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
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
Complaints	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

New customers

New customers	Phone number	Information & opening hours
Queries about your application	0800 389 2875	Closed, we will contact you if we need any further information to progress your application.
Activate your card	0800 633 5045	24 hours a day, 7 days a week

Existing customers

Existing customers	Phone number	Information & opening hours
Lost or stolen cards	0800 011 3210	24 hours a day, 7 days a week
Card servicing	0800 011 3210	8am - 8pm Monday - Saturday 10am - 5pm Sunday
Credit Card Mobile App helpdesk	0800 328 3579	8am - 6pm Monday - Friday 9am - 3pm Saturday
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
Calling from abroad	+44 191 284 9005	24 hours a day, 7 days a week
Money worries	0800 028 6692	8am – 8pm Monday to Friday 8am – 1pm Saturday
Text relay	18001 0800 011 3210 (UK only)	8am – 8pm Monday to Saturday 10am – 5pm Sunday

New customers

New customers	Phone number	Information & opening hours
Queries about your application	0800 876 6656	Closed, we will contact you if we need any further information to progress your application.
Activate your card	0800 917 7491	24 hours a day, 7 days a week

Existing customers

Existing customers	Phone number	Information & opening hours
Card servicing	0800 085 3210	8am - 8pm Monday to Saturday 10am - 5pm Sunday
Lost or stolen cards	0800 085 3210	24 hours a day, 7 days a week
Credit Card Mobile App helpdesk	0800 328 3578	8am - 6pm Monday - Friday 9am - 3pm Saturday
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
Calling from abroad	+44 191 284 9064	24 hours a day, 7 days a week
Virgin Atlantic Flying Club	0344 412 2414	24 hours a day, 7 days a week

Existing customers

Existing customers	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	+44 141 221 7300	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

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	+44 191 279 4604	8am - 6pm Monday to Friday 8am - 3pm Saturday 10am - 1pm Sunday
Lost or stolen debit cards	0800 012 1512 (+44 191 279 4604 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

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 (+44 191 279 3244 if calling from abroad)	24 hours a day, 7 days a week
Calling from abroad	+44 191 279 4405	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 41 248 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.

Reason for calling	Phone number	Opening hours
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
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

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	+44 191 279 3280	8am - 6pm Monday to Friday 9am - 2pm Saturday

Existing customers

Existing customers	Phone number	Information & opening hours
General enquiries	0345 602 8301	8am - 6pm Monday to Friday 9am - 1pm Saturday
Calling from abroad	+44 191 279 3279	8am - 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 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 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
New customers	0330 400 1250	9am to 5pm Monday to Friday, including Bank Holidays

Existing customers

Existing customers	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 renew or amend 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

Existing customers

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

Existing customers

Existing customers	Phone number	Information & opening hours
New orders	0345 366 7705	24 hours a day, 7 days a week (excluding Christmas Day, Boxing Day and New Years Day).
Existing orders	0345 366 7705	24 hours a day, 7 days a week (excluding Christmas Day, Boxing Day and New Years Day).

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 Account	0345 606 7687	8am - 5pm Monday to Friday 9am - 1pm Saturday
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	0330 400 1377	9am - 5:30pm Monday to Friday
Life Insurance
Started on or after 23 May 2017	0800 294 7575	8am - 9pm Monday to Friday 9am - 5pm Saturday 10am - 3:30pm Sunday
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

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 days, 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 eight weeks. 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

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

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