Make a complaint
Hands up, sometimes we get things wrong. If that happens, we’d really like to know so we can put things right and make improvements.
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 complaintHow 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
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.
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
| Product | Phone number | Opening hours |
|---|---|---|
| Virgin Money credit cards | 0800 011 3210 | Monday to Saturday 8:00am to 8:00pm Sunday 10:00am to 5:00pm |
| Virgin Atlantic credit cards | 0800 085 3210 | Monday to Saturday 8:00am to 8:00pm Sunday 10:00am to 5:00pm |
| Mortgages | 0345 602 8301 | Monday, Tuesday, Thursday, Friday 8:00am to 8:00pm Wednesday 9:00am to 8:00pm Saturday 9:00am to 1:00pm |
| All other customers | 0800 121 7365 | Monday to Saturday 7:00am to 9:00pm Sunday 10:00am to 5:00pm |
| Phone number | Call charges and information |
|---|---|
| 03 numbers | Same as calls to 01 or 02 numbers and they are included in inclusive minutes and discount schemes in the same way. |
| 084 numbers | Maximum of 7p per minute, plus your phone company's access charge. |
| 087 numbers | Maximum of 13p per minute, plus your phone company's access charge. |
| 0800 numbers | Free from UK landlines and personal mobile phones. |
Calls may be recorded for training and quality purposes.
Please write to us at:
Virgin Money Customer Relations
Symington House
7 North Avenue
Clydebank
Glasgow
G81 2NT
Visit a Virgin Money Store or contact your Relationship Manager, if you have one
Find a Virgin Money StoreExtra 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 number | Call charges and information |
|---|---|
| 03 numbers | Same as calls to 01 or 02 numbers and they are included in inclusive minutes and discount schemes in the same way. |
| 084 numbers | Maximum of 7p per minute, plus your phone company's access charge. |
| 087 numbers | Maximum of 13p per minute, plus your phone company's access charge. |
| 0800 numbers | Free 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
Online:
financial-ombudsman.org.uk Link opens in a new window
By email:
complaint.info@financial-ombudsman.org.uk
By phone:
0800 023 4567
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.