn't seem to be right.
You can find our opening times and contact details here: https://uk.virginmoney.com/contact/
Thanks, Virgin Money
Thank you, Lee Ashe
I spoke to a young lady, Lee Ashe, regarding my newly opened business account. Lee was efficient, friendly and very knowledgeable. I usually receive a feedback questionnaire but didn’t on this occasion, I was looking forward to filling it in to give Lee the acknowledgment she deserves. I hope management read this and reward Lee appropriately. Thank you, Lee, it was a pleasure to speak with you, today.
September 15, 2026
Unprompted review
Reply from Virgin Money UK
Hi Tricia, thanks for giving us a glowing 5-star review!
We're delighted to hear that the experience you had when speaking with Lee was such a positive one, and we've shared this feedback with the relevant team.
It’s wonderful to hear that you’re happy with our service, and we’ll continue working hard to provide you with the best possible experience moving forward.
Take care, and have a great week ahead.
Thanks, Virgin Money
Application was easy and I got the card…
Application was easy and I got the card within a week
September 1, 2026
Unprompted review
Reply from Virgin Money UK
Hi Sarah, thanks for opening an account with us.
We're glad to see that you're now on board, and that the card has came nice and quick, ready for it to be used (we hope on something nice).
Please let us know if there is anything we can do for that 5th star!
But in the meantime, take care and have a lovely day.
Thanks, Virgin Money
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Card or pin have not arrived
Card or pin have not arrived. Can't blame Royal Mail as other post has arrived. Can't do anything on the app until this card arrives either.
I called customer support. The agent, I'm sorry to say this was worse than useless. He asked me around 7 or 8 different security questions as if I was lying. Any question I asked he was very hesitant and couldn't answer. He claims hes sent a replacement but I dont trust this. I will be contacting again to cancel as this is an appalling first experience
September 14, 2026
Unprompted review
Reply from Virgin Money UK
Hi Sarah, thanks for bringing this to our attention.
We can only apologise that you've not received your Card via post with the Royal Mail as of yet, it can take up to 7-10 working days to be received.
More than likely, as a replacement card has been ordered, this has gone beyond that timeframe.
No PIN is sent via post, as once you have the Card you can view it in our App. But a PIN can be sent via post should you wish without needing to call the team: https://uk.virginmoney.com/credit-cards/manage-your-card/#card-pin
Thanks, Virgin Money
Great communication via emails
Great communication via emails, everything is straight forward and easy to to follow and understand. 100% recommend
September 1, 2026
Unprompted review
Reply from Virgin Money UK
Hi David, thanks for going out of your way to leave us the 5-star review!
We're glad to see that the communications have been easy for your to follow and understand, as this is the type of service we aim to provide.
Please take care and have a lovely day.
Thanks, Virgin Money
My virgin credit card seems to change…
My virgin credit card seems to change amounts on the App.
One minute it shows how much you owe then a complete different amount later.
Not happy I will close this credit card
September 14, 2026
Unprompted review
Reply from Virgin Money UK
Good morning, thanks for heading over to give this feedback.
We're really sorry to hear that the App was showing different amounts when checking the balance, and it's disappointing to see that this has led to you looking to close the account.
Please make sure the App is fully up-to-date, and there are no pending updates available. If the issue persists, please try uninstalling and reinstalling the App.
Thanks, Virgin Money
I wanted to say thank you to ADEDOTUN…
I wanted to say thank you to ADEDOTUN AA at virgin money today. He sorted my issue/problem out in minutes. It's has taken a month to deal with this issue , where others couldn't he excelled. He was professional and efficient and understood the problem and dealt with it methodically.
September 14, 2026
Unprompted review
Reply from Virgin Money UK
Hi, thanks for going out of your way to leave us this 5-star review!
We apologise that you've had this issue for some time, but glad to see Adedotun has been able to get this all sorted for you, as this is the type of customer service we aim to provide.
Please take care and have a lovely day.
Thanks, Virgin Money
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VIRGIN. FAILURE NO LEGAL STANDING. We have held the same account for over…
I wrote a review of Virgin on 14/09/2026. Answered 14/09/2026. A total waste of their pre formatted response. The information they give is inaccurate as NO help from ANY of the CS numbers. The “chat” system is even worse than the “unusually high volume of calls” recorded messages. Remove the one star and go into minus.
Review reads
My wife and I have held the same account for over 26 years. Steady pension money in and household billing DD’s going out.
No debt.
My mother died and I got an inheritance.
Last week I got email from Virgin “REQUIRING” me to provide all the details of our income AND what we are spending our money on.
No explanation by Virgin as to why they want said no or basis for requiring.
I have to supply or threat to close our 26 years old account, not once in debit, always in credit.
I thought it a bogus scam email but it’s real.
There is no illegality or reason to think I am involved in wrong doing.
I have put it in writing in a complaint, 5 days ago make the allegations if any and investigate. No response
Mums estate still in probate.
I am threatened with account closure. No £ in or DD’s out and whatever is to happen to our savings has not been stated.
No response by Virgin to my phone calls or my email including a formal complaint.
The handling of whatever this is (George Orwell style) has been beyond appalling.
I have called and the staff I have spoken with clearly state that they have no clue as to how to help / have never heard of such a thing or not surprisingly probably think me demented.
I am far beyond angry and upset
They, Virgin simply do not care. Their response to this review proves they haven’t read the review, the complaint, notes on account before pasting an auto response.
CS who responded this NOT WORTH THEIR SALT in old terms
September 10, 2026
Unprompted review
Reply from Virgin Money UK
Hi David, thanks for bringing this to our attention.
We're very sorry to hear about your unfortunate loss, please take our thoughts and prayers with you.
We apologise that you've been having some issues through these trying times, as this isn't the type of customer service we aim to provide.
To make you aware, we have a Specialist Support team that you can chat to at any time. They can find out ways to see how we can make banking with us easier, which would be tailored to yourself, for both your own wellbeing, and your financial wellbeing. You can call them on 0800 917 2977, they’re available between 9am-5pm from Mon-Fri. Should you think of anything we can do, please let us know.
We'd recommend linking in with the team directly to get to the bottom of this and see what is going on, you can reach them team on 0800 012 1590, they're available Mon-Fri between 8am-6pm, Sat 8am-3pm, and Sun 10am-1pm. They can help investigate this further so we can provide a clearer picture about what is happening to prevent any further delays/issues.
When you log a complaint with us, if there's no resolution within 5 days, we'll send you a letter to inform you that we have up to 15 days to resolve a payment complaint, and up to 56 days on non-payment complaints.
If we breach of these timescales, you'll then have your right to take this to the Ombudsman.
However, once your complaint is allocated to a handler, they'll contact you to confirm the complaint details to make sure we have the correct information.
You can contact our Complaints Team on 0345 266 1244, they’re available Mon - Fri between 9am - 5pm
Thanks, Virgin Money
The chat team are absolutely powerless…
The chat team are absolutely powerless to unblock your card ! Even though I’ve spoken to fraud to get unblocked still blocked and they are shut today 2nd day they are NoT a Good Bank stay well away , I’ve been with them for 40 years and the customer service is not good
September 12, 2026
Unprompted review
Reply from Virgin Money UK
Hi Phil, thanks for heading over to give this review.
We're really sorry to hear that your card has been blocked, and you haven't had any luck in getting the block removed.
If you could please securely contact our expert team, they'll be able to take a closer look into this and support you in getting the card unblocked from there. You can find their contact number, and opening times here: https://uk.virginmoney.com/contact
We hope this is all sorted for you soon.
Thanks, Virgin Money
Inconsistent quality of help
Staff I spoke to on the phone tried to help, but were not as equally knowledgeable about what could cause problems in registering. Finally spoke to someone who realised what the problem was and patiently helped me get up and running. That member of staff would get 5 Stars.
September 11, 2026
Unprompted review
Reply from Virgin Money UK
Hi Mrs Arcanum, thanks for bringing this it our attention.
We apologise that you've had some issues registering, and that the first agent wasn't able to help you, but we're glad that the following agent after being transferred has got this all sorted for you.
we'll pass this feedback to our team for future improvements and training.
In the meantime, please take care and have a lovely weekend.
Thanks, Virgin Money
I am abroad on holiday and Virgin have…
I am abroad on holiday and Virgin have blocked my app and said to phone them. This is impractical so I sent a complaint email and told them I could not phone. 4 days on I have had nothing but a couple of communications (one being a text saying to phone them!) that are of no consequence. My money is blocked and I am losing interest by not being able to transfer it out of their low interest account. They make no response to comments I make, give no indication of what is happening other than to say they have emailed another team. They behave like trained cyborgs that have only the most basic elements in their thought process implanted with no empathy. I fully expect a reply on here from Virgin suggesting I ring or email customer services!
The big shame is the current account and app are quite good. The humanoids are rubbish and that says to me time for pastures new. Bruce
Update - sure enough Virgin have replied to my review and done exactly what I predicted. They really are pointless and care not a jot about their customers.
September 11, 2026
Unprompted review
Reply from Virgin Money UK
Good afternoon, thanks for giving us a review.
We're really sorry to hear that your App has been blocked, and that you haven't received a response to your email so far. We can assure you that this isn't the level of service we aim to provide, and apologise for any inconvenience caused by this situation occurring.
Should you wish to make a complaint in relation to this, you're welcome to do so. You can get the ball rolling by sending an email to customerrelations@virginmoney.com, and they'll take it from there.
You can also find more information relating to our Complaints' procedure over here: https://uk.virginmoney.com/service/complaints/
Once our team has reviewed the situation, they'll reach out to you directly with an update.
We hope this is sorted for you soon.
Thanks, Virgin Money
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Won't accept Debit card as extra payments
Can't pay into your card at anytime using the App and a Direct Card.
THIS IS NOT ADVISED ON SIGN UP.
You either DD or have to call.
This is more of a stumbling block, as I realy can't be bothered to be making a phone call to pay an extra £200 each week.
Will close the card ASAP.
September 11, 2026
Unprompted review
Reply from Virgin Money UK
Good afternoon, thanks for heading over to give this review.
We're really sorry to hear that you're looking to close the account due to the payment options not meeting expectations.
After getting customer feedback, we made the change to remove the option for paying via Debit Card, as the overall preference from our customers was a focus on paying through Bank Payments, or Faster Payments directly to us.
You can find the full breakdown of the available options for making payments (Direct Debit, Bank Payment, Faster Payment, over the phone, or via post/branch) on our FAQs here: https://support.virginmoney.com/subtopic/pagecontent/article/KA-01708/
We'll certainly take the feedback you have shared into consideration when moving forward.
Thanks, Virgin Money
Calling customer service for 2 hours!
I moved to abroad. I need to change my details by calling customer service team as I was informed online chat.
I tried it for 2 hours but every time the line seemed to ‘connected’ then keeps cutting off.I wonder how much international calls will be…..I then contacted online chat to find alternative ways but been told to keep trying. I’m stuck and very frustrated.
September 11, 2026
Unprompted review
Reply from Virgin Money UK
Good afternoon, thanks for taking the time to give this review.
We're really sorry to hear that you haven't had any luck in connecting with the team so far to get your details updated. We can understand the frustration this can cause, and we'd love to help.
You can find the contact number and opening times for our expert team on our website here: https://uk.virginmoney.com/contact/
If you were to call the international number from a landline (e.g. payphone, library, hotel) then the operator can get the charges reversed for you.
Once you get in touch with the team, they'll be able to assist in getting the details updated for you from there.
We hope this is all sorted for you soon.
Thanks, Virgin Money
Totally shocking service
Totally shocking service ! For 3 days I’ve been trying to get a simple issue sorted ! Just keep getting passed around from one to another as no one has a clue what’s going on ! Then after that they always just decide to cut me off and it starts all over again. Totally pathetic !!
September 11, 2026
Unprompted review
Reply from Virgin Money UK
Hi Gary, thanks for heading over to give this feedback.
We're really sorry to hear about the experience you've had recently, and that the call was dropped unexpectedly, and we can assure you this is not the level of service we aim to provide.
To ensure you are getting through to the right place, if you could please reach out to our expert team directly - you can find their contact number and opening times here: https://uk.virginmoney.com/contact
We hope this is all sorted for you soon.
Thanks, Virgin Money
Banking with this company for 50years…
Banking with this company for 50years with the previous owners had so many problems in one day will definitely switch when we return from holiday
Disappointed
September 10, 2026
Unprompted review
Reply from Virgin Money UK
Hi Derron, thanks for bringing this to our attention.
We're very sorry to see that after 50 years as our customer, we've not been able to provide the service we aim to provide.
However, we'd like the chance to be able to restore some faith and get to the bottom of this. You can use the Live Chat in our App, send a Secure Message online, or call our team. You can find our contact details and opening times here: https://uk.virginmoney.com/contact/
We hope that once this is all sorted, that you have a lovely holiday.
Thanks, Virgin Money
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I was extremely pleased with how simple…
I was extremely pleased with how simple and straightforward the business account application process was. Everything was easy to understand, and I was impressed by how quickly the accounts I needed were opened and made available. Overall, it was an excellent and efficient experience.
September 8, 2026
Unprompted review
Reply from Virgin Money UK
Hi Gary, thanks for taking the time to give this shining 5-star review!
Your review has truly made our day! We're pleased that you had such a great experience with us, and you've found everything to be clear, and straightforward.
We’ll continue working hard to provide you with the best possible experience, and your satisfaction is our top priority!
Take care, and have a great week.
Thanks, Virgin Money
I have a 85 year old relation who rents…
I have a 85 year old relation who rents and needs to change a standing order to a new estate agent. Doesn't do any online banking and no mobile phone. How can a standing order be set up because two customer advisors have so far said no. I am at a loss of what to do. ??
September 9, 2026
Unprompted review
Reply from Virgin Money UK
Hi Sam, thanks for heading over to give this review.
You've asked a great question, and there are a couple of options on how to get the Standing Order set up, which are as follows:
- You can write in to us, with the request to set-up the Standing Order making sure to include the details of the amount and where the funds are being sent to, alongside a cover letter with name, and address. The address to mail us is: Virgin Money, Sunderland, SR43 4JB
- OR, you can head into any of our Virgin Money branches, and they'll be able to help with getting this all set up. You can find the local branch and opening times here: https://uk.virginmoney.com/branch-finder/
We hope this is sorted for you soon.
Thanks, Virgin Money
I was very happy with the experience
I was very happy with the experience. The whole process was quick, straightforward and easy to understand. Everything was clearly explained, and opening the account was completed much faster than I expected. Overall, it was a smooth and hassle-free experience.
September 9, 2026
Unprompted review
Reply from Virgin Money UK
Hi there, thanks for giving us an amazing 5-star review!
We're delighted to hear about your quick, straightforward process and that everything was clear.
Welcome to Virgin Money - It's great to have you with us.
Take care, and have a great rest of your week!
Thanks, Virgin Money
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