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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.

Mortgages

If you are experiencing financial difficulties due to the current coronavirus situation, please complete this short form. We’ll take a look at your request and come back to you over the next week to confirm when your mortgage payment holiday will start. Our contact centres are extremely busy at the moment, so using this link to request a mortgage payment holiday is the fastest way for it to be put in place for you.

It’s important to remember that interest will continue to be charged during your payment holiday. At the end of the payment holiday period, we will work together to agree the best way for you to repay any additional interest incurred and to make up any payments that have been deferred. We’ll discuss the most appropriate solution for your circumstances which could include increasing payments over the remaining term.

We will ensure that the payment holiday does not negatively impact your credit file.

If you are experiencing financial difficulties due to the current coronavirus situation you can request a mortgage payment holiday of up to three months. Please complete this short form, we’ll take a look at your request and come back to you over the next week to confirm when your mortgage payment holiday will start.

Our contact centres are extremely busy at the moment, so using this link to request a mortgage payment holiday is the fastest way for it to be put in place for you.

It’s important to remember that interest will continue to be charged during your payment holiday. At the end of the payment holiday period, we will work together to agree the best way for you to repay any additional interest incurred and to make up any payments that have been deferred. We’ll discuss the most appropriate solution for your circumstances which could include increasing payments over the remaining term.

We will ensure that the payment holiday does not negatively impact your credit file.

Following the updated Government guidance to “stay at home,” all surveyors that carry out home valuations for lenders have now stopped all physical valuations. Any customers who have a home valuation booked will be contacted by the valuer and updated on the current position.

Where possible we will use alternative ways to value a property, such as desktop surveys and Automated Valuation Models – a computer estimate based on previous sales prices and property value indices. However, this will not be available in all cases. Where we can’t value a property, we will put the case on-hold for up to 14 days and contact you to see if you want to continue or cancel the application.

If you would like to cancel an application because of concerns about the ability to purchase or remortgage a property at this time, any unused valuation or product fees already paid will be refunded.

Credit Cards

If you are worried about not being able to make your next payment, but you are confident that you can make future payments then there may be things that we can do to help. Before calling us to discuss, you should have a good idea of what your future monthly income is going to be, as well as a list of your expected outgoings like rent/ mortgage, your bills and monthly spending.

If you've had a change in circumstances, or if you have multiple creditors, then you can get free independent financial advice from one of the following agencies:

If you are worried about not being able to make your next payment , but you are confident that you can make future payments, then you may be eligible for a payment holiday.

Before calling us please be aware that our contact centre is extremely busy at the moment, you may have to wait a little longer than usual, please be patient.

If you have had a change in circumstances, or if you have multiple creditors, then you may want to consider getting some free independent financial advice or help on dealing with all your creditors from one of the following agencies;

If you have forgotten your online service password, you can reset this online. Make sure you have your Virgin Money Credit Card to hand when you do this.

  • Proceed to the Online Service login screen, enter your Customer ID and select 'Sign in'
  • On the ‘Enter Password’ screen there is a link titled ‘If you can’t remember your password or passcode please reset it here now’
  • Please click this link and you will be navigated to the reset password / passcode screen
  • If you have locked yourself out of our Online Service, our Virgin Money Credit Card mobile app is the quickest and easiest way to manage your account. If you haven’t already, head to the App Store or Google Play and search for Virgin Money Credit Card.

Our Virgin Money Credit Card mobile app is the quickest and easiest way to manage your account - you can download it via the App Store or Google Play, just search for Virgin Money Credit Card. Otherwise you can service your account by logging on to the Virgin Money Credit Card Online Service.

You can make payments by the following methods:

Direct Debit – You can make payments by Direct Debit on a monthly basis, the Direct Debit will collect on your monthly due date. You have the option to pay the minimum payment, a regular fixed payment or the full statement balance. Please remember your Direct Debit will be collected regardless of any additional payments made. You can set up or amend a Direct Debit online by logging on to Online Service or in our mobile app.

Please Note – If a statement has already been produced and you set up a Direct Debit online. The Direct Debit will not take effect until the following month.

Debit Card – You can make a one-off debit card payment via our mobile app or Online Service by choosing ‘Payments’ from the menu, then ‘Pay by Debit card’ and following the instructions on screen. If you would prefer to make a payment by debit card over the phone you can use our automated phone service.

Using your bank account – To make an electronic payment you will need to use sort code 40-64-25, bank account number 41320424 and quote your 16 digit Virgin Money Credit Card Number as the payment reference.

The first thing you should do is speak to your travel agent or the company you booked through. This is often the fastest way to understand what to do next and what you are entitled. It's also important that you check the terms and conditions of your booking, as well as check the cover on your travel insurance. If you have travel insurance with Virgin Money, you can get more information here.

If you've exhausted these options we have procedures that may help you recover some, or all of your money. Please write to us, include your Virgin Money Credit Card number, the amount and date of the transaction, the name of the retailer and the date you were due to travel. You should also include confirmation from your booking agent that your travel plans have been cancelled and a copy of your travel confirmation. We will keep you updated as we process your claim.

Please post this information to us at
Virgin Money Credit Card address: PO Box 10234, Wigston, LE18 9FA
Virgin Atlantic Credit Cards address: PO BOX 10609, Wigston,LE18 9FA

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 using the phone number on the back of your card. We can talk through your personal situation and consider how best to help you.

Options could include extending your credit facility and freezing interest payments, we will do our best to accommodate your request. Also remember that you can request an additional credit facility via the Virgin Money Credit Card Online Service. This service is available to Virgin Money customers only. The sooner you contact us, the sooner we can provide you with the right support.

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.