Contact us

New customers

Existing customers

New customers

Existing customers

New customers

Existing customers

New customers

Existing customers

If you’re a Solicitor looking to contact us to request a Redemption Statement please use our online facility.

Which is your account?

Virgin Money Current Account (or B account)

Essential Current Account (or any account opened with Northern Rock)

Virgin Money Current Account

Or B account

Sort code starts with 05 or 82

Account opened after 2 December 2019 (or you originally opened your account with Yorkshire Bank, Clydesdale Bank or B)

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

Essential Current Account

Or any account opened with Northern Rock

Sort code starts with 08

Account opened on or before 20 October 2019 (or you originally opened your account with Northern Rock)

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

New customers

Existing customers

New customers

Existing customers

Existing customers

Existing customers

Calling from abroad

Existing customers

New customers

Existing customers

Existing customers

Existing customers

Existing customers

New customers

Existing customers

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 Lending Policy or product queries, you can also chat to us online. We’re available to chat 8am to 5pm Monday to Friday, excluding Bank Holidays.

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

*Lines are open 8am to 5pm 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.

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

By email:
You can contact us by email at customerrelations@virginmoneycom . 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

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