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Prefer to share feedback instead?

If you would rather share feedback instead of making a complaint, we'd love to hear it. Get in touch and tell us how we can improve.

Give us feedback

How to make a complaint

The fastest way to reach us is using our online complaints form. You can also make a complaint by phone, post or in person.

Make a complaint

How we handle your information

Your details are safe and will only be used to deal with your complaint.

Solicitors and claims management companies

When you are making a complaint on someone's behalf, you'll need to post us a signed letter of authority.

What happens next

  1.  

    We'll aim to resolve your complaint within 3 business days, following the day it is received. If this is not possible, we'll keep you informed until your complaint is resolved.


  2.  

    Once there's a decision about your complaint, we'll be in touch to let you know. This can take up to 8 weeks but we'll aim to fix things before then.


If you’re still not happy, or if we can’t sort out your complaint within 8 weeks (15 days for payment-related complaints) you can ask the Financial Ombudsman Service or Business Banking Resolution Service to investigate. You can find their details in Already made a complaint?

More ways to complain

ProductPhone numberOpening hours
Virgin Money credit cards0800 011 3210Monday to Saturday
8:00am to 8:00pm
Sunday 10:00am to 5:00pm
Virgin Atlantic credit cards0800 085 3210Monday to Saturday
8:00am to 8:00pm
Sunday 10:00am to 5:00pm
Mortgages0345 602 8301Monday, Tuesday, Thursday, Friday
8:00am to 8:00pm
Wednesday 9:00am to 8:00pm
Saturday 9:00am to 1:00pm
All other customers0800 121 7365Monday to Saturday
7:00am to 9:00pm
Sunday 10:00am to 5:00pm
Phone numberCall charges and information
03 numbersSame as calls to 01 or 02 numbers and they are included in inclusive minutes and discount schemes in the same way.
084 numbersMaximum of 7p per minute, plus your phone company's access charge.
087 numbersMaximum of 13p per minute, plus your phone company's access charge.
0800 numbersFree from UK landlines and personal mobile phones.

Calls may be recorded for training and quality purposes.

Please write to us at:

The team at Virgin Money
Sunderland
SR43 4JB

Visit a Virgin Money Store or contact your Relationship Manager, if you have one

Find a Virgin Money Store

Extra support

Alternative formats

Contact us if you'd like information in an accessible format, such as large print, Braille or audio.

By email:
disability.awareness@virginmoney.com

By phone:
0191 279 5300
We’re here Monday to Friday 8am to 8pm, Saturday 8am to 4pm, Sunday 10am to 3pm.

Financial care

We can help you improve your financial position and take control of your money. If you feel you need any additional support from us in relation to your complaint, please let us know when you get in touch. Or speak to one of our financial care experts on:
0800 141 2261
We’re here Monday to Friday 8am to 7pm, Saturday 9am to 1pm.

Phone numberCall charges and information
03 numbersSame as calls to 01 or 02 numbers and they are included in inclusive minutes and discount schemes in the same way.
084 numbersMaximum of 7p per minute, plus your phone company's access charge.
087 numbersMaximum of 13p per minute, plus your phone company's access charge.
0800 numbersFree from UK landlines and personal mobile phones.

Calls may be recorded for training and quality purposes.

Already made a complaint?

If you're not happy with the outcome of your complaint, or if we can't sort your complaint within the 8 weeks (15 days for payment-related complaints), please get in touch with us.

If you're still unhappy, you can ask the Financial Ombudsman Service or Business Banking Resolution Service to investigate.

By email:
customerrelations@virginmoney.com
Information sent by email may not be secure, so we'd suggest you don't send any details of a personal or sensitive nature by email.

By phone:
0800 055 6655
We're here Monday to Friday 8am to 6pm

This is a free to use service available to business customers with unresolved disputes. Contact them:

Online:
thebbrs.org Link opens in a new window

By email:
contactus@thebbrs.org

By phone:
0345 646 8825

Our complaints data

For information on the volume of complaints that we receive for our products and services visit complaints data.