Our complaints process
Contact us using your preferred contact method.
We’ll aim to resolve your complaint within 3 business days, following the day it’s received. If this is not possible, we’ll keep you informed until your complaint is resolved.
If we can't resolve your complaint within 3 business days, we'll keep investigating it and be in touch once there's a decision. This can take up to 8 weeks (15 days for payment-related complaints) but we'll aim to fix things before then.
How we handle your information
We'll only use the info you share to deal with your complaint.
We'll always treat your data with respect. You can find out more in our privacy policy Link opens in a new window.
How to make a complaint
Speak to us directly or browse other ways to complain.
Mortgages
0345 602 8301Monday, Tuesday, Thursday, Friday 8am to 8pm
Wednesday 9am to 8pm
Saturday 9am to 1pm
Investments and pensions
Including Stocks and Shares ISAs.
These products are provided by Virgin Money Unit Trust Managers Ltd.
0345 528 8888Monday to Friday 8am to 9pm
Saturday 9am to 6pm
All other customers
Including business, current and savings accounts, cash ISAs, insurance and loans.
0800 121 7365Monday to Saturday 7am to 9pm
Sunday 10am to 5pm
Call charges and information
Calls to 0800 numbers are free from UK landlines and personal mobile phones.
Calls to 03 numbers are treated the same as calls to 01 and 02 numbers, including any inclusive minutes and discount schemes. Up to 16p per minute from UK landline. Up to of 65p per minute from mobiles.
Calls may be recorded for training and quality purposes.
Use live chat
If you’re a credit card, current account, business or savings customer, log in and use live chat in app.
Mortgages
0345 602 8301Monday, Tuesday, Thursday, Friday 8am to 8pm
Wednesday 9am to 8pm
Saturday 9am to 1pm
Investments and pensions
Including Stocks and Shares ISAs.
These products are provided by Virgin Money Unit Trust Managers Ltd.
0345 528 8888Monday to Friday 8am to 9pm
Saturday 9am to 6pm
All other customers
Including business, current and savings accounts, cash ISAs, insurance and loans.
0800 121 7365Monday to Saturday 7am to 9pm
Sunday 10am to 5pm
Call charges and information
Calls to 0800 numbers are free from UK landlines and personal mobile phones.
Calls to 03 numbers are treated the same as calls to 01 and 02 numbers, including any inclusive minutes and discount schemes. Up to 16p per minute from UK landline. Up to of 65p per minute from mobiles.
Calls may be recorded for training and quality purposes.
Other ways to complain
By post
Write to us at:
The team at Virgin Money
Sunderland
SR43 4JB
Solicitors and claims management companies can make a complaint on someone's behalf. To do this, they’ll need to provide a signed letter of authority.
Already made a complaint?
Find out what to do if you’re unhappy with the outcome or if we’ve not been able to sort it within 8 weeks (15 days for payment-related complaints).
I've already made a complaintExtra support
Alternative formats
You can ask for letters to be sent in an accessible format, such as large print or Braille. For information on how we can help and how to get in touch visit accessibility support.
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 2261We’re here Monday to Friday 8am to 7pm, Saturday 9am to 1pm.
Calls are free from UK landlines and personal mobile phones. Calls may be recorded for training and quality purposes.
Our complaints data
Find information on the volume of complaints we receive.