Virgin Money UK Reviews 

Do not trust this bank. Shocking bank and customer support. Money had been fraudulently removed from my account by an unknown party. I reported this to Virgin Money customer service on the same day with no resolve from bank. I will be moving my money to another safer banking company.

Had a couple of questions so went through app. Quite quickly is was clear the ‘bot’ could not help so up popped ‘Adam’ a real person. He was helpful professional and personable. Well done Adam & Virgin for ensuring all went smoothly.

Trying to get hold of Virgin Money to ask about a Virgin credit card question, it took almost 10 minutes of navigating though an automated system before being presented with an option to speak with somebody :-)
This resulted in a complaint being made.
Two days later I was contacted by a complaints manager. Unfortunately I just missed the call and a message was left requesting I call them back.
When I tried to call back on the number provided I found it was a general number and another automated system that did not present any option to select the complaints department or discuss a complaint.
Eventually I got to speak with someone in the complaints department, but they advised all the people in that dealt with credit cards and my complaint were offline.
65 minutes after I started returning their call I had to ring off and await a return call from Virgin Money.
If Virgin believe this is good customer service, they are seriously mistaken.
As a customer I can advise it it totally disgraceful experience and a very poor excuse of customer service

Adam on the app chat support team was super helpful and such a great guy!

Spoke to Adam to sort out a change in date for my direct debit, he was very helpful and im very greatful, thank you Adam.

Great experience, very helpful glad :)

UPDATE: Virgin have done themselves proud. Nobody has contacted me, my wife doesn’t have a card, they have now accidentally, they say, cancelled my card as well. So now we both don’t have a card we can use. This is unacceptable, we’re off to another bank, enough is enough!!!

We are moving to another bank as once again Virgin forgot to post out a new card for my wife, card date expired. She was told to go into a link and order one, why can’t they do it.

Also, after asking many, many times, my first name still has wrong spelling and my wife’s name, even though it’s a joint account, doesn’t have her name on it.

So, enough is enough. We’ve an appointment this Saturday with the new bank to get everything signed over as virgin have just got worse over the last few years.

Rachel was very helpful in sorting my query about a refund going to my old card number

The product advertised was exactly what was provided by VM. The online application process was straightforward, even through the hoops we now have to go through opening business bank accounts.

I had a great experience with Virgin Money. The messages, the app, and the overall process were all really smooth, and they helped me quickly correct a mistake I’d made. A special thank you to Adam, who was courteous, supportive, and genuinely helpful throughout. He answered my questions with ease and made everything feel seamless. Really impressed with the service.

Very simple set up process. Helpful customer support.

Great process, easy to apply and card arrived quickly

Good chat with Adam. He helped me with questions that were not previously answered. Explained everything professionally and appreciate the help he provided. Thank you Adam.

Re-mortgaged with Virgin Money as they did offer a great rate. 18 months down the line, I’m inundated with paperwork that doesn’t provide the info I need to log into the system to show my account balance. Cannot find the email info using basic search functions and now need to call to figure out where I can find it. I’ve got a better chance of touching the sun than getting visibility of my mortgage balance. I’d genuinely pay a higher rate of interest to have greater accessibility to my mortgage info. Incredibly frustrating.

Nothing annoys me more than banks that jump on the Woke Bandwagon without a clue about their statutory obligations under EA10.

I can't even call these clowns anymore because I want to burst a blood vessel when the first thing they say is " do you need any adjustments?".
Don't ask if you're not going to oblige.

Under EA10, you may not take an action that has a worse impact on me than it would on someone without my protected characteristic.
Despite requesting large print correspondence repeatedly since 2024, they keep sending me illegible small print correspondence they know I cant read. It's caused a world of problems as I cant show others my sensitive financial info so therefore I have no idea of the contents.

They keep sending my isa papers in small print so I miss the deadline for switching. When I tried to switch, they screwed that up too,so I'm stuck with this disabilityphobic outfit that has succeeded in weaponising its disability discrimination.

Despite dozens of complaints, several admissions of fault, meaningless assurances it won't happen again and 2 county court judgements, they keep writing in an illegible format.

This is what weaponised disability discrimination looks like, I'm trapped and it's sucking the life out of me.

And no I won't contact you to make the umpteenth complaint, because it's pointless. I'm exhausted.
Thus far, the simple fact you refuse to write in a legible format has cost you over 2.5k in county court judgements....and you're still doing it. Honestly don't know if I have the strength for a 3rd claim. Get yourselves together, otherwise drop the woke agenda becauseyou just look stupid!

Nationwide gets it right so why can't you? You're the same organisation now for goodness sake.

Equality will never be embedded as a value in your disorganisation if you keep treating sick, vulnerable people this way.

Update in response to bot-generated reply: I've not posted across other platforms, only this one. No need to lie.
And you've already settled your county court judgements. Did you even read the review?
Oh well, third claim on the way....

One of th most infuriating experience I've had on two separate accounts. My daughter's child savings account is essentially being held fraudulently, they won't let us change address as the account is barred. They are continuing to send letters to an address we have told them we don't live at. Even the staff have been embarrassed and apologetic but explained it's an awful system.

My credit card with a £17k limit was regularly used until this debacle, so I closed it. I was then told my account was in credit and they couldn't pay me th money they owed me unless I reopened it. Yet another half hour call, where I'm asked the same questions 2-3 times.

I have closed my credit card now and am now going to the financial ombudsman about my daughter's savings account.

I would advise anyon with sanity who wants to keep it to avoid Virgin.

Man alive, the most useless company I have ever had the displeasure to be associated with. I have had an account for 15 years, they have no clue, literally no clue SOMEONE CALL ME, I need you to to take your solemn duty seriously. I have a manager who does not respond, there is no complaints process, operatives don't know what products you have. I AM SHOUTING INTO A BLCK HOLE, please get a grip. Please do not respond with platitudes I need actions, not a wed link, not why don't you go to an online chat, a live human adult with the power to speak to a customer.

Time wasters. I have finally got my statement of interest for my current account. £6 for the year. What a complete waste of time. Every year it takes me about an hour to find this. Then I have to declare it to the tax man. If Virgin money was run by real people instead of robots they would realize that nobody wants to spend hours looking for £6. Why oh why don't they just stop paying such stupid rates of interest. Do they think that people are idiots. No wonder they had to be taken over by Nationwide. Hopefully Nationwide is run by real people. No other bank is anywhere near this bad. Nationwide will wish that they had never taken over this useless bank.

Virgin Money have charged me £160 for an account that I did NOT open. I called and informed them, they refuse to believe that it was not me and refused to refund the charge. The account was apparently opened online in 2022. Not by me. They insist on a crime reference number and I have reported this with REPORT FRAUD but they no longer issue CR numbers for identity theft. Virgin refuse to believe this and will not even check with Report Fraud to verify. They tell me that without a CR number they will not investigate further. I feel as though I have been mugged, and no one will help. The account hasn't even been used, apparently. The £160 charge came out of the blue with no warning or explanation, it was deducted without my consent, and Virgin Money refuse to refund it. I consider this to be theft, and they simply will not listen, just keep exonerating themselves by saying that 'it looks like' a genuine application and asking for a Crime Reference number which it is not possible to obtain. Next stop is the financial Ombudsman..