Help Centre

New mortgages

What can I use any additional borrowing for?

Home improvements, debt consolidation, holidays, cars, shopping, weddings, college or university fees - in fact, just about anything you want. Unfortunately we can't lend against a residential property where the money is to be used for commercial purposes.

What is a fixed rate?

Fixed rate deals offer you the certainty of knowing that the interest rate will not change for an agreed period of time. This means you will know exactly what your monthly payment will be during this period.

What is a tracker mortgage?

Tracker deals offer an interest rate that is linked to the Bank of England Base Rate for a set period of time. These rates will vary, meaning your payments may go up or down in line with any changes to the Bank of England Base Rate during the period of the deal.

What is an Everyday mortgage?

Our Everyday product range contains our lowest priced mortgage rates. As well as offering low rates, products within this range also offer the following features:

Limited overpayments

You are able to make overpayments of up to 10% (of your outstanding balance) per calendar year without incurring an Early Repayment Charge. Any overpayments will immediately reduce the loan outstanding, resulting in a saving in the amount of interest charged.

Payment holidays

You may apply for a one month payment holiday for every nine consecutive full monthly payments you make. The maximum payment holiday period is three months, which can be applied for once you have made 27 consecutive full monthly payments.

Interest will continue to be charged during a payment holiday. Taking a payment holiday will also increase the outstanding balance upon which future loan interest charges are calculated.

When deciding if we will allow a payment holiday, we will assess your ability to repay the revised total mortgage balance and the associated monthly payments, based on your individual circumstances at the time. This will include an affordability assessment, which may require income verification. All payment holidays are subject to Virgin Money plc's prior agreement.

Please note that all features are subject to terms and conditions.

What is a Flexible mortgage?

Overpayments

You can make additional payments to your mortgage whenever you want, as long as you don't fully redeem your loan. Making overpayments will reduce the interest you pay over the life of your mortgage.

Underpayments

If you have made any overpayments to your mortgage, you may apply to make a lower monthly payment or stop your monthly payment.

Borrow Back

If you make overpayments, which total at least £500, then subject to Virgin Money's prior agreement, you may be able to borrow back some, or all, of the amount overpaid. The interest rate charged on any amount that you borrow back will be at your prevailing mortgage interest rate and the minimum amount that you can borrow back at any one time is £500.

Payment holidays

You may apply for a one month payment holiday for every nine consecutive full monthly payments you make. The maximum payment holiday period is three months, which can be applied for once you have made 27 consecutive full monthly payments.

Interest will continue to be charged during a payment holiday. Taking a payment holiday will also increase the outstanding balance upon which future loan interest charges are calculated.

When deciding if we will allow a payment holiday, we will assess your ability to repay the revised total mortgage balance and the associated monthly payments, based on your individual circumstances at the time. This will include an affordability assessment, which may require income verification. All payment holidays are subject to Virgin Money plc's prior agreement.

Please note that all flexible mortgage features are subject to terms and conditions.

What is the Loyalty Discount?

Once you have had a mortgage with us for seven years, a loyalty discount may be available provided that:

  • You do not currently benefit from a special rate (such as a product discount, a guaranteed rate, or a fixed rate)
  • You are not within an Early Repayment Charge period
  • You have lived in the same property for 7 years

How is interest calculated?

Daily Interest - on all of our products currently available we charge interest daily. This means that every time you make a payment it comes straight off your balance and we adjust the amount of interest you owe immediately.

What fees will I have to pay?

The fees payable will vary depending upon which mortgage deal you choose and whether you are applying for any additional funds. We will provide full details of all the relevant fees as you go through your application, and you will receive confirmation of the fees that you must pay within your Key Facts Illustration (KFI).

What are these fees for?

Product Fee

Paying a product fee allows you to take a mortgage deal with a lower rate of interest. If however you would prefer to keep your costs as low as possible, you could take advantage of one of our Fee Saver Options and avoid paying a product fee in return for a slightly higher rate of interest.

Valuation Fee

A valuation is required upfront with your application for new home purchase customers. This fee varies upon the valuation of the property but all include a non-refundable £99 application fee. The remainder of the balance is for the actual valuation of the property itself. This figure is shown during the application process. The valuation fee must be paid upfront with your application by cheque, debit or credit card. This fee cannot be added to your mortgage balance. However for Scottish cases, where the valuer is not instructed by Virgin Money, the application fee can be added to the mortgage account on completion.

Legal Fees:

Purchase Customers

These fees will be payable to and arranged with your nominated solicitor / conveyancer.

Remortgage Customers

We offer a rapid remortgage service, where we can instruct a firm of solicitors from our panel to act on your behalf. Please contact us for details of the charges, which can be paid directly to the solicitors or added to your mortgage upon completion.

Current account

How can I view my account balance?

Your Virgin Current Account offers many convenient ways to keep track of your balance and spending. You can find out your balance:

  • Online, by signing in to view your account
  • In Store Link opens in a new window 
  • At any cash machine with the LINK or VISA symbol
  • At any UK Post Office
  • By phone. 0345 600 6103. We are here from 8am to 8pm Monday to Friday, 8am to 4pm on Saturdays and 10am to 3pm on Sundays.

I have a question about my PIN number

I have entered the wrong PIN three times in a shop. How can I unlock it?

  • If you remember your PIN, you can unlock it at any cash machine, simply choose ‘Unlock PIN’.
  • If you can't remember your PIN, you can order a PIN reminder by calling us on 0345 600 6103*.

I have entered the wrong PIN three times at a cash machine. How can I unlock it?

  • You will need to order a PIN reminder by calling us on 0345 600 6103*. Once you have received this then just visit any cash machine and choose ‘Unlock PIN’ to get your card up and running again.

Can I change my PIN?

  • Yes, you can change it at any time at most LINK cash machines. Follow the simple instructions on screen.

*We are here from 8am to 8pm Monday to Friday, 8am to 4pm on Saturdays and 10am to 3pm on Sundays.

What are the interest rates and charges?

Virgin Essential Current Account

Credit interest

GrossNet1AER2
1.0%0.8%1.0%

We pay credit interest monthly and add this to your account on the 27th of each month or the next business day if the 27th is not a business day.

1 Net is the annual rate of interest payable after deduction of basic rate income tax (currently 20%). We pay interest net. Where the tax deducted exceeds your tax liability (if any) you may make a repayment claim to HM Revenue & Customs. If your income falls within the basic rate band the tax deducted will match your tax liability on the interest and you will have nothing further to pay. If you are liable to tax at the higher rate(s) you will have an additional tax liability. For more information please visit https://www.gov.uk/apply-tax-free-interest-on-savings Link opens in a new window 

2 AER stands for Annual Equivalent Rate and shows what the interest rate would be if interest was paid and added to the capital balance each year.

The current charges that apply to your account are:

We have made every aspect of the Virgin Essential Current Account as simple as possible, including our charges. Here is a list of the few things we charge for. All charges will be applied immediately.

ServiceCharge
Additional paper copy of your statement£10
Same-day electronic transfer (CHAPS)£30 per transfer
Debit card purchases abroadNo charge
Cash machine withdrawals abroad£1.50 per transaction

Standard same-day transfers (by Faster Payment) are available free of charge. For more information on the different payment methods please refer to your Welcome Guide.

Changes to rates and charges

The rates and charges above may change in the future. If they do, we will let you know at least two months before the changes apply.


Virgin Current Account (previously opened with Northern Rock)

Please note, this account is closed to new applications.

The current interest rates that apply to your account are:

Credit interest
(Payable on balances of £1 or more)

GrossNet1AER2
0.10%0.8%0.10%

Overdraft (debit) interest

ArrangedUnarranged
11.9% APR18.9% APR

We pay credit interest monthly and add this to your account on the 27th of each month or the next business day if the 27th is not a business day. We take overdraft (debit) interest monthly from your account on the 21st of each month or the next business day if the 21st is not a business day.

1 Net is the annual rate of interest payable after deduction of basic rate income tax (currently 20%). We pay interest net. Where the tax deducted exceeds your tax liability (if any) you may make a repayment claim to HM Revenue & Customs. If your income falls within the basic rate band the tax deducted will match your tax liability on the interest and you will have nothing further to pay. If you are liable to tax at the higher rate(s) you will have an additional tax liability. For more information please visit https://www.gov.uk/apply-tax-free-interest-on-savings Link opens in a new window 

2 AER stands for Annual Equivalent Rate and shows what the interest rate would be if interest was paid and added to the capital balance each year.

The charges that apply to your account are:

ServiceChargeWhen is the charge applied?
Unpaid Direct Debit, standing order or cheque (due to insufficient funds in your account)£10 per item (maximum of seven per month)See 'Charging period' below
Additional paper copy of your statement£10Straightaway
Debit card purchases abroadNo charge 
Cash machine withdrawals abroad£1.50 per transactionStraightaway
Same-day electronic transfer (CHAPS)£30 per transferStraightaway
Unarranged overdraft charge (monthly)£25See 'Charging period' below
Arranged overdraft charge (monthly)£10See 'Charging period' below
Request to stop a cheque£10 per chequeStraightaway
Copy cheques£5 per chequeStraightaway

Changes to rates and charges

The rates and charges above may change in the future. If they do, we will let you know at least two months before the changes apply.

Charging period

We add up the debit interest, overdraft charges and charges for unpaid Direct Debits and standing orders incurred on your current account between the 28th of the previous month and the 27th of the current month (known as the 'charging period') and write to you on the 28th of the current month to tell you what these charges are. We will then apply any charges to your account on the 21st of the following month. If the 21st is not a business day, the charges are applied the next business day.

Our rates and charges leaflets

You can save or print full details of all our charges using the leaflets below:

Current Account overdraft charges and scenarios PDF opens in a new window 
(PDF, 43KB)

How can I make sure Direct Debits, standing orders and cheques are paid from my account?

You will need to have cleared funds in your account by 2pm on the day that a Direct Debit, standing order or cheque is due to be taken from your account, so that items can be paid.

If we are unable to make a payment because there is not enough money in your account then the item will be returned unpaid. We may also apply a charge to cover the cost of the extra administration we need to do to stop the payment.

For details of the charges that apply to your account please see the question 'What are the interest rates and charges that apply to my account?' of this help section or refer to your terms and conditions.

What if my debit card is lost or stolen?

If you think your card has been lost or stolen, please call 0345 600 6103 straightaway, or if you are abroad, please call us on +44 191 279 4604.

You can use this number 24/7 to report lost or stolen cards. Calls are charged at your service provider's prevailing rate and may be monitored and recorded.

Can I use my debit card abroad?

Please tell us before you travel abroad to help avoid any issues with using your card while you are away – you can call us on 0345 600 6103* or visit your local Virgin Money Store Link opens in a new window 

You can use your card for shopping and withdrawing cash overseas, wherever you see the VISA symbol. Just remember:

  • Outside the UK, you will be charged for using your card. For details of the charges that apply to your account please see the question 'What are the interest rates and charges that apply to my account?' of this help section or refer to your terms and conditions. The exchange rate for overseas transactions is determined by VISA on the day they receive the transaction.
  • It is sensible to take other sources of money, not just your debit card
  • From outside the UK you can call us on +44 191 279 4604* if you need to speak with us.

*We are here from 8am to 8pm Monday to Friday, 8am to 4pm on Saturdays and 10am to 3pm on Sundays.

Where can I use my debit card?

Your Virgin Debit Card offers a convenient way to access the money in your current account. With your card, you can:

  • Shop online, on the high street, over the phone and by post.
  • Withdraw up to £250 per day at cash machines with the LINK or VISA symbol.
  • Take out up to £250 cashback per day at the till at participating retailers (cashback is limited to £100 per transaction and is part of your £250 cash machine limit – the retailer may have their own lower limit).
  • Take out an additional £250 at over 11,000 Post Office branches nationwide.
  • Shop and withdraw cash abroad wherever you see the VISA symbol (unless your debit card has ‘UK only’ on the front).

Remember, if you use your card for 'cash equivalent' transactions (like travellers cheques, foreign currency or gambling) this will count towards your £250 daily cash machine limit.

For further details on using your debit card, please see the leaflet below.

Guide to your Virgin Debit Card PDF opens in a new window 
(PDF, 1,171KB)

How can I pay money into my account?

You can pay money into your account by:

Cash

  • Visiting a Virgin Money Store Link opens in a new window and paying in your cash (note: 19 of our stores do not accept cash).
  • Visiting a Post Office and paying in your cash – £5,000 max for large branches and £1,000 at concessions.

Cheque

Please make cheques payable to 'Virgin Money for the account of (insert account holder(s) name(s))’. Please also write your account number on the back of the cheque(s).

Electronic payments

If you are making an electronic transfer from another bank or building society, you will need to quote the following details:

Faster Payments / BACS (Bankers Automated Clearing Service)

Sort code: 08-60-64
Account number: your eight digit account number

Faster Payments are usually processed within a few hours, but can take up to one business day.

BACS transfers should reach your account within three business days after they are sent.

Please note, if you have a chequebook with your account, the sort code on your chequebook is different to the one on your debit card and you should not use it for other payments on your account. If you need to provide a sort code (e.g. to set up a Direct Debit or for someone to pay money into your account), please quote the one on your debit card – this is the same as the one at the top of your statement.

CHAPS transfer

Sort code: 08-02-65
Account number: 50048407
Reference: your eight digit account number and your name
CHAPS transfers should reach your account the same day they are sent.

International money transfer

Sort code: 40-02-50
Account number: 61333372
Reference: your eight digit account number and your name
BIC number: NRNBGB22XXX
IBAN number: GB07MIDL40025061333372

Other ways to pay money into your account

  • Bank Giro Credit.
  • Transfer from another account with us (subject to the terms and conditions of that account).

How can I withdraw money from my account?

You have instant access to your money with your Virgin Debit Card. This allows you to:

  • Withdraw up to £250 per day at cash machines with the LINK or VISA symbol.
  • Take out up to £250 cashback per day at the till at participating retailers (cashback is limited to £100 per transaction and is part of your £250 cash machine limit – the retailer may have their own lower limit).
  • Take out an additional £250 at over 11,000 Post Office branches nationwide.

Remember, if you use your card for 'cash equivalent' transactions (like travellers cheques, foreign currency or gambling) this will count towards your £250 daily cash machine limit.

For further details on using your debit card, please see the leaflet below.

Guide to your Virgin Debit Card PDF opens in a new window 
(PDF, 1,171KB)

You can also take money out of your account by:

  • Visiting a Virgin Money Store Link opens in a new window (not including our 19 non-cash stores) and withdrawing cash (£2,000 limit).
  • Cheque (if a chequebook is provided with your account).
  • Standing order or Direct Debit.
  • Electronic payment / transfer to another account (subject to the terms and conditions of that account).
  • CHAPS (Clearing House Automatic Payment System). We charge a fee for this service – please see the question 'What are the interest rates and charges that apply to my account?' for details.

Remember, the sort code on your new chequebook is different to the one on your debit card – if you need to provide a sort code (e.g. to set up a Direct Debit), please quote the one on your card.

How long do cheques take to clear?

When you pay a cheque into your account, it takes six working days for the cheque to fully clear, as shown below. This is standard for all banks.

Working daysProcessReal life example
Day 0We process your cheque at Head Office before 5pm
We process your cheque in Store before 3pm
Monday
Day 2You begin to earn interest on the cheque amountWednesday
Day 4You can make withdrawals against the balance on your account, including the cheque amount.Wednesday
Day 6At close of business today, the cheque cannot be taken back from the account without the account holder’s consent.Tuesday

If a cheque is paid into your account by someone who has recently switched their bank account, it could take up to an extra two days to clear if the cheque came from their old account.

How can I contact Virgin Money?

If you have any questions and would like to speak to us, please call us on 0345 600 6103. We are here from 8am to 8pm Mondays to Fridays, 8am to 4pm on Saturdays and 10am to 3pm on Sundays. Or, you can visit your local Virgin Money Store.

If you think your card has been lost or stolen, please call 0345 600 6103 straightaway. You can use this number 24/7 to report lost or stolen cards. Calls are charged at your service provider's prevailing rate and may be monitored and recorded.

Savings

How can I make additional deposits to my online account?

Additional deposits can be made online by BACS, Faster Payment Service or CHAPS.

The following details need to be quoted for a BACS or Faster Payments transfer:

Sort Code: 08-60-64
Account Number: Your Online Account Number

BACS transfers should reach your Virgin Money Account by the 3rd working day after it is sent. Please see question 7 for further details on Faster Payments.

CHAPS transfers should reach your Virgin Money Account the same day they are sent. Please note your bank may charge for this service.

The following details need to be quoted for a CHAPS transfer:

Sort Code: 08-02-65
Account Number: 50048407
Customer account number as reference
Account Holder's Name

Alternatively send your cheque deposit to us with a completed, signed Transaction Request Slip quoting your Account Number. Please make cheques payable to 'Virgin Money for the account of insert [Account Holder(s) name(s)]' and send it to us in one of the prepaid envelopes included in your Welcome Pack.

You can also make cash deposits to your online account via many of our Stores.

Not all of our Stores offer a full banking service. Any facility which is not available at your local Store, excluding cash deposits and general cash transactions, can be processed at our Main Office. Please refer to your local Store for further details.

How do I close my account?

If you wish to close your online account, you should log on to your account to carry out the withdrawal / closure. Please refer to the Key product information sheet for information on withdrawals from your account. If you know the type of account you have, you can view existing account information and download your Key product information sheet.

How much money can I pay into my Cash ISA?

You can currently make combined payments of up to £15,240 into your Cash ISA and Stocks & Shares ISA per tax year. You can usually make your payments into an Easy Access Cash ISA whenever you want, and into a Fixed Rate Cash ISA you can add to the account for 30 days from opening it. Any deposits received after 30 days may be returned to you. You can currently pay up to a combined £15,240 into a Cash and Stocks & Shares ISA. For example, you can invest:

  • £10,120 into a Cash ISA and £5,120 into a Stocks & Shares ISA; or
  • £15,240 into a Cash ISA and £0 into a Stocks & Shares ISA; or
  • £2,120 into a Cash ISA and £13,120 into a Stocks & Shares ISA.

In any tax year you can only subscribe to one Cash ISA and one Stocks and Shares ISA.

Learn about Cash ISAs Link opens in a new window 

How do I transfer my existing ISA to Virgin?

Make sure your Cash ISA is open and able to receive deposits (some of our Cash ISAs only allow transfers for a limited time after opening).

Fill out an ISA transfer authority form PDF opens in a new window. This lets us know which ISA you want to move to us (if you are moving more than one, fill out a form for each one). You can move all of your ISAs, or you can move everything you have subscribed this tax year.

Send your form into our dedicated ISA transfer team at:

ISA Transfers,
Operations,
Jubilee House,
Gosforth,
Newcastle upon Tyne,
NE3 4PL

Sit back, relax - our ISA team will take it from here. For Cash ISA transfers, interest will be earned from the date of the cheque, from the date the funds were sent to us by your existing ISA provider, or day 16 of the transfer process if earlier. For transfers from Stocks and Shares ISAs, interest will be earned from the date of receipt. Please note, however, under the ISA Regulations it can take up to 15 business days to complete your request to transfer your Cash ISA. The transfer of Stocks and Shares ISAs may take longer.

View our range of Cash ISAs Link opens in a new window 

Learn about the Virgin ISA Transfer Service Link opens in a new window 

How do I transfer funds from an existing Virgin Money account to my online account?

You can transfer from an existing account with us, subject to the terms and conditions of that account.

For no-notice accounts complete part 2 of the Transaction Slip available to download from our website.

If you want to close the account and transfer the full balance including interest to your online account please write 'TO CLOSE' in the amount field.

When complete, please send your request in one of our prepaid envelopes to our registered Main Office and we will transfer your funds into your online account for you.

How do I make withdrawals from my online account?

To take money out of your account, you must log on to your Home Page. Choose your account. Under the heading 'Take money out', select your preferred method of withdrawal. If you wish to close your account, please ensure that you select the box which confirms you require closure without placing an amount in the box. Please remember a CHAPS withdrawal will incur a charge of £30.

I want to check what my interest payment details are

You can do this by logging onto your Home Page, choose your account and click on 'view'. Under the heading 'Amend details' select 'Amend Interest Details'. This will display your current interest payment method, and if applicable, the bank details that your interest payments are being sent to. You can either click 'Cancel' to return to your account or 'Next' to amend your interest payment details.

If you wish to change the interest payment frequency after the account is opened, the account must be closed and a new account opened. An application for a new account must be submitted.

Will you ever ask me for my security details?

We will never send emails asking you to provide, update or confirm personal or security information, like your account number, password or security details via email. Please be extremely vigilant when accessing your online accounts in public places e.g. Internet cafes.

If you do receive an email claiming to be from Virgin Money, asking you to confirm your security details online, it is very important that you do not respond to it.

Please forward it, preferably as an attachment, to: report.phishing@virginmoney.com Email opens in a new window. We won't be able to reply individually but we do investigate every email to ensure that any fraudulent sites are closed down as quickly as possible.

If you are ever concerned that you may have divulged information or compromised your security details, please contact our helpline on 0345 607 6991 or 0191 279 2055.

* Lines are open 8am - 8pm Monday to Friday, 8am - 4pm Saturdays and 10am - 3pm Sundays.

Technical help

When using the Virgin Money online service, the screens keep freezing

This may be happening because the "Temporary Internet Files" folder is reaching its storage limit. Consider clearing the browsing data from your browser and try logging in again.

Problems of this nature may also be caused by malicious software or browser add-ons. Ensure that you regularly run anti-virus and anti-malware, adware & spyware scans to detect and remove potential threats from your machine.

The system asks for the same password character or security question every time

The same character or question will be asked until you answer it correctly or the system is locked out, this is to protect you against fraudsters who may only hold specific snippets of information (also known as 'brute force attacks). This is a security feature of our system that prevents 'brute force' password attacks.

For further information contact Technical Help.

I get a message telling me that the Virgin Money Security Certificate is invalid

This may be because:

Your computer clock/calendar is incorrectly set. To correct your PC clock, double click the clock in the bottom right corner of your screen. Set your date and time correctly then select 'Apply'. If your PC clock does not maintain the correct settings, it may be due to a low/flat CMOS battery on older motherboards.

This kind of message is also experienced with some older browsers - The supplier of your browser may supply an update to install the necessary libraries.

Security details

Passwords play an integral part in your account security and it is imperative that you keep your password protected and do not disclose it to anyone else.

The same applies to your answers to the security questions we ask. Our advice is to commit all of this information to memory. It is vitally important that your security details are not recorded where they can be discovered, or observed, by anyone else. We also recommend that you change your password frequently, as an additional, but valuable security measure.

  • Choose alphanumeric passwords and include special characters; avoid obvious passwords (family names, pet names etc), do not reveal your passwords to anyone else. Avoid writing a password down, if you think someone else knows your password, change it immediately.
  • If you are using the Internet in a public place such as an Internet Cafe, do not leave the PC unattended and ensure that no one is watching what you type.
  • You should not choose or change your personal information if you are in a public place such as an Internet cafe.
  • Make sure you log off from online banking upon completion of your session.
  • Do not respond to e-mails that request personal information such as passwords, including any which appear to have been sent by Virgin Money, we will never request this information from you.

If you suspect that the security of any account has been compromised, contact Virgin Money immediately.

What we do to protect you

We are committed to making our service as safe as possible. Below are some of the ways that we help to protect you:

  • Our Online Services are hosted on a secure encrypted server - Encryption converts your information into a secure format before it is sent over the Internet.
  • Our Online Services automatically log you out if you haven't used the service for 15 minutes - This increases security by limiting the time our online services are available should you forget to log out or leave your computer.
  • Our log-in process includes the need to enter three letters of your password. These characters will be masked on input.
  • If you make a number of incorrect attempts to log-in, we will disable your access - This is to stop fraudsters repeatedly trying to guess your details.

How to protect yourself

In addition to the steps we have taken to protect you, there are a number of ways that you can help to protect yourself:

Personal security information

Passwords play an integral part in your account security and it is imperative that you keep your password protected and do not disclose it to anyone else. The same applies to your Customer ID and your answers to the security questions we ask. Our advice is to commit all of this information to memory.

If you are ever concerned that you may have divulged information or compromised your security details, please contact our helpline on 0345 607 6991.

Last logged on details

Every time you log on to our online services, we display the time and date you last logged on. If you believe that this is incorrect, someone else may have accessed your accounts online and you must contact the Virgin Money helpdesk immediately on 0345 607 6991 or 0191 279 2055. Lines are open 8am - 8pm Monday to Friday, 8am - 4pm Saturdays and 10am - 3pm Sundays.

Using the internet in a public place

Internet cafes are not always secure and sometimes these computers save passwords and other personal information without your knowledge. If you are using the Internet in a public place, do not leave the PC unattended and ensure that no one is watching what you type. You should not choose or change your personal information if you are in a public place such as an Internet cafe.

When you are finished your session, always ensure that you close your browser and log off.

Install security software - Protect your computer with security software that includes firewalls, anti-virus, and anti-spyware software. To be effective, the software should be updated on a regular basis.

Phishing

Some UK banks have become targets of fraudulent e-mail scams, where customers have been requested to provide or confirm their online security details by e-mail. This is referred to as "phishing". These e-mails usually talk about online security and ask you to click on a link and enter your security details into what may look like a genuine website. It's very important you do not use these links and enter your security details. Unfortunately, there is little that Virgin Money, or any other bank can do to stop these e-mails being sent.

This is how Virgin Money would communicate with you:

What we do

Any e-mail we send you will only contain links to features and information or promotions about Virgin Money's products and services, unless you have requested to reset your password. If you have not requested to reset your password and you receive an email supposedly from Virgin Money asking for personal or security information then do not respond and forward it, preferably as an attachment, to report.phishing@virginmoney.com Email opens in a new window. These links are for your convenience and you should always use our full website address directly in order to access your accounts.

What we don't do

We will never send e-mails asking you to provide, update or confirm personal or security information, like your account number, PIN, password or answers to security questions via e-mail. Do not respond to e-mails that request personal information such as passwords, including any which appear to have been sent by Virgin Money, we will never request this information from you. Please forward it, preferably as an attachment, to report.phishing@virginmoney.com Email opens in a new window. We won't be able to reply individually but we do investigate every e-mail to ensure that any fraudulent sites are closed down as quickly as possible.

If you are ever concerned that you may have divulged information or compromised your security details, please contact our helpline on 0345 607 6991*. Lines are open 8am-8pm Monday to Friday, 8am-4pm Saturday and 10am-3pm Sunday.

Intermediaries

Please contact the Intermediary Online Support Team on 0345 602 8348. Lines are open Monday to Friday, 8.30am-6.00pm.*

Further information is available on this, and other security issues from the APACS website www.banksafeonline.org.uk Link opens in a new window. In addition, further information on identity fraud is also available at the CIFAS website www.identityfraud.org.uk Link opens in a new window.

* Calls are charged at your service provider's prevailing rate and may be monitored or recorded.

More information about online security

If you'd like more information about online security, here are few sites which offer advice and provide 'best practice' procedures.

Jargon Key

Firewall / Personal Firewall

A firewall is a device that controls the flow of communications across networks of computers by examining their source, destination and type - and comparing these with predetermined lists of allowed and disallowed transactions.

You need a firewall because once you're on broadband, your computer is continuously connected to the global internet and identified by a unique number - its IP address. So it's potentially visible to anyone else on the network, and malicious users may be able to gain access to it.

The firewall sits between your computer and the internet and permits or blocks connections between your computer and other computers on the net, according to rules defined by you. This can make it much more difficult to launch remote attacks on your computer.

There are two kinds of firewall - software and hardware. A software firewall is a program you install on your computer and a hardware firewall is a physical device that plugs into your broadband router and your computer via cables.

Encryption

Encryption is a way of scrambling information that is transferring between you and Virgin Money through a secure environment. The strength of encryption is measured by the number of bits being used in the scrambling process. The Virgin Money online application can only be accessed by a browser that uses 128-bit encryption (this is currently the most secured). The Virgin Money online application is protected by several layers of security, including two layers of encryption technology. Our encryption algorithm is internationally recognised and has been exposed to public scrutiny for several years with no specific vulnerabilities being exposed. Of course we keep the matter under constant review to make sure we have the highest standard of security for our customers.

Pop-Up Blocking

Programs designed to stop pop up adverts appearing on your screen whilst browsing the Internet.

Application

Software designed to allow computer users to carry out a specific task.

Browser

A browser is used to view web pages. Microsoft Internet Explorer and Mozilla Firefox are popular examples of web browsers.

Cache

A cache is a browser's temporary file storage area. In the case of Temporary Internet Files, when you visit a web page, a copy of that page is placed in the cache. On return to that page it will load more quickly because it is retrieved from your cache rather than the Internet. To see the newest version of the page, select refresh or type a question mark at the end of the URL (Web Address).

Network

A series of computers linked, allowing them to talk to each other. There are two main types of network, Local Area Networks (LAN) and Wide Area Networks (WAN). The Internet works on a WAN as it is made up of a collection of smaller networks linked together.

Proxy Server

A server that sits between a client application such as a Web browser, and a web server. It intercepts all requests to the web server to see if it can fulfill the requests itself. If not, it forwards the request to the web server.

Contacting Technical Help

If you've explored the suggestions on these technical help pages, please get in touch using the relevant phone number for your product on the contact us page.

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).