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Phone numbers and opening hours
Virgin Credit Cards
| New customers | Phone number | Information & opening hours |
|---|---|---|
| New accounts | 0800 096 9939 | 8am - 9pm Monday to Friday
9am - 9pm Saturday 9am - 7pm Sunday |
| Track your application | 0800 092 1321 | 8am - 8pm Monday to Thursday
8am - 5pm Friday |
| Activate your card | 0800 015 0307 or activate your card online | 7am - 10pm Monday to Friday
8am - 9pm Saturday 9am - 9pm Sunday |
| Existing customers | Phone number | Information & opening hours |
|---|---|---|
| Members Shop | 08456 10 2000 | 9am - 5.30pm Monday to Friday |
| Lost or stolen cards | 0800 015 0306 | Lines available 24 hours a day, 365 days a year |
| Card servicing | 0800 015 0306 | 7am - 10pm, 7 days a week |
| Virgin Atlantic card servicing | 0800 056 7686 | Lines open 24/7 |
| Check your balance, transactions or bill | Text BAL, TRANS or BILL to 83838* or 07860 010 010* | Account service available 24 hours a day |
| Calling from abroad | +44 1244 673 101 | Call the operator and ask to reverse charges. Line open 24/7 |
| Text relay | 18001 08000 150 306
(UK only) | Telecommunication assistance for the deaf. 7am - 10pm, 7 days a week |
* Standard network charges may apply to your request.
Click here for current call charges and information. Calls may be monitored and/or recorded for quality and training purposes and for compliance within regulations.
Savings (Cash ISAs, savings accounts and Fixed Rate Bonds)
Before you call, you may be able to find your answer on our frequently asked questions page.
| New customers | Phone number | Information & opening hours |
|---|---|---|
| Online customers † | 0845 607 6991 * | 8am - 8pm business days
8am - 4pm Saturday 10am - 3pm Sunday |
| Postal, telephone and branch customers | 0845 600 4466 * | 8am - 8pm business days
8am - 4pm Saturday 10am - 3pm Sunday |
| Existing customers | Phone number | Information & opening hours |
|---|---|---|
| Online customers | 0845 608 1604 * | 8am - 8pm business days
8am - 4pm Saturday 10am - 3pm Sunday |
| Postal, telephone and branch customers | 0845 600 7301 * | 8am - 8pm business days
8am - 4pm Saturday 10am - 3pm Sunday |
| Calling from abroad | +44 191 285 7191 * | 8am - 5pm on business days |
If you have a Virgin Cash ISA or Virgin Deposit Account with an account number starting ‘VIR’ please call 08456 10 20 30.
| Main Office | Virgin Money
Savings Operations Jubilee House Gosforth Newcastle upon Tyne NE3 4PL | Store finder
|
† Please note, online accounts can only be opened online.
*Click here for current call charges and information. Calls may be monitored and recorded.
Mortgages
Before you call, you may be able to find your answer on our frequently asked questions page.
| New customers | Phone number | Information & opening hours |
|---|---|---|
| To apply for a mortgage or to discuss your borrowing options | 0800 028 5277 | 8am - 8pm business days
9am - 3pm Saturday 10am - 3pm Sunday |
| Existing customers | Phone number | Information & opening hours |
|---|---|---|
| General enquiries | 0845 602 8301 * | 8am - 6pm Monday to Friday
9am - 12pm on Saturday |
| Calling from abroad | +44 191 285 7191 * | 8am - 6pm Monday to Friday
9am - 12pm on Saturday |
| Main Office | Virgin Money
Mortgage Operations Jubilee House Gosforth Newcastle upon Tyne NE3 4PL | Store finder
|
*Click here for current call charges and information. Calls may be monitored and recorded.
Investments (Stocks and Shares ISAs and Unit Trusts)
| New customers | Phone number | Information & opening hours |
|---|---|---|
| New customers | 08456 10 20 20 | 8am - 9pm, Monday to Friday
9am - 6pm Saturday |
| Existing customers | Phone number | Information & opening hours |
|---|---|---|
| General enquiries | 08456 10 20 30 | 8am - 9pm, Monday to Friday
9am - 6pm Saturday |
| Automated balance enquiry | 0800 917 97 91 | |
| Calling from abroad | +44 1268 443 956 |
Click here for current call charges and information. Calls may be monitored or recorded.
Pensions
| New customers | Phone number | Information & opening hours |
|---|---|---|
| New customers | 08456 10 20 40 | 8am - 9pm, Monday to Friday
9am - 6pm Saturday |
| Existing customers | Phone number | Information & opening hours |
|---|---|---|
| General enquiries | 08456 10 20 30 | 8am - 9pm Monday to Friday
9am - 6pm Saturday |
| Automated balance enquiry | 0800 917 97 91 |
| Pension Annuity Service | Phone number | Information & opening hours |
|---|---|---|
| New and existing Partnership customers | 0845 894 5959 | 8.30am - 5.30pm, Monday to Friday
(excluding Bank Holidays) |
For calls from a BT landline, there's a maximum charge of 5p per minute to 0844 numbers, 3.95p per minute to 0845 numbers and 7.91p per minute to 0870 numbers. Call charges from other networks may vary. Calls may be monitored or recorded.
Personal Loan
| Existing customers | Phone numbers | Infomation & opening hours |
|---|---|---|
| General enquiries | 0845 602 2106 | Monday to Friday 8am - 6pm (excluding Bank Holidays)
Saturday 9am - 3pm |
If you took out a Virgin Personal Loan before May 2007 please call 0800 068 5688.
If you took out a Virgin Secured Loan before October 2010 please call 0845 602 2106.
Click here for current call charges and information. Calls may be monitored or recorded.
Prepaid Cards
| New customers | Phone number | Information & opening hours |
|---|---|---|
| New customers | 0845 089 6278 | We're here 24/7 |
| Existing customers | Phone number | Information & opening hours |
|---|---|---|
| Prepaid Visa Card | 0845 089 6278 | We're here 24/7 |
| Prepaid MasterCard | 08454 601 606 | 8am - 7pm Monday to Friday
8am - 5pm Saturday |
| Calling from abroad | ||
| Prepaid Travel Money Card | +44 1908 847 710 | We're here 24/7 |
| Prepaid Visa Card | +44 1908 847 710 | We're here 24/7 |
| Prepaid MasterCard | +44 8454 601 606 | 8am - 7pm Monday to Friday
8am - 5pm Saturday |
Click here for current call charges and information. Calls may be monitored or recorded.
Car Insurance
| New customers | Phone numbers | Information & opening hours |
|---|---|---|
| New customers | 0800 917 5397 | 8am - 10pm Monday to Friday
8am - 6pm Saturday 10am - 4pm Sunday |
| Existing customers | Phone numbers | Information & opening hours |
|---|---|---|
| General enquiries | 0844 335 6604 | 8am - 10pm Monday to Friday
8am - 6pm Saturday 10am - 4pm Sunday |
| If your policy is due for renewal please call | 0800 456 1174 | 8am - 10pm Monday to Friday
8am - 6pm Saturday 10am - 4pm Sunday |
| To make a claim | 0844 335 6108 | 24 hours a day, 7 days a week |
| Breakdown cover | 0800 107 4149 | 24 hours a day, 7 days a week |
| Motor Legal Cover, Hire Car Cover or Personal Accident Cover claims | 0844 335 6108 | 24 hours a day, 7 days a week |
| Key Cover claims | 0871 230 1213 | 24 hours a day, 7 days a week |
Click here for current call charges and information. Calls may be monitored or recorded.
Home Insurance
| New customers | Phone numbers | Information & opening hours |
|---|---|---|
| New customers | 0800 917 5398 | 8am - 10pm Monday to Friday
8am - 6pm Saturday 10am - 4pm Sunday |
| Existing customers | Phone numbers | Information & opening hours |
|---|---|---|
| General enquiries | 0844 335 6661 | 8am - 10pm Monday to Friday
8am - 6pm Saturday 10am - 4pm Sunday |
| If your policy is due for renewal please call | 0800 456 1174 | 8am - 10pm Monday to Friday
8am - 6pm Saturday 10am - 4pm Sunday |
| To make a claim | 0844 335 6137 | 24 hours a day, 7 days a week |
| Family Legal Assistance | 0844 335 6137 | 24 hours a day, 7 days a week |
| Key Cover claims | 0871 230 1213 | 24 hours a day, 7 days a week |
| Home Emergency Assistance | 0800 917 6244 | 24 hours a day, 7 days a week |
If you have Basics or Plus Home Insurance, purchased through the Northern Rock website, a Northern Rock branch or Virgin Money Store, please use the numbers below.
| Existing customers | Phone numbers | Information & opening hours |
|---|---|---|
| Basics & Plus – general enquiries, changes or claims | 0845 900 4127 | 8am – 9pm Monday to Friday, excluding bank hols
9am – 2pm Saturday |
| General policy claims: new claims | 0845 602 7263 | 24 hours / 365 days a year |
| General policy claims: existing claims | 0845 602 2680 | 24 hours / 365 days a year |
| Plus – Home Assistance (optional cover)
Enquiries / changes / claims | 0845 602 5653 | 24 hours / 365 days a year |
| Plus – Family Legal Protection (optional cover)
Enquiries / changes / claims | 0845 602 5535 | 24 hours / 365 days a year |
| Plus – Identity Theft (optional cover)
Enquiries / changes / claims | 0870 164 8214 | 9am – 5pm Monday to Friday, excluding bank hols |
Click here for current call charges and information. Calls may be monitored or recorded.
Travel Insurance
| New customers | Phone number | Information & opening hours |
|---|---|---|
| New customers | 0844 888 3900 | 8am - 10pm Monday to Friday
9am - 5.30pm weekends and bank holidays |
| Existing customers | Phone number | Information & opening hours |
|---|---|---|
| To make a claim or speak to us about an existing claim | 0844 888 3902 | 9.00am - 5.00pm Monday to Friday |
| To make an emergency claim | +44 207 748 8908 | 24 hours a day, 7 days a week |
| To renew or amend your policy | 0844 888 3901 | 8am - 10pm Monday to Friday
9am - 5.30pm weekends |
| Travel advice line | +44 207 748 8908 | 24 hours a day, 7 days a week |
Click here for current call charges and information. Calls may be monitored or recorded.
Pet Insurance
| New customers | Phone numbers | Infomation & opening hours |
|---|---|---|
| New customers | 0800 051 0477 | 8am - 9pm Monday - Friday
9am - 5pm Saturday 10am - 5pm Sunday and bank holidays |
| Existing customers | Phone numbers | Infomation & opening hours |
|---|---|---|
| To make a claim | 0845 603 3588 | 8am – 5pm Monday to Friday |
| To update your policy | 0845 603 3585 | 8am – 8pm Monday to Friday
9am – 5pm weekends |
| Helplines
Services include 'Find a vet', 'Pet minder', 'Pet legal' and 'Bereavement counselling'. | 0870 024 0663 | 24 hours, 7 days a week |
Click here for current call charges and information. Calls may be monitored or recorded.
Life Insurance
| Existing customers | Phone numbers | Information & opening hours |
|---|---|---|
| Started since 14 September 2009 | 0845 602 9199 | 8.30am – 6pm Monday to Friday |
| Started between December 2005 - August 2009 | 0845 601 9645 | 8.30am – 6pm Monday to Friday |
| Started before December 2005 | 0800 073 1777 | 9am – 5pm Monday to Friday |
Click here for current call charges and information. Calls may be monitored or recorded.
Virgin Cancer Cover
| Existing customers | Phone numbers | Infomation & opening hours |
|---|---|---|
| Existing policy enquiries and claims | 0845 601 9645 | 8.30am – 6pm Monday to Friday |
Click here for current call charges and information. Calls may be monitored or recorded.
Mortgages intermediaries
Please contact your Business Development Manager or the Intermediary Support Unit at our UK-based call centres on 0845 600 1516. Lines are open Mon-Fri 8.30am - 6.00pm
For more information please visit virginmoneyforintermediaries.com
To leave feedback
Contact us to leave feedback
We’d love to hear what you think about our site, what you think we do well, what we could improve - we would like to hear your opinion. To give us feedback please complete our online feedback form or contact us on the details below.
Email us at:
info@virginmoney.com
Or write to us at:
Service Quality Team
Virgin Money
Discovery House
Whiting Road
Norwich
NR4 6EJ
Make a complaint
How to make a complaint
At Virgin Money we are committed to providing a service of the very highest standard. We recognise that sometimes things can go wrong, and when they do, we want you to tell us so we can put them right as soon as possible. So if you’re unhappy with something, then please make sure you let us know by contacting us in any of the following ways:
By phone:
Contact us by calling us on one of the numbers listed below.
| Product | Phone number | Information & opening hours |
|---|---|---|
| Virgin Credit Cards | 0800 015 0306 | Lines available 24 hours a day, 365 days a year |
| Prepaid Cards | ||
| Visa | 0845 089 6278 | Lines available 24 hours a day, 365 days a year |
| Mastercard | 0845 460 1606 | 8am - 7pm Monday to Friday
8am - 5pm Saturday |
| Savings | ||
| Online customers | 0845 607 6991 | 8am - 8pm Monday to Friday,
8am - 4pm Saturday, 10am - 3pm Sunday |
| Post, Telephone, Store and Current Account customers | 0845 600 4466 | |
| Investments & Pensions For all products with account number starting with 'VIR' | 0845 610 2030 | 8am - 9pm Monday to Friday,
9am - 6pm Saturday |
| Mortgages | 0845 602 8301 | 8am - 6pm Monday to Friday,
9am - 12pm Saturday |
| Home Insurance | ||
| Virgin Home Insurance | 0845 900 4127 | 8am - 9pm Monday to Friday,
9am - 2pm Saturday |
| Basics & Plus | 0844 335 6661 | 8am - 10pm Monday to Friday,
8am - 6pm Saturday, 10am - 4pm Sunday |
| Motor Insurance | 0844 335 6604 | 8am - 10pm Monday to Friday,
8am - 6pm Saturday, 10am - 4pm Sunday |
| Travel Insurance | 0844 888 3935 | 8am - 10pm Monday to Friday,
8am - 6pm Saturday, 10am - 4pm Sunday |
| Pet Insurance | 0845 603 3585 | 8am - 9pm Monday to Friday,
9am - 5pm Saturday, 10am - 5pm Sunday |
| Life Insurance | ||
| Started since September 2009 | 0845 602 9199 | 8.30am - 6pm Monday to Friday |
| Started between December 2005 – August 2009 | 0845 601 9645 | |
Click here for current call charges and information. Calls may be monitored and/or recorded for quality and training purposes and for compliance within regulations.
In person:
Visit a Virgin Money Store
By email:
You can contact us by email at customerrelations@virginmoney.com. Please remember, information sent by email may not be secure, so we’d suggest you follow our policy of not sending any details of a personal or sensitive nature by email.
In writing:
Please write to us at:
Customer Relations
Virgin Money
Jubilee House
Newcastle upon Tyne
NE3 4PL
Our Complaints Process
However you choose to contact us, if we can’t resolve the problem straightaway, we will promptly acknowledge your complaint. We will aim to resolve your complaint within eight weeks, keeping you informed of progress. If there is any reason for a delay we will let you know.
Financial Ombudsman Service
We aim to resolve any concerns you raise with us internally. However, where you are not satisfied with our final response, or if eight weeks have passed since you first raised the matter with us, you have the right to refer your case to the Financial Ombudsman Service.
Contact details for the Financial Ombudsman are as follows:
Address
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone
0800 023 4567
Free for people phoning from a fixed line (for example, a landline at home)
0300 123 9 123
Free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02
Email
complaint.info@financial-ombudsman.org.uk
Website:
www.financial-ombudsman.org.uk
Other contact details
Lost and Stolen
Current Account customers
To report a lost and stolen Debit Card or chequebook for your Current Account, please call us on 0845 600 6103 or 0191 279 4604 between 8am to 8pm business days, 8am to 4pm Saturday and 10am to 3pm Sunday. Outside of these hours please call 0191 213 2343.
We can cancel it and re-order you a new one to replace it. Meanwhile, if you need to withdraw money from your account, pop into your nearest Store with ID - many of our Stores are open on a Saturday too.
Virgin Credit Card customers
To report a lost and stolen Virgin Credit Card please call us on 0800 015 0306. Lines available 24 hours a day, 365 days a year.
Click here for current call charges and information. Calls may be monitored and/or recorded for quality and training purposes and for compliance within regulations.
Technical help
technicalhelp@virginmoney.com
First line Technical Help is only available via email.
If you are ever concerned about an email which claims to be from Virgin Money, please forward, preferably as an attachment to: report.phishing@virginmoney.com
Staying safe online
If you suspect you may have been a victim of fraud or you've noticed any suspicious activity on any of your accounts please contact us immediately on 0845 607 6991.
Lines are open 8am - 8pm weekdays, 9am - 4pm Saturdays and 10am - 3pm Sundays. Click here for current call charges and information. Calls may be monitored or recorded.
Or, if you're concerned about an email which claims to be from Virgin Money, please forward, preferably as an attachment, to report.phishing@virginmoney.com
For more information about protecting yourself online please visit our Fraud Information Centre.
