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
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
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
