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 helpIf 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 customers | Phone number | Information & opening hours |
|---|---|---|
| General enquiries | 0345 606 7687 | 8am - 6pm Monday to Friday 8am - 2pm Saturday 10am - 1pm Sunday |
Cards
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 |
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 customers | Phone number | Information & opening hours |
|---|---|---|
| General enquiries | 0800 121 7365 | 24 hours a day, 7 days a week |
| Calling from abroad | +44 141 221 7300 | 24 hours a day, 7 days a week |
| Lost or stolen debit cards | 0800 121 7365 | 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 Essential Current Account questions and answers| Existing customers | Phone number | Information & opening hours |
|---|---|---|
| General enquiries | 0345 600 6103 | 8am - 6pm Monday to Friday 8am - 2pm Saturday 10am - 1pm Sunday |
| Calling from abroad | +44 191 279 4604 | 8am - 6pm Monday to Friday 8am - 2pm 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 |
| Virgin Money Current Account, M Account and B Account | Essential Current Account | |
|---|---|---|
| Sort Code | Starts with 05 or 82 | 08-60-64 |
| Account opened | After 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
| Reason for calling | Phone number | Information & opening hours |
|---|---|---|
| General enquiries | 0800 028 4836 | 8am - 6pm Monday to Friday 9am - 1pm Saturday Closed Sunday |
New customers
| New customers | Phone number | Information & opening hours |
|---|---|---|
| Online customers | 0345 607 6991 | 8am - 6pm Monday to Friday 8am - 2pm Saturday 10am - 1pm Sunday |
| Postal, telephone and branch customers | 0345 606 7685 | 8am - 6pm Monday to Friday 8am - 2pm Saturday 10am - 1pm Sunday |
Existing customers
| Existing customers | Phone number | Information & opening hours |
|---|---|---|
| Online customers | 0345 608 1604 | 8am - 6pm Monday to Friday 8am - 2pm Saturday 10am - 1pm Sunday |
| Postal, telephone and branch customers | 0345 600 7301 | 8am - 6pm Monday to Friday 8am - 2pm 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 - 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 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 |
Mortgages
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 Lending Policy or product queries, you can also chat to us online Link opens in a new window. We’re available to chat 9:00am to 5:00pm Monday to Friday, excluding Bank Holidays.
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 |
Investments and Pensions
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 |
Insurance
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 |
Currency
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). |
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.
| 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 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 number | Call charges and information |
|---|---|
| 03 numbers | Same as calls to 01 or 02 numbers and they are included in inclusive minutes and discount schemes in the same way. |
| 084 numbers | Maximum of 7p per minute, plus your phone company's access charge. |
| 087 numbers | Maximum of 13p per minute, plus your phone company's access charge. |
| 0800 numbers | Free 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.
/VirginMoneyUK 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.