Contact us

Contact us

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To contact us

Who we are and how to contact us

The quickest way to contact us is through the telephone numbers below or the ‘Let's Talk’ facility in your savings or mortgage My Virgin Money account.

For alternative ways to contact us, and information about the Virgin Money group of companies (including who we are regulated by, our email and registered address) please see our Legal Information.

 

Phone numbers and opening hours

Virgin Credit Cards

New customersPhone numberInformation & opening hours
Track your application0800 092 13219am - 5pm Monday to Friday
Activate your card0800 015 0307 or activate your card online7am - 10pm Monday to Friday
8am - 9pm Saturday
9am - 9pm Sunday
Existing customersPhone numberInformation & opening hours
Members Shop08456 10 20009am - 5.30pm Monday to Friday
Lost or stolen cards0800 015 0306Lines available 24 hours a day, 365 days a year
Card servicing0800 015 03067am - 10pm, 7 days a week
Virgin Atlantic card servicing0800 056 7686Lines open 24/7
Check your balance, transactions or billText BAL, TRANS or BILL to 83838* or 07860 010 010*Account service available 24 hours a day
Calling from abroad+44 1244 673 101Call the operator and ask to reverse charges. Line open 24/7
Text relay18001 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 customersPhone numberInformation & opening hours
Online customers †0845 607 6991 *8am - 8pm business days
8am - 4pm Saturday
10am - 3pm Sunday
Postal, telephone and branch customers0845 600 4466 *8am - 8pm business days
8am - 4pm Saturday
10am - 3pm Sunday
Existing customersPhone numberInformation & opening hours
Online customers0845 608 1604 *8am - 8pm business days
8am - 4pm Saturday
10am - 3pm Sunday
Postal, telephone and branch customers0845 600 7301 *8am - 8pm business days
8am - 4pm Saturday
10am - 3pm Sunday
Calling from abroad+44 191 285 7191 *9am - 5pm Monday to Friday
(excluding Bank Holidays)

If you have a Virgin Cash ISA or Virgin Deposit Account with an account number starting 'VIR' please call 08456 10 20 30.

Main OfficeVirgin Money
Savings Operations 
Jubilee House
Gosforth
Newcastle upon Tyne
NE3 4PL

Store finder

Find a store

† 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 customersPhone numberInformation & opening hours
To apply for a mortgage or to discuss your borrowing options0800 028 52778am - 8pm business days
9am - 3pm Saturday
10am - 3pm Sunday
Existing customersPhone numberInformation & opening hours
General enquiries0845 602 8301 *8am - 7pm Monday to Friday
9am - 1pm on Saturday
Calling from abroad+44 191 285 7191 *9am - 5pm Monday to Friday
(excluding Bank Holidays)
Main OfficeVirgin Money
Mortgage Operations 
Jubilee House
Gosforth
Newcastle upon Tyne
NE3 4PL

*Click here for current call charges and information. Calls may be monitored and recorded.

Current Account

Existing customersPhone numberInformation & opening hours
General enquiries0845 600 6103*

8am - 8pm business days
8am - 4pm Saturday
10am - 3pm Sunday

Calling from abroad+44 191 279 4604*

8am - 8pm business days
8am - 4pm Saturday
10am - 3pm Sunday

Lost or stolen debit cards0845 600 6103*

You can use this number 24/7 to report lost or stolen cards


*Click here for current call charges and information . Calls may be monitored and recorded



Investments (Stocks and Shares ISAs and Unit Trusts)

New customersPhone numberInformation & opening hours
New customers08456 10 20 208am - 9pm, Monday to Friday
9am - 6pm Saturday
Existing customersPhone numberInformation & opening hours
General enquiries08456 10 20 308am - 9pm, Monday to Friday
9am - 6pm Saturday
Automated balance enquiry0800 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 customersPhone numberInformation & opening hours
New customers08456 10 20 408am - 9pm, Monday to Friday
9am - 6pm Saturday
Existing customersPhone numberInformation & opening hours
General enquiries08456 10 20 308am - 9pm Monday to Friday
9am - 6pm Saturday
Automated balance enquiry0800 917 97 91
Calling from abroad+44 1268 443 956

Click here for current call charges and information . Calls may be monitored or recorded.

Personal Loan

Existing customersPhone numbersInfomation & opening hours
General enquiries0845 602 21068am - 8pm Monday to Friday
9am - 3pm Saturday
10am - 3pm Sunday

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 customersPhone numberInformation & opening hours
Prepaid MasterCard08454 601 6068am - 7pm Monday to Friday
9am - 5pm Saturday
Prepaid Travel Money MasterCard0207 118 2211We're here 24/7
Existing customersPhone numberInformation & opening hours
Prepaid MasterCard08454 601 6068am - 7pm Monday to Friday
9am - 5pm Saturday
Prepaid Travel Money MasterCard0207 118 2211We're here 24/7
Calling from abroad
Prepaid MasterCard+44 8454 601 6068am - 7pm Monday to Friday
9am - 5pm Saturday
Prepaid Travel Money MasterCard+44 207 118 2211We're here 24/7

Click here for current call charges and information. Calls may be monitored or recorded.

Car Insurance

New customersPhone numbersInformation & opening hours
New customers0800 917 53978am - 8pm Monday to Friday
9am - 5pm Saturday
Existing customersPhone numbersInformation & opening hours
General enquiries0844 335 66048am - 8pm Monday to Friday
9am - 5pm Saturday
If your policy is due for renewal please call0800 456 11748am - 8pm Monday to Friday
9am - 5pm Saturday
To make a claim0844 335 610824 hours a day, 7 days a week
Breakdown cover0800 107 414924 hours a day, 7 days a week
Motor Legal Cover, Hire Car Cover or Personal Accident Cover claims0844 335 610824 hours a day, 7 days a week
Key Cover claims0871 230 121324 hours a day, 7 days a week

Click here for current call charges and information. Calls may be monitored or recorded.

Home Insurance

New customersPhone numbersInformation & opening hours
New customers0800 917 53988am - 8pm Monday to Friday
9am - 5pm Saturday
Existing customersPhone numbersInformation & opening hours
General enquiries0844 335 66618am - 8pm Monday to Friday
9am - 5pm Saturday
If your policy is due for renewal please call0800 456 11748am - 8pm Monday to Friday
9am - 5pm Saturday
To make a claim0844 335 613724 hours a day, 7 days a week
Family Legal Assistance0844 335 613724 hours a day, 7 days a week
Key Cover claims0871 230 121324 hours a day, 7 days a week
Home Emergency Assistance0800 917 624424 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 customersPhone numbersInformation & opening hours
General policy claims: new claims0845 602 726324 hours / 365 days a year
General policy claims: existing claims0845 602 268024 hours / 365 days a year
Plus – Home Assistance (optional cover)
Enquiries / changes / claims
0845 602 565324 hours / 365 days a year
Plus – Family Legal Protection (optional cover)
Enquiries / changes / claims
0845 602 553524 hours / 365 days a year
Plus – Identity Theft (optional cover)
Enquiries / changes / claims
0870 164 82149am – 5pm Monday to Friday, excluding bank hols

Click here for current call charges and information. Calls may be monitored or recorded.

Travel Insurance

New customersPhone numberInformation & opening hours
New customers0844 888 39008am - 10pm Monday to Friday
9am - 5.30pm weekends and bank holidays
Existing customersPhone numberInformation & opening hours
To make a claim or speak to us about an existing claim0844 888 39029.00am - 5.00pm Monday to Friday
To make an emergency claim+44 207 748 890824 hours a day, 7 days a week
To renew or amend your policy0844 888 39018am - 10pm Monday to Friday
9am - 5.30pm weekends
Travel advice line+44 207 748 890824 hours a day, 7 days a week

Click here for current call charges and information. Calls may be monitored or recorded.

Pet Insurance

New customersPhone numbersInfomation & opening hours
New customers0800 051 04778am - 9pm Monday - Friday
9am - 5pm Saturday
10am - 5pm Sunday and bank holidays
Existing customersPhone numbersInfomation & opening hours
To make a claim0845 603 35889am – 5pm Monday to Friday
To update your policy0845 603 35858am – 9pm Monday to Friday
9am – 5pm Saturday
10am – 5pm Sunday and bank holidays
Helplines
Services include 'Find a vet', 'Pet minder', 'Pet legal' and 'Bereavement counselling'.
0870 024 066324 hours, 7 days a week

Click here for current call charges and information. Calls may be monitored or recorded.

Life Insurance

Existing customersPhone numbersInformation & opening hours
Started since 14 September 20090845 602 91998.30am – 6pm Monday to Friday
Started between December 2005 - August 20090845 601 96458.30am – 6pm Monday to Friday
Started before December 20050800 073 17779am – 5pm Monday to Friday

Click here for current call charges and information. Calls may be monitored or recorded.

Virgin Cancer Cover

Existing customersPhone numbersInfomation & opening hours
Existing policy enquiries and claims0845 601 96458.30am – 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

 

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.

ProductPhone numberInformation & opening hours
Virgin Credit Cards0800 015 0306Lines available 24 hours a day, 365 days a year
Prepaid Cards
Mastercard0845 460 16068am - 7pm Monday to Friday
8am - 5pm Saturday
Savings
Online customers0845 607 69918am - 8pm Monday to Friday
Post, Telephone, Store and Current Account customers0845 600 4466
Investments & Pensions
For all products with account number starting with 'VIR'
0845 610 20308am - 9pm Monday to Friday,
9am - 6pm Saturday
Mortgages0845 602 83018am - 7pm Monday to Friday,
9am - 1pm Saturday
Virgin Home Insurance0844 335 66618am - 8pm Monday to Friday,
9am - 5pm Saturday
Motor Insurance0844 335 66048am - 8pm Monday to Friday,
9am - 5pm Saturday
Travel Insurance0844 888 39358:30am - 5pm Monday to Friday
Pet Insurance0845 603 35858am – 9pm Monday to Friday
9am – 5pm Saturday 
10am – 5pm Sunday and bank holidays
Life Insurance
Started since September 20090845 602 91998.30am - 6pm Monday to Friday
Started between December 2005 – August 20090845 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
Gosforth
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.

Click here for information about our complaint volumes.

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
Exchange Tower
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

Take a look at our dedicated technical help pages

If you’ve explored the suggestions on these pages, please call us using the relevant phone number for your product (see above).

So we can help you when you call, please have the following information to hand:

  • Details of the problem including any error messages.
  • Your operating system (e.g Windows 8 / MacOS 10.8 / Mavericks ) - older operating systems may not be supported by suppliers but we'll do our best to help.
  • Your internet browser and version number (Internet Explorer 10, Firefox 26, Chrome 31, Opera, Safari).
  • Any browser toolbars you're using (e.g Google Toolbar, CallingID).

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.