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
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
wish they would use landline - mobile coverage here very poor - customer service very helpful
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
Company replied
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
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 98% of negative reviews
Typically replies within 24 hours
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Clear and simple
The whole application and start up process was easy and clear.
September 23, 2026
Unprompted review
Reply from Virgin Money UK
Hi Rob, thanks for your positive feedback.
We're glad you found the process easy and clear - exactly what we aim for!
Thanks, Virgin Money
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Credit card application
I applied for a credit card. The process was very straightforward. I got a positive decision very quickly.
September 10, 2026
Unprompted review
Reply from Virgin Money UK
Good morning Mike, thanks for taking the time to share your excellent experience!
We're so happy that the process was as straightforward and efficient as we aim for - we understand the importance of these decisions!
Enjoy the rest of your week, and Welcome to banking with us!
Thanks, Virgin Money
I had a fixed bond with Virgin that was…
I had a fixed bond with Virgin that was finishing. I chose a new bond to transfer the money to, which turned out to be with Nationwide who had taken over. No problem I thought they had got to be better than Virgin. The full amount of the Bond was supposed to be in the new Nationwide bond 7 days ago, it hasn't transferred to Nationwide it was moved to the low interest account with Virgin. I was on the phone to Virgin yesterday then waiting for a return call for hours. Finally got a voicemail to contact them again which involved another long queue. Only to be told 'they will TRY and transfer the money in the next couple of days. HOW LONG DOES IT TAKE TO TRANSFER MONEY???? Avoid Virgin at all costs.
September 22, 2026
Unprompted review
Reply from Virgin Money UK
Hi Kev, thanks for heading this way to share your feedback on a difficult transfer of funds between accounts. We're sorry this hasn't been as smooth as expected!
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/.
We hope this is all sorted for you soon.
Thanks, Virgin Money
Avoid - impossible to contact
Avoid.
Simple credit card query, they don’t pick up or disconnect you. no way to contact via online chat when busy as they seem to throttle access.
Complaints a waste of time.
Try AMEX instead, instant customer chat and solve issues.
[edited filling reply: they give you the benefit of the doubt that you contacted them numerous time and disconnected as they have no records? Who would waste thier time raising a complaint otherwise. The app doesn’t provide contact and not available, per complaint. Below feedback says it all]
August 12, 2026
Unprompted review
Reply from Virgin Money UK
Hi Richard, thanks for taking the time to leave your feedback today.
We're very sorry to hear that a simple query hasn't been provided at the first point of contact.
If you have access to our Credit Card App, you'd be able to head that way to ask an Agent to handle that query with you. Or you can even head to one of our Social platforms like X, Facebook or Instagram where we'd be more than happy to help with general queries on the Card.
Thanks, Virgin Money
Excellent software and updates
Excellent software and updates, ease of use and access, fast noting of costs etc well done Virgin
September 20, 2026
Unprompted review
Reply from Virgin Money UK
Good morning Keith, thanks for going out of your way to leave us this Excellent 5-star review!
We're glad to see that the updates when applied, the process has been easy for you after!
Please take care and have a brilliant rest of your week!
Thanks, Virgin Money
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My husband has had his account frozen…
My husband has had his account frozen phoned virgin no help since Friday phoned again someone is supposed to be ringing today or tomorrow still not getting the matter resolved
September 21, 2026
Unprompted review
Reply from Virgin Money UK
Morning Karen, thanks for heading over to leave your feedback on your husbands frozen card.
We're really sorry to hear that their card has been blocked, and you haven't had any luck in getting the block removed! If you've been told a callback will take place, you should expect that within 72 hours.
If you want to speed that process up, could please securely contact the team needed. They'll be able to take a closer look into this and support you both 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 resolved as soon as possible.
Thanks, Virgin Money
The Virgin Money community account…
Virgin Money have a community account for groups such as ours, a bowel cancer support group, with up to 10 free transactions per month. Why would any community group with few monthly transactions go anywhere else? Add to this the friendly and helpful staff and it becomes a "no-brainer".
September 18, 2026
Unprompted review
Reply from Virgin Money UK
Hi Stuart, thanks so much for your amazing review, we really do appreciate it!
We're glad to hear the product you have with us is exactly to your liking, and that you've been receiving the support you deserve when interacting with our staff. This is exactly what we aim to offer all our customers here at Virgin Money.
If you ever do need anything though, you know exactly where to find us.
We hope you have a great rest of your week, and continue to keep up the great work!
Thanks, Virgin Money
Easy application
Easy application. Good promo. However, it takes a long time to review and after confirmation, another long wait for the card to arrive.
September 10, 2026
Unprompted review
Reply from Virgin Money UK
Hi Aman, thanks so much for leaving us a review, we do appreciate it!
We're really glad to hear that when applying for an account with us, that you found the application easy, and are happy with the promotion that was offered at the time!
We do apologise for your wait whilst we reviewed this, and then again for the time it took for your card to arrive, we do appreciate your patience.
If you need any support in regards to your account though, please do get in touch.
Thanks, Virgin Money
AVOID....
I just opened a new business account and switch from by existing account. the account opened without any issues, however when I registered the app I received a couple of payments in from my client. So I decided to make a few transfers inaccessible of 7k approximately. I tried to make a few more payments and my transfers were declined, with a message saying I need to contact the fraud team. The account was opened on a Friday by the evening it was blocked. I called the fraud team, 3 times on Saturday firstly at 10am, the 1pm, then 4pm, still no update, apparently the team that deals with all this can only call and they do not have a line to be contacted, which I found so strange. So I have funds sitting in my account and I cant access it without even knowing when someone will even contact me. Business cant run like this, I am appalled by the level of service and the sheer incompetence. I have no idea how long im expected to wait for a call from this so called special forces of FRAUD team.
September 19, 2026
Unprompted review
Reply from Virgin Money UK
Hi Sam, thanks for taking the time to leave your review today.
We're very sorry to hear that so soon after opening your account that you've run into problems like this, and that you feel you're not receiving the support you're looking for.
With that in mind, would you be able to email us at reviewhelper@virginmoney.com with your name, address, contact number and the reference #84368 and from there, we'll take a look at how we can offer more support on our end.
Thanks, Virgin Money
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My wife is currently sitting on hold…
My wife is currently sitting on hold for the last 42 minutes after having tried and failed to get her card issue resolved via the useless online chat and the equally useless options system via the robotic receptionist which didnt recognise ANY of the 5 options available . She pressed each one to see what would happen EVEN the report fraud option which is particularly worrying.
Customer support since Virgin got its hands on Clydesdale/ Yorkshire bank has been abysmal verging on non-existant and it would be easier to speak to the dead than a so called customer services agent and the head of the customer (lack of) support needs to be held accountable and sacked immediately.
September 18, 2026
Unprompted review
Reply from Virgin Money UK
Morning Mike, thanks for taking the time to reach out with your feedback on the wait times when looking to chat about an Account held.
We're sorry this hasn't been the smoothest experience but would love to turn this around. You can find alternative contact numbers, and opening times here: https://uk.virginmoney.com/contact
We'd be able to point you towards alternative solutions if you reach out through one of our Social platform too, head over to X, Facebook or Instagram where we'd be waiting to support!
Thanks, Virgin Money
Excellent and friendly service
Excellent and friendly service. Highly recommended.
September 11, 2026
Unprompted review
Reply from Virgin Money UK
Hi Dennis, thanks for leaving us the 5-stars!
We're glad to see that you've found our friendly service to be excellent, and that you'd recommend us, as this is the type of service we aim to provide.
Please take care, and have a lovely evening.
Thanks, Virgin Money
Withholding money and unable to speak…
Withholding money and unable to speak to anyone that can help. Lost mandate to speak on behalf of our daughter, we only wanted to change our address as moved house, they've closed branches so our nearest one is 230 miles away - but we get told to 'pop into your nearest branch'.
Absolutely disgusting and scandalous way to treat customers, they've even asked us to get our daughter to ring up despite the fact she's at school and 10 years old (and without a phone).
Customer care is non existent. Financial ombudsman is involved and we have someone handling the complaint and even she is embarrassed at this stage. 15months after we moved we can't get statements which are still being sent to our old address despite them knowing we don't live there as they can't verify who we are to change the address and have locked us out of the app.
Disgusting.
Edit after reply- you are sending responses to our old address (gdpr?), we have sent countless emails and letters along with hours lost on the phone. We have a complaint handler who has admitted they are embarrassed, the complaint has been split into two parts and you are now pretending one part has been satisfied (it hasn't). We want our money back, this is fraud.
September 17, 2026
Unprompted review
Reply from Virgin Money UK
Hi, thanks for bringing this to our attention.
We apologise that you've been having some issues accessing the account, as this isn't the type of customer service we aim to provide.
We can appreciate that this hasn't been easy, and verification is needed to unblock the account, but this is part of our robust security processes in order to help protect your daughter's account and information.
We'd recommend calling the team directly to get an update and see any alternatives other than popping into a Branch. You can find our details here: https://uk.virginmoney.com/contact/
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.
Thanks, Virgin Money
They’re great… as long as the basics work
They’re great… as long as you’re just using your card and the app. As soon as you have an issue, they’re an issue. I had a payment on my card which wasn’t recognised and I was asked on the app if I recognised it… “no”, I said. Great, really impressed. They’ve now locked my account and I’ve spend hours on the phone with them asking me security questions like “what’s your current balance”. “I don’t know, I can’t access my account”, I say. “You’ve failed the security check, please call back when you know the answer” is the response. Give me strength.
In response to VM’s reply;
Of course security should be a priority… that’s rhetorical. What I’m saying is that I’ve had to find over an hour of my time calling your customer services team and specialist team (whose wait times are reasonably low to be fair), only to be told they’re ending the call as I cannot answer a question that requires I have access to my account… who remembers what their current balance is?! I had to quickly intervene the second I nearly had the phone put down on me to ask “how can I answer that when you’ve locked me out?!”. She then put me on hold for another 5 minutes then said I’ll get an email within two days explaining how to unrestrict my account. Good job I don’t need the card for essentials, isn’t it?
Also, just to be clear, this is because someone tried to use my card. I haven’t done anything wrong.
September 16, 2026
Unprompted review
Reply from Virgin Money UK
Hi Dan, thanks for heading over to give this feedback.
We're really sorry to hear that the account has been locked, and you haven't had any luck in getting this unlocked so far.
Keeping our customer's accounts safe and secure is important to us, and in cases where a transaction is unrecognised, we take the steps necessary to prevent any further unrecognised transactions.
In order to get this sorted, you'll just need to give our expert team a call on 0800 028 6743 between 8am–8pm, Monday to Sunday.
Once you get connected, a member of the team will be on hand to support you in getting this all sorted.
We hope this is resolved for you soon.
Thanks, Virgin Money
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Very disappointing experience with…
Very disappointing experience with Virgin Money. I have been trying to withdraw my money from my 120-day notice account, but the assistance I have received has been poor.
I understand that a notice account has withdrawal conditions. My frustration is with the lack of clear guidance and effective support in helping me access my funds in line with those terms.
Customers should be able to rely on their bank to explain the process clearly and help resolve any difficulties. So far, Virgin Money has fallen short of that expectation, and this experience has seriously undermined my confidence in its service.
September 16, 2026
Unprompted review
Reply from Virgin Money UK
Hi Saeid, thanks for bringing this to our attention.
We apologise that you've been having some issue with the understanding and process of withdrawing your funds, as this isn't the type of service we aim to provide.
To get a full and clear understanding, and to get the withdrawal in motion, we'd recommend calling the team directly. They'll be able to answer all of your queries, and you can find our details to contact here: https://uk.virginmoney.com/contact/
Thanks, Virgin Money
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
Reply from Virgin Money UK
Hi Rachel, thanks for taking the time provide this feedback.
We're really sorry to hear that the recent experience you had when contacting our team hasn't quite met up to expectations, and it's disappointing to see that this has led to you looking to move the ISA elsewhere.
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/
If you'd be willing to give us another chance to get this sorted, all you would need to do is give our expert team a call. You can find their contact number and opening number here: https://uk.virginmoney.com/contact/
Once you are connected with the team, they'll be able to take a closer look and support you with any other questions or queries you may have.
We hope this is sorted for you soon.
Thanks, Virgin Money
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
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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
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
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