Internal complaints

Publication of Data

1 July 2019 - 30 September 2019

Virgin Money plc are committed to transparency and will provide details of the volumes of complaints we receive that are reportable to the Financial Conduct Authority.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 July 2019 - 30 September 2019
Brands/trading names covered: Virgin Money plc

Product / Service Grouping	Number of Complaints opened by volume of business	Number complaints opened	Number of complaints closed	Percentage closed within 3 days	Percentage after 3 days but within 8 weeks	Percentage upheld	Main cause of complaint opened
Banking and Credit Cards	1.94	6360	5606	65%	33%	57%	Other general admin/customer service (General admin/customer service)
Home Finance	1.81	480	426	47%	52%	64%	Other general admin/customer service (General admin/customer service)

On 26 September 2019, the Court of Session in Edinburgh approved our plans to transfer the business of Virgin Money plc (Virgin Money) to Clydesdale Bank PLC under Part VII of the Financial Services and Markets Act 2000 (FSMA). The transfer happened on the 21 October 2019, which created one bank with over six million customers. From 1 October 2019, complaints will be reported by Clydesdale Bank PLC (Virgin Money UK PLC group). Therefore the data reported here reflects the period 1 July 2019 to 30 September 2019 only.

1. The banking complaints stem from our 1,731,304 savings and current accounts and our 1,553,723 credit cards totalling 3,285,027 accounts and equating to 1.94 complaints per 1,000 relevant accounts. To provide a comparison, over the 6 months 1 July to 31 December 2019 we received 3.66 Banking and Credit complaints per 1,000 accounts.
2. For every 1,000 home finance loans, we received 1.81 complaints in 3 months, and in comparison to the 6 month period 1 July to 31 December we have received 3.17 complaints per 1,000 accounts.
3. We resolved 63% of all complaints received within 3 days and 98.5% within 8 weeks.

1 January 2019 - 30 June 2019

Virgin Money plc are committed to transparency and will provide details of the volumes of complaints we receive that are reportable to the Financial Conduct Authority.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 January 2019 - 30 June 2019
Brands/trading names covered: Virgin Money plc

Product / Service Grouping	Provision at reporting end date (No. of Complaints opened by volume of business)	No. of complaints opened	No. of complaints closed	Percentage closed within 3 days	Percentage after 3 days but within 8 weeks	Percentage upheld	Main cause of complaint opened
Banking and Credit Cards	3.69	11875	11504	71%	28%	58%	Other general admin / customer service
Home Finance	3.75	1000	980	59%	40%	68%	Other general admin / customer service

1. The banking complaints stem from our 1,736,993 savings and current accounts and our 1,478,733 credit cards totalling 3,215,726 accounts and equating to 3.69 complaints per 1,000 relevant accounts.
2. For every 1,000 home finance loans, we received 3.75 complaints.
3. We resolved 70% of all complaints received within 3 days and 99% within 8 weeks.

Firm Name: Virgin Money Unit Trust Managers
Other firms included in this return (if any): None
Period covered in this return: 1 January 2019 - 30 June 2019
Brands/trading names covered: Virgin Money Unit Trust Managers

Product / Service Grouping	Provision at reporting end date (No. of Complaints opened by volume of business)	No. of complaints opened	No. of complaints closed	Percentage closed within 3 days	Percentage after 3 days but within 8 weeks	Percentage upheld	Main cause of complaint opened
Decumulation and pensions	2.17	185	184	47%	51%	52%	Other general admin / customer service
Investments	3.44	357	359	29%	70%	41%	Other general admin / customer service

1. For every 1,000 decumulation and pension accounts, we received 2.17 complaints.
2. For every 1,000 investment accounts, we received 3.44 complaints.
3. We resolved 35% of all complaints received within 3 days and 99% within 8 weeks.

1 July 2018 - 31 December 2018

Virgin Money plc are committed to transparency and will provide details of the volumes of complaints.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 July – 31 December 2018
Brands/trading names covered: Virgin Money plc

Product / Service Grouping	Provision at reporting end date	Intermediation within the reporting period	No. of complaints opened	No. of complaints closed	Percentage closed within 3 days	Percentage after 3 days but within 8 weeks	Percentage upheld	Main cause of complaint opened
Banking and Credit Cards	3.27	N/A	10122	9719	61.00%	38.00%	65%	Other general admin / customer service
Home Finance	4.49	N/A	1190	1144	67.00%	32.00%	74%	Other general admin / customer service

1. The banking complaints stem from our 1,737,104 savings and current accounts and our 1,355,806 credit cards totalling 3,092,910 accounts and equating to 3.27 complaints per 1,000 relevant accounts.
2. For every 1,000 home finance loans, we received 4.49 complaints
3. We resolved 62% of all complaints received within 3 days and 99% within 8 weeks.

Firm Name: Virgin Money Unit Trust Managers
Other firms included in this return (if any): None
Period covered in this return: 1 July – 31 December 2018
Brands/trading names covered: Virgin Money Unit Trust Managers

Product / Service Grouping	Provision at reporting end date	Intermediation within the reporting period	No. of complaints opened	No. of complaints closed	Percentage closed within 3 days	Percentage after 3 days but within 8 weeks	Percentage upheld	Main cause of complaint opened
Decumulation and pensions	2.65	N/A	226	244	34.00%	61.00%	54%	Other general admin / customer service
Investments	3.04	N/A	321	329	32.00%	64.00%	45%	Other general / customer service

1. For every 1,000 decumulation and pension accounts, we received 2.65 complaints
2. For every 1,000 investment accounts, we received 3.04 complaints
3. We resolved 33% of all complaints received within 3 days and 96% within 8 weeks.

1 January - 30 June 2018

Virgin Money plc are committed to transparency and will provide details of the volumes of complaints.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 January – 30 June 2018
Brands/trading names covered: Virgin Money plc

Product / Service Grouping	Provision at reporting end date	Intermediation within the reporting period	No. of complaints opened	No. of complaints closed	Percentage closed within 3 days	Percentage after 3 days but within 8 weeks	Percentage upheld	Main cause of complaint opened
Banking and Credit Cards	2.31	N/A	7121	6901	83.00%	16.80%	59%	Other general admin / customer service
Home Finance	3.80	N/A	985	959	63.20%	36.20%	71%	Other general admin / customer service

1. The banking complaints stem from our 1,750,400 savings and current accounts and our 1,334,772 credit cards totalling 3,085,172 accounts and equating to 2.31 complaints per 1,000 relevant accounts.
2. For every 1,000 home finance loans, we received 3.80 complaints
3. We resolved 80.50% of all complaints received within 3 days and 99.62% within 8 weeks.

Firm Name: Virgin Money Unit Trust Managers
Other firms included in this return (if any): None
Period covered in this return: 1 January – 30 June 2018
Brands/trading names covered: Virgin Money Unit Trust Managers

Product / Service Grouping	Provision at reporting end date	Intermediation within the reporting period	No. of complaints opened	No. of complaints closed	Percentage closed within 3 days	Percentage after 3 days but within 8 weeks	Percentage upheld	Main cause of complaint opened
Decumulation and pensions	1.88	N/A	161	155	45.16%	50.96%	51%	Other general admin / customer service
Investments	4.42	N/A	474	478	47.07%	50.83%	37%	Other general / customer service

1. For every 1,000 decumulation and pension accounts, we received 1.88 complaints
2. For every 1,000 investment accounts, we received 4.42 complaints
3. We resolved 46.60% of all complaints received within 3 days and 97.47% within 8 weeks.

1 July - 31 December 2017

Virgin Money plc are committed to transparency and will provide details of the volumes of complaints.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 July – 31 December 2017
Brands/trading names covered: Virgin Money plc

Complaint type	Number of complaints opened per 1,000 accounts / balances	Intermediation within the reporting period	No. of complaints opened	No. of complaints closed	Percentage closed within 3 days	Percentage after 3 days but within 8 weeks	Percentage upheld	Main cause of complaint opened
Banking and Credit Cards	2.68	N/A	7652	7853	60.59%	38.76%	61%	Other general admin / customer service
Home Finance	3.79	N/A	979	1003	54.14%	45.46%	71%	Errors / not following instructions

1. The banking complaints stem from our 1,747,373 savings and current accounts and our 1,107,016 credit cards totalling 2,854,389 accounts and equating to 2.68 complaints per 1,000 relevant accounts.
2. For every 1,000 home finance loans, we received 3.79 complaints
3. We resolved 54% of all complaints received within 3 days and 99% within 8 weeks.

What's changed recently

Previously complaints were reported under VM Unit Trust Managers and VM Personal Financial Services. To drive efficiency and simplicity, during March 2017 Virgin Money moved the management of all of its Investment & Pensions business to one legal entity, VM Unit Trust Managers.

Firm Name: Virgin Money Unit Trust Managers
Other firms included in this return (if any): None
Period covered in this return: 1 July – 31 December 2017
Brands/trading names covered: Virgin Money Unit Trust Managers

Product / Service Grouping	Number of complaints opened per 1,000 accounts / balances	Intermediation within the reporting period	No. of complaints opened	No. of complaints closed	Percentage closed within 3 days	Percentage after 3 days but within 8 weeks	Percentage upheld	Main cause of complaint opened
Decumulation and pensions	1.65	N/A	141	146	23%	74%	54%	Other general admin / customer service
Investments	3.70	N/A	391	392	39%	57%	50%	Other general / customer service

1. For every 1,000 decumulation and pension accounts, we received 1.65 complaints
2. For every 1,000 investment accounts, we received 3.70 complaints
3. We resolved 34% of all complaints received within 3 days and 96% within 8 weeks.

1 January – 30 June 2017

Virgin Money plc are committed to transparency and will provide details of the volumes of complaints.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 January – 30 June 2017
Brands/trading names covered: Virgin Money plc

Complaint type	Number of complaints opened per 1,000 accounts / balances	No. of complaints opened	No. of complaints closed	Percentage closed within 3 days	Percentage after 3 days but within 8 weeks	Percentage upheld	Main cause of complaint opened
Banking and Credit Cards	2.07	5671	5749	44%	55%	66%	Errors / not following instructions
Home Finance	3.86	967	991	42%	57%	72%	Errors / not following instructions
Insurance and pure protection	n/a	n/a	n/a	n/a	n/a	n/a	n/a
Decumulation and pensions	n/a	n/a	n/a	n/a	n/a	n/a	n/a
Investments	n/a	n/a	n/a	n/a	n/a	n/a	n/a
Credit Related	n/a	n/a	n/a	n/a	n/a	n/a	n/a

• The banking complaints stem from our 1,738,994 savings and current accounts and our 1,003,808 credit cards totalling 2,742,802 accounts and equating to 2.07 complaints per 1,000 relevant accounts.
• For every 1,000 home finance loans, we received 3.86 complaints
• We resolved 44% of all complaints received within 3 days and 99% within 8 weeks.

1 July - 31 December 2016

Virgin Money plc is committed to transparency and will provide details of the volumes of complaints we receive that are reportable to the Financial Conduct Authority.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 July 2016 - 31 December 2016
Brands/trading names covered: Virgin Money plc

Complaint type	Number of complaints opened per 1,000 accounts / balances	No. of complaints opened	No. of complaints closed	Percentage closed within 3 days	Percentage after 3 days but within 8 weeks	Percentage upheld	Main cause of complaint opened
Banking and Credit Cards	1.70	4407	4277	31%	68%	71%	Errors / not following instructions
Home Finance	3.55	858	855	16.5%	83%	67%	Errors / not following instructions
General insurance and pure protection	n/a	n/a	n/a	n/a	n/a	n/a	n/a
Decumulation, life and pensions	n/a	n/a	n/a	n/a	n/a	n/a	n/a
Investments	n/a	n/a	n/a	n/a	n/a	n/a	n/a
Credit Related	n/a	n/a	n/a	n/a	n/a	n/a	n/a

In line with changes to FCA Complaint Reporting requirements, the table above now includes all complaints received by Virgin Money including those resolved by the end of the next business day. To put the figures into context:

• The banking complaints stem from our 1,715,426 savings and current accounts and our 883,064 credit cards totalling 2,598,490 accounts and equating to 1.70 complaints per 1,000 relevant accounts.
• For every 1,000 home finance loans, we received 3.55 complaints
• We resolved 28% of all complaints received within 3 days and 99% within 8 weeks.

1 January - 30 June 2016

Virgin Money plc is committed to transparency and will provide details of the volumes of complaints we receive that are reportable to the Financial Conduct Authority.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 January 2016 - 30 June 2016
Brands/trading names covered: Virgin Money plc

Complaint type	No. of complaints opened	No. of complaints closed	Complaints closed within eights weeks (%)	Complaints upheld by firm (%)
Banking and Credit Cards	2653	2697	99%	56%
Home Finance	634	616	100%	56%
General insurance and pure protection	948	992	100%	0%
Decumulation, life and pensions	n/a	n/a	n/a	n/a
Investments	1	1	100%	0%

To put the figures above into context:

• The banking complaints stem from our 1,591,975 savings and current accounts and our 767,916 credit cards totaling 2,359,891 accounts and equating to 1.12 complaints per 1,000 relevant accounts. For comparison, our banking ratio for H2 2015 was 1.40 complaints per 1,000 accounts.
• For every 1,000 home finance loans, we received 2.72 complaints.
• The general insurance and pure protection complaints include 944 speculative complaints relating to the alleged mis-selling of credit card payment protection insurance (PPI). The Virgin Money credit card book does not contain any accounts with PPI and so these complaints were rejected. The remaining 4 insurance complaints are from legacy sales.
• We resolved 99% of all complaints received within 8 weeks and 94% within 4 weeks.

1 July 2015 - 31 December 2015

Virgin Money plc is committed to transparency and will provide details of the volumes of complaints we receive that are reportable to the Financial Conduct Authority.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 July 2015 - 31 December 2015
Brands/trading names covered: Virgin Money plc

Complaint type	No. of complaints opened	No. of complaints closed	Complaints closed within eights weeks (%)	Complaints upheld by firm (%)
Banking and Credit Cards	3100	3169	100%	63%
Home Finance	675	711	100%	56%
General insurance and pure protection	943	901	98%	0%
Decumulation, life and pensions	n/a	n/a	n/a	n/a
Investments	3	4	100%	25%

To put the figures above into context:

• Our banking results now include our credit card book which was migrated from MBNA in March 2015. The banking complaints stem from our 1,591,975 savings and current accounts and our 628,795 credit cards totalling 2,220,770 accounts and equating to 1.40 complaints per 1,000 relevant accounts. Our ratio for H2 2014 excluded credit cards and was 0.37 per 1,000 accounts. On a like-for-like basis, the ratio for banking in H1 2015 was 0.40 per 1,000 accounts and in H2 2015 was 0.59 per 1,000 accounts. The successful migration of the Credit Card book from MBNA was completed at the end of March 2015 and therefore the volume of Credit Card complaints for H1 included three months rather than six months of complaint volumes.
• For every 1,000 home finance loans, we received 3.54 complaints.
• The general insurance and pure protection complaints include 941 speculative complaints relating to the alleged mis-selling of credit card payment protection insurance (PPI). The Virgin Money credit card book does not contain any accounts with PPI and so these complaints were rejected. The remaining 2 general insurance complaints are from legacy sales.
• We resolved 99% of all complaints received within 8 weeks and 92% within 4 weeks. We handled 100% of complaints within 8 weeks when speculative PPI complaints are excluded.

1 January - 30 June 2015

Virgin Money plc is committed to transparency and will provide details of the volumes of complaints we receive that are reportable to the Financial Conduct Authority.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 January 2015 - 30 June 2015
Brands/trading names covered: Virgin Money plc

Complaint type	No. of complaints opened	No. of complaints closed	Complaints closed within eights weeks (%)	Complaints upheld by firm (%)
Banking and Credit Cards	2368	2113	100%	58%
Home Finance	854	833	100%	53%
General insurance and pure protection	859	824	100%	0.12%
Decumulation, life and pensions	n/a	n/a	n/a	n/a
Investments	3	2	100%	50%

To put the figures above into context:

• Our banking results now include our credit card book which was migrated from MBNA in March 2015. The banking complaints stem from our 1,463,186 savings and current accounts and our 492,081 credit cards totalling 1,955,267 accounts and equating to 1.21 complaints per 1,000 relevant accounts. Our ratio for H2 2014 excluded credit cards and was 0.37 per 1,000 accounts. On a like-for-like basis, the ratio for banking in H1 2015 was 0.40 per 1,000 accounts.
• For every 1,000 home finance loans, we received 4.68 complaints.
• The general insurance and pure protection complaints include 857 speculative complaints relating to the alleged mis-selling of credit card payment protection insurance (PPI). The Virgin Money credit card book does not contain any accounts with PPI and so these complaints were rejected. The remaining 2 general insurance complaints are from legacy sales.
• We resolved 100% of all complaints received within 8 weeks and 94% within 4 weeks.

1 July 2014 - 31 December 2014

Virgin Money plc is committed to transparency and will provide details of the volumes of complaints we receive that are reportable to the Financial Conduct Authority.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 July 2014 - 31 December 2014
Brands/trading names covered: Virgin Money plc

Complaint type	No. of complaints opened	No. of complaints closed	Complaints closed within eights weeks (%)	Complaints upheld by firm (%)
Banking	545	568	100%	46%
Home Finance	842	856	100%	47%
General insurance and pure protection	1	2	100%	0%
Decumulation, life and pensions	n/a	n/a	n/a	n/a
Investments	n/a	n/a	n/a	n/a

To put the figures above into context:

• Our 545 banking complaints stem from our 1,463,186 savings and current ccounts, equating to 0.37 complaints per 1,000 relevant accounts.
• For every 1,000 home finance loans, we received 4.86 complaints.
• The 1 insurance complaints noted is from legacy sales.
• We resolved 97% of all complaints received within 4 weeks.

1 January - 30 June 2014

Virgin Money plc is committed to transparency and will provide details of the volumes of complaints we receive that are reportable to the Financial Conduct Authority.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 January - 30 June 2014
Brands/trading names covered: Virgin Money plc

Complaint type	No. of complaints opened	No. of complaints closed	Complaints closed within eights weeks (%)	Complaints upheld by firm (%)
Banking	791	772	100%	53%
Home Finance	710	675	100%	48%
General insurance and pure protection	5	4	100%	75%
Decumulation, life and pensions	n/a	n/a	n/a	n/a
Investments	n/a	n/a	n/a	n/a

To put the figures above into context:

• Of our 791 banking complaints, 719 stem from our 1,445,343 savings and current accounts, equating to 0.5 complaints per 1,000 relevant accounts. In addition, we received 72 complaints relating to the Virgin Money branded MBNA credit card which Virgin Money chose to handle directly. All other Virgin Money branded credit card complaints were handled by MBNA and will be reported separately by them.
• For every 1,000 home finance loans, we received 4.35 complaints.
• The 5 insurance complaints noted is from legacy sales.
• We resolved 96% of all complaints received within 4 weeks.

1 July - 31 December 2013

Virgin Money plc is committed to transparency and will provide details of the volumes of complaints we receive that are reportable to the Financial Conduct Authority.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 July - 31 December 2013
Brands/trading names covered: Virgin Money plc

Complaint type	No. of complaints opened	No. of complaints closed	Complaints closed within eights weeks (%)	Complaints upheld by firm (%)
Banking	675	677	100%	55%
Home Finance	701	721	100%	48%
General insurance and pure protection	12	12	100%	42%
Decumulation, life and pensions	n/a	n/a	n/a	n/a
Investments	n/a	n/a	n/a	n/a

To put the figures above into context:

• Of our 675 banking complaints, 504 stem from our 1,445,343 savings and current accounts, equating to 0.35 complaints per 1,000 relevant accounts. In addition, we received 171 complaints relating to the Virgin Money branded MBNA credit card which Virgin Money chose to handle directly. All other Virgin Money branded credit card complaints were handled by MBNA and will be reported separately by them.
• For every 1,000 home finance loans, we received 4.40 complaints.
• For every £1 million of annual income received from general insurance we reported 10.86 complaints.

1 January - 30 June 2013

Virgin Money plc is committed to transparency and will provide details of the volumes of complaints we receive that are reportable to the Financial Conduct Authority.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 January - 30 June 2013
Brands/trading names covered: Virgin Money plc

Complaint type	No. of complaints opened	No. of complaints closed	Complaints closed within eights weeks (%)	Complaints upheld by firm (%)
Banking	490	481	100%	56%
Home Finance	706	979	100%	55%
General insurance and pure protection	3	5	100%	20%
Decumulation, life and pensions	n/a	n/a	n/a	n/a
Investments	n/a	n/a	n/a	n/a

To put the figures above into context:

• Our 490 banking complaints stem from 1,525,514 accounts, equating to 0.32 complaints per 1,000 relevant accounts.
• For every 1,000 home finance loans, we received 4.56 complaints.
• The 5 insurance complaints noted is from legacy sales.
• For every £1 million of annual income received from general insurance we reported 1.32 complaints.

1 July - 31 December 2012

Virgin Money plc is committed to transparency and will provide details of the volumes of complaints we receive that are reportable to the Financial Conduct Authority.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 July - 31 December 2012
Brands/trading names covered: Virgin Money plc

Complaint type	No. of complaints opened	No. of complaints closed	Complaints closed within eights weeks (%)	Complaints upheld by firm (%)
Banking	606	658	100%	72%
Home Finance	1,092	919	99%	54%
General insurance and pure protection	6	4	100%	50%
Decumulation, life and pensions	n/a	n/a	n/a	n/a
Investments	n/a	n/a	n/a	n/a

To put the figures above into context:

• Our 606 banking complaints stem from 1,525,514 accounts, equating to 0.39 complaints per 1,000 relevant accounts.
• For every 1,000 home finance loans, we received 7.39 complaints.
• For every £1 million of annual income received from general insurance we reported 2.64 complaints.

1 January - 30 June 2012

Virgin Money plc is committed to transparency and will provide details of the volumes of complaints we receive that are reportable to the Financial Conduct Authority.

Firm Name: Northern Rock plc
Other firms included in this return (if any): None
Period covered in this return: 1 January - 30 June 2012
Brands/trading names covered: Northern Rock

Complaint type	No. of complaints opened	No. of complaints closed	Complaints closed within eights weeks (%)	Complaints upheld by firm (%)
Banking	1,249	1,449	100%	62%
Home Finance	1,111	1,205	99%	50%
General insurance and pure protection	7	10	100%	40%
Decumulation, life and pensions	n/a	n/a	n/a	n/a
Investments	n/a	n/a	n/a	n/a

To put the figures above into context:

• Our 1,249 banking complaints stem from 1,289,548 accounts, equating to 0.97 complaints per 1,000 relevant accounts.
• For every 1,000 home finance loans, we received 8 complaints.
• For every £1 million of annual income received from general insurance we reported 2.44 complaints.