customer services were great and very helpful but online processes are not user friendly and take up far more time than they should. I ended up filling in one form by hand.
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Business account: Its free, so fine, but its so slow sometimes. One day transfers in are fine, then another everything in and out is pending. Got an obtuse answer from their chat which frankly I beli... See more
Company replied
The positive is they offer decent savings rates. The negative is that everything about dealing with Virgin Money leaves you tearing your hair out. Every interaction with Virgin Money... See more
Company replied
The bank app is user-friendly, but the bank often stops payments when I transfer to a new recipient. I have to then spend half an hour sorting the transactions
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
3.2
Average
13K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 99% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Is your money safe with Virgin Money?
Virgin fail utterly to transfer a £10k ISA balance to new provider. New provider gets £9,999.99. Virgin still have 1p because their 1p transfer failed. Did I get the information from Virgin - no. Can they explain multiple the errors - no. (Including prior year entries to the account attempting correction.) Do they still have my money - yes. What are they doing about it - escalating the complaint which could take up to 8 weeks.
June 24, 2026
Unprompted review
Reply from Virgin Money UK
Hi Annette, thanks for taking the time to share your experience.
We're really sorry this didn't transfer as smoothly as we aim for and for the confusion surrounding the remaining balance.
Please be assured if you have escalated a complaint, this is with the appropriate team who will fully investigate the matter and provide updates as part of the complaints process. We do understand your frustration and apologise for the frustration this has caused - we hope our team can help reach a resolution soon.
Thanks, Virgin Money
Advertisement
Terrible
Terrible
Card blocked
Called 10 times
Cut off each time
Not fault at my end
No resolution
Paid using a different card
Would not recommend to anyone
Difficult to hear understand advisors names
Can’t explain level of poor service
Card still ‘blocked’
Gave 6 different ways to identify and still no resolution
July 4, 2026
Unprompted review
Reply from Virgin Money UK
Hi Neville, thanks for your feedback.
We're really sorry to hear of your overall experience with this.
Restrictions are in place to protect our customers, when you contact us by phone our advisors are required to complete specific security and verification checks - so It's important to have account info handy. We do however understand that this can be inconvenient so apologise for this.
As your card remains blocked, we'd recommend contacting our fraud team again - they will be able to best advise next steps.
Thanks, Virgin Money
Live chat is a complete waste of time
Live chat is a complete waste of time, if you get Abaid, just end chat & start again.
July 4, 2026
Unprompted review
Reply from Virgin Money UK
Hi Rebekah, thanks for your feedback.
We're sorry to hear you've had a bad experience with one of our colleagues over Live Chat.
We can ensure this isn't the level of service we expect from our team at all and hope you did manage to get sorted in the end. If not, and you'd prefer to speak to our team over the phone, contact details can be found here: https://uk.virginmoney.com/contact/ our team will be happy to take a look.
Thanks, Virgin Money
Every time I make an important the bank lets me down
Every time I make an important purchase. they approve it, then make a match and then stop the payment. This time it was to transfer to my own ISA, the account made a match and the transfer was approved. Then a few minutes later they cancelled it. Then to make matters worse, its impossible to phone them outside office hours, and during office hours it takes ages to get through (due to staff working from home). The previous incident involved a new car from a Seat main dealer, details matched, approved and then cancelled when we were travelling 100 plus miles to collect. The Virgin takeover was a shambles, the Nationwide takeover looks like being more of the same.
July 2, 2026
Unprompted review
Reply from Virgin Money UK
Hi Chris, thanks for taking time to leave a review.
We're sorry to hear you've experienced legitimate payments being approved and then later declined - completely understand your frustration especially when concerning important transactions.
It is of upmost importance for us to protect your account against fraud - so particular transactions can trigger our background system. You could also speak with our team regarding adding trusted retailers to your account to see if this would help.
We apologise for your overall experience with this and will take your feedback on board as we continue to improve our service and payments process.
Thanks, Virgin Money
Easy and straightforward application…
Easy and straightforward application and identity check. Quick process. Helpful customer service.
June 26, 2026
Unprompted review
Reply from Virgin Money UK
Hi Natalja, thanks for sharing your five-star feedback.
We're glad everything was easy and straightforward - exactly the kind of experience we strive for. We really appreciate your kind words!
Thanks, Virgin Money
Advertisement
A complete and utter disgrace
A complete and utter disgrace. Due to unforeseen circumstances I was out of work and told I was given breathing space on my credit card for 3 months, these first two agents I spoke to were really helpful in their defence.
However afterwards I was told that my account was permanently blocked for missing payments after being advised these didn’t need to be made. I called through to query this decision and said I would receive a phone call back after this was investigated - absolutely no further correspondence. Couldn’t even send an email or anything. The point of the breathing space was to help me during this time. This agent didn’t seem remotely interested about what I had to say, no empathy, might as well have just said “tough luck” and put the phone down. I don’t believe an investigation even took place.
No help at all and no consideration for my circumstances. My situation has improved and I’ve found my footing but just felt I was left out to rot and now I’ve been penalised being unable to use the service despite being a loyal customer for a few years.
July 3, 2026
Unprompted review
Reply from Virgin Money UK
Good morning Lee, thanks for leaving feedback on your experience.
We're really sorry to hear that your Credit Card was blocked unexpectedly and for your experience when you called, especially during what was clearly a difficult time for you.
We'd like the opportunity to take a closer look into your concerns. If you could please send us over an email to reviewhelper@virginmoney.com including your Full Name, Mobile Number and Post Code including a brief outline of everything that's occurred so far and the reference #82541, we will take it from there.
Thanks, Virgin Money
Refuse to listen
Shocking employee couldn't input my email address correctly and was very unhelpful. Clearing didn't listen to what I was saying on any level.
July 3, 2026
Unprompted review
Reply from Virgin Money UK
Hi Marshall, thanks for heading over to provide this feedback.
We're really sorry to hear about the recent experience that you've had with us, and we can assure you that this isn't the level of service we'd normally aim to provide.
Our team works hard to provide all of our customers with the best possible support, so it's disappointing to hear that we've fallen short here.
Please reach out to our experts directly, and they'll be able to assist in getting this all sorted for you. You can find their contact details and opening times here: https://uk.virginmoney.com/contact
Thanks, Virgin Money
I had a problem with my card and I had…
I had a problem with my card and I had to go into my local branch at Castleford, the 2 ladies that dealt with me were brilliant and sorted everything out for me so thank you Shelly and Lilli for all your help, it was much appreciated.
July 1, 2026
Unprompted review
Reply from Virgin Money UK
Hi Brenda, we really appreciate you taking the time to leave such an amazing review so thank you for that!
We're so glad to hear that when going into our Castleford branch, our colleagues Shelly and Lilli were able to offer such a great experience that its clearly left such an amazing impact and lasting impression, which is exactly what we like to hear.
If you ever need anything else you know exactly where to fund us.
Have a great weekend ahead.
Thanks, Virgin Money
Easy
Easy, straightforward and just what I needed to start my business.
July 2, 2026
Unprompted review
Reply from Virgin Money UK
Hi Erica, thanks for leaving the 5-stars.
We're glad to see that everything has been straightforward, and easy. As this is the type of service we aim to provide.
We wish you all the greatest of success in your new business venture.
Please take care, and have a lovely day.
Thanks, Virgin Money
Advertisement
Great Support from Virgin Money
I had a recent issue with a Company who failed to pay a £1395 refund after 2 months of phone calls / emails etc. eventually I called my bank, the lady who spoke to me was brilliant, Megan (I hope she doesnt mind me mentioning her name) had genuine empathy for my case, understood fully my situiation and was one of the nicest people I have spoken to in many a year. I had a genuine feeling of being a valued Customer and not someone to be dismissed out of hand. I recived an email from Virgin Money in 4/5 days saying my case had been accepted and the money will be paid in the next 24 hours. Well done Virgin Money you have restored my faith in human nature,
July 2, 2026
Unprompted review
Reply from Virgin Money UK
Hi George, thanks so much for the amazing 5* review, we really do appreciate it!
It's so great to hear that when raising a dispute with us, and dealing with our amazing colleague Megan, you felt like you were treated exactly how all customers should be, and that they've left such a positive impact, which is exactly what we strive for here at Virgin Money.
If you ever need any further assistance, you know exactly where to find us.
I hope you have a great day today, and an amazing weekend ahead.
Thanks, Virgin Money
Absolutely Shoddy service
If there was a zero star Virgin Mortgages wing deserved it. Painstakingly slow, repeated request documents already provided and only reply to emails at their pleasure. It seems like school leavers are running the company. Stay well clear of this incompetent company and go elsewhere.
July 2, 2026
Unprompted review
Reply from Virgin Money UK
Hi Ali, thanks for taking the time to leave your review.
We're very sorry to hear that your recent experience with out Mortgages team has not been a positive one.
Our team will most definitely be pushing to provide you with the support you need, but I understand how frustrating this can be when it takes longer than expected.
If you'd like to you can call our mortgages team directly, and can find they're contact number here:https://uk.virginmoney.com/contact/mortgages/
Thanks, Virgin Money
Simple and quick
Good, clear and easy process to open a business account Very quick decision and excellent follow up call to make sure all was correct. The online account is simple and easy to access.
June 26, 2026
Unprompted review
Reply from Virgin Money UK
Thanks so much for taking the time to share your recent experience. We're delighted to hear everything from the application process right through to the welcome call went smoothly and you've found the online account easy to manage. Your feedback is very much appreciated, and the 5* review is simply the icing on the cake!
Decent savings rates, completely frustrating and bureaucratic service
The positive is they offer decent savings rates. The negative is that everything about dealing with Virgin Money leaves you tearing your hair out.
Every interaction with Virgin Money is 10 times harder than with most other banks.
Want to open a new savings account as an existing customer? You can't do it through their app, you're forced to go through the same process as if you were a new customer.
You need an interest tax statement? Most online banks sent these automatically each year or provide them instantly on request. With Virgin it takes days of chasing them.
I asked for a tax statement for an old passbook account, was told that this couldn't be requested online or via their call centre, it must be done in branch.
The branch in my city had been shut down, so we had to take two trains to another town that still had a branch. The staff there are annoyed that we didn't have an appointment, and said it was the day off for the one person in the branch who knew how to produce a tax statement. Even getting a regular statement ended up taking an hour.
In the end their complaints department admitted that my journey was completely unnecessary, and their HQ call centre should've been able to help me. Fair enough, they did offer £50 compensation.
Why do I stay with them? Well, apart from their decent savings rates, they should eventually be fully absorbed into Nationwide. That day can't come soon enough.
June 6, 2026
Unprompted review
Reply from Virgin Money UK
Good morning,
We appreciate you taking the time to share your experience, we're sorry to hear that the poor service you've received has overshadowed your views and given you cause to complain.
Whilst we understand it's frustrating not being able to request specific documents i.e tax statement online for a passbook account, this is due to how the account was initially opened and subsequently managed.
However, we're pleased to hear that our Customer Relations team were able to agree that help should have been offered by a member of the team within our Contact Centre. And hope that the £50 compensation payment offered can be seen as our way of accepting things could have been done better.
Thanks, Kelly
Advertisement
I have been extremely disappointed with…
I have been extremely disappointed with Virgin Money’s customer service.
I needed official statements covering approximately 18 months for a visa application to demonstrate that I have maintained funds in my savings account. Surprisingly, Virgin Money’s online banking only allows statements to be downloaded in CSV format, which is not acceptable as official evidence for many regulatory purposes.
When I contacted them for assistance, I was told they could provide paper statements but would charge £10 per statement. If applied to 18 monthly statements, this would amount to around £180 simply to obtain records of my own account.
The only free alternative offered was a balance letter showing the current balance, which does not meet the requirements of many visa applications where historical account evidence is needed.
It is difficult to understand why customers should have to pay significant fees because Virgin Money’s online banking cannot produce standard PDF statements. Most banks provide downloadable PDF statements free of charge, or will supply historical statements electronically when required.
This experience has been frustrating and disappointing. I hope Virgin Money reviews both its online banking functionality and its policy on charging customers for access to their own account history.
July 1, 2026
Unprompted review
Reply from Virgin Money UK
Good morning Jai,
We completely understand your frustration regarding our current fees and charges to provide a customer with a copy statement, and apologise for any delays caused to your Visa application as a result of the only digital format option being unsuitable.
Whilst it's not possible for us to provide a statement in PDF format, it certainly worth giving our Savings team a call to ask if they're able to produce an official statement on Virgin Money headed paper which will meet the requirements of your Visa application.
You can reach the team on 0345 608 1604, and they're available weekdays 8am-6pm and Saturday 8am-3pm.
Thanks, Virgin Money
Satisfied
The application process was smooth. The card was delivered on the 12th business day after application, instead of the 10 days stated. Satisfied overall.
July 1, 2026
Unprompted review
Reply from Virgin Money UK
Hello, thanks for heading this way to share your comments - we welcome all feedback, and we're glad to have you onboard!
We can only apologise there was a delay with the expected card delivery timescale, but we're pleased you're in possession of that now.
Have a great day ahead!
Thanks, Virgin Money
Business account
Business account: Its free, so fine, but its so slow sometimes. One day transfers in are fine, then another everything in and out is pending. Got an obtuse answer from their chat which frankly I believe to be a scripted answer. Very difficult to run a business with. Systems obviously cannot take load.
Edit: Thanks for your reply, so I did phone the team and its basically by design. Your sytems take longer than Santander and Nationwide (the ones I have) to clear, "instant payments" (lol) in either direction. Edit 2. Not told this by your operative: Its the APP! Go online and its not pending but cleared. Considering the app has just been updated it seems you may need to get something better
July 1, 2026
Unprompted review
Reply from Virgin Money UK
Good morning Nicholas, thanks for heading this way to share your feedback relating to our Business Account.
We're sorry to see things haven't seemed consistent at your side in the way of the transactions being shown, and when questioning our chat team, the answer left you a little puzzled.
I can only apologise if as a result you're having some issues running your business, and I'd urge you to have a word with the team over the telephone about this, so they can look behind the scenes.
Our contact details can be found here: https://uk.virginmoney.com/contact/business/#business-accounts
Thanks, Virgin Money
Lack of Communication - CD-0251164
Poor customer service. My complaint was closed as a duplicate without any form of communication to understand whether it even was a duplicate (it wasn't). I received no email to even state that the complaint was closed. I had to call in to ask why I have not received an update into my complaint and that is when I was notified that the complaint was closed.
UPD: Upon calling to tell the complaints team that I have added a TrustPilot review, their response is that this is not something that we need to add onto the complaint as it doesn't affect anything.
July 1, 2026
Unprompted review
Reply from Virgin Money UK
Good morning, thanks for bringing this to our attention - we're sorry to see you've had cause to raise complaints, and have been unhappy with the way they have been handled.
Sometimes with multiple complaint points, the complaints can be merged, which may have happened in this case -I'm sorry I'm unable to check up on this for you.
If you have received a final response on the matter, and remain unhappy there will be details of how you can escalate this further within the correspondence we send out.
We hope this matter is resolved to your satisfaction soon.
Thanks, Virgin Money
Advertisement
Easy application process
Easy application process, fast/instant decision and satisfactory credit limit. Highly recommended.
June 10, 2026
Unprompted review
Reply from Virgin Money UK
Hi Ahmet, thanks for giving us 5-stars!
We're delighted to hear that you found the application process to be easy, and you're happy with the account you've opened with us.
Thanks for choosing us!
Take care, and have a great day.
Thanks, Virgin Money
If I could put 0 stars I absolutely…
If I could put 0 stars I absolutely would.
Shocking company!!
July 1, 2026
Unprompted review
Reply from Virgin Money UK
Hi Lindsay, thanks for taking the time to give this feedback.
We're really sorry to see that the experience you've had with us so far hasn't quite met expectations.
We are keen to understand what's happened, and see if we can provide a solution. So that we can do this, if you'd like to head to our social media platforms of either X, Facebook or Instagram and send us a DM with a brief summary of your query with the reference of #82463 - we'd love to have a chat about this.
We'll be waiting to discuss this further if you want to, but would mention we'd not have any Account access over there ahead of time.
Thanks, Virgin Money
just to say it was a good experience…
just to say it was a good experience and glad to have joind virgin
June 26, 2026
Unprompted review
Reply from Virgin Money UK
Hi Kevin, thanks for heading over to provide this glowing 5-star review!
We're so glad to hear that the experience you've had with us so far has been so positive. Providing our customers with the best support possible is important to us, so it's great to see we're achieving that here.
It's amazing to have you with us, and we hope you have a great week ahead. Thanks for choosing us!
Thanks, Virgin Money
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.