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Phone numbers and opening hours

Business

All customersPhone numberInformation & opening hours
Virgin Money Business Team & Business Internet Banking Helpdesk0800 756 08008am - 6pm Monday to Friday.
Telephone banking self service remains 24 hour
Lost & Stolen out of normal business hours0800 345 73656pm - 9pm Monday to Friday
7am - 9pm Saturday
10am - 5pm Sunday
Business Access & Fixed Rate Savings Account Holders (Sort Code 086064)0345 606 76878am - 6pm Monday to Friday
8am - 3pm Saturday
10am - 1pm Sunday

If you’d like to speak to Superscript about your business insurance, you can find contact details on their website.

Visit https://gosuperscript.com/contact/


All customersPhone numberInformation & opening hours
General enquiries
(For customers outside the UK)
+44 141 951 73208am - 8pm Monday to Saturday
10am - 5pm Sunday
Telephone banking self service remains 24 hour
General enquiries
(Minicom ® users) The Minicom service uses a small electronic typewriter and screen linked to a telephone system, enabling our customers with hearing or speech difficulties to send and receive messages with our customer service team.
0800 345 7365 to register*
0800 678 3528 for registered customers**
8am - 8pm Monday to Saturday
10am - 5pm Sunday
Telephone banking self service remains 24 hour
Business Internet Banking Helpdesk0800 756 08008am - 6pm Monday to Friday
Virgin Money Business Team / Business Direct
(For customers outside the UK)
+44 141 229 26268am - 6pm Monday to Friday
Lost and stolen cards0800 456 12477am - 9pm Monday to Saturday
10am - 5pm Sunday
Lost and stolen cards
(For customers outside the UK)
+44 141 951 73207am - 9pm Monday to Saturday
10am - 5pm Sunday
Suspected fraud0800 345 7365Or visit our fraud prevention and security centre

Cards

Coming to us from Clydesdale Bank, Yorkshire Bank or B? If you're experiencing issues with your Virgin Money Credit Card app we're here to help.

Got a question?

There's loads you can do in the app, or right here online, head over to our Existing Customer Hub and find out more.

Not got the App yet? You can get the Virgin Money credit card here.

What can I do in the app?
  • Manage your direct debits
  • Make payments
  • Make a balance or money transfer
  • Freeze your new card
  • Order a new card if your card is lost, stolen or damaged
  • Change your address or landline number
  • Reset your password or change your passcode
What can I do online?

We've made it easy to make changes to your account online. Use our quick online forms to manage your credit limit, cancel your direct debit, change marketing or statement preferences or close your account. Open the forms hub.

Our credit card help centre has lots of information to help you get the most out of your Virgin Money credit card.

For anything else, call us on one of the numbers below:

Reason for callingPhone numberInformation & opening hours
Lost or stolen cards0800 011 321024 hours a day, 7 days a week
Credit Card Mobile App helpdesk0800 328 35798am - 6pm Monday - Friday
9am - 3pm Saturday
Money worries0800 028 66929am – 7pm Monday to Friday
Calling from abroad+44 2037 803 65124 hours a day, 7 days a week
Card servicing0800 011 32108am - 8pm Monday - Saturday
10am - 5pm Sunday
Reason for callingPhone numberInformation & opening hours
Lost or stolen cards0800 085 321024 hours a day, 7 days a week
Credit Card Mobile App helpdesk0800 328 35788am - 6pm Monday - Friday
9am - 3pm Saturday
Virgin Atlantic Flying Club0344 412 241424 hours a day, 7 days a week
Calling from abroad+44 2037 803 67124 hours a day, 7 days a week
Card servicing0800 085 32108am - 8pm Monday to Saturday
10am - 5pm Sunday
Reason for callingPhone 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?

Your question might already be answered on our FAQ Page. Head over there to find out more.

You can manage your account with our mobile app. Find out more about the app and how you can use it to make payments, manage direct debits, freeze your card, and much more.

Need help with the app? Get help registering for the app and view Digital How To Guides on using the app.

If you still need help, contact us on one of the numbers below.

Existing customersPhone numberInformation & opening hours
General enquiries0800 121 73657am - 9pm Monday to Saturday and 10am - 5pm Sunday
Calling from abroad+44 141 951 73157am - 9pm Monday to Saturday and 10am - 5pm Sunday
Lost or stolen debit cards0800 121 7365
You can also report your card lost or stolen via internet banking or the mobile app.
24 hours a day, 7 days a week
Private customersPlease contact your relationship manager.
Got a question?

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

Existing customersPhone numberInformation & opening hours
General enquiries0345 600 61038am - 6pm Monday to Friday
8am - 3pm Saturday
10am - 1pm Sunday
Calling from abroad+44 141 621 57988am - 6pm Monday to Friday
8am - 3pm Saturday
10am - 1pm Sunday
Lost or stolen debit cards0800 012 1512
(+44 141 621 5798 if calling from abroad)
24 hours a day, 7 days a week
I'm not sure which current account I have
 Sort CodeAccount opened
Current Accounts (except Essential Current Account or any account opened with Northern Rock)Starts with 05 or 82After 2 December 2019 or you originally opened your account with Yorkshire Bank or Clydesdale Bank.
Essential Current Account08-60-64Before 20 October 2019 (or you originally opened your account with Northern Rock)

Savings

What can I do online?

You can request information for your savings account using our online forms.

Got a question?

Your question might already be answered on our FAQ Page. Head over there to find out.

If you've got something general to ask, why not ask us a question through live chat. Just remember that we can't chat specifically about an account you have with us.

If you still need help, or advice related to your account, give us a call on one of the numbers below.

Existing customers

Existing customersPhone numberInformation & opening hours
Online customers0345 608 16048am - 6pm Monday to Friday
8am - 3pm Saturday
10am - 1pm Sunday
Postal, telephone and branch customers0345 600 73018am - 6pm Monday to Friday
8am - 3pm Saturday
10am - 1pm Sunday
Lost and stolen account documentation0800 012 1440
(+44 141 621 5801 if calling from abroad)
24 hours a day, 7 days a week
Calling from abroad+44 141 621 56208am - 6pm Monday to Friday
8am - 3pm Saturday
10am - 1pm Sunday

Find out more about our find out more about our Cash ISA products

Got a question?

Your question might already be answered on our FAQ Page. Head over there to find out.

If you've got something general to ask, why not ask us a question through live chat. Just remember that we can't chat specifically about an account you have with us.

If you still need help, or advice related to your account, give us a call on one of the numbers below.

Reason for callingPhone numberInformation & opening hours
General enquiries0800 028 48368am - 6pm Monday to Friday
9am - 1pm Saturday
Closed Sunday
Existing customersPhone numberInformation & opening hours
Customer Services0800 22 24 26Monday to Friday 8am - 6pm
Saturday 9am - 1pm
Closed Sunday
Calling from abroad+44 141 248 7070Monday to Friday 8am - 6pm
Saturday 9am - 1pm
Closed Sunday
Internet Banking Helpdesk0800 345 7365Monday to Saturday 7am - 9pm
Sunday 10am - 5pm

Loans

Got a question?

Before you call, why not save time by checking if we've already answered your query by viewing our questions and answers.

What can I do online?

We've made it easy to make changes to your account online. Use our quick online forms to request your settlement figure, or change your direct debit. Open the forms hub.

Reason for callingPhone numberOpening hours
To speak to our financial care team0800 141 2261Monday to Friday 8am to 7pm
To discuss a bereavement0800 011 3238Monday to Friday 8am to 6pm
Personal loan enquiries0800 707 6471 or +44 141 951 7320 if calling from abroadMonday to Friday 8am to 6pm and Saturday 9am to 1pm

Mortgages

New customers

New customersPhone numberInformation & opening hours
To apply for a mortgage or to discuss your borrowing options0345 605 05009am - 5pm Monday to Friday
Calling from abroad+44 141 621 58189am - 5pm Monday to Friday

Existing customers

Existing customersPhone numberInformation & opening hours
Existing Virgin Money customers0345 602 83018am* - 6pm Monday to Friday
9am – 1pm Saturday
(*Wednesday 9:30am)
Existing Clydesdale Bank or Yorkshire Bank customers0800 121 42038am* - 5pm Monday to Friday
(*Wednesday 9:30am)
Calling from abroad+44 141 621 56258am* - 6pm Monday to Friday
9am – 1pm Saturday
(*Wednesday 9:30am)
Looking to get an update on your account?Request a certificate of interest
Request a redemption statement
Request an interim statement
Coming to the end of your mortgage deal and want to switch products?Virgin Money online switching service
Clydesdale Bank online switching service
Yorkshire Bank online switching service

Live chat

Let's chat online, great for quick questions about your existing mortgage. Click here for Live chat

If you’re a Solicitor looking to contact us to request a Redemption Statement please use our online facility, alternatively you can request one using Live chat.

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

* Lines are open 9:00am to 5:00pm Monday to Friday, excluding Wednesdays when we are open 9:30am to 5:00pm and 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 66229am - 5pm Monday to Friday

Investments and Pensions

For Cash ISA or savings accounts questions, use our savings contact details.

Got a question?

Your question might already be answered in our FAQs Link opens in a new window. Head over there to find out more.

New customersPhone numberInformation & opening hours
General enquiries03455 28 88 528am to 9pm
Monday to Friday

9am to 6pm
Saturday
Account opened before 1 January 2023 and have an account number starting VIRPhone numberInformation & opening hours
General enquiries03456 10 20 308am to 9pm
Monday to Friday

9am to 6pm
Saturday
Automated balance enquiry0800 917 97 9124 hours a day, 7 days a week
Calling from abroad+44 1268 443 9568am to 9pm
Monday to Friday

9am to 6pm
Saturday
Account opened after 1 January 2023 and have an account number starting VMPhone numberInformation & opening hours
General enquiries03455 28 88 88

Or send us a secure message by using our Investments Online Service Link opens in a new window or app

8am to 9pm
Monday to Friday

9am to 6pm
Saturday

Got a question?

Your question might already be answered in our FAQs Link opens in a new window. Head over there to find out more.

If you still need help, contact us on the numbers below.

Existing customersPhone numberInformation & opening hours
General enquiries03456 10 20 308am to 9pm
Monday to Friday

9am to 6pm
Saturday
Automated balance enquiry0800 917 97 9124 hours a day, 7 days a week
Calling from abroad+44 1268 443 9568am to 9pm
Monday to Friday

9am to 6pm
Saturday

Got a question?

Your question might already be answered in our FAQs Link opens in a new window. Head over there to find out more.

If you still need help, contact us on the numbers below.

Existing customersPhone numberInformation & opening hours
General enquiries03456 10 20 308am to 9pm
Monday to Friday

9am to 6pm
Saturday
Automated balance enquiry0800 917 97 9124 hours a day, 7 days a week
Calling from abroad+44 1268 443 9568am to 9pm
Monday to Friday

9am to 6pm
Saturday

Got a question?

Your question might already be answered in our FAQs Link opens in a new window. Head over there to find out more.

New customersPhone numberInformation & opening hours
General enquiries03455 28 88 528am to 9pm
Monday to Friday

9am to 6pm
Saturday
Existing customersPhone numberInformation & opening hours
General enquiries03455 28 88 88

Or send us a secure message by using our Investments Online Service Link opens in a new window or app

8am to 9pm
Monday to Friday

9am to 6pm
Saturday

Insurance

Find out more about our travel insurance and life insurance on our Insurance Pages.

New customers

New customersPhone numberInformation & opening hours
General enquiries0330 175 82839.00am to 5.00pm Monday to Friday

Existing customers with a policy on or after 16 March 2022

Existing customers with a policy on or after 16 March 2022Phone numberInformation & opening hours
To make a claim or speak to us about an existing claim01243 219 5979.00am to 5.00pm Monday to Friday
To make an emergency claim+ 1-877-311-3720 (US/Canada)
+ 1-786-206-9921 (Mexico)
+ 44 (0)1403 788 702 (All other locations worldwide)
24 hours a day, 7 days a week

Existing customers with a policy bought before 31 December 2021

Existing customers with a policy bought before 31 December 2021Phone 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 change your details, please email us – customer.services@travel.virginmoney.com confirming your policy number, phone number and postcode – we will aim to respond within 2 working days

Existing customers

Existing customersPhone numberInformation & opening hours
Started on or after 23 May 20170800 294 75758am – 8pm Monday to Friday
9am – 5pm Saturday
Started between 23 February 2015 and 1 December 20160345 600 31229am – 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

New customers

New customersPhone numberInformation & opening hours
Sales0800 197 16129am-6pm Monday to Friday
9am–1pm Saturday

Existing customers

Existing customersPhone numberInformation & opening hours
Customer service0800 197 16129am-6pm Monday to Friday
9am–1pm Saturday
Claims0800 197 16138am-8pm Monday to Friday
9am–4pm Saturday
Home emergency0345 078 004624/7, 365 days a year
Legal advice0330 100 644724/7, 365 days a year

If you’d like to speak to Superscript about your business insurance, you can find contact details on their website.

Visit https://gosuperscript.com/contact/

Existing customers

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

Complaints

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 email/online:
Contact us using our online complaint form.

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. If you have access, leave a message via your internet banking facility.

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 73007am - 9pm Monday to Saturday and 10am - 5pm Sunday
Prepaid Cards
Mastercard0333 900 50058am - 7pm Monday to Friday
8am - 5pm Saturday
Savings
Cash ISA Exclusives0800 121 73657am - 9pm Monday to Saturday
10am - 5pm Sunday
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 Accounts
Business Access & Fixed Rate Savings Account
0345 606 76878am - 5pm Monday to Friday

9am - 1pm Saturday
Business Current Accounts, Business Cash Management, Notice & Term Deposit Savings Accounts
0800 345 7365Call us using the telephone number at the top of your statement.

Telephone banking service:

8am - 9pm Monday to Friday

8am - 9pm Saturday

10am - 5pm Sunday
Complaints
(For customers outside the UK)+44 141 951 7320
8am - 9pm Monday to Friday
8am - 9pm Saturday
10am - 5pm Sunday
Investments and Pensions
(For customers who opened their account before 1 January 2023)
03456 10 20 308am - 9pm Monday to Friday
9am - 6pm Saturday
Investments and Pensions
(For customers who opened their account after 1 January 2023)
03455 28 88 888am - 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 Insurance
(For customers with a policy bought on or after 16 March 2022)
0330 175 82839am - 5:00pm Monday to Friday
Travel Insurance
(For customers with a policy bought before 31 December 2021)
To make a complaint, please email us – customer.services@travel.virginmoney.com confirming your policy number, phone number and postcode – we will aim to respond within 2 working days
Life Insurance
Started on or after 23 May 20170800 294 75758am - 8pm Monday to Friday
9am to 5pm on Saturdays
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 or your Relationship Manager.

In writing:
Please write to us at:

Customer Assist Team
1st Floor Guildhall
57 Queen Street
Glasgow
G1 3ER

Our Complaints Process

You may find our Managing your Complaint leaflet (PDF, 298KB) Link opens in a new window useful should you need to make a complaint.

Complaints data

Information about our complaint volumes is available on our complaints data 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

We aim to resolve any concerns you raise with us internally. However, if you are not satisfied with our final response and your complaint is not eligible for the Financial Ombudsman Service, you may be able to have your complaint reviewed by the Business Banking Resolution Service (BBRS).

The Business Banking Resolution Service (BBRS) is an independent organisation set up voluntarily by participating banks to resolve disputes between eligible larger SME business customers and their bank. The service is free to use and is available to business customers with unresolved disputes with participating banks.

If you are interested in finding out more information or using the service, please visit the BBRS website https://thebbrs.org/ Link opens in a new window or email contactus@thebbrs.org Link opens in a new window or call 0345 646 8825. Alternatively, you can write to the BBRS, 70 Fleet St, London EC4Y 1EU. Please note sending information by email is not a secure method of transferring information and confidentiality cannot be guaranteed

Other contact details

We are working in partnership with Macmillan Cancer Support to help anyone affected by cancer get the support they need. If this is you, please let us know as soon as possible as the sooner we know the more we can do to support you.

You can talk to any of our team when you call us, or in one of our Stores where the team can connect you to a trained Virgin Money Macmillan Guide. Please use our Store finder to see if there’s a Guide near you. If you don’t feel ready to talk right now, you can find out more about the support available here or you can contact Macmillan directly on 0808 808 0000.

Take a look at our dedicated technical help pages.

For Business Accounts serviced online using Business Internet Banking, please visit our Helpcentre Link opens in a new window.

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

Talk to our digital care team through Facebook Messenger or Twitter.

  • 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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