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Virgin Money wins prestigious Capita Customer Satisfaction Innovation of the Year Award 2016


Virgin Money has been recognised for excellent customer service at the 2016 UK Customer Satisfaction Awards ceremony, held at the Hilton Park Lane.

Now in its sixth year, the annual awards ceremony celebrates UK customer service achievements across the public, private and voluntary sectors. Run by the Institute of Customer Service, the awards have been created to showcase those organisations that place the customer experience at the heart of their business and build a sustainable culture of customer service within their organisation.

Virgin Money was one of 15 organisations and individuals recognised for the way in which they delivered the highest standards in UK customer service over the past year.

The judges highlighted how Virgin Money’s Customer Lounges demonstrated innovation that flies in the face of convention. At a time when other banks are consolidating and disappearing from the High Street, the Virgin Money Lounges buck the trend and demonstrate how to get closer to customers by providing a great experience that is about much more than money and banking. They are designed to be places where customers can relax and where communities can come together.

Jo Causon, CEO of the Institute of Customer service said: “By winning the award for Capita Customer Satisfaction Innovation of the Year Award, Virgin Money is being recognised for their hard work and commitment to delivering a great customer experience. Virgin Money should be congratulated for their efforts as they are now setting the standards others should follow.”

Paul Lloyd, Marketing Director at Virgin Money said: “To be the winner in the prestigious Customer Service Innovation Award is fantastic and reflects the work we are doing to ensure the customer is at the heart of our business. Our Lounges are unique in UK banking and they were a big factor in winning the award. Visitors can choose to put their feet up and enjoy the facilities, use the Lounge for a meeting, or if they want to do some personal banking they can do that too.”


Media Contacts
Virgin Money Press Office
0191 279 4676


About The Institute of Customer Service

  • The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that customers can improve their customers’ experience and their own business performance. The Institute is a membership body with a community of over 500 organisational members - from the private, public and third sectors – and over 4,000 individual memberships. For more information about the Institute of Customer Service go to  Opens in a new window

About the UK Customer Satisfaction Awards

  • Entry to the UK Customer Satisfaction Awards is free and there are eleven award categories. Award submissions are scored against pre-set criteria by a panel of industry experts.
  • Two UKCSI Awards are presented to organisations that perform well in the Institute’s UK Customer Satisfaction Index.
  • The UK Customer Satisfaction Index (UKCSI) is the national measure of customer satisfaction, published by the Institute of Customer Service. The Institute launched the UKCSI in 2007 and publishes it every 6 months.

About Virgin Money

  • Virgin Money offers savings, mortgages, credit cards, current accounts, currency services, pensions, investments and protection products to over 3 million customers across the UK.
  • Virgin Money’s business ambition is to make “everyone better off” – this philosophy underpins our approach to business by offering good value to customers, treating employees well, making a positive contribution to society and delivering a profit to shareholders.
  • More than 11,500 charities have registered with Virgin Money Giving and, by the end of 2015, over £420 million had been raised for charity through the service since its launch in 2009, resulting in an estimated £13 million more raised for charity because of its not-for-profit model.
Virgin Money plc - Registered in England and Wales (Company No. 6952311). Registered Office - Jubilee House, Gosforth, Newcastle upon Tyne NE3 4PL. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.