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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.

Those who are self-isolating now have access to take out cash through your local Post Office or Travelex. The new temporary service during Covid 19 lockdown includes an arrangement which will allow a trusted third party to collect money on your behalf from your local Post Office and we can even arrange to have cash delivered to your home through our travel money service should you have no alternatives.

Please contact us to discuss if you want to access this service and the team will discuss the terms with you. As this is a temporary service during Covid 19 we will review it’s availability and can discuss alternative options if this option is removed.

Virgin Money Contact Centre
Monday to Friday - 08:00-18:00
Saturday - 08:00-15:00
Sunday - 10:00-13:00
0345 606 7679

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.

Personal Loans

Payment holidays were a temporary solution made available during the Coronavirus outbreak. The deadline for applying for a new payment holiday was the 31st March 2021. As this deadline has passed, we can no longer offer payment holidays.

If your initial payment holiday is not due to end until after the 31st March 2021, you can still apply for a payment holiday extension (up to a maximum of 6 months). No payment holiday can continue beyond the 31st July 2021. To apply for an extension to your payment holiday you'll need to complete the online form.

If you are worried about not being able to make your next payment or your finances in general, please call us on 0800 141 2261. We can discuss your agreement and explain what options are available to you.

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;

The maximum duration of a payment holiday was 6 months, applied in periods of up to 3 months.

If you're currently in the first 3 month period of a payment holiday that expires after the 31st March and would like to apply for an extension, please complete the online form.

If you have already had a 6 month payment holiday and are concerned about your ability to maintain your loan repayments please contact our financial care team on 0800 141 2261 to discuss how best we are able to help.

You won't be charged any additional interest over the term of your loan by taking a payment holiday.

If you pay by Direct Debit, it will be suspended and we won’t take any payments until the payment holiday has ended.

If you have cancelled your own Direct Debit you'll need to re-instate it prior to the end of your payment holiday, the date will be notified to you by post.

At the end of the payment holiday, your contractual repayments will resume, and the term of your loan will be extended to cover the duration of your payment holiday.

We'll write to you around 4 weeks before the end of your payment holiday to confirm when your next payment is due.

Your payment holiday won’t affect your credit file, but lenders may look at your account and payment history when making decisions about your credit in the future.

If you are currently in payment holiday & have not yet benefitted from the maximum 6 months payment holiday available you can still apply for a payment holiday extension (up to a maximum of 6 months) by completing the online form. No payment holiday can exceed past the 31st July 2021.

If you are worried about not being able to make your next payment or your finances in general, please contact us on 0800 141 2261. We can discuss your account and explain what options are available to you.

You can also get free independent financial advice or help from a number of charities and not-for-profit organisations, like the ones listed below:

If you are worried and would like support please contact us on 0800 141 2261. We can discuss your agreement and explain what options are available to you.  We know this is not an easy situation to be in and we want to support you.

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;

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.