Contact us

Contact us

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To contact us

Who we are and how to contact us

The quickest way to contact us is through the telephone numbers below or the ‘Let's Talk’ facility in your savings or mortgage My Virgin Money account.

For alternative ways to contact us, and information about the Virgin Money group of companies (including who we are regulated by, our email and registered address) please see our Legal Information.

 

Phone numbers and opening hours

Virgin Credit Cards

New customersPhone numberInformation & opening hours
Apply for a card0800 389 2875Lines are open Monday to Friday, 9am to 5.30pm.
Track your application0800 389 2875Lines are open Monday to Friday, 9am to 5.30pm.
Activate your card0800 633 5045 or activate your card onlineLines are open 24 hours a day, 7 days a week.
Existing customersPhone numberInformation & opening hours
Lost or stolen cards0800 011 3210Lines are open 24 hours a day, 7 days a week
Card servicing0800 011 3210Lines are open 24 hours a day, 7 days a week.
Check your balance, transactions or billText BAL, TRAN or BILL plus the last 4 digits of your card (eg.BAL1234) to 88300Lines are open 24 hours a day, 7 days a week.
Calling from abroad+44 191 284 9005Lines are open 24 hours a day, 7 days a week.
Text relay18001 0800 011 3210 (UK only)Telecommunication assistance for the deaf. 7am - 10pm, 7 days a week
Virgin Atlantic card servicing0800 056 7686Lines open 24/7

* Standard network charges may apply to your request.

Click here for current call charges and information. Calls may be monitored and/or recorded for quality and training purposes and for compliance within regulations.

Savings (Cash ISAs, savings accounts and Fixed Rate Bonds)

Before you call, you may be able to find your answer on our frequently asked questions page.
New customersPhone numberInformation & opening hours
Online customers †0345 607 6991 *8am - 8pm business days
8am - 4pm Saturday
10am - 3pm Sunday
Postal, telephone and branch customers0345 600 4466 *8am - 8pm business days
8am - 4pm Saturday
10am - 3pm Sunday
Existing customersPhone numberInformation & opening hours
Online customers0345 608 1604 *8am - 8pm business days
8am - 4pm Saturday
10am - 3pm Sunday
Postal, telephone and branch customers0345 600 7301 *8am - 8pm business days
8am - 4pm Saturday
10am - 3pm Sunday
Calling from abroad+44 191 285 7191 *9am - 5pm Monday to Friday
(excluding Bank Holidays)

If you have a Virgin Cash ISA or Virgin Deposit Account with an account number starting 'VIR' please call 03456 10 20 30.

Main OfficeVirgin Money
Savings Operations 
Jubilee House
Gosforth
Newcastle upon Tyne
NE3 4PL

Store finder

Find a store

† Please note, online accounts can only be opened online. 
* Click here for current call charges and information. Calls may be monitored and recorded.

Mortgages

Before you call, you may be able to find your answer on our frequently asked questions page.
New customersPhone numberInformation & opening hours
To apply for a mortgage or to discuss your borrowing options0800 028 52778am - 8pm business days
9am - 3pm Saturday
10am - 3pm Sunday
Existing customersPhone numberInformation & opening hours
General enquiries0345 602 8301 *8am - 8pm Monday to Friday
9am - 1pm on Saturday
Calling from abroad+44 191 285 7191 *9am - 5pm Monday to Friday
(excluding Bank Holidays)
Main OfficeVirgin Money
Mortgage Operations 
Jubilee House
Gosforth
Newcastle upon Tyne
NE3 4PL

*Click here for current call charges and information. Calls may be monitored and recorded.

Current Account

Existing customersPhone numberInformation & opening hours
General enquiries0345 600 6103*

8am - 8pm business days
8am - 4pm Saturday
10am - 3pm Sunday

Calling from abroad+44 191 279 4604*

8am - 8pm business days
8am - 4pm Saturday
10am - 3pm Sunday

Lost or stolen debit cards0345 600 6103*

You can use this number 24/7 to report lost or stolen cards


*Click here for current call charges and information . Calls may be monitored and recorded



Investments (Stocks and Shares ISAs and Unit Trusts)

New customersPhone numberInformation & opening hours
New customers03456 10 20 208am - 9pm, Monday to Friday
9am - 6pm Saturday
Existing customersPhone numberInformation & opening hours
General enquiries03456 10 20 308am - 9pm, Monday to Friday
9am - 6pm Saturday
Automated balance enquiry0800 917 97 91
Calling from abroad+44 1268 443 956

Click here for current call charges and information. Calls may be monitored or recorded.

Pensions

New customersPhone numberInformation & opening hours
New customers03456 10 20 408am - 9pm, Monday to Friday
9am - 6pm Saturday
Existing customersPhone numberInformation & opening hours
General enquiries03456 10 20 308am - 9pm Monday to Friday
9am - 6pm Saturday
Automated balance enquiry0800 917 97 91
Calling from abroad+44 1268 443 956

Click here for current call charges and information . Calls may be monitored or recorded.

Personal Loan

Existing customersPhone numbersInfomation & opening hours
General enquiries0345 602 21068am - 8pm Monday to Friday
9am - 3pm Saturday
10am - 3pm Sunday

If you took out a Virgin Personal Loan before May 2007 please call 0800 068 5688.

If you took out a Virgin Secured Loan before October 2010 please call 0345 602 2106.

Click here for current call charges and information. Calls may be monitored or recorded.

Prepaid Cards

New customersPhone numberInformation & opening hours
Prepaid MasterCard08454 601 6068am - 7pm Monday to Friday
9am - 5pm Saturday
Prepaid Travel Money MasterCard0207 118 2211We're here 24/7
Existing customersPhone numberInformation & opening hours
Prepaid MasterCard08454 601 6068am - 7pm Monday to Friday
9am - 5pm Saturday
Prepaid Travel Money MasterCard0207 118 2211We're here 24/7
Calling from abroad
Prepaid MasterCard+44 8454 601 6068am - 7pm Monday to Friday
9am - 5pm Saturday
Prepaid Travel Money MasterCard+44 207 118 2211We're here 24/7

Click here for current call charges and information. Calls may be monitored or recorded.

Car Insurance

Existing customersPhone numbersInformation & opening hours
General enquiries0844 335 66048am - 8pm Monday to Friday
9am - 5pm Saturday
If your policy is due for renewal please call0800 456 11748am - 8pm Monday to Friday
9am - 5pm Saturday
To make a claim0844 335 610824 hours a day, 7 days a week
Breakdown cover0800 107 414924 hours a day, 7 days a week
Motor Legal Cover, Hire Car Cover or Personal Accident Cover claims0844 335 610824 hours a day, 7 days a week
Key Cover claims0871 230 121324 hours a day, 7 days a week

Click here for current call charges and information. Calls may be monitored or recorded.

Home Insurance

Existing customersPhone numbersInformation & opening hours
General enquiries0844 335 66618am - 8pm Monday to Friday
9am - 5pm Saturday
If your policy is due for renewal please call0800 456 11748am - 8pm Monday to Friday
9am - 5pm Saturday
To make a claim0844 335 613724 hours a day, 7 days a week
Family Legal Assistance0844 335 613724 hours a day, 7 days a week
Key Cover claims0871 230 121324 hours a day, 7 days a week
Home Emergency Assistance01384 88 404024 hours a day, 7 days a week

If you have Basics or Plus Home Insurance, purchased through the Northern Rock website, a Northern Rock branch or Virgin Money Store, please use the numbers below.

Existing customersPhone numbersInformation & opening hours
General policy claims: new claims0845 602 726324 hours / 365 days a year
General policy claims: existing claims0845 602 268024 hours / 365 days a year
Plus – Home Assistance (optional cover)
Enquiries / changes / claims
0845 602 565324 hours / 365 days a year
Plus – Family Legal Protection (optional cover)
Enquiries / changes / claims
0845 602 553524 hours / 365 days a year
Plus – Identity Theft (optional cover)
Enquiries / changes / claims
0870 164 82149am – 5pm Monday to Friday, excluding bank hols

Click here for current call charges and information. Calls may be monitored or recorded.

Travel Insurance

New customersPhone numberInformation & opening hours
New customers0330 400 1250
8am - 10pm Monday to Friday
9am - 5.30pm weekends and bank holidays
Existing customersPhone numberInformation & opening hours
To make a claim or speak to us about an existing claim0330 400 1265
9.00am - 5.00pm Monday to Friday
To make an emergency claim+44 207 748 890824 hours a day, 7 days a week
To renew or amend your policy0330 400 1249
8am - 10pm Monday to Friday
9am - 5.30pm weekends
Travel advice line+44 207 748 890824 hours a day, 7 days a week

Click here for current call charges and information. Calls may be monitored or recorded.

Pet Insurance

New customersPhone numbersInfomation & opening hours
New customers0800 051 04778am - 9pm Monday - Friday
9am - 5pm Saturday
10am - 5pm Sunday and bank holidays
Existing customersPhone numbersInfomation & opening hours
To make a claim0345 603 35889am – 5pm Monday to Friday
To update your policy0345 603 35858am – 9pm Monday to Friday
9am – 5pm Saturday
10am – 5pm Sunday and bank holidays
Helplines
Services include 'Find a vet', 'Pet minder', 'Pet legal' and 'Bereavement counselling'.
03700 240 66324 hours, 7 days a week

Click here for current call charges and information. Calls may be monitored or recorded.

Life Insurance

New customersPhone numbersInformation & opening hours
New Customers0345 603 81508am - 8pm Monday to Friday
9am - 5pm Saturday
10am - 5pm Sunday

(Closed bank holidays)
Existing customersPhone numbersInformation & opening hours
Started after 23 February 20150345 604 33708.30am – 5:30pm Monday to Friday
Started between September 2009 -
23 February 2015
0345 602 91998.30am – 6pm Monday to Friday
Started between December 2005 - August 20090345 601 9645
8.30am – 6pm Monday to Friday
Started before December 20050800 073 17779am – 5pm Monday to Friday

Click here for current call charges and information. Calls may be monitored or recorded.

Virgin Cancer Cover

Existing customersPhone numbersInfomation & opening hours
Existing policy enquiries and claims0345 601 9645
8.30am – 6pm Monday to Friday

Click here for current call charges and information. Calls may be monitored or recorded.

Mortgages intermediaries

Please contact your Business Development Manager or the Intermediary Support Unit at our UK-based call centres on 0345 600 1516. Lines are open Mon-Fri 8.30am - 6.00pm

For more information please visit virginmoneyforintermediaries.com

 

Make a complaint

How to make a complaint

At Virgin Money we are committed to providing a service of the very highest standard. We recognise that sometimes things can go wrong, and when they do, we want you to tell us so we can put them right as soon as possible. So if you’re unhappy with something, then please make sure you let us know by contacting us in any of the following ways:

By phone:
Contact us by calling us on one of the numbers listed below.

ProductPhone numberInformation & opening hours
Virgin Credit Cards0800 011 3210Lines available 24 hours a day,
365 days a year
Current Account0345 600 61038am - 8pm Monday to Friday,
8am - 4pm Saturday,
10am - 3pm Sunday
Prepaid Cards
Mastercard0845 460 16068am - 7pm Monday to Friday
8am - 5pm Saturday
Savings
Online customers0345 607 69918am - 8pm Monday to Friday,
8am - 4pm Saturday,
10am - 3pm Sunday
Post, telephone and Store customers0345 600 4466
Investments & Pensions
For all products with account number starting with 'VIR'
0345 610 20308am - 9pm Monday to Friday,
9am - 6pm Saturday
Mortgages0345 602 83018am - 7pm Monday to Friday,
9am - 1pm Saturday
Virgin Home Insurance0844 335 66618am - 8pm Monday to Friday,
9am - 5pm Saturday
Motor Insurance0844 335 66048am - 8pm Monday to Friday,
9am - 5pm Saturday
Travel Insurance0330 400 1377
8:30am - 5pm Monday to Friday
Pet Insurance0345 603 35858am – 9pm Monday to Friday
9am – 5pm Saturday 
10am – 5pm Sunday and bank holidays
Life Insurance
Started after 23 February 20150345 604 33708:30am - 5:30pm Monday to Friday
Started between September 2009 – 23 February 20150345 602 91998.30am - 6pm Monday to Friday
Started between December 2005 – August 20090345 601 96458.30am - 6pm Monday to Friday
Started before December 20050800 073 17779am - 5pm Monday to Friday

Click here for current call charges and information. Calls may be monitored and/or recorded for quality and training purposes and for compliance within regulations.

In person:
Visit a Virgin Money Store

By email:
You can contact us by email at customerrelations@virginmoney.com. Please remember, information sent by email may not be secure, so we’d suggest you follow our policy of not sending any details of a personal or sensitive nature by email.

In writing:
Please write to us at:

Customer Relations
Virgin Money
Jubilee House
Gosforth
Newcastle upon Tyne
NE3 4PL

Our Complaints Process
However you choose to contact us, if we can’t resolve the problem straightaway, we will promptly acknowledge your complaint. We will aim to resolve your complaint within eight weeks, keeping you informed of progress. If there is any reason for a delay we will let you know.

Click here for information about our complaint volumes.

Financial Ombudsman Service

We aim to resolve any concerns you raise with us internally. However, where you are not satisfied with our final response, or if eight weeks have passed since you first raised the matter with us, you have the right to refer your case to the Financial Ombudsman Service.

Contact details for the Financial Ombudsman are as follows:

Address
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone
0800 023 4567
Free for people phoning from a fixed line (for example, a landline at home)

0300 123 9 123
Free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02

Email
complaint.info@financial-ombudsman.org.uk

Website:
www.financial-ombudsman.org.uk

 

Other contact details

Facebook and Twitter

If you have any questions or there’s anything you’d like to discuss, we’d love to hear from you.

To get in touch by email or phone click contact us. Or you can talk to us via Facebook or Twitter.

Find us on FacebookTwitter

If you want to keep in touch with us via Facebook or Twitter, it’s easy to do.

Find us on Facebook

If you want to visit our Facebook page, simply click on the link below.

Our Facebook page

Find us on Twitter

If you want to talk to us via Twitter, simply contact @VirginMoney.

Here’s some important information about using Twitter and the use of links to external websites.

Tweets (messages sent on Twitter) can be up to 140 characters long. Tweets to and from @VirginMoney are direct communications with Virgin Money employees here in the UK.

  • Never disclose any financial or private/personal information on Twitter.
  • Virgin Money will never ask for account information, passwords or PINs via Twitter.
  • We’re not responsible for the privacy and security policies or practices of Twitter, and you should review Twitter’s policies.
  • We discourage and don’t endorse clicking links posted by other Twitter users – these may pose risks to your computer or take you to inappropriate sites. Read more about links to external websites.

If you tweet us, we’ll send a reply which appears on our profile page. We’ll usually ask you to send us a direct message (DM) with your contact information so we can contact you directly.

We also know people may mention us on Twitter, so if we see tweets about Virgin Money UK products or services, we’ll take a look and see if we can help.

‘Following’ @VirginMoney is also a great way to get relevant, up-to-date news from Virgin Money. Here’s how:

If you’re not a Twitter user, sign up for an account at www.twitter.com

a. Log into your account.
b. Click on the following link: http://twitter.com/VirginMoney.
c. Click the ‘follow’ button and you will see tweets from Virgin Money UK.

That’s it! Why not start following us now?

Examples:

Here are few examples of the kind of tweets we may get and how we’d reply.

Your tweet:
@VirginMoney Can you tell me the current rates on your credit card?
 
Our tweet:
@CustomerName New customers can visit http://tinyurl.com/36fjb5w for a product summary – check out full T&Cs if you decide to apply.
 
Your tweet:
@VirginMoney How can I avoid late charges on my credit card?
 
Our tweet:
@CustomerName Please send payment 5 working days before due date. Check your payments securely online at http://tinyurl.com/q856cj.
 

Important information

Here’s some important information about using Twitter and the use of links to external websites.

Lost and Stolen

Current Account customers
To report a lost and stolen Debit Card or chequebook for your Current Account, please call us on 0345 600 6103 or 0191 279 4604 between 8am to 8pm business days, 8am to 4pm Saturday and 10am to 3pm Sunday. Outside of these hours please call 0191 213 2343.

We can cancel it and re-order you a new one to replace it. Meanwhile, if you need to withdraw money from your account, pop into your nearest Store with ID - many of our Stores are open on a Saturday too.

Virgin Credit Card customers
To report a lost and stolen Virgin Credit Card please call us on 0800 011 3210 (+44 191 284 9005 if calling from abroad). Lines available 24 hours a day, 365 days a year.

Click here for current call charges and information. Calls may be monitored and/or recorded for quality and training purposes and for compliance within regulations.

Technical help

Take a look at our dedicated technical help pages

If you’ve explored the suggestions on these pages, please call us using the relevant phone number for your product (see above).

So we can help you when you call, please have the following information to hand:

  • Details of the problem including any error messages.
  • Your operating system (e.g Windows 8 / MacOS 10.8 / Mavericks ) - older operating systems may not be supported by suppliers but we'll do our best to help.
  • Your internet browser and version number (Internet Explorer 10, Firefox 26, Chrome 31, Opera, Safari).
  • Any browser toolbars you're using (e.g Google Toolbar, CallingID).

If you are ever concerned about an email which claims to be from Virgin Money, please forward, preferably as an attachment to: report.phishing@virginmoney.com

Staying safe online

If you suspect you may have been a victim of fraud or you've noticed any suspicious activity on any of your accounts please contact us immediately on 0345 607 6991.

Lines are open 8am - 8pm weekdays, 9am - 4pm Saturdays and 10am - 3pm Sundays. Click here for current call charges and information. Calls may be monitored or recorded.

Or, if you're concerned about an email which claims to be from Virgin Money, please forward, preferably as an attachment, to report.phishing@virginmoney.com

For more information about protecting yourself online please visit our Fraud Information Centre.