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Financial Ombudsman Service

Details of the Financial Ombudsman Service.

Virgin Money plc is covered by the Financial Ombudsman Service. This service is available to settle certain complaints you make if the complaint cannot be settled through our own Internal Complaints Procedure PDF opens in a new window  (PDF, 164KB). The contact details for the Financial Ombudsman Service are:

The Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SR

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

0300 123 9123
Free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02

Web: www.financial-ombudsman.org.uk Link opens in a new window 

FOS provide an online complaint form which can be accessed here:

https://help.financial-ombudsman.org.uk/help Link opens in a new window 

Online Dispute Resolution

The European Commission provides an online dispute resolution (ODR) platform which allows customers who purchased a product or service online to submit their complaint through a central site. The purpose of the site is to ensure those complaints are passed to the appropriate independent dispute resolution service.

If you feel that we haven’t been able to resolve your concerns, the appropriate service relating to Virgin Money is the Financial Ombudsman Service. You can either contact them directly using the details above or you can access the ODR platform here: http://ec.europa.eu/odr Link opens in a new window to submit your complaint.

You will need the following information about us to use the ODR platform:

Our name: Virgin Money

Our email: customerrelations@virginmoney.com

Our website address: www.virginmoney.com

Our geographic address: United Kingdom