Contact us

All customers	Phone number	Information & opening hours
General enquiries Business Current Accounts, Business Cash Management, Notice & Term Deposit Savings Accounts	0800 345 7365	7am - 9pm Monday to Saturday 10am - 5pm Sunday Telephone banking self service remains 24 hour
General enquiries Business Access & Fixed Rate Savings Accounts	0345 606 7687	8am - 6pm Monday to Friday 8am - 3pm Saturday 10am - 1pm Sunday
General enquiries Charity, Club and Society Current Accounts, Charity Instant Access, Notice and Term Deposit Savings Accounts	0800 345 7365	7am - 9pm Monday to Saturday 10am - 5pm Sunday Telephone banking self service remains 24 hour
Virgin Money Business Team & Business Internet Banking Helpdesk	0800 756 0800	8am - 6pm Monday to Friday

All customers	Phone number	Information & opening hours
General enquiries (For customers outside the UK)	+44 141 951 7320	8am - 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 Helpdesk	0800 756 0800	8am - 6pm Monday to Friday
Virgin Money Business Team / Business Direct (For customers outside the UK)	+44 141 229 2626	8am - 6pm Monday to Friday
Lost and stolen cards	0800 456 1247	7am - 9pm Monday to Saturday 10am - 5pm Sunday
Lost and stolen cards (For customers outside the UK)	+44 141 951 7320	7am - 9pm Monday to Saturday 10am - 5pm Sunday
Suspected fraud	0800 345 7365	Or visit our fraud prevention and security centre

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 calling	Phone number	Information & opening hours
Lost or stolen cards	0800 011 3210	24 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 88300	24 hours a day, 7 days a week
Credit Card Mobile App helpdesk	0800 328 3579	8am - 6pm Monday - Friday 9am - 3pm Saturday
Money worries	0800 028 6692	9am – 7pm Monday to Friday
Calling from abroad	+44 2037 803 651	24 hours a day, 7 days a week
Card servicing	0800 011 3210	8am - 8pm Monday - Saturday 10am - 5pm Sunday

Reason for calling	Phone number	Information & opening hours
Lost or stolen cards	0800 085 3210	24 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 88300	24 hours a day, 7 days a week
Credit Card Mobile App helpdesk	0800 328 3578	8am - 6pm Monday - Friday 9am - 3pm Saturday
Virgin Atlantic Flying Club	0344 412 2414	24 hours a day, 7 days a week
Calling from abroad	+44 2037 803 671	24 hours a day, 7 days a week
Card servicing	0800 085 3210	8am - 8pm Monday to Saturday 10am - 5pm Sunday

Reason for calling	Phone number	Information & opening hours
Prepaid Mastercard	0333 900 5005	8am - 7pm Monday to Friday 9am - 5pm Saturday
Prepaid Travel Money Mastercard	0207 118 2211	24 hours a day, 7 days a week

Calling from abroad

Existing customers

Existing customers	Phone number	Information & opening hours
Prepaid Mastercard	+44 333 900 5005	8am - 7pm Monday to Friday 9am - 5pm Saturday
Prepaid Travel Money Mastercard	+44 207 118 2211	24 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 Virgin Money Current Account questions and answers

Existing customers	Phone number	Information & opening hours
General enquiries	0800 121 7365	7am - 9pm Monday to Saturday and 10am - 5pm Sunday
Calling from abroad	+44 141 951 7315	7am - 9pm Monday to Saturday and 10am - 5pm Sunday
Lost or stolen debit cards	0800 121 7365 You can also report your card lost or stolen via internet banking or the mobile app.	7am - 9pm Monday to Saturday and 10am - 5pm Sunday
Private customers		Please contact your relationship manager.

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 customers	Phone number	Information & opening hours
General enquiries	0345 600 6103	8am - 6pm Monday to Friday 8am - 3pm Saturday 10am - 1pm Sunday
Calling from abroad	+44 141 621 5798	8am - 6pm Monday to Friday 8am - 3pm Saturday 10am - 1pm Sunday
Lost or stolen debit cards	0800 012 1512 (+44 141 621 5798 if calling from abroad)	24 hours a day, 7 days a week

New customers

New customers	Phone number	Information & opening hours
Online customers	0345 607 6991	8am - 6pm Monday to Friday 8am - 3pm Saturday 10am - 1pm Sunday
Postal, telephone and branch customers	0345 606 7685	8am - 6pm Monday to Friday 8am - 3pm Saturday 10am - 1pm Sunday

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.

Existing customers

Existing customers	Phone number	Information & opening hours
Online customers	0345 608 1604	8am - 6pm Monday to Friday 8am - 3pm Saturday 10am - 1pm Sunday
Postal, telephone and branch customers	0345 600 7301	8am - 6pm Monday to Friday 8am - 3pm Saturday 10am - 1pm Sunday
Lost and stolen account documentation	0800 012 1440 (+44 141 621 5801 if calling from abroad)	24 hours a day, 7 days a week
Calling from abroad	+44 141 621 5620	8am - 6pm Monday to Friday 8am - 3pm Saturday 10am - 1pm Sunday

Reason for calling	Phone number	Information & opening hours
General enquiries	0800 028 4836	8am - 6pm Monday to Friday 9am - 1pm Saturday Closed Sunday

Existing customers	Phone number	Information & opening hours
Customer Services	0800 22 24 26	Monday to Friday 8am - 6pm Saturday 9am - 1pm Closed Sunday
Calling from abroad	+44 141 248 7070	Monday to Friday 8am - 6pm Saturday 9am - 1pm Closed Sunday
Internet Banking Helpdesk	0800 345 7365	Monday to Saturday 7am - 9pm Sunday 10am - 5pm

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 calling	Phone number	Opening hours
To speak to our financial care team	0800 141 2261	Monday to Friday 8am to 9pm and Saturday 8am to 5pm
To discuss a bereavement	0800 011 3238	Monday to Friday 8am to 6pm
Personal loan enquiries	0800 707 6471 or +44 141 951 7320 if calling from abroad	Monday to Friday 8am to 6pm and Saturday 9am to 1pm

New customers

New customers	Phone number	Information & opening hours
To apply for a mortgage or to discuss your borrowing options	0345 605 0500	8am - 6pm Monday to Friday 9am - 2pm Saturday
Calling from abroad	+44 141 621 5818	8am - 6pm Monday to Friday 9am - 2pm Saturday

Existing customers

Existing customers	Phone number	Information & opening hours
Existing Virgin Money customers	0345 602 8301	8am - 6pm Monday to Friday 9am - 1pm Saturday
Existing Clydesdale Bank or Yorkshire Bank customers	0800 121 4203	8am - 6pm Monday to Friday
Calling from abroad	+44 141 621 5625	8am - 6pm Monday to Friday 9am - 1pm Saturday
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 Build	0345 600 1477*
North	0345 600 1706*
South	0345 601 0680*
East	0345 606 0301*
West	0345 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 customers	Phone number	Information & opening hours
General enquiries	0345 600 6622	8am - 6pm Monday to Friday 9am - 2pm Saturday

New customers

New customers	Phone number	Information & opening hours
New customers	03456 10 20 20	8am - 9pm Monday to Friday 9am - 6pm Saturday

Existing customers

Existing customers	Phone number	Information & opening hours
General enquiries	03456 10 20 30	8am - 9pm Monday to Friday 9am - 6pm Saturday
Automated balance enquiry	0800 917 97 91
Calling from abroad	+44 1268 443 956

New customers

New customers	Phone number	Information & opening hours
New customers	03456 10 20 40	8am - 9pm Monday to Friday 9am - 6pm Saturday

Existing customers

Existing customers	Phone number	Information & opening hours
General enquiries	03456 10 20 30	8am - 9pm Monday to Friday 9am - 6pm Saturday
Automated balance enquiry	0800 917 97 91
Calling from abroad	+44 1268 443 956

New customers

New customers	Phone number	Information & opening hours
General enquiries	0330 175 8283	9.00am 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 2022	Phone number	Information & opening hours
To make a claim or speak to us about an existing claim	01403 788 701	9.00am 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 2021	Phone number	Information & opening hours
To make a claim or speak to us about an existing claim	0330 400 1265	9.00am - 5.00pm Monday to Friday
To make an emergency claim	+44 207 748 8908	24 hours a day, 7 days a week
To update your policy	0330 400 1249	9am to 5pm Monday to Friday, including Bank Holidays

Existing customers

Existing customers	Phone number	Information & opening hours
Started on or after 23 May 2017	0800 294 7575	8am – 8pm Monday to Friday 9am – 5pm Saturday
Started between 23 February 2015 and 1 December 2016	0345 604 3370	9am – 5pm Monday to Friday
Started between September 2009 - 23 February 2015	0345 602 9199	8.30am – 6pm Monday to Friday
Started between December 2005 - August 2009	0345 601 9645	8.30am – 6pm Monday to Friday
Started before December 2005	0800 073 1777	9am – 5pm Monday to Friday

New customers

New customers	Phone number	Information & opening hours
Sales	0800 197 1612	9am-6pm Monday to Friday 9am–1pm Saturday

Existing customers

Existing customers	Phone number	Information & opening hours
Customer service	0800 197 1612	9am-6pm Monday to Friday 9am–1pm Saturday
Claims	0800 197 1613	8am-8pm Monday to Friday 9am–4pm Saturday
Home emergency	0345 078 0046	24/7, 365 days a year
Legal advice	0330 100 6447	24/7, 365 days a year

Existing customers

Existing customers	Phone number	Information & opening hours
Existing policy enquiries and claims	0345 601 9645	9am – 5pm Monday to Friday

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.

Product	Phone number	Information & opening hours
Virgin Money Credit Cards	0800 011 3210	24 hours a day, 7 days a week
Virgin Atlantic Credit Cards	0800 085 3210	24 hours a day, 7 days a week
Virgin Money Current Account and M Account (Sort code starts with 05 or 82)	0800 121 7365	24 hours a day, 7 days a week
Essential Current Account & accounts opened with Northern Rock (Sort code starts with 08)	0345 600 6103	8am - 5pm Monday to Friday 9am - 1pm Saturday
Personal Loans	0800 121 7365 Or if you're abroad +44 141 221 7300	24 hours a day, 7 days a week
Prepaid Cards
Mastercard	0333 900 5005	8am - 7pm Monday to Friday 8am - 5pm Saturday
Savings
Cash ISA Exclusives	0800 121 7365	7am - 9pm Monday to Saturday 10am - 5pm Sunday
Online customers	0345 607 6991	8am - 5pm Monday to Friday 9am - 1pm Saturday
Post, telephone and Store customers	0345 600 7301	8am - 5pm Monday to Friday 9am - 1pm Saturday
Business Accounts
Business Access & Fixed Rate Savings Account	0345 606 7687	8am - 5pm Monday to Friday 9am - 1pm Saturday
Business Current Accounts, Business Cash Management, Notice & Term Deposit Savings Accounts	0800 345 7365	Call 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 & Pensions For all products with account number starting with 'VIR'	0345 610 2030	8am - 9pm Monday to Friday 9am - 6pm Saturday
Mortgages	0345 602 8301	8am - 5pm Monday to Friday 9am - 1pm Saturday
Home Insurance	0330 303 1123	8.30am - 6pm Monday to Friday
Travel Insurance (For customers with a policy bought on or after 16 March 2022)	0330 175 8283	9am - 5:00pm Monday to Friday
Travel Insurance (For customers with a policy bought before 31 December 2021)	0330 400 1377	9am - 5:30pm Monday to Friday
Life Insurance
Started on or after 23 May 2017	0800 294 7575	8am - 8pm Monday to Friday 9am to 5pm on Saturdays
Started between 23 February 2015 - 22 May 2017	0345 604 3370	9am - 5pm Monday to Friday
Started between September 2009 – 22 February 2015	0345 602 9199	8.30am - 6pm Monday to Friday
Started between December 2005 – August 2009	0345 601 9645	8.30am - 6pm Monday to Friday
Started before December 2005	0800 073 1777	9am - 5pm Monday to Friday
Travel Money	0345 366 7705	24 hours a day, 7 days a week
Virgin Money Giving	03456 01 10 45	9am – 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

By email/online:
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. Alternatively, if you have access, leave a message via your internet banking facility.

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

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