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Information about current account services

The Financial Conduct Authority requires us to publish the following information about our personal current accounts.


Virgin Money Current Account (including current accounts previously branded B)

Sort code starts with 05 or 82

Virgin Money current accounts opened after 2 December 2019

Service24-hour helpPhoneInternet bankingMobile banking
Contact details0800 121 7365Online serviceApple App Store, Google Play Store
Checking the balance and transactionsYes
Yes
Monday to Sunday, 24 hoursMonday to Sunday, 24 hoursMonday to Sunday, 24 hours
Sending money within the UK, including setting up a Standing OrderYes
Yes
Monday to Sunday, 24 hoursMonday to Sunday, 24 hoursMonday to Sunday, 24 hours
Sending money outside the UKYes
Yes
Monday to Sunday, 24 hoursMonday to Sunday, 24 hoursMonday to Sunday, 24 hours
Paying in a chequeYes
Yes
Monday to Sunday, 24 hoursMonday to Sunday, 24 hoursMonday to Sunday, 24 hours
Cancelling a chequeYes
Yes
Monday to Sunday, 24 hoursMonday to Sunday, 24 hoursMonday to Sunday, 24 hours
Cash withdrawal in a foreign currency outside the UKYes
Yes
Monday to Sunday, 24 hoursMonday to Sunday, 24 hoursMonday to Sunday, 24 hours
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of fundsYes
Yes
Monday to Sunday, 24 hoursMonday to Sunday, 24 hoursMonday to Sunday, 24 hours
A Direct Debit, or allowing someone to collect one or more payments from your account using your debit card numberYes
Yes
Monday to Sunday, 24 hoursMonday to Sunday, 24 hoursMonday to Sunday, 24 hours
Third party access to an account, for example under a power of attorneyYes
Yes
Monday to Sunday, 24 hoursMonday to Sunday, 24 hoursMonday to Sunday, 24 hours
Problems using internet banking or mobile bankingYes
Yes
Monday to Sunday, 24 hoursMonday to Sunday, 24 hoursMonday to Sunday, 24 hours
Reporting a suspected fraudulent incident or transactionYes
Yes
Monday to Sunday, 24 hoursMonday to Sunday, 24 hoursMonday to Sunday, 24 hours
Progress following an account suspension or card cancellation, e.g. following a fraud incidentYes
Yes
Monday to Sunday, 24 hoursMonday to Sunday, 24 hoursMonday to Sunday, 24 hours
Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be availableNo
No
0800 678 3654
Monday to Friday, 8am - 8pm Saturday, 9am - 5pm Sunday, 10am - 5pm[2]
Monday to Friday, 8am - 8pm Saturday, 9am - 5pm Sunday, 10am - 5pmNot Possible [1]

Note

  • This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, or of queries you can raise in one of our branches.
  • This table details the times you can speak directly with an appropriately trained member of staff about particular queries through the methods specified above. It does not include automated responses. For more information on how and when you can perform the transactions on your account please see the table below or ask us when you contact us.
  • Other Help and Support is available online here This gives you further information about our current account including our application process, ways of banking and managing your account. You will also find further information about our internet and mobile banking services.

[1] If you wish to speak to an appropriately trained member of staff about these queries, contact details are available within the app or use the telephone numbers within the table.
[2] We are closed on 25 December, 26 December and 1 January.

Telephone bankingInternet bankingMobile banking
Checking balanceMonday to Sunday, 24 hoursMonday to Sunday, 24 hoursMonday to Sunday, 24 hours
Accessing a transaction historyMonday to Sunday, 24 hoursMonday to Sunday, 24 hoursMonday to Sunday, 24 hours
Setting up a Standing OrderMonday to Sunday, 24 hoursMonday to Sunday, 24 hoursMonday to Sunday, 24 hours
Sending money within the UKMonday to Sunday, 24 hoursMonday to Sunday, 24 hoursMonday to Sunday, 24 hours
Sending money outside the UKNot PossibleNot PossibleNot Possible
Paying in a chequeNot PossibleNot PossibleMonday to Sunday, 24 hours
Cancelling a chequeMonday to Sunday, 24 hoursNot PossibleNot Possible

Note

  • This is a list of common actions. It does not represent the full list of actions you can take in relation to your account, or actions you can take in one of our branches.
  • All services may be temporarily unavailable during periods of routine maintenance.

We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.

In the 3 months between 1 July 2019 to 30 September 2019In the 12 months between 1 October 2018 to 30 September 2019
Total number of incidents reported12
Incidents affecting telephone banking12
Incidents affecting mobile banking12
Incidents affecting internet banking12

Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data.

The most recent summary is available here

The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at www.ombudsman-complaints-data.org.uk.

Go to information about how to open a current account to find out how you can open an account, and what information and documents you need to give us to open an account.

How quickly do we open personal current accounts? [1]

We give customers an account number and enable them to start paying into the account:

  • the same day, for 85% of customers;
  • on average, in 1 day; and
  • within 15 days for 99% of customers.

These figures are based on the time taken from our receiving all the information and documents we ask for set out at minimum documents and information required, in a case where we don’t need any further information or documents to open the account.

How quickly do we give customers a debit card? [2]

Once an account is open, we give customers a debit card:

  • the same day, for 0% of customers;
  • on average, in 4 days; and
  • within 6 days for 99% of customers.
How quickly do customers get internet banking? [3]

Once an account is open, customers have internet banking:

  • the same day, for 100% of customers;
  • on average, in 0 days; and
  • within 0 days for 99% of customers.
How quickly is an overdraft available? [4]

Once an account is open, the overdraft is available:

  • the same day, for 0% of customers;
  • on average, in 6 days; and
  • within 19 days for 99% of customers.

Note

  • “0 days” indicates same day service.
  • The figures represent calendar days and may include weekends and bank holidays.
  • With regards to the 99% measurement, in a situation where 100 customers opened an account and 98 were opened in 2 days, 1 opened in 5 days and 1 opened in 10 days, the 99% measurement would be 5 days.

[1] These figures reflect the time taken to generate a working account number for a customer and include the time taken by the customer to complete and return all relevant documentation.
[2] These figures reflect the time taken until the debit card and PIN (where relevant) have been received by the customer in the post.
[3] These figures reflect the time taken to enable internet banking for a customer who requested it on the day of account opening. Time taken is until all information and devices needed to use internet banking have been issued, and may include the time taken by the customer to complete and return relevant documentation.
[4] These figures reflect the time taken where a customer requests an overdraft as part of an application to open an account, up to when funds are available to withdraw and may include the time taken by customers to provide relevant documentation.

How quickly do we replace debit cards which have been lost, stolen or stopped? [1]

We replace debit cards:

  • the same day, for 0% of customers;
  • on average, in 4 days; and
  • within 7 days for 99% of customers.

Note

  • “0 days” indicates same day service.
  • The figures represent calendar days and may include weekends and bank holidays.
  • With regards to the 99% measurement, in a situation where 100 cards were issued and 98 were issued in 2 days, 1 issued in 5 days and 1 issued in 10 days, the 99% measurement would be 5 days.

[1] These figures reflect the time taken from when a debit card is reported lost or stolen by the customer; or otherwise stopped by the bank, up to when the replacement debit card and PIN (where relevant) have been received by the customer. These figures may include the time taken by customers to contact the bank after their card has been stopped.

To open any of our accounts a new customer will need to provide us with the documents and information set out at minimum documents and information required. We may request additional information or documents in individual cases.

You can open an account:
without visiting a branch [1]Yes
Yes
where a visit to a branch is required, without an appointmentIn some cases
by sending us documents and information electronicallyYes
Yes
by postNo
No

Note

[1] You can open a Virgin Money Current Account in one of our Clydesdale or Yorkshire Stores.

Supporting the needs of all our customers

If you have a current account with us, there are some key ways we support you when you need us.

So we can send you to the right information for your account, please select the relevant sort code. You can find the sort code of your account on your debit card or in the Virgin Money App.

My account sort code starts with 82

My account sort code starts with 05

Essential Current Account (Or any account opened with Northern Rock)

Sort code 08-60-64

Account opened on or before 20 October 2019 (or you originally opened your account with Northern Rock)

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