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Coronavirus support for Virgin Money Mortgage customers

Frequently Asked Questions


General enquiries

I'm worried about paying my mortgage

We appreciate that there is a lot of change impacting customers lives and unfortunately your finances may have been negatively impacted. If you are worried about your finances or having payment difficulties, please click here to see ways we can try to help you.

If you would like to speak to a member of staff call 0800 917 0037. We're here from 8am - 6pm Monday to Friday, 9am - 1pm Saturday.

I want to understand more about a mortgage payment holiday

If your mortgage payments have resumed following a payment holiday but you have not taken the maximum six months available, you can apply for an extension until 31st March 2021.

If your initial payment holiday ends after 31st March 2021, you can still apply for a three month extension (up to a maximum of six months) before your mortgage payments resume. No payment holiday period can exceed 31st July 2021.

It’s important to remember that interest will continue to be charged during your payment holiday. At the end of your payment holiday we’ll recalculate your monthly payments – taking account of the interest added.

Our mortgage payment holiday calculator will show you how your monthly payments could change after your payment holiday ends.

By spreading the cost of your payment holiday over the remaining term of your mortgage, the amount you will pay over the life of your loan will be more than it would have been had you not taken the payment holiday. The total amount you will repay to us could be higher than the amount stated in your Offer of Loan.

We will write to you towards the end of your payment holiday, at least two weeks before your next payment will be due. This letter will confirm your new balance and revised payment – taking account of the interest that has been added during your payment holiday. If you would like to discuss an alternative payment arrangement, the letter will explain how you can get in touch.

Whilst we will ensure that the payment holiday does not negatively impact your credit file, lenders may take into account other information when making future lending decisions.

No, your mortgage term does not change as a result of taking a payment holiday.

We will write to you towards the end of your payment holiday, at least two weeks before your next payment will be due. This letter will confirm your new balance and revised payment - taking account of the interest that has been added during your payment holiday.

If you would like to understand the options available to you when your coronavirus payment holiday come to an end, our separate online service will help you do this.

If you were in arrears before the start of the payment holiday, we will call and write to you towards the end of your Payment Holiday, at least two weeks before your next payment will be due to discuss next steps. If we are unable to contact you, the letter will explain how you can get in touch. You can also find out about ways we can help in our managing your money section.

We understand that this is an uncertain time, and your finances may continue to be negatively impacted by the pandemic.

We will write to you towards the end of your Payment Holiday, at least two weeks before your next payment will be due. This letter will confirm your new balance and revised payment – taking account of the interest that has been added during your payment holiday. If you would like to discuss alternative options, the letter will explain how you can get in touch.

The Payment Difficulties page on our website also provides information on ways that we can try to help you.

Alternatively, if you would like to speak to a member of staff today, call 0800 917 0037. We're here from 8am - 6pm Monday to Friday, 9am - 1pm Saturday.

I have recently applied for a mortgage with Virgin Money

Here at Virgin Money we use a combination of Automated Valuations - a computer estimate based on previous sales prices and property value indices, Desktop Valuations and Physical Valuations. Where possible a nonphysical valuation will be utilised, however where this is not possible, and local Covid restrictions prohibit valuations being completed, we will contact you to discuss next steps.

I have a question about a Product Transfer or Additional Borrowing

This is fine. Depending on the timing of your two requests, the Offer of Loan for your new product deal may not take into account any interest that will be added during your payment holiday.

We will write to you with details for both transactions and any changes to your account and payments.

As a responsible lender we must ensure that all lending is affordable, therefore we have taken the difficult decision not to consider any income received as part of the Job Support Scheme. Additional borrowing requests can be considered once you exit the Job Support Scheme. If you are an existing customer making a change to your mortgage which does not increase your borrowing we can consider using Job Support Scheme income subject to individual assessment.

I am an existing customer planning to move home

Yes, we’d be happy to discuss this further with you. Please call 0345 605 0500 and we can chat through your individual circumstances. Check here for our opening hours. Link opens in a new window

If you require additional borrowing and have also applied for a payment holiday, we may need to pause your request to move home. We’ll be in touch if we need to do this. Once your payment holiday has ended, you can apply for additional borrowing and your application will follow our usual process and criteria.