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The quickest way to contact us is through the telephone numbers below or the ‘Messages’ facility in your savings or mortgage My Virgin Money account.

For alternative ways to contact us, and information about our group of companies (including who we are regulated by, our email and registered address) please see our Legal Information.

Need help?

Save time by viewing our common customer questions.

Make sure your Virgin Money Cash ISA is open and able to receive deposits (some of our Cash ISAs only allow transfers for a limited time after opening).

If you're looking to transfer your existing ISA to a Cash ISA with us, please complete the four steps on our ISA Transfer Page.

View our range of Cash ISAs

Learn about the Virgin ISA Transfer Service

Make sure your Virgin Money Cash ISA is open and able to receive deposits (some of our Cash ISAs only allow transfers for a limited time after opening).

If you're looking to transfer your existing ISA to a Cash ISA with us, please complete the four steps on our ISA Transfer Page.

View our range of Cash ISAs

Learn about the Virgin ISA Transfer Service

Unless your Key product information sheet states otherwise, you can add to your account in the following ways: Once we provide you with your account number you can arrange an electronic transfer (BACS, CHAPS, FPS or Standing Order) from your bank or building society account.

Online accounts, Save Direct

For FPS, BACS and Standing Order transfers
Sort code08-60-64
Account numberYour 8 digit account number
For CHAPS transfers
Sort code08-02-65
Account number50048407
ReferenceYour 8 digit account number

Accounts with 12 digits

For FPS, BACS and Standing Order transfers
Sort code08-61-15
Account number00000515
ReferenceYour 12 digit account number
For CHAPS transfers
Sort code08-02-65
Account number50048407
ReferenceYour 12 digit account number

Legal and General

For FPS, BACS and Standing Order transfers
Sort code30-00-79
Account numberYour 8 digit account number
For CHAPS transfers
Sort code08-02-65
Account number50048407
ReferenceYour 8 digit account number
For CHAPS transfers from banks outside the UK
Sort code40-02-50
Account number61333372
ReferenceVirgin Money Account Number and Name
BIC No.
NRNBGB22XXX
IBAN No.
GB07MIDL40025061333372

Cash – Store only (as long as that Store accepts cash deposits). Virgin Current Account customers can also make cash deposits of up to £5,000 per day at most Post Office branches (some branches have a £1,000 limit).

Cheque (in the interests of security, please make your cheque payable to Virgin Money, for the account of "[insert account holder(s) name(s)]" and crossed "A/c Payee only"). Cheques drawn in foreign currency or drawn on a foreign address can’t be accepted.

Transfer from an existing Virgin Money account, subject to the terms and conditions of that account.

If you know the type of account you have, you can view existing account information and download your Key product information.

The current ISA subscription limit is £20,000.

You can split that across one Cash ISA, one Stocks & Shares ISA, one Innovative Finance ISA and one Lifetime ISA. For example, you can invest:

£10,000 in to a Cash ISA and £10,000 in to a Stocks and Shares ISA; or

£16,000 in to a Cash ISA and £4,000 in to a Lifetime ISA; or

£5,000 into a Cash ISA, £13,000 in to a Stocks & Shares ISA and £2,000 in to a Lifetime ISA

In any tax year you can only subscribe to one Cash ISA, one Stocks & Shares ISA, one Innovative ISA plus one Lifetime ISA (maximum £4,000) up to the combined annual subscription limit.

At Virgin Money we offer a range of Cash ISAs and Stocks and Shares ISAs for you to choose from, however we don’t currently offer Innovative Finance ISAs or Lifetime ISAs.

Learn about Cash ISAs

If you've opened an Easy Access ISA with us, you can deposit funds whenever you like.

If you've opened a Fixed Rate ISA, we will accept any deposit or ISA transfer providing we receive the funds or ISA transfer form within 30 days of the date you opened the account.

The interest rate on your account will show as 0.1% until your deposit clears in to your account. That will usually happen overnight on the day that you transfer the money to us, so if you check again the next day, your correct interest rate should show.

View more common customer questions

Phone numbers and opening hours

All customersPhone numberInformation & opening hours
General enquiries0345 606 7687We're here from 8am to 8pm Monday to Friday, 8am to 4pm Saturday and 10am to 3pm Sunday.
New customersPhone numberInformation & opening hours
Queries about your application0800 389 28758am – 8pm Monday to Friday
8:30am - 5pm Saturday
Activate your card0800 633 504524 hours a day, 7 days a week
Existing customersPhone numberInformation & opening hours
Lost or stolen cards0800 011 321024 hours a day, 7 days a week
Card servicing0800 011 321024 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 8830024 hours a day, 7 days a week
Calling from abroad+44 191 284 900524 hours a day, 7 days a week
Money worries0800 028 66928am – 9pm Monday to Friday
8am – 1pm Saturday
Text relay18001 0800 011 3210 (UK only)Telecommunications assistance for the deaf. 24 hours a day, 7 days a week
Incentive QuestionsFor any queries relating to our current offer please contact: 0800 011 3210 Details of our current offers can be found here.24 hours a day, 7 days a week

Calls may be monitored and/or recorded for quality and training purposes and for compliance within regulations.

New customersPhone numberInformation & opening hours
Queries about your application0800 876 66568am – 8pm Monday to Friday
8:30am - 5pm Saturday
Activate your card0800 917 749124 hours a day, 7 days a week
Existing customersPhone numberInformation & opening hours
Card servicing0800 085 321024 hours a day, 7 days a week
Lost or stolen cards0800 011 321024 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 8830024 hours a day, 7 days a week
Calling from abroad+44 191 284 906424 hours a day, 7 days a week
Virgin Atlantic Flying Club0344 412 241424 hours a day, 7 days a week

Calls may be monitored and/or recorded for quality and training purposes and for compliance within regulations.

Got a question?

Before you call, why not save time by checking if we've already answered your query.

Visit our Savings questions and answers page..

New customersPhone numberInformation & opening hours
Online customers †0345 607 6991 *8am - 8pm business days
8am - 4pm Saturday
10am - 3pm Sunday
Postal, telephone and branch customers0345 606 7685 *8am - 8pm business days
8am - 4pm Saturday
10am - 3pm Sunday
Existing customersPhone numberInformation & opening hours
Online customers0345 608 1604 *8am - 8pm business days
8am - 4pm Saturday
10am - 3pm Sunday
Postal, telephone and branch customers0345 600 7301 *8am - 8pm business days
8am - 4pm Saturday
10am - 3pm Sunday
Calling from abroad+44 191 279 4405 *8am - 8pm business days
8am - 4pm Saturday
10am - 3pm Sunday
Lost and stolen account documentation0800 012 144024 hours
Main OfficeVirgin Money
Savings Operations
Jubilee House
Gosforth
Newcastle upon Tyne
NE3 4PL

Store finder

Find a store

† Please note, online accounts can only be opened online.

* Calls may be monitored and recorded.

Got a question?

Before you call, why not save time by checking if we've already answered your query.

Visit our Mortgages questions and answers page..

New customersPhone numberInformation & opening hours
To apply for a mortgage or to discuss your borrowing options0345 605 0500 *8am - 8pm business days
9am - 3pm Saturday
10am - 3pm Sunday
Calling from abroad+44 191 279 3280 *8am - 8pm business days
9am - 3pm Saturday
10am - 3pm Sunday
Existing customersPhone numberInformation & opening hours
General enquiries0345 602 8301 *8am - 8pm Monday to Friday
9am - 1pm on Saturday
Calling from abroad+44 191 279 3279 *8am - 8pm Monday to Friday
9am - 1pm on Saturday
Main OfficeVirgin Money
Mortgage Operations
Jubilee House
Gosforth
Newcastle upon Tyne
NE3 4PL

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

Calls may be monitored and recorded.

Got a question?

Before you call, why not save time by checking if we've already answered your query.

Visit our Current account questions and answers page.

Existing customersPhone numberInformation & opening hours
General enquiries0345 600 6103*8am - 8pm business days
8am - 4pm Saturday
10am - 3pm Sunday
Calling from abroad+44 191 279 4604*8am - 8pm business days
8am - 4pm Saturday
10am - 3pm Sunday
Lost or stolen debit cards0800 012 1512*You can use this number 24/7 to report lost or stolen cards

Calls may be monitored and recorded.

New customersPhone numberInformation & opening hours
New customers03456 10 20 208am - 9pm, Monday to Friday
9am - 6pm Saturday
Existing customersPhone numberInformation & opening hours
General enquiries03456 10 20 308am - 9pm, Monday to Friday
9am - 6pm Saturday
Automated balance enquiry0800 917 97 91
Calling from abroad+44 1268 443 956

Calls may be monitored and recorded.

New customersPhone numberInformation & opening hours
New customers03456 10 20 408am - 9pm, Monday to Friday
9am - 6pm Saturday
Existing customersPhone numberInformation & opening hours
General enquiries03456 10 20 308am - 9pm, Monday to Friday
9am - 6pm Saturday
Automated balance enquiry0800 917 97 91
Calling from abroad+44 1268 443 956

Calls may be monitored and recorded.

Got a question?

Before you call, why not save time by checking if we've already answered your query.

Visit our Personal secured loans page.

Existing customersPhone numberInformation & opening hours
General enquiries0345 600 66 22*8am - 8pm Monday to Friday
9am - 3pm Saturday
10am - 3pm Sunday

Calls may be monitored and recorded.

New customersPhone numberInformation & opening hours
Prepaid Travel Money Mastercard0207 118 2211We're here 24/7
Existing customersPhone numberInformation & opening hours
Prepaid Mastercard0333 900 50058am - 7pm Monday to Friday
9am - 5pm Saturday
Prepaid Travel Money Mastercard0207 118 2211We're here 24/7

Calling from abroad

Existing customersPhone numberInformation & opening hours
Prepaid Mastercard+44 333 900 50058am - 7pm Monday to Friday
9am - 5pm Saturday
Prepaid Travel Money Mastercard+44 207 118 2211We're here 24/7

Calls may be monitored and recorded.

New customersPhone numberInformation & opening hours
New customers0330 400 12508am - 8pm Monday to Friday
9am - 5.30pm weekends and bank holidays
Existing customersPhone numberInformation & opening hours
To make a claim or speak to us about an existing claim0330 400 12659.00am - 5.00pm Monday to Friday
To make an emergency claim+44 207 748 890824 hours a day, 7 days a week
To renew or amend your policy0330 400 12498am - 10pm Monday to Friday
9am - 5.30pm weekends
Travel advice line+44 207 748 890824 hours a day, 7 days a week

Calls may be monitored and recorded.

New customersPhone numberInformation & opening hours
New customers0800 294 75758am - 9pm Monday to Friday
9am - 5pm Saturday
10am - 3.30pm Sunday
Existing customersPhone numberInformation & opening hours
Started between 23 February 2015 and 1 December 20160345 604 33709am – 5pm Monday to Friday
Started between September 2009 - 23 February 20150345 602 91998.30am – 6pm Monday to Friday
Started between December 2005 - August 20090345 601 96458.30am – 6pm Monday to Friday
Started before December 20050800 073 17779am – 5pm Monday to Friday

Calls may be monitored and recorded.

Existing customersPhone numberInformation & opening hours
Existing policy enquiries and claims0345 601 96458.30am – 6pm Monday to Friday

Calls may be monitored and recorded.

Existing customersPhone numberInformation & opening hours
New orders0345 366 7705We're here 24 hours per day, 7 days per week excluding Christmas Day, Boxing Day and New Years Day.
Existing orders0345 366 7705We're here 24 hours per day, 7 days per week excluding Christmas Day, Boxing Day and New Years Day.

Calls may be monitored and recorded.

New customersPhone numberInformation & opening hours
New customer enquiries0330 159 38958:30am to 5:30pm Monday to Friday
Existing customersPhone numberInformation & opening hours
General enquiries0330 159 38968:30am to 5:30pm Monday to Friday
Book a money transfer0330 159 38978:30am to 5:30pm Monday to Friday

Calls may be monitored and recorded.

For any queries relating to pre and post application, call your dedicated Regional Service Team.

New Build0345 600 1477*
North0345 600 1706*
South0345 601 0680*
East0345 606 0301*
West0345 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. We’re available to chat 8.30am to 6pm Monday to Friday, excluding Bank Holidays.

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

*Lines are open 8.30am to 6pm 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.

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.

ProductPhone numberInformation & opening hours
Virgin Money Credit Cards0800 011 3210*Lines available 24 hours a day, 365 days a year
Virgin Atlantic Credit Cards0800 085 3210*Lines available 24 hours a day, 365 days a year
Current Account0345 600 61038am - 8pm Monday to Friday,
8am - 4pm Saturday,
10am - 3pm Sunday
Prepaid Cards
Mastercard0333 900 50058am - 7pm Monday to Friday
8am - 5pm Saturday
Savings
Online customers0345 607 69918am - 8pm Monday to Friday,
8am - 4pm Saturday,
10am - 3pm Sunday
Post, telephone and Store customers0345 600 73018am - 8pm Monday to Friday,
8am - 4pm Saturday,
10am - 3pm Sunday
Business Account
0345 606 76878am - 8pm Monday to Friday,
8am - 4pm Saturday,
10am - 3pm Sunday
Investments & Pensions
For all products with account number starting with 'VIR'
0345 610 20308am - 9pm Monday to Friday,
9am - 6pm Saturday
Mortgages0345 602 83018am - 8pm Monday to Friday,
9am - 1pm Saturday
Home Insurance0330 303 11238.30am - 6pm Monday to Friday
Travel Insurance0330 400 13779am - 5:30pm Monday to Friday
Life Insurance
Started on or after 23 May 20170800 294 75758am - 9pm Mon-Fri. 9am - 5pm Sat, 10am - 15.30pm Sun.
Started between 23 February 2015 - 22 May 20170345 604 33709am - 5pm Monday to Friday
Started between September 2009 – 22 February 20150345 602 91998.30am - 6pm Monday to Friday
Started between December 2005 – August 20090345 601 96458.30am - 6pm Monday to Friday
Started before December 20050800 073 17779am - 5pm Monday to Friday
Travel Money0345 366 7705We're here 24 hours per day, 7 days per week.
International Money Transfer0330 159 38968:30am to 5:30pm Monday to Thursday and 8.30am to 5:00pm on Fridays.
Virgin Money Giving03456 01 10 459am – 5.30pm Monday to Friday.

Calls may be monitored and/or recorded for quality and training purposes and for compliance within regulations.

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 business days 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/

Other contact details

Current Account customers

To report a lost or stolen debit card for your Current Account, please call us anytime on 0800 012 1512 (free of charge) or +44 191 279 4604 if calling from abroad.

We can cancel it and re-order you a new one to replace it. Meanwhile, if you need to withdraw money from your account, pop into your nearest Store Link opens in a new window with ID - many of our Stores are open on a Saturday too.

Savings customers

To report a lost or stolen passbook or account documentation, please call us anytime on 0800 012 1440 (free of charge) or +44 191 279 3244 if calling from abroad.

Virgin Credit Card customers

To report a lost and stolen Virgin Credit Card please call us on 0800 011 3210 (+44 191 284 9005 if calling from abroad). Lines available 24 hours a day, 365 days a year.

Calls may be monitored and/or recorded for quality and training purposes and for compliance within regulations.

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

If you suspect you have been a victim of fraud or you've noticed any suspicious activity on any of your accounts please contact us immediately on 0800 012 1440 (free of charge) or +44 191 279 3244 if calling from abroad.

If you have been asked to send a payment, that you are now concerned about, there is additional support available. If you need to call us out of normal business hours, call us on 0345 600 6103 or +44 191 279 4604 if calling form abroad or email us at report.fraud@virginmoney.com. Please don't put anything more than your name and contact telephone number on the email. Your device may not be secure and we are not responsible if your personal information is compromised before we receive it.

Or if you're concerned about an email which claims to be from Virgin Money, please forward, preferably as an attachment, to report.phishing@virginmoney.com.

For more information about protecting yourself online please visit our Fraud Information Centre.

Phone numberCall charges and information
03 numbersSame as calls to 01 or 02 numbers and they are included in inclusive minutes and discount schemes in the same way.
084 numbersMaximum of 7p per minute, plus your phone company's access charge.
087 numbersMaximum of 13p per minute, plus your phone company's access charge.
0800 numbersFree 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.

Facebook

 /VirginMoneyUK Link opens in a new window

Twitter

 /VirginMoneyUK Link opens in a new window

 @AskVirginMoney Link opens in a new window

 @VirginMoney 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.