How to make a complaint
At Virgin Money we are committed to providing outstanding customer service, so if you're unhappy with something, then please make sure you let us know by contacting us in any of the following ways:
Letter:
The Service Quality Team
Virgin Money
Discovery House
Whiting Road
Norwich
NR4 6EJ
Fax:
01603 215 700
email:
info@virginmoney.com
If you have a complaint relating to your Virgin Credit Card, please write to the following address:
Virgin Credit Card
The Customer Advocate Office
PO Box 1004
Chester Business Park
Wrexham Road
Chester
CH4 9WW
Please remember, information sent by e-mail may not be secure, so we'd suggest you follow our policy of not sending any details of a personal or sensitive nature by e-mail. You can simply give us a call on the numbers listed for existing customers or if you have a Savings and Investment product log on to Online service and use the secure messaging facility.
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
0845 080 1800
Email
complaint.info@financial-ombudsman.org.uk
Website:
www.financial-ombudsman.org.uk
