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How to log on

The first thing you'll need is your Customer ID which we gave you when you signed up online. It is alphanumeric and seven characters long. If you can't remember it, check your Welcome Pack which you received via post when you opened the account.

Follow the link to 'Sign in' at the top of the page to log on to your account. If you have forgotten any information, just follow the links and we can get you up and running.

What you can do

Once you have logged on, you can:

  • Check your balance
  • View / print / download your statement
  • Transfer money
  • Amend your nominated bank account
  • Amend your interest payment details
  • Send us a secure message using the Messages facility to discuss your account
  • Change your address / phone number / email address
  • Change your password

It's all quite self explanatory, but if you find you are stuck, we also have an online help section once you've logged in.

How to add money

Send us a payment directly from your bank

If your Virgin Money account accepts deposits, you can add money up to your maximum balance just by sending us a payment from your bank. The most popular way to do this is using an electronic transfer called FPS (Faster Payments Service). You will need these details to do this:

Sort code: 08-60-64
Account number: your own number

You can also use these details to set up a regular payment called a Standing Order - your bank should be able to arrange this for you. It can help make sure you are regularly topping up your savings.

Send us a cheque

Make it payable to yourself and pop your account number on the back.

Send us a guaranteed payment

You can use a service called CHAPS which is often used for high value transactions or ones which must be received by a certain date. Because they are guaranteed to reach their destination by the end of a specific day, there is often a charge for this type of payment. Ask your bank to use our account details, and make your own account number the reference that goes with the payment.

Sort code: 08-02-65
Account number: 50048407
Reference: Your online account number

How to withdraw

You can request a withdrawal to your nominated account by using our fee free electronic transfer service. If possible, we will debit your account the same day or any future date for which you authorised the payment. The payment should reach your nominated account within a few hours but no later than the end of the next working day.

Payments up to £100,000 will be sent by Faster Payments. We send the money 24/7, so it will normally be in your nominated account within hours.

Payments above £100,000 will be sent by CHAPS free of charge, and if we receive your authority and full instructions before 5pm on a working day, we will send the payment the same day. If it’s after 5pm, it’ll be sent and received the next working day.

To keep you secure, on occasion we might need to verify your identity in order to carry out the instruction you give us. Keeping your contact details up to date will help avoid delay.

Interest

Your interest rate can either be fixed or variable and interest paid either monthly or annually. Our charity account pays half yearly interest. For more details on your specific account, visit existing account information to check your interest rate and payment date.

Your interest is calculated daily and adjusted automatically as the balance in your account changes.

Where the balance falls below the minimum balance, interest will be earned at the prevailing basic savings rate, currently 0.10% Gross1 P.A.

For all ISAs interest is paid tax-free and where the balance falls below the minimum balance, interest will be earned at the prevailing basic savings rate currently 0.10% tax-free2.

If you have a variable rate account where the rate can go up or down, we may increase the interest rates at any time without telling you in advance. If we decrease the rate, the amount of notice we give will depend on whether your account is a payment account or non-payment account. Your Key product information sheet or online product summary box will indicate what type of account you have. For payment accounts we will give you at least two months’ notice before the rate reduces. For non-payment accounts, we will give you at least 14 days’ notice before the rate reduces.

1Gross P.A. is the rate of interest paid without the deduction of tax. Please note that the automatic deduction of tax on savings interest for non-ISAs ceased with effect from 6 April 2016.

2The tax free rate is the contractual rate of interest payable where interest is exempt from income tax.

Help - I'm locked out

If your password has been entered incorrectly three times you will automatically be locked out of your account for security reasons.

If this happens, you will be asked three security questions and as long as you correctly answer them all, a one-time password will automatically be sent out to you. Don't make any further attempts to guess your password (even if you think you have remembered it) as we have reset it by sending your one-time password.

If you enter your password correctly, but answer one of the three security questions incorrectly, the system will order a new one-time password.

You may be locked out because we don’t hold your most up to date mobile or landline number which we send your 6 digit passcode to, this code is sent to the phone number we have on your record. If you think this number may need updating or added then simply call us on 0345 607 6991 and we can check your details.

Technical help

Frozen screen? System saying you are already logged in? We have a dedicated technical help section which also contains details of how to contact our technical help team if you are stuck.

Complaints

If you have a complaint, you should telephone us or write to us as soon as possible so that we may investigate the circumstances. You can write to the Customer Relations Team, Virgin Money, Gosforth, Newcastle upon Tyne, NE3 4PL or email customerrelations@virginmoney.com.

If you can't resolve this satisfactorily, you have the right to refer your complaint to the Financial Ombudsman Service, which provides independent adjudication of complaints. A copy of our Internal Complaint Procedures is available.