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.
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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
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We needed to open a bank account for a new charity - Virgin Money are one of the few banks to still offer these. The application process was straightforward, and fairly quick and once we'd submit... 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 99% of negative reviews
Typically replies within 24 hours
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Hang your head in shame.
Hang your head in shame.. block your card.. then don't tell you .. they will pick up the phone but they tell you you have to wait up to 10 days to re review your card.. in the meantime I'm stuck late at night with a young family with my card blocked for no reason and no way to hire a car ...
June 27, 2026
Unprompted review
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Easy and quick application process
Clear explanation of offer and future spend options
June 27, 2026
Unprompted review
Reply from Virgin Money UK
Great to hear from you, Ann - thanks for taking the time to review how you've found things.
Your 5* review is exactly what we love to see drop in.
Thanks, Virgin Money
My wife had a fraudulent action on her…
My wife had a fraudulent action on her bank account it took them two weeks to send out a new card it is now four weeks & still no pin number despite four requests over four weeks each time they say it's been sent out & it never arrives , I have asked to speak to a manager but the operator will not let me speak to one this seems common from call centres these days so four weeks no access to money , the bank refuse to send a pin by recorded delivery which they state is for security reasons which is rubbish , the operator obviously reading from a screen as she was no help at all , where do I go from here my money is getting withheld by this bank as we have no access to it, I will be going through the financial ombudsman as I feel.we have a very strong case , obviously they will answer to this complaint , in reply to the reply we have exhausted that route over a four week period hitting a brick wall every time
June 26, 2026
Unprompted review
Reply from Virgin Money UK
Hi Michael, thanks for taking the time to leave a review.
We’re very sorry to hear about your experience, especially following fraudulent activity on your account. We understand how frustrating it must be to be without access to your money for this length of time, and this isn’t the level of service we aim to provide.
So that our team can take a look into your whole experience for you - we'd urge you to give them another call through, they'll be able to raise this further and let you know the next steps needed.
Thanks, Virgin Money
Nationwide is now Virgin.
Applied to Nationwide, Virgin Money hijacked the application. Yes they might have taken over, but that wasn't clear from the offset. Notoriously difficult to get hold of, unless they want to get hold of you.
Only just opened the account, so feedback is on application / opening account ONLY. Hopefully online banking is better, but I have yet to experience this. 10 Jun 2026
Edited to say: I was emailed to ask for feedback, so this is a PROMPTED review.
June 10, 2026
Unprompted review
Reply from Virgin Money UK
Hi there, we're sorry to hear you found the application unclear and we'd like to help.
So we can do this, would you be able to email reviewhelper@virginmoney.com with the reference #82345 along with the type of account you've applied for, your name, postcode and contact number, and we'll take it from there.
Thanks, Virgin Money
Banking App changes.
I wish they'd leave their banking app alone. There was nothing wrong with it in the first place.
June 22, 2026
Unprompted review
Reply from Virgin Money UK
Good morning Christopher, thank you for spending the time today to leave us this review with your feedback about the App changes.
We'd love to know a bit more about which parts you'd like to be left as there were, so please head over to one of our Social Media platforms like Facebook, X or Instagram where we can chat further!
Thanks, Virgin Money
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Easy to open account
Easy to open account, customer service is easy to speak to unfortunately depends who you speak to and how much knowledge they have can be an issue. Having asked a question to them all i got as a response was 'I don't know'
June 25, 2026
Unprompted review
Reply from Virgin Money UK
Morning Vinny, thanks for taking the time to give this positive feedback about your recent Account opening!
We're disappointed to hear that you've found the customer service to bit hit or miss!
We’ll continue working hard to provide you with the best possible experience when reaching out in the future.
Please take care, and have a great weekend.
Thanks, Virgin Money
ISAs interest maturity ...Virgin deliberately make it difficult
When ISAs mature Virgin make it pitiful. No where do you want your interest to go...with your re investment or an easy access acc .NO I want it to go to my nominated Acc.
Why do I need to open another account to get my interest just to close the bloody thing!!! Why when I call cant the staff do it,otherwise what's the purpose of having a call centre!!! Oh no you have log back in and send a message which will be responded to within 3-5 days.
God knows why Nationwide took these clowns on ...it won't reflect well on their overall performance
Most banks keep it simple but Virgin make it as difficult as possible....totally useless
June 25, 2026
Unprompted review
Reply from Virgin Money UK
Morning Keith, thanks for heading this way to share your feedback about the maturity process.
We're sorry that it's not been as simple as you'd have hoped. It should be simple and we're always looking to improve getting any interest earned sent over to a nominated bank account. Usually there is a process for this when an ISA has an 08 sort code.
If you need any further help with your maturity please head over to one of our Social Media platforms like Facebook, X or Instagram where we can get you any other help needed!
Thanks, John
Yet again terrible service from this bank
I pay for my brothers Voxi sim account. He has left the country to retire and unfortunately removed and destroyed his sim without cancelling the account. I have the payment set up on my card. He also cannot access his online account as they send a verification text to his phone which obviously he doesn't have. So my route was to cancel my payment through Virgin but they refused and said I would need to take it up with company. However my understanding is that under the UK's Payment Services Regulations 2017, I have the right as the cardholder to withdraw my consent for a continuous card payment (sometimes called a Continuous Payment Authority or CPA). As this is a Continuous Payment Authority on my debit card under the Payment Services Regulations 2017 and the Financial Conduct Authority's guidance, I understand that I can withdraw my consent through my bank. So why won't they cancel it ?
June 24, 2026
Unprompted review
Reply from Virgin Money UK
Good Morning Carmel, thanks for bringing this matter to our attention - we completely understand why you'll be eager to ensure everything is taken care of correctly.
We're sorry you have concerns regarding the guidance you've been given from the team directly - let's check it over to ensure we're all on the same page.
Please email reviewhelper@virginmoney.com with the reference #82306, your name, address, contact number and a summary of your review - we'll take it from there.
Thanks, Virgin Money
First class service
First class service. The gentleman I spoke to over the phone was most helpful
June 11, 2026
Unprompted review
Reply from Virgin Money UK
Hi Pat, thanks for jumping over to give us a fantastic 5-star review!
It's wonderful to hear that you're happy with the service you received, and that our team has had such a positive impact.
Your review really made our day! Your feedback motivates us to keep improving and delivering the best for our customers.
We hope you have a great week, and take care.
Thanks, Virgin Money
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Reply from Virgin Money UK
Great to hear from you, Sandie!
We love to see those 5*, thanks for stopping by.
Thanks, Virgin Money
Can highly recommend Virgin Money for a…
Can highly recommend Virgin Money for a business account. The application process was quick and easy and there are no charges unlike other major high Street banks
June 19, 2026
Unprompted review
Reply from Virgin Money UK
Hi Dawn, thanks for jumping over to give this glowing 5-star review!
We're delighted to hear that you've found the application process to be straightforward and quick, and that you're enjoying using your new Business account.
If you need any help in the future, you can find our contact number and opening times here: https://uk.virginmoney.com/contact/business/
Take care, and have a great week ahead.
Thanks, Virgin Money
If there was a minus star I would have…
If there was a minus star I would have chosen it. The worst bank in the UK by far. HORRENDOUS customer service. No fraud support and leaving customer on their own if they fall victim of fraudulent scams. Very long waiting times on phone with horrible beeping noise, then get cut off after 20 minutes of frustration.
May 8, 2026
Unprompted review
Reply from Virgin Money UK
Good morning, thanks for sharing your experience with us - we're so sorry you're unhappy with the way your fraudulent claims have been handled.
The security of your account is of the utmost importance to us, as is providing the necessary support during these times, and to read comments that don't reflect that is disappointing.
On occasions our lines can get exceptionally busy across the board, and I assure you all of our colleagues are working hard behind the scenes to pick up as quickly as they can - I can only apologise we kept you waiting longer than anticipated, and you got cut off in the first instance.
We hope you connected in the end, and the matter is resolved to your satisfaction soon.
Thanks, Virgin Money
Reply from Virgin Money UK
Hi Dennis, thanks for taking time out of your day to comment on your experience of setting up an account with us!
We love to see a 5* rating drop in with comments reflecting exactly what we aim for, and we hope you have a fantastic day ahead.
Thanks, Virgin Money
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It's disappointing that you need to…
It's disappointing that you need to provide evidence of a fraudulent payment on a credit card by a written letter in the post , no email address. It's interesting that if it was important for virgin I very much doubt they would be asking for letters. Delays in receiving temporary credit to account until letter received and processed by virgin, Lloyds sort it straight away. Just move to Lloyds!
June 23, 2026
Unprompted review
Reply from Virgin Money UK
Good Afternoon Chris, thanks for getting in touch to comment on your recent experience.
Sorry to hear you were the victim of fraud - the security of your account is of the utmost of importance, and we can only apologise you're unhappy with our processes we use to investigate the matter.
We welcome all feedback, and your views will be shared with our Credit Card team.
Thanks, Virgin Money
Virgin should not use Optima Legal
Virgin should not use Optima Legal as their prescribed legal firm when remortgaging - they are woeful and it reflects really badly on Virgin
June 3, 2026
Unprompted review
Reply from Virgin Money UK
Good Afternoon Samantha, thanks for sharing your point of view and we're sorry you hold this opinion.
If you'd like to provide a summary of what's happened to help us better understand where you're coming from - please email reviewhelper@virginmoney.com and we'll relay this to the relevant team.
Thanks, Virgin Money
Awful
Awful. Unable to access my online account. fourty minutes later, the 'help desk' hung up on me.
June 22, 2026
Unprompted review
Reply from Virgin Money UK
Hi Jaspal, thanks for bringing this to our attention.
We apologise that you've been having some issues accessing your online Account, and that the line has disconnected when calling our team. This isn't the type of service we aim to provide.
We would recommend calling the team and escalating this to get to the bottom of your issue, and you can inform them of your previous conversation to have the lines checked.
You can try calling an alternative number here: https://uk.virginmoney.com/contact/
Thanks, Virgin Money
Failure to deal with missing money due…
Failure to deal with missing money due to a glitch at their end.
June 22, 2026
Unprompted review
Reply from Virgin Money UK
Hi John, thanks for bringing this to our attention.
We apologise that you've been having some issues due to a technical glitch, but our team can help get to the bottom of this for you.
You can find out opening times and contact details here: https://uk.virginmoney.com/contact/
Thanks, Virgin Money
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Abysmal customer service passed from…
Abysmal customer service passed from pillar to post and important services non operational at weekends -not my job attitude
June 22, 2026
Unprompted review
Reply from Virgin Money UK
Hi Sid, thanks for taking the time to leave feedback.
We're very sorry to hear of your experience - this certainly isn't the level of service we aim to provide to our customers.
Our service is something we continually are working on, and can only apologise for any frustration for not being able to contact our team. We hope you've now been able to speak with them - but if there is anything you'd like us to look into, please don't hesitate to reach out on any of our social platforms. Our handles can be found at the bottom of our 'Contact us' page: https://uk.virginmoney.com/contact/
Thanks, Virgin Money
I phoned virgin money to replace my card.. d…
I phoned virgin money to cancel my card and order a new one as I had miss placed it.. The call handler I spoke to (Richard) was extremely helpful and reassuring as I explained I have adhd and can get a bit flustered.. He remained kind helpful and relatable, and the phone call was made easy and I did what I was on to do.. Thankyou.. Although I do find some call handlers in the past did not know how to speak to Neurodivergent individuals, but this has proven to me that people who take time to understand are the best.. But as I say still alot of miss understanding unfortunately.
June 22, 2026
Unprompted review
Reply from Virgin Money UK
Hi Caroline, thanks for taking the time to leave such a great review.
We're really pleased to hear that Richard provided such kind, patient and supportive service, and helped make the process easy for you.
Creating an inclusive and supportive experience is something we’re continually working on, so your feedback on this is much appreciated and certainly helps us to continue improving.
Thanks, Virgin Money
Money not received in account
Was sent money from a friend who used faster payments from his UK bank account early yesterday morning and it is still not in my virgin current account, I messaged the chat agents 3 times I was told it would be resolved by then end of the day as they have a backlog of payments to process then I was told it would be done by 9-10 pm then I was told they can't tell me if it would even clear at all it's now Monday and I'm still waiting.... What sort of bank Is this as this is the 1st time I have used it to receive a payment and this happens is this normal for virgin to operate in such a poor way I was under the impression they were a reputable company and bank but this is pretty poor.
June 21, 2026
Unprompted review
Reply from Virgin Money UK
Hi there, thanks for taking the time to leave feedback.
We're so sorry to hear about the delay in this payment - this certainly isn't the experience we want for our customers.
If that's still not come through, it would be best to contact our team on 0800 121 7365, they're available Monday - Saturday 7am till 9pm and Sundays 10am till 5pm and can take a closer look.
Thanks, Virgin Money
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