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Our most common customer questions

If you’ve received a Certificate of tax deducted or Certificate of interest and tax deducted for your account before, we’ll automatically send you one for every tax year that follows. The new certificate will be sent to you in April each year.

If you have a postal or Store account (12 digit account numbers with a letter in the middle), please give us a call or send us a written request and we’ll send a certificate out to you.

If you have an online account with us, you can order a Certificate of interest and tax deducted once you’re signed in to your online profile.

Once you’ve signed in, choose the account that you need a certificate for by clicking on ‘View account’. From there, click on ‘Account options’ on the right hand side, ‘Interest and tax’ and then ‘View interest and tax’. You’ll then be able to order a certificate for both the current tax year and the previous tax year.

Not what you were looking for? Check out our full savings questions and answers page.

Make sure your Virgin Money Cash ISA is open and able to receive deposits (for Fixed Rate Cash ISAs we must receive all money including transfers in within 30 days of your account opening date).

You can transfer an existing Cash ISA and a Stocks & Shares ISA in to a Virgin Money Cash ISA.

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

Once you’ve followed these steps you can sit back, relax – our ISA team will take it from here. From receiving your request we’ll contact your current provider within 5 business days, and they will send us your ISA and a transfer history form within 5 business days. Following this, within 3 business days we'll deposit the funds in to your new Virgin Money Cash ISA. Interest will be earned from the date of the cheque, from the date the funds were sent to us, or day 16 of the process if earlier. For Stocks and Shares ISAs the process may take longer.

Not what you were looking for? Check out our full savings questions and answers page.

You can only open an ISA in your name however some of our other savings accounts can accommodate joint account holders:

New accounts

When completing the online application, all joint customers must be present. Each customer will be required to register or sign in, and when doing so they should select the ‘joint’ option. View our online accounts.

Accounts already open

If you already have an account with us and would like to add someone else to make it a joint account, the person who wishes to be added should:

  1. Register online with us Link opens in a new window
  2. Once signed in, send us a message with the Customer ID of the other party and their existing account number.

The person who holds the account should:

  1. Sign in and send us a message with the new person's Customer ID and confirm you would like them to be added to your account.

Once we have received messages from both customers, we will contact you both back to confirm further information, before making the account a joint account. We'll let you know once the change has been made.

Not what you were looking for? Check out our full savings questions and answers page.

Yes, it is straightforward to transfer a balance; you can do this via the Virgin Money Credit Card app.

  1. In the app, just tap the ‘Payments’ icon
  2. Follow the instructions and read the ‘Important information’ before you complete your transfer.
  3. You'll need your password which will be at least 8 characters, including 3 of the following: numbers, upper case letters, lower case letters and special characters (such as *!@?).

Transfers usually take a few days to complete, but if we need to carry out some additional checks this could mean the transfer takes a bit longer to complete.

Remember though, you will need to do this within the first 60 days for you to receive the introductory balance transfer offer. Don’t forget – promotional offers start from the date your account is opened, not from when you transfer your balance.

Not what you were looking for? Check out our full credit card questions and answers page.

Manage your card. Master your spending.

You can manage your card whenever and wherever you want to with the Virgin Money Credit Card app and you’ll notice the app getting even better as we add more features over the coming months.

If you have more than one credit card account, you can now add all of your cards in the app. Simply log in and select the 'Card' menu, scroll down and select '+ Add another card' and follow the instructions. You will need your other card(s) handy.

We have other ways for you to manage your account without the need to call us. Our online forms allow you to:

You can also use our help and support hub for all other queries you may have relating to your account.

If you haven’t already downloaded our Virgin Money Credit Card app, you can get up and running in no time. It takes just a couple of minutes and it’s really easy to do.

Here’s what you can do in our app:

  • View statements (current/historic). For information on how to download and view your statements click here. You can also email a copy of your statement to yourself, enabling you to view it how you wish.
  • View PIN
  • View credit limit
  • View balance
  • View available to spend
  • View payment due date
  • Make a debit card payment. If you would like to know more about other ways to pay, check out how do I make a payment?
  • Set up a Direct Debit or amend the amount you pay each month
  • Make a balance transfer. For more about balance transfers and how to do them in the app, go to balance transfers
  • Make a Money Transfer. For more about Money Transfers and how to do them in the app, go to money transfers

However you choose to manage your credit card, we'll be happy to help.

The main criteria to be eligible for a BTL with us is:

  • The maximum loan to value is 80% or 75% for BTL portfolio landlords
  • The minimum income (excluding what you receive from BTL properties) needs to be £25,000 per annum. If your application is in joint names, the combined minimum income will also be £25,000. Where personal income is used for affordability, a minimum combined gross income of £50,000 is required.
  • The rental income must cover 145% of the mortgage interest and this will be calculated in one of the following ways:
    • All products, with the exception of five year fixed rate, will be calculated at the product rate +2% or a notional rate of 5.50%, whichever is higher.
    • Five year fixed rate products will be calculated at 5.00% across all products.
  • If there is a rental shortfall between 100% and 145%, we will consider your personal income to cover this. Personal income is not considered for BTL portfolio landlords, LTVs greater than 75%, or where the term extends beyond 75 years of age.
  • If remortgaging a buy-to-let property and additional borrowing is not required, this will be calculated at a rental income of 125%, plus stress test interest rate of 5.50% across all products.
  • We don't accept BTL applications for first time buyers. For joint applications, at least one applicant must have been an owner occupier for 6 months or more on the date of decision, and we may ask for evidence of this
  • Letting to tenants in receipt of housing benefit is acceptable.
  • For landlords with four or more mortgaged buy-to-let properties visit our Buy-to-Let Portfolio Landlords page

There are three scenarios where we will consider a BTL mortgage for you where you are a non-homeowner (subject to maximum exposure with Virgin Money of £3 million or five properties).

  1. Customer is in tied accommodation - We require documentary evidence from the employer to confirm the accommodation is contractual
  2. Customers are re-mortgaging an existing BTL property
  3. Customer has existing BTL mortgage(s) with Virgin Money and are buying a new BTL property

For more information on all things Buy-to-Let, check out our useful guide.

If you have a fully flexible or an everyday mortgage with Virgin Money, you may apply for a one-month payment holiday for every nine consecutive full monthly payments you make.

The maximum payment holiday period is three months, which can be applied for once you have made 27 consecutive full monthly payments.

Interest will continue to be charged during a payment holiday. Taking a payment holiday will also increase the outstanding balance upon which future loan interest charges are calculated.

When deciding if we will allow a payment holiday, we will assess your ability to repay the revised total mortgage balance and the associated monthly payments, based on your individual circumstances at the time. This will include an affordability assessment, which may require income verification. All payment holidays are subject to Virgin Money's prior agreement.

Not what you were looking for? Check out our full mortgages questions and answers page.

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.

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