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Report suspected fraud

If you have been asked to send a payment that you are now concerned about, or you need to report suspected fraud, please contact us using the details below.

ProductPhone numberInformation & opening hours
If your sort code begins 05 or 820800 085 2914
(+44 113 234 4879 if calling from abroad)
8am-7pm Monday to Friday and 9am-5pm Saturday
If your sort code begins 080800 012 1440
(+44 191 279 3244 if calling from abroad)
8am-6pm Monday to Friday, 8am-3pm Saturday and 10am-1pm Sunday
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.


How do I report APP Fraud

An App fraud is a fraud where someone has coerced you to make the payment. If you have been victim of fraud from another bank then you need to report through your own bank.

Call us on 0800 345 7365 to report this Monday to Saturday 8am – 9pm and Sunday 10am – 5pm. Outside these hours please email app.victim@cybg.com

How to report suspicious emails

If you’re suspicious of an email claiming to be from Virgin Money, please don’t respond and forward it to us at report.phishing@virginmoney.com.

We can’t reply, but we investigate all reports. All emails received are shared with a third party who helps us to remove fraudulent websites as quickly as possible. Please don’t include any personal information when forwarding emails.

Remember never click on attachments or follow any links contained in suspicious emails.

Staying safe online

Criminals use various tactics to try and deceive us in to handing over sensitive financial information and even money. Below are some of our top tips on how to spot a potential fraud and stop it cold in its tracks:

  1. Banks, law enforcement, HMRC or any other trusted organisation will ever ask you move money to safe account, allow access to your bank account, or request your online/mobile banking login details.
  2. No one will ever ask you to move money to safe account to protect it, nor will law enforcement ask you to assist in catching criminals by way of moving money.
  3. Deals that seem too good to be true often are; this is true of everything from buying a new pet to making an investment. Always stop and consider the risks of fraud before sending anyone any money.
  4. Emails, texts, and even caller ID's can be easily faked; just because it looks genuine, or it sounds like someone from one the bank, it does not mean it is. We urge you to always hang up, and return the call on a number you trust, for example using the number on the back of your bank card or recent statement.
  5. We sometimes issue passcodes to you by text message to authorise payments or account access. Never disclose these passcodes verbally or by keying them into your telephone keypad. We will never verbally ask you for this information.

Common types of fraud and how to avoid them

Investment Fraud

Investment Fraud comes in many shapes and sizes. It’s important that no matter how big or small you check you are dealing with a legitimate firm. A few of the ways you can do this are:

  1. Check the firm and or individual you are dealing with is authorised and regulated by the Financial Conduct Authority.
  2. Check the Financial Conduct Authority Register Link opens in a new window for any warnings relating to that firm.
  3. And before sending any money, contact the firm using the information on the register to confirm the sort code and account are correct.

Safe Account and law enforcement scams

Safe account and law enforcement scams are where someone contacts you pretending to be from the bank or law enforcement, convinces you your money is at risk and coerces you in to disclosing account login information or in to sending money. What to look out for:

  1. The bank or law enforcement contact you out of the blue and tell you to move money to secure your funds; this is always a fraudulent request.
  2. Phone numbers can easily be faked and sometimes criminals will contact you from what appears to be the bank or other trusted organisations telephone number. You should hang up, and if you feel you should, contact the organisations in question on a number you source yourself and trust.
  3. In some cases, criminals will say they will send you text message for security, these messages often include a code. This code is then used by the criminals to attempt to gain access to your account or to approve a payment. Never verbally disclose or type these codes from the bank into your phone.

Invoice re-direction or business email compromise

Invoice re-direction or business email compromise is big business for criminals. In this fraud a criminal will break into a company or individuals email inbox; this could be a solicitor, a supplier of yours, or someone you are purchasing goods from. They then send an email to you request payment to new sort code and account number. Before making a payment to anyone for goods or services make sure:

  1. You confirm verbally on a number you source and trust any changes to existing payment information. This includes business transactions and payments to friends and family.
  2. Never assume an email or text message is genuine; both can easily be faked or manipulated.
  3. Take your time. If something doesn't feel right, the chances are there is a problem. If you need advice or support, contact us and explain the situation. We’ll be happy to help.

Take Five

Virgin Money is fully supportive of the Take Five to stop fraud campaign which is led by UK Finance, and backed by Her Majesty’s Government. The campaign is being delivered with and through a range of partners in the UK payments industry, financial services firms, law enforcement agencies, telecommunication providers, commercial, public and third sector organisations.

Take Five is a national campaign that offers straight-forward and impartial advice to help everyone protect themselves from preventable financial fraud. This includes email deception and phone-based scams as well as online fraud – particularly where criminals impersonate trusted organisations.

takefive-stopfraud.org.uk Link opens in a new window
Take Five Logo

Stop. Challenge. Protect.

Stop
Taking a moment to stop and think before parting with your money or information could keep you safe.
Challenge
Could it be fake? It’s ok to reject, refuse or ignore any requests. Only criminals will try to rush or panic you.
Protect
Contact your bank immediately if you think you’ve fallen for a scam and report it to Action Fraud.

Five rules to keep you and your account safe and secure

  1. Never disclose security details, such as your PIN, full banking password or one time pass code to anyone, even bank staff.
    A genuine bank or organisation will never ask you for these in an email, on the phone or in writing. Before you share anything with anyone, stop. Then pause to consider what you’re being asked for and question why they need it. Unless you’re 100% sure who you’re talking to, don’t disclose any personal or financial details whatsoever.
  2. Don't assume an email, text or phone call is authentic.
    Just because someone knows your basic details (such as your name and address or even your mother’s maiden name), it doesn’t mean they are genuine. Be mindful of who you trust – criminals may try and trick you into their confidence by telling you that you’ve been a victim of fraud. Criminals often use this to draw you into the conversation, to scare you into acting and revealing security details. Remember, criminals can also make any telephone number appear on your phone handset so even if you recognise it or it seems authentic, do not use it as verification they are genuine.
  3. Don’t be rushed – a genuine organisation won’t mind waiting.
    Under no circumstances would a genuine bank or some other trusted organisation force you to make a financial transaction on the spot; they would never ask you to transfer money into another account for fraud reasons. Remember to stop and take time to carefully consider your actions. A genuine bank or some other trusted organisation won’t rush you or mind waiting if you want time to think.
  4. Listen to your instincts – you know if something doesn’t feel right.
    If something feels wrong then it is usually right to question it. Criminals may lull you into a false sense of security when you are out and about or rely on your defences being down when you’re in the comfort of your own home. They may appear trustworthy, but they may not be who they claim to be.
  5. Stay in control – don’t panic and make a decision you’ll regret.
    Have the confidence to refuse unusual requests for personal or financial information. It’s easy to feel embarrassed when faced with unexpected or complex conversations. But it’s okay to stop the discussion if you do not feel in control of it.

Take five quiz

Think you know how to spot a scam? Try the take five quiz and see how you shape up!

Take five quiz Link opens in a new window

How we're protecting you

We take your security seriously and have a range of measures in place to safeguard your details.


Online Service

  • Information on Online or Mobile Banking service is secured using encryption to keep it safe.
  • We’ll automatically sign you out of our Online Service if you haven’t used it for a period of time. This increases security by limiting the time our Online Service is available, if you forget to sign out or leave your computer.
  • We limit the number of times you can try to sign in to your account with incorrect details, to make sure fraudsters can’t keep trying to guess your information.

Mobile banking app

  • If you are registered for internet banking, from time to time we will carry out security checks to ensure your account is secure. One of the ways we will do this is through our mobile banking app. When carrying out certain transactions on our internet banking site you will be prompted to log in to your mobile app and authorise your payment, after ensuring all the details supplied are correct. After you authorise the payment through the mobile app, we’ll carry out some checks before the payment status is confirmed.
  • We will never ask you to move money to a safe account for fraud prevention purposes. If you have been contacted by someone claiming to be from the bank’s fraud team or law enforcement asking you to make this payment, do not proceed and report it to us.

Transaction monitoring

  • For your ongoing protection online, our Fraud team may contact you by phone to verify your online transactions on BusinessOnline.
  • Our Fraud team may also contact you by email (which will include the second part of your postcode) phone or text to verify your online transactions on internet banking.
  • If we do contact you we will never request you share any password or one time passcode.
  • Always keep your contact details up to date so we can contact you quickly to minimise any inconvenience to you.

Card Protection

Mastercard® Identity Check™ and Verified by Visa

In association with MasterCard and Visa, we protect your cards against unauthorised use when you shop online at participating retailers by assessing whether additional security information is needed to verify your purchase. In most cases, no further verification is required but, in certain circumstances, we’ll ask for some additional security information.

Transaction monitoring

  • For your protection, our Fraud team may contact you by email (which will include the second part of your postcode), phone or text message (or very occasionally by letter) to verify credit and debit card transactions.
  • We may sometimes delay or decline transactions that are out of character for you, or even block your account until we can confirm that it is you making the transaction. Always keep your contact details up to date so we can contact you quickly to minimise any inconvenience.
  • If we do contact you, we will never ask for your PIN or passwords.

Using your card abroad

You don't need to tell us when you are travelling abroad, we will monitor your account in the same way as if you were using your card in the UK.


Fraud monitoring systems

We use industry leading application fraud monitoring systems to protect you against the risk of application fraud whereby fraudsters open an account, which could be anything from a credit card account or loan, to a mortgage using fake or stolen documents in someone else’s name.


Emails

  • We’ll only send you emails about Virgin Money products and services. The only time we’ll email you about your account will be if you have asked us to reset your password.
  • We will never send links to pages asking for passwords, card or PIN info.

Secure connection to us

On most browsers you’ll see a padlock and https:// in the address bar. This means that information you enter is private and shared with us securely. If you don’t see these, it could indicate you’ve landed on a bogus page. Contact us immediately and do not enter any information.


Last sign in time and date

Every time you sign into our online Service, we’ll show you the last time and date you signed in. Please take a moment to confirm this looks correct (including activities via a permitted third party provider). If it doesn't please report it to us.

How you can protect yourself

Here are our top tips to help you keep your personal and security information safe when you're browsing the internet or using our Online Service.


Personal security information

Passwords (including one-time passwords) are the keys to your bank account. You should never give your account details or other security information to anyone unless they are a permitted third-party provider. You should never disclose your online account passwords to anyone under any circumstances.


Use strong passwords

It’s important to choose a password that will be difficult for anyone to guess. When you’re choosing your password:

  • Don’t use your name, the names of close family, your date of birth, or your home phone number in your password.
  • Avoid common words, such as ‘password’.
  • Combine some of your favourite things to create a longer password that’s easy to remember.
  • Use a mix of upper and lower case characters, and numbers.
  • Protect your accounts with separate passwords. Your email account can be used to access many of your accounts or find out information that can be used in scams, such as your bank details and trusted contacts. Setting up a separate password for your email means that if the password for one of your other accounts is compromised, it can’t be used to access your emails.

For more help in choosing a strong password, visit Get Safe Online - Password Link opens in a new window.


Protecting your devices

  • Make sure you apply the latest updates to your PC and phone operating systems as soon as possible. These are often important security updates released to plug weaknesses that have been found.
  • Make sure you have anti-virus software running on your PC or laptop. Run regular scans and check for updates.
  • Beware of fake apps that aim to steal your information. Only download apps from official app stores. Read the reviews and make sure they are reputable.

For help in choosing the right personal security software for you, visit Get Safe Online - Protecting Your Computer Link opens in a new window.


Secure your wireless network

  • If you’re using a wireless network (or Wi-Fi) at home, remember to secure your network using a strong password.
  • If you’re not sure how to do this, check the manufacturer’s website for your Wi-Fi router or contact your Internet Service Provider (ISP), if they supplied the equipment.

Think before you click

  • Criminals try all sorts of ways to get you clicking onto bogus websites. These aim to steal your information, leading to fraud and further attempts to scam you.
  • As a rule of thumb, avoid clicking on links in emails and text messages unless you’re sure they are genuine. It’s safest to find the website you need from the browser.
  • Malicious apps and software (malware) can steal information from your device. Be wary of clicking links or attachments you weren’t expecting. Before installing new apps or software, check the reviews and verify it’s from an official source.

Learn about different types of fraud

Fraudsters may call you claiming they are from your bank or another trusted organisation.

These can seem genuine if they have ‘spoofed’ the number and worked out which companies you use. The caller will claim you need to provide banking details or have to transfer money urgently. They may even claim they need remote access to your device to help sort the issue.

How it works

The caller will claim you need to provide banking details or have to transfer money urgently. This could sound innocent to begin with like a refund or mistake, or more worrying like an overdue fine.

Examples include bogus callers claiming to be from:

  • Your bank or law enforcement saying they are investigating fraud and need you to move funds/hand over cards.
  • Your utility provider saying a refund is due to you or there’s an issue with your payment.
  • Your internet provider saying there’s a security issue with your service or devices.
  • Tax authorities saying you have penalties due and could be arrested.

Be careful, fraudsters may try and use these techniques:

  • Claim they need remote access to your device to fix the issue. Once they have access they can manipulate what is shown on screen – all part of convincing you to hand over information or authorise payments.
  • Ask you to say or type PINs and one-time passcodes into the handset. Whatever the technique, they want this information so they can access your money.
  • Fraudsters are good at handling scepticism and may ask you to call back on the number on the back of your bank card. They then keep the line open so that you unwittingly connect back to them.

How to protect yourself from phone scams

  • Be wary of all unsolicited calls.
  • Remember - the bank will never ask you to verify your PIN, say or type in a one-time passcode, transfer your money to a ‘safe account’ or give remote access to your device.
  • Don’t depend on the caller ID – remember this can be spoofed. If in doubt hang up and call from another phone. Make sure to use a number from an official source (back of your card, company website etc).
  • Stay in control - don’t be pressured into sending money or making financial decisions.

Report a suspected phone scam

If you’ve had a suspicious call report it to us. Alternatively you can contact us via email at report.fraud@virginmoney.com. If you believe you are in danger call 999.

A text might not be from who you think. To make messages seem genuine, scammers can spoof phone numbers and caller IDs so that they match or look similar too the real one. This also means the message might appear on your phone in the same thread as genuine ones.

How it works

Text scams are all about getting you to click a link leading to a bogus website, or to call a number which connects you to scammers.

Examples include bogus messages claiming to be from:

  • Banks saying there has been a suspicious transaction on your account, or a new payee has been set up.
  • Delivery firms saying there are fees due on a parcel.
  • Tax authorities claiming you are due a rebate.

The message might have a link, which goes to a website asking you to enter personal and banking details. Copycat sites can be sophisticated and might appear professional or very similar to the real site, so be careful of trusting them just because they look the part. Alternatively the message might say to expect a call from the bank. The fraudster will then call and attempt to trick you into providing information or authorising transfers.

How to protect yourself from text message scams

  • Be suspicious of any message urging you to click a link to provide information or make payments.
  • Remember that phone numbers and caller IDs can be faked to look genuine. If the message seems strange in any way, stop and check it’s genuine.
  • Don’t call the number the text is from or any number given in the message. Instead call a number you trust (from the back of your card or official company website/paperwork).

Report a suspected text message scam

If have received a suspicious message report it to us. Alternatively you can contact us via email at report.fraud@virginmoney.com.

Criminals don’t just call or send messages, they use email too. Always be wary of emails you weren’t expecting, even if the sender is someone you know like the bank or some other company you have an account with. The reason is because the sender can be faked, and sometime the bogus email will look similar to a genuine one.

How it works

Emails are sent by fraudsters, usually claiming to be from a company and featuring brand names and logos that are familiar. They’ll include a link or attachments, taking you either to to bogus websites that will ask for information or install malware that can steal information from your device. These emails are becoming more sophisticated and may even have some of your personal details such as your address, employer or a password you’ve used. Personal information is gathered by fraudsters from social media and from data that has been circulated online after a company has had a data breach, and it’s used to tailor messages, so they seem plausible. It’s really important not to assume an email is genuine just because it is personalised.

Examples include bogus messages claiming to be from:

  • Big name brands like Amazon, Apple or ebay with an invoice or a message about activity on your account.
  • Social media platforms asking you to verify or unlock your account, or retrieve messages you missed.
  • Banks saying your account is locked or restricted.
  • Firms or individuals saying you have won or inherited money.

Here’s some red flags that suggest an email might be suspicious

  • The tone is urgent and insists you provide details or send money immediately.
  • There are threats of penalties or loss of service if you don’t act.
  • The email is unexpected or makes a request that’s out of the ordinary.
  • The phrasing seems strange, or there are spelling and grammatical errors.
  • The claims seem a little too good to be true like prize money or exclusive access to products and services.

How to recognise a genuine email from us

  • We’ll always use your name.
  • We’ll include the last part of your post code or card number.
  • Emails we send will never include a link to any login or other page asking you for account or card details, your PIN, login details or password.

How to report suspicious emails

If you’re suspicious of an email claiming to be from Virgin Money, please don’t respond and forward it to us at report.phishing@virginmoney.com.

We can’t reply, but we investigate all reports. All emails received are shared with a third party who helps us to remove fraudulent websites as quickly as possible. Please don’t include any personal information when forwarding emails.

Remember never click on attachments or follow any links contained in suspicious emails.

Online fraud covers everything from online shopping to online banking, but one thing can help prevent both: take the time to install the built-in security measures most browsers and many banks offer. These can help protect you whether the criminals are trying to dupe you with fake pop-ups in your online banking window, sending you ‘scam alert’ messages hiding malware, or faking retailer websites to make you input your financial details.

Fraudsters often use malicious software (malware) to steal your security details or take control of your computer. Malware can be installed without your consent or knowledge, usually when you open phishing emails (scam emails) or visit fraudulent or infected websites, including links from social media sites.

How to protect yourself against malware

  • Don’t reply to, or open links in, unsolicited emails.
  • Only use reputable websites.
  • Don’t install any software unless you’re absolutely sure where it came from and what it does.
  • Use internet security software on your PC and keep its virus database up to date.

Identity theft happens when someone uses your personal information, without your knowledge or consent, to carry out fraudulent activity. They may use your details to open new accounts or apply for loans or credit cards in your name.

What fraudsters look for

The type of information fraudsters look for includes:

  • Name and address
  • Date of birth
  • Passport and driving licence details
  • Birth certificate
  • Bank account details

Identity theft – warning signs

Here are some warning signs that may indicate potential identity theft:

  • Receiving bills, invoices or receipts for goods or services you haven’t requested.
  • Letters from debt collection agencies for debt that you don’t recognise.
  • Letters confirming or rejecting applications for credit that you haven’t applied for.
  • Delivery of mail order goods that you didn’t order.
  • No post at all – fraudsters may have redirected your mail to another address.

How to avoid identity theft

You can minimise the risk of identity theft by following these tips:

  • Don’t leave personal papers lying around and don’t carry valuable personal information.
  • Always check your bank and credit card statements for any suspicious transactions.
  • Make sure you dispose of any old, unwanted paper statements in a secure way, for example by shredding.
  • If you receive an unusual request for information by email or over the phone, don’t provide it unless you can confirm the request is genuine.
  • Be careful what information you share on social media or when accessing your personal or financial information on a public computer.
  • Check your credit report with agencies such as Experian  link opens in a new window Link opens in a new window. This will show any false applications made in your name.

Report identity theft

If you suspect you’ve been a victim of identity theft or you’ve noticed any suspicious transactions on your account, please contact us immediately on 0345 607 6991.

We are here from 8am to 8pm Monday to Friday, 9am to 4pm on Saturday and 10am to 3pm on Sunday.

NumberCost
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.

Investment fraud, sometimes known as ‘share sales fraud’ or ‘boiler room fraud’, involves the use of high pressure sales techniques to convince you to invest in worthless or bogus stocks and shares.

Share sale fraud (or ‘boiler room fraud’) uses high pressure, cold call sales techniques to tempt you into investing in worthless or bogus stocks and shares.

Most fraudsters using this technique operate from outside the UK, but they may use UK telephone numbers and addresses to disguise themselves.

If you invest in these funds you won’t be able to claim compensation in the UK, as the funds are not UK-based and are not authorised by the Financial Conduct Authority.

How to spot share sale fraud

To help you spot this type of scam, here are some warning signs to look out for:

  • Cold calls, often from overseas – fraudsters use this technique to try and catch out inexperienced investors. Hang up and ignore future phone calls.
  • High pressure sales pitches – persistent, and sometimes abusive or threatening techniques are used to try to intimidate you. Don’t be pressured into something you’re not sure about.
  • ‘Unique’ investment opportunities – fraudsters will often offer opportunities to ‘get in on the ground floor’ by providing access to shares in small, unquoted companies. Always be on guard if you are asked to keep the offer secret
  • Upfront fees – some fraudsters will ask you to pay an upfront fee for taxes or as security. Never provide your bank account details, or debit or credit card information unless you’re certain you are dealing with a legitimate firm.
  • Not authorised by the Financial Conduct Authority – all stockbrokers and investment firms must be authorised by the Financial Conduct Authority (FCA) to do business in the UK. Always get the company’s FCA number and check it against the FCA website link opens in a new window Link opens in a new window

Protect yourself from share sale fraud

  • Always take professional and independent financial advice before considering an investment.
  • Ask questions to make sure you fully understand what you’re investing in.
  • Compare the market to see if the opportunity is valid.
  • Know who you’re dealing with - look up the company with the FCA link opens in a new window Link opens in a new window and Companies House link opens in a new window Link opens in a new window
  • Take your time to make an informed choice, never be rushed into a quick decision.
  • Don’t believe everything you are told.
  • Don’t buy investments from firms not regulated by the FCA.
  • Don’t invest in a complex scheme that’s hard to understand or relies on a ‘secret’ strategy.
  • Don’t pay any money upfront until you’ve checked out the company you’re dealing with.

Remember, if it sounds too good to be true, then it probably is.

Dealing with suspected share sale fraud

If you think you’ve been a victim of share sale fraud, you should:

  • Break off all contact with the fraudster straightaway.
  • Tell your bank immediately if you have given your bank account information.
  • Keep any written communication with the fraudster, as this may help you give evidence to the authorities.
  • Be aware that you may be a target for other types of fraud, as fraudsters often share details.
  • Report the fraud to Action Fraud link opens in a new window Link opens in a new window

It’s not hard for criminals to investigate business invoice details (even down to payment dates) and then pose as regular suppliers. If a supplier contacts you to make a formal request for bank account details to be changed, always verify with that supplier using their on-file details. It’s important that everyone inside a business is warned of the dangers of invoice fraud, and that everyone knows to always check invoices to identify potentially fraudulent transactions as soon as possible.

If you believe you have been the victim of Invoice Fraud and have issued a payment, please report it to us immediately. Alternatively you can contact us via email at report.fraud@virginmoney.com.

If you receive an email from your CEO or some other senior member of staff asking you make an urgent payment outside of normal procedures, don’t automatically follow their lead. It’s become very easy for fraudsters to manipulate the characteristics of an email, including the sender address, so that it looks genuine, but when you transfer the money, it goes straight to an account controlled by a criminal. Keep an eye out for any emails that might be written in a different style to usual, and always check any unusual payment requests directly, ideally in person or by telephone, to confirm the instruction is genuine.

If you believe you have been the victim of CEO Spoofing and have issued a payment, please report it to us immediately. Alternatively you can contact us via email at report.fraud@virginmoney.com.

A money mule is a person who transfers illegally obtained money between different payment accounts, very often in different countries, on behalf of others. The money usually comes from different types of cybercrime e.g. phishing and malware attack, as well as other kinds of fraud such as romance scams and holiday fraud (booking fraud).

If you have been asked to issue a payment on someone’s behalf please report it to us immediately. Alternatively you can contact us via email at report.fraud@virginmoney.com.

Authorised push payment fraud is where someone tricks you into sending them money from your account. They often do this by contacting you via phone, email or social media and pretending to be someone else – such as your bank, a contractor, an estate agent or the police.

Fraudsters will use a variety of stories to get you to issue funds via electronic payment, in cash or persuade you top purchase goods to hand over to them. Virgin Money will never ask you to transfer money to a safe account or disclose your log in details.

If you have been asked to issue a payment by a 3rd party please report it to us immediately. Alternatively you can contact us via email at report.fraud@virginmoney.com.

There are many different fraud and scam types not covered here. The links below offer helpful advice and information: