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What to expect

We're transferring you to a new pension, and upgrading the way you manage it online.

It’s a three-step process happening over the next few months. Although we're doing the heavy lifting, there are a couple of small, easy things you’ll need to do too - such as setting up your sign in details for the new service when it's ready. Don't worry, we’ll explain what to do, when you need to do it.

This page is your one-stop shop for all the latest info and we’ll update it as we go. We'll write to you at each step with a reminder to check back here.

If you'd like more info now read on and take a look at these questions and answers. Just so you know, our charges aren't increasing.

Keeping your account safe while it's updated is our top priority. You can help stay one step ahead of scammers with our tips and tricks to staying safe online.

The three steps look like this:

1. Letting you know

September
  • We post you an information pack with all the details you need.
  • You read the pack and make sure you're happy with the changes. You only need to get in touch if you're not.
  • We'll write to you again when we're ready to update your service.
No info pack?

Check we have your correct address by signing in or getting in touch.

Download info pack

2. Updating your service

November
  • We'll let you know when we're about to update your account.
  • We'll take 4 days (2 working days and a weekend) to make the updates.
  • You take it easy - we'll let you know when it's all done.

Some of our service will be down while we do the update. If you make a Direct Debit payment, the collection date might change temporarily.

Otherwise it's business as usual and you're free to sign in as normal.

3. Away you go

November
  • Your new and improved account is ready to use.
  • Set up your sign in, download the app and make yourself at home.
  • Help and support on hand if you need it.

Your info pack

Essential reading, as posted to you in September

Letter
Whats changing (and what's not)
Terms
Our funds and charges

Key Investor information

Here's the essential info for each fund used in our pension:

Virgin Money Bond Fund
Virgin Money Defensive Fund
Virgin Money Growth Fund 1
Virgin Money Growth Fund 2
Virgin Money Growth Fund 3
Virgin Global Share Fund
Virgin UK Index Tracking Trust (for the Virgin Pension Growth Fund)
Virgin Money Climate Change Fund (new option)

These show the current annual management charge for each fund. Remember, after we make the changes the overall charge for managing your pension will stay the same, but it will be made up of two charges to make it clearer for you. Read our funds and charges to see what the account charge and the annual management charge for each fund will be.

Questions and answers

We’re aiming to make these changes in November. We’ll write to you and update this page nearer the time to confirm the date, and again once the changes have been made.

Your pack(s) should be with you by late September. We’re sending separate packs about Stocks and Shares ISAs, Unit Trusts and Pensions. So if you have more than one account, you’ll get a pack for each one, a couple of weeks apart.

You don't need to do anything until we tell you we've updated your account. We're aiming to do this in November and we'll let you know when it's done. You'll then be able to set up your sign in details and get online (it takes just a couple of minutes if you already use online service). If you don't use online service now, but want to give it a try, we'll help you get set up once the new service is ready.

More questions and answers

A sneak peek

At our slick, quick, new investments and pensions online service.

  • Simple to use
  • Easy money movements
  • Documents on the go
  • Bullet proof security
Can't wait? Check out this short video explainer.
Watch now

Please note: the animation is for example purposes and a shortened sequence is shown.

Play YouTube video

Staying safe

Our tips and tricks to beat the scammers. Remember these security essentials and stay one step ahead.

  • Check all emails and messages carefully. Even if it looks authentic, then don't reply or click any links unless you're sure it's form us.
  • Never give your sign in details to anyone else - even to Virgin Money staff.
  • If you get an unexpected call from us, or the caller asks for your personal info, hang up and call us back on 03456 10 20 30
  • If you haven't used your online account before, or you've forgotten your sign in details, no problem - we can get you online. We'll send you the info you need to sign in by post, for extra security.
More tips for keeping safe online

Need more help?

If you can't find what you're looking for here or in your info pack, please give us a call. We're here to help.

03456 10 10 39

This is a dedicated number so we know you're calling about the changes

We're here from 8am to 9pm Monday to Friday, and 9am to 6pm on Saturday. We'll do everything we can to help.

Automated balance enquiry service

Available 23 hours a day, 7 days a week - 0800 917 97 91.

Virgin Money Investments and Pensions