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 will always treat your data with respect, to find out more about how we use your data, please see our Privacy Notice Link opens in a new window.
Before you make a complaint
A complaint is when you’re unhappy with a product, service or experience and want us to put it right.
If you need help with your account, have a question, or want information about our products and services, use our support pages instead.
Go to Help and supportHow to make a complaint
Speak to us directly or browse other ways to complain.
If you have a complaint about Nationwide products or services, please contact them Link opens in a new window.
Mortgages
Virgin Money mortgages
0345 602 8301Clydesdale mortgages
0800 121 4203Monday, Tuesday, Thursday, Friday 8am to 6pm
Wednesday 9.30am to 6pm
Saturday 9am to 1pm
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.
Mortgages
Virgin Money mortgages
0345 602 8301Clydesdale mortgages
0800 121 4203Monday, Tuesday, Thursday, Friday 8am to 6pm
Wednesday 9.30am to 6pm
Saturday 9am to 1pm
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.
Extra 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.
Calls are free from UK landlines and personal mobile phones. Calls may be recorded for training and quality purposes.
You can also find tools and guidance to help with money worries and mental wellbeing in our financial wellbeing hub.
Additional information
Managing your complaint
Managing your complaint leaflet (PDF, 217KB).
Our complaints data
Find information on the volume of complaints we receive.
How to take your complaint further
If you are unhappy with our decision and wish to take your complaint further, you can ask the Financial Ombudsman Service (FOS) to review your complaint. This is a free, independent service for resolving such disputes.
You can refer your complaint to FOS at any time. But they will need our consent to investigate complaints if we have not:
- had the chance to put things right, and
- exceeded the handling timescales permitted for your complaint.
If you want to refer your complaint after we have issued our Final Response, you must do it within 6 months of the date on the letter.
Ways to contact the Financial Ombudsman Service
Online: financial-ombudsman.org.uk Link opens in a new window
By email: complaint.info@financial-ombudsman.org.uk
By phone: 0800 023 4567