Before you contact us
During these difficult times, 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 call or store visit is not urgent, you leave the way clear for us to help them first.
If you are venturing out, please ensure you follow Government guidelines
If you're experiencing financial difficulties due to the current coronavirus situation, we’ve got some online options that could help.
- you can apply for a payment holiday on your mortgage and credit card
- you can apply for an £500 interest-free overdraft buffer
- you can request an arranged overdraft if you don't currently have one
- Money on your mind? See how our Red Team can help
Our stores and phone lines remain open, however as more of our colleagues become personally affected by the coronavirus situation, we’ve had to make some changes to our opening hours for our stores and contact centres.
We'll keep this page updated as the situation changes. You can also follow us on social media for regular updates.
Ways we can help you
If you're experiencing financial difficulties due to the current coronavirus situation
Request an £500 interest-free overdraft buffer for three months
Request a payment holiday of up to three months on your Virgin Money Mortgage
Request a payment holiday of up to three months on your Virgin Money or Virgin Atlantic Credit Card
Money on your mind?
Money on your mind is a new service to help answer general questions you may have about the impact of the coronavirus on your personal or business finances, whether you bank with Virgin Money or not. Our Red Team includes colleagues and experts from across Virgin Money who are currently working from home or keeping our stores open during lockdown.
Watch our Money on your mind videos
Head over to our YouTube channel where our Red Team answer your questions on coping with financial uncertainty during coronavirus.
Ask the Team a question
If you've got a question we haven't covered in our FAQs, our Red Team are here to help. Just remember they can't access your specific account details at the moment.
Frequently asked questions
See the answers to the questions we get asked the most
If you're worried about what coronavirus may mean financially, we can help.
Support for Virgin Money and Virgin Atlantic Credit Card customers.
Support for Virgin Money mortgage customers.
Everything you need to know if your travel plans have been impacted by coronavirus.
Practical advice and assistance for you and your business.
Bank easily online
It's never been more important to be able to bank from home.
Our new mobile banking app
Packed full of clever tools to help you track, budget, save and pay.
Stay safe and secure
When things are uncertain and constantly changing, as they are now, it's more important than ever to take care of your personal information. Unfortunately criminals might try to take advantage of the situation to collect confidential information and commit fraud.
Watch out for unexpected text messages, emails or phone calls claiming to be from travel companies, airlines, financial institutions or even the NHS. Any message that requests personal information should be treated with suspicion, as genuine organisations are unlikely to do this.
If you’re unsure, don’t hand over any personal details or click on links in texts and emails. If you do receive a suspicious message or phone call, don’t respond on the spot. Instead contact the company yourself using a number you can trust.
Follow the advice of the Take Five to Stop Fraud Link opens in a new window campaign, and remember that criminals are experts at impersonating people, organisations and the police. Your bank or police will never contact you out of the blue to ask for your PIN, full password or to move money to another account. The Take Five to Stop Fraud campaign encourages you to:
- Stop: Taking a moment to stop and think before parting with your money or information could keep you safe.
- Challenge: Could it be fake? It’s ok to reject, refuse or ignore any requests. Only criminals will try to rush or panic you.
- Protect: Contact your bank immediately if you think you’ve fallen for a scam and report it to Action Fraud. Criminals have already started using a number of new tactics and schemes to target people in the wake of COVID-19, with some recently reported including:
- Emails offering fake medical support and the sale of medical supplies such as face masks, hand sanitizer and other products which will never arrive
- Emails, texts and calls using NHS branding or messaging, requesting donations
- Emails, texts and calls employing HMRC branding or messaging, asking for details, to offer pay-outs and financial support
- Emails outlining new ‘too good to be true’ investment opportunities around healthcare companies
For more information on how to protect yourself from fraud and scams visit our security centre Link opens in a new window pages.