Contact us

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:

Calling from abroad

Existing customers

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.

Got a question?

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

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

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.

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.

New customers

Existing customers

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.

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

Find out more about our Stocks and Shares ISAs or Unit Trusts.

If you still have a question, give us a call on one of the numbers below.

New customers

Existing customers

New customers

Existing customers

New customers

Existing customers with a policy on or after 16 March 2022

Existing customers with a policy bought before 31 December 2021

Existing customers

New customers

Existing customers

Existing customers

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.

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