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If you're worried about the impact of coronavirus on you or your business, we want to reassure you that we're here to help. Our help section has the latest information about how we can support you and will be regularly updated as the situation changes.

View our coronavirus help

If you do need to contact us, please be aware that we’re receiving a higher number of calls than usual. Our priority is to protect our services for those customers that need us most so we ask that if your visit or call is not urgent, you leave the way clear for to us help them first.

Our Online Service is available as usual. And if you need our support and really need to speak to someone, please call, but bear in mind that you’ll need to wait longer than usual.

Phone numbers and opening hours

As more of our colleagues become personally affected by the coronavirus situation, we have had to make some changes to our call centre opening hours. We'll keep this page updated as the situation changes and you can also follow us on social media for regular updates.

Business

All customersPhone numberInformation & opening hours
General enquiries0345 606 76878am - 6pm Monday to Friday
8am - 2pm Saturday
10am - 1pm Sunday

Cards

New customers

New customersPhone numberInformation & opening hours
Queries about your application0800 389 2875Closed, we will contact you if we need any further information to progress your application.
Activate your card0800 633 504524 hours a day, 7 days a week

Existing customers

Existing customersPhone numberInformation & opening hours
Lost or stolen cards0800 011 321024 hours a day, 7 days a week
Card servicing0800 011 32108am - 8pm Monday - Saturday
10am - 5pm Sunday
Text for info (Check your balance, transactions or bill)Text BAL, TRAN or BILL plus the last 4 digits of your card (eg.BAL1234) to 8830024 hours a day, 7 days a week
Calling from abroad+44 191 284 900524 hours a day, 7 days a week
Money worries0800 028 66928am – 8pm Monday to Friday
8am – 1pm Saturday
Text relay18001 0800 011 3210 (UK only)8am – 8pm Monday to Saturday
10am – 5pm Sunday

New customers

New customersPhone numberInformation & opening hours
Queries about your application0800 876 6656Closed, we will contact you if we need any further information to progress your application.
Activate your card0800 917 749124 hours a day, 7 days a week

Existing customers

Existing customersPhone numberInformation & opening hours
Card servicing0800 085 32108am - 8pm Monday to Saturday
10am - 5pm Sunday
Lost or stolen cards0800 085 321024 hours a day, 7 days a week
Text for info (Check your balance, transactions or bill)Text BAL, TRAN or BILL plus the last 4 digits of your card (eg.BAL1234) to 8830024 hours a day, 7 days a week
Calling from abroad+44 191 284 906424 hours a day, 7 days a week
Virgin Atlantic Flying Club0344 412 241424 hours a day, 7 days a week

Existing customers

Existing customersPhone numberInformation & opening hours
Prepaid Mastercard0333 900 50058am - 7pm Monday to Friday
9am - 5pm Saturday
Prepaid Travel Money Mastercard0207 118 221124 hours a day, 7 days a week

Calling from abroad

Existing customers

Existing customersPhone numberInformation & opening hours
Prepaid Mastercard+44 333 900 50058am - 7pm Monday to Friday
9am - 5pm Saturday
Prepaid Travel Money Mastercard+44 207 118 221124 hours a day, 7 days a week

Current Accounts

Got a question?

Before you call, save time by checking if we’ve already answered your query.

View Virgin Money Current Account questions and answers
Existing customersPhone numberInformation & opening hours
General enquiries0800 121 736524 hours a day, 7 days a week
Calling from abroad+44 141 221 730024 hours a day, 7 days a week
Lost or stolen debit cards0800 121 736524 hours a day, 7 days a week
Got a question?

Before you call, save time by checking if we’ve already answered your query.

View Essential Current Account questions and answers
Existing customersPhone numberInformation & opening hours
General enquiries0345 600 61038am - 6pm Monday to Friday
8am - 2pm Saturday
10am - 1pm Sunday
Calling from abroad+44 191 279 46048am - 6pm Monday to Friday
8am - 2pm Saturday
10am - 1pm Sunday
Lost or stolen debit cards0800 012 1512
(+44 191 279 4604 if calling from abroad)
24 hours a day, 7 days a week
I'm not sure which current account I have
Virgin Money Current Account, M Account and B AccountEssential Current Account
Sort CodeStarts with 05 or 8208-60-64
Account openedAfter 2 December 2019 (or you originally opened your account with Yorkshire Bank, Clydesdale Bank or B)Before 20 October 2019 (or you originally opened your account with Northern Rock)

Savings

New customers

New customersPhone numberInformation & opening hours
Online customers0345 607 69918am - 6pm Monday to Friday
8am - 2pm Saturday
10am - 1pm Sunday
Postal, telephone and branch customers0345 606 76858am - 6pm Monday to Friday
8am - 2pm Saturday
10am - 1pm Sunday

Existing customers

Existing customersPhone numberInformation & opening hours
Online customers0345 608 16048am - 6pm Monday to Friday
8am - 2pm Saturday
10am - 1pm Sunday
Postal, telephone and branch customers0345 600 73018am - 6pm Monday to Friday
8am - 2pm Saturday
10am - 1pm Sunday
Lost and stolen account documentation0800 012 1440
(+44 191 279 3244 if calling from abroad)
24 hours a day, 7 days a week
Calling from abroad+44 191 279 44058am - 6pm Monday to Friday
8am - 2pm Saturday
10am - 1pm Sunday

Loans

Got a question?

Before you call, why not save time by checking if we’ve already answered your query.

View Loans questions and answers
Reason for callingPhone numberOpening hours
Personal loan enquiries0800 707 6471 or +44 141 951 7320 if calling from abroadMonday to Friday 8am to 6pm and Saturday 9am to 1pm
To speak to our financial care team0800 141 2261Monday to Friday 8am to 9pm and Saturday 8am to 5pm
To discuss a bereavement0800 011 3238Monday to Friday 8am to 6pm

Mortgages

New customers

New customersPhone numberInformation & opening hours
To apply for a mortgage or to discuss your borrowing options0345 605 05008am - 6pm Monday to Friday
9am - 2pm Saturday
Calling from abroad+44 191 279 32808am - 6pm Monday to Friday
9am - 2pm Saturday

Existing customers

Existing customersPhone numberInformation & opening hours
General enquiries0345 602 83018am - 6pm Monday to Friday
9am - 1pm Saturday
Calling from abroad+44 191 279 32798am - 6pm Monday to Friday
9am - 1pm Saturday

If you’re a Solicitor looking to contact us to request a Redemption Statement please use our online facility.

For any queries relating to pre and post application, call your dedicated Regional Service Team.

New Build0345 600 1477*
North0345 600 1706*
South0345 601 0680*
East0345 606 0301*
West0345 605 7025*

Your dedicated Regional Service Team are policy experts and have access to underwriters. Call them if you have a query about any of the following:

  • New business criteria enquiries
  • Declined decision in principles or applications
  • A loan amount generated
  • An application already submitted
  • Help or support with our online application system Virgin Money Online (VMO)
  • Product transfers on an existing Virgin Money mortgage

For Lending Policy or product queries, you can also chat to us online. We’re available to chat 8:30am to 5:30pm Monday to Friday, excluding Bank Holidays.

For more information please visit virginmoneyforintermediaries.com Link opens in a new window

*Lines are open 8:30am to 5:30pm Monday to Friday, excluding Bank Holidays. Calls to 03 numbers cost the same as calls to 01 or 02 numbers and they are included in inclusive minutes and discount schemes in the same way. Calls may be monitored and recorded.

Existing customers

Existing customersPhone numberInformation & opening hours
General enquiries0345 600 66228am - 6pm Monday to Friday
9am - 2pm Saturday

Investments and Pensions

New customers

New customersPhone numberInformation & opening hours
New customers03456 10 20 208am - 9pm Monday to Friday
9am - 6pm Saturday

Existing customers

Existing customersPhone numberInformation & opening hours
General enquiries03456 10 20 308am - 9pm Monday to Friday
9am - 6pm Saturday
Automated balance enquiry0800 917 97 91
Calling from abroad+44 1268 443 956

New customers

New customersPhone numberInformation & opening hours
New customers03456 10 20 408am - 9pm Monday to Friday
9am - 6pm Saturday

Existing customers

Existing customersPhone numberInformation & opening hours
General enquiries03456 10 20 308am - 9pm Monday to Friday
9am - 6pm Saturday
Automated balance enquiry0800 917 97 91
Calling from abroad+44 1268 443 956

Insurance

New customers

New customersPhone numberInformation & opening hours
New customers0330 400 12509am to 5pm Monday to Friday, including Bank Holidays

Existing customers

Existing customersPhone numberInformation & opening hours
To make a claim or speak to us about an existing claim0330 400 12659.00am - 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 policy0330 400 12499am to 5pm Monday to Friday, including Bank Holidays

Existing customers

Existing customersPhone numberInformation & opening hours
Started on or after 23 May 20170800 294 75758am – 6pm Monday to Friday
9am – 5pm Saturday
Started between 23 February 2015 and 1 December 20160345 604 33709am – 5pm Monday to Friday
Started between September 2009 - 23 February 20150345 602 91998.30am – 6pm Monday to Friday
Started between December 2005 - August 20090345 601 96458.30am – 6pm Monday to Friday
Started before December 20050800 073 17779am – 5pm Monday to Friday

Existing customers

Existing customersPhone numberInformation & opening hours
Existing policy enquiries and claims0345 601 96459am – 5pm Monday to Friday

Currency

Existing customers

Existing customersPhone numberInformation & opening hours
New orders0345 366 770524 hours a day, 7 days a week (excluding Christmas Day, Boxing Day and New Years Day).
Existing orders0345 366 770524 hours a day, 7 days a week (excluding Christmas Day, Boxing Day and New Years Day).

Make a complaint

At Virgin Money we are committed to providing a service of the very highest standard. 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 Money Credit Cards0800 011 321024 hours a day, 7 days a week
Virgin Atlantic Credit Cards0800 085 321024 hours a day, 7 days a week
Virgin Money Current Account and M Account (Sort code starts with 05 or 82)0800 121 736524 hours a day, 7 days a week
Essential Current Account & accounts opened with Northern Rock (Sort code starts with 08)0345 600 61038am - 5pm Monday to Friday
9am - 1pm Saturday
Personal Loans0800 121 7365 Or if you're abroad +44 141 221 730024 hours a day, 7 days a week
Prepaid Cards
Mastercard0333 900 50058am - 7pm Monday to Friday
8am - 5pm Saturday
Savings
Online customers0345 607 69918am - 5pm Monday to Friday
9am - 1pm Saturday
Post, telephone and Store customers0345 600 73018am - 5pm Monday to Friday
9am - 1pm Saturday
Business Account
0345 606 76878am - 5pm Monday to Friday
9am - 1pm Saturday
Investments & Pensions
For all products with account number starting with 'VIR'
0345 610 20308am - 9pm Monday to Friday
9am - 6pm Saturday
Mortgages0345 602 83018am - 5pm Monday to Friday
9am - 1pm Saturday
Home Insurance0330 303 11238.30am - 6pm Monday to Friday
Travel Insurance0330 400 13779am - 5:30pm Monday to Friday
Life Insurance
Started on or after 23 May 20170800 294 75758am - 9pm Monday to Friday
9am - 5pm Saturday
10am - 3:30pm Sunday
Started between 23 February 2015 - 22 May 20170345 604 33709am - 5pm Monday to Friday
Started between September 2009 – 22 February 20150345 602 91998.30am - 6pm Monday to Friday
Started between December 2005 – August 20090345 601 96458.30am - 6pm Monday to Friday
Started before December 20050800 073 17779am - 5pm Monday to Friday
Travel Money0345 366 770524 hours a day, 7 days a week
Virgin Money Giving03456 01 10 459am – 5.30pm Monday to Friday

In person:
Visit a Virgin Money Store Link opens in a new window

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, we will aim to resolve the issue straight away Where we can reach an agreement to your complaint within 3 Monday to Friday we will write to you to confirm we have resolved the issue.

If the issue is more complex or we can’t resolve the problem within 3 days:

  • We will send you a letter to acknowledge your complaint
  • We will aim to respond to your complaint within 15 calendar days. If there is a delay we will keep you updated on our progress.
  • Once we have completed our investigation we will send you our final response letter. This will confirm our decision on your complaint, what we will do to put things right and information about the Financial Ombudsman Service.

Where you are not satisfied with our final response, where you are eligible, you will have the right to refer your case to the Financial Ombudsman Service (FOS). You may find our Making a Complaint leaflet (PDF, 208KB) useful should you need to make a complaint.

Internal complaints volumes

Information about our complaint volumes is available on our internal complaints page.

We aim to resolve any concerns you raise with us internally. However, where you are not satisfied with our final response, 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

Phone:
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

Web:
www.financial-ombudsman.org.uk Link opens in a new window

FOS provide an online complaint form which can be accessed here:

https://help.financial-ombudsman.org.uk/help Link opens in a new window

Online Dispute Resolution

The European Commission provides an online dispute resolution (ODR) platform which allows customers who purchased a product or service online to submit their complaint through a central site. The purpose of the site is to ensure those complaints are passed to the appropriate independent dispute resolution service.

If you feel that we haven’t been able to resolve your concerns, the appropriate service relating to Virgin Money is the Financial Ombudsman Service. You can either contact them directly using the details above or you can access the ODR platform here: https://ec.europa.eu/odr Link opens in a new window to submit your complaint.

You will need the following information about us to use the ODR platform:

Our name: Virgin Money

Our email: customerrelations@virginmoney.com

Our website address: www.virginmoney.com

Our geographic address: United Kingdom

Register your interest in using the new dispute resolution service for UK businesses

A new, independent dispute resolution service is being established for eligible small and medium sized UK businesses that have unresolved complaints with participating banks.

The new organisation is called the BBRS and will be guided by its commitment “to do what is right, fair and reasonable at all times”.

We are one of the seven participating banks which has committed to support the BBRS.

If you are interested in finding out more information or in registering your interest in using the new service, please visit the BBRS website https://thebbrs.org/ Link opens in a new window

Other contact details

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

Phone numberCall charges and information
03 numbersSame as calls to 01 or 02 numbers and they are included in inclusive minutes and discount schemes in the same way.
084 numbersMaximum of 7p per minute, plus your phone company's access charge.
087 numbersMaximum of 13p per minute, plus your phone company's access charge.
0800 numbersFree from UK landlines and personal mobile phones.

Calls may be recorded for training and quality purposes.

Talk to us on Social Media

If you want to keep in touch with us via Facebook or Twitter, it’s easy to do.

Facebook

 /VirginMoneyUK Link opens in a new window

Twitter

 /VirginMoneyUK Link opens in a new window

 @AskVirginMoney Link opens in a new window

 @VirginMoney Link opens in a new window

If you have question about a Virgin Money product our digital care team are here to help. You can talk to them through Facebook Messenger via our Facebook Page, or through Twitter via @AskVirginMoney

Important Information

  • Never disclose any financial or private/personal information on social media.
  • Virgin Money will never ask for account information, passwords or PINs via social media.
  • We're not responsible for the privacy and security policies or practices of the various social networks, and you should review their policies.
  • If you tweet us, we'll send a reply which will appear publicly on our profile page. If we can’t answer your question there and then we’ll usually ask you to send us a direct message (DM) or an email with your contact information so we can contact you directly or investigate your question.
  • Our social media accounts are verified and show the appropriate ‘verified’ mark. Please check for this and ensure you’re only contacting a genuine Virgin Money account.

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