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Personal customers

Frequently asked questions


If you've been affected by coronavirus (due to illness or self-isolation) and are worried about what this might mean for you financially, there are things we can do to help.

Please get in touch with us as soon as possible so we can discuss your individual circumstances and find ways in which we can support you. The sooner you contact us, the more we can do.

It's also worth remembering you can bank from home or on-the-go with internet banking and our mobile apps. If you have a Virgin Money Current Account you can move money, check your balance or even pay in a cheque with just a photo.

General enquiries

Most of our products have online services or an app to manage your account. If you have access to those services, then we’d encourage you to try them first before calling us in order to minimise the call volumes and potential waiting times for those most in need of the additional phone support.

Stores - If we need to close any of our stores temporarily, we’ll let you know on our website, social media or via email if we hold a valid email address for you.

Remember, you can manage your money using internet banking or our mobile apps. They’re great alternatives if you’re unable to visit a branch or speak to us on the phone.

We appreciate that as a result of coronavirus, you may have some unexpected worries about your finances. Supporting our customers is our absolute priority and we want to help. So if you have any worries about your finances as a result of coronavirus or any other circumstances, please contact us on the phone number on the back of your card and we can talk through your personal situation and consider how best to help, we’re here 24/7. Options could include extending your credit facility and freezing interest payments, we’ll work through the right option for you. Also remember that you can request an additional credit facility via the Virgin Money Credit Card Online service Link opens in a new window. This service is available to Virgin Money customers only. The sooner you contact us, the sooner we can provide you with the right support.

Current accounts

Savings

We appreciate that as a result of coronavirus, you may have some unexpected worries about your finances. Supporting our customers is our absolute priority and we want to help. So if you have any worries about your finances as a result of coronavirus or any other circumstances, please contact us and we can talk through your personal situation and consider how best to help. The sooner you contact us, the sooner we can provide you with the right support.

Data Subject Access Request (DSAR)/Rights Requests

As of 22 June our DSAR team is once again operational following a brief pause as a result of the Coronavirus. We are working through the requests, however please be aware that we are currently responding beyond the usual timeframe expected. We thank you for your patience during this time. Please be assured that we are working to issue your response as quickly as possible.

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