I have a 85 year old relation who rents and needs to change a standing order to a new estate agent. Doesn't do any online banking and no mobile phone. How can a standing order be set up because two c... Mehr ansehen
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Das sagen Bewerter
Behind the times, slow in responding to requests, slow systems. They need to move with the times as it is a challenge to get anything done i.e. to change an email address, takes at least 1 day (phon... Mehr ansehen
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Slick, quick, easy transfer using a 0% offer for a credit card. The application, the updates, the document arrival, registering for the app, information within the app - easy. The only thing I found d... Mehr ansehen
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I was very happy with the experience. The whole process was quick, straightforward and easy to understand. Everything was clearly explained, and opening the account was completed much faster than I e... Mehr ansehen
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Unternehmensdetails
Vom Unternehmen geschrieben
Virgin Money is the UK’s 6th largest bank and a proud member of the Virgin Group. By making banking better, we aim to deliver on our purpose of ‘Making you happier about money’, offering award-winning products and services to meet the full range of our 6.6m customers' retail and business banking needs. Our strategic ambition is to be the UK’s best digital bank.
Kontaktinformationen
Vereinigtes Königreich
- uk.virginmoney.com
3.1
Akzeptabel
13'329 Bewertungen
Bittet Kunden um Bewertungen
Das Unternehmen lädt seine Kunden ein, Bewertungen zu hinterlassen – ob positive oder negative.
Hat 98 % seiner negativen Bewertungen beantwortet
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Das haben sich andere Leute angesehen
Banking with this company for 50years…
Banking with this company for 50years with the previous owners had so many problems in one day will definitely switch when we return from holiday
Disappointed
10. September 2026
Bewertung ohne vorherige Einladung
I was extremely pleased with how simple…
I was extremely pleased with how simple and straightforward the business account application process was. Everything was easy to understand, and I was impressed by how quickly the accounts I needed were opened and made available. Overall, it was an excellent and efficient experience.
8. September 2026
Bewertung ohne vorherige Einladung
Antwort von Virgin Money UK
Hi Gary, thanks for taking the time to give this shining 5-star review!
Your review has truly made our day! We're pleased that you had such a great experience with us, and you've found everything to be clear, and straightforward.
We’ll continue working hard to provide you with the best possible experience, and your satisfaction is our top priority!
Take care, and have a great week.
Thanks, Virgin Money
I have a 85 year old relation who rents…
I have a 85 year old relation who rents and needs to change a standing order to a new estate agent. Doesn't do any online banking and no mobile phone. How can a standing order be set up because two customer advisors have so far said no. I am at a loss of what to do. ??
9. September 2026
Bewertung ohne vorherige Einladung
Antwort von Virgin Money UK
Hi Sam, thanks for heading over to give this review.
You've asked a great question, and there are a couple of options on how to get the Standing Order set up, which are as follows:
- You can write in to us, with the request to set-up the Standing Order making sure to include the details of the amount and where the funds are being sent to, alongside a cover letter with name, and address. The address to mail us is: Virgin Money, Sunderland, SR43 4JB
- OR, you can head into any of our Virgin Money branches, and they'll be able to help with getting this all set up. You can find the local branch and opening times here: https://uk.virginmoney.com/branch-finder/
We hope this is sorted for you soon.
Thanks, Virgin Money
I was very happy with the experience
I was very happy with the experience. The whole process was quick, straightforward and easy to understand. Everything was clearly explained, and opening the account was completed much faster than I expected. Overall, it was a smooth and hassle-free experience.
9. September 2026
Bewertung ohne vorherige Einladung
Antwort von Virgin Money UK
Hi there, thanks for giving us an amazing 5-star review!
We're delighted to hear about your quick, straightforward process and that everything was clear.
Welcome to Virgin Money - It's great to have you with us.
Take care, and have a great rest of your week!
Thanks, Virgin Money
Behind the times
Behind the times, slow in responding to requests, slow systems. They need to move with the times as it is a challenge to get anything done i.e. to change an email address, takes at least 1 day (phone call chat system, then another phone call, then 1 day security check). To change address, takes weeks/ months/years, as they changed a few details but did not completely change all details after 2 years, I have the correct address on some part of the portal and the wrong address on another.
To apply for an overdraft or loan, is a complete challenge. I do hope this bank would get better and catch up with other proactive banks, using technology to create efficiency and effectiveness.
9. September 2026
Bewertung ohne vorherige Einladung
Antwort von Virgin Money UK
Hi Phillip, thanks for heading over to give this feedback.
We're really sorry to hear about your experience and that you've ran into multiple issues updating details on your Accounts with us.
We're keen to take a further look into this for you. So we can do this, could you send us over an email to reviewhelper@virginmoney.com including your Full Name, Mobile Number, Account Type, alongside the reference of #84097, with a brief outline of the exact issues you are having, and we can take it from there.
We hope to hear from you soon!
Thanks, Virgin Money
Fraudulent activity - worst customer service!
Had a fraudulent call from someone claiming to be Virgin and fraudulent transactions have taken place on my credit card, for at least £1000. Called Virgin to flag this and have experienced some of the worst customer service of my life.
The security questions are asking for exact figures from my account, however due to the fraudulent activity, Virgin have blocked my access to the Virgin Money app, so I cannot access the information they are asking for. One person I spoke to hung up on me as I explained I could not access my app to answer these questions. Another person shouted down the phone at me. I have been told I will be sent an email in two-three days, but no one can tell me what the content of this email will be. I asked what happens if I can't answer the questions in the email and the third person I spoke to told me "I don't know the answer to that question." Shocking customer service.
My wife had a similar experience with AMEX recently and they were superb, sorted the issue out within minutes.
I have banked with Virgin for a decade and expected more from them.
9. September 2026
Bewertung ohne vorherige Einladung
Antwort von Virgin Money UK
Morning Will, thanks for bringing this to our attention.
We're very sorry to hear that we've fallen short of your expectations, as this isn't the type of customer service we aim to provide especially when it comes to keeping your Account secure.
Should you wish to log a complaint about the experience you've received, you can do so here: https://uk.virginmoney.com/service/complaints/
Here you'd also find more information relating to our Complaints' procedure, including timescales and when you'd hear back from the Customer Relations team.
Thanks, Virgin Money
The whole process was very…
The whole process was very straightforward and agent who handled our case was very helpful
9. Mai 2026
Bewertung ohne vorherige Einladung
Antwort von Virgin Money UK
Hi Anthony, thanks for taking the time to reach out with this amazing 5-Star review!
We're glad to hear that the whole process was straightforward and that one of our Agents was helpful too!
Please take care and have a great rest of the week.
Thanks, Virgin Money
You want to open a Virgin E Saver…
You want to open a Virgin E Saver account they advertise on line but you have to access this account via the web site and you are unable to access it on the Virgin Money App like you can a checking or savings M account so very inconvenient
9. September 2026
Bewertung ohne vorherige Einladung
Antwort von Virgin Money UK
Hi, thanks for bringing this to our attention.
We apologise for any concerns or inconvenience this may be causing you, as this isn't the type of service we aim to provide.
Our Virgin ISAs are only able to be access via online at the moment, and the Virgin Money Mobile Banking App is for our M Plus Accounts and linked Savers (these are Yorkshire and Clydesdale Bank accounts).
However, our team are working to merge our products and systems together, and we'll be sure to let our customers know when this happens.
Thanks, Virgin Money
Sloooow to deal with problems or issues
Had an issue 6 weeks ago with a dodgy retailer on internet not sending a £1500 order to me then not responding to emails etc. Lodged a section 75 claim for a refund/charge back with Virgin [which in my previous experience in a similar situation with MBNA a few years ago took under a week!] and yet they took 2 weeks to respond to me, then another 3 weeks to actually contact me about it, when they asked for loads of frankly unnecessary information. After supplying said information, a week later Virgin have STILL not resolved/concluded the issue, and in fact haven't even had the courtesy to respond to me or confirm receipt of the information I sent them. Following a previous issue with slow and shocking customer service @ Virgin, I had hoped things had improved since the takeover by the brilliant Nationwide, but obviously not! Roll on the day when Nationwide fully integrate Virgin and [hopefully] improve things, if not I shall be moving to a different card provider!
9. September 2026
Bewertung ohne vorherige Einladung
Antwort von Virgin Money UK
Hi Colin, thanks for taking the time to share your concerns.
We're really sorry to hear of your experience, particularly given the value of the transaction and the time you've already spent trying to get this resolved.
We can ensure our team carry out a thorough investigation and this can require more information at times especially whilst challenging the merchants terms and conditions - the usual timeframe is up to 45 days but this can vary based on the merchant.
For updates on where this is at, you could always link in via Live Chat and our team will be happy to take a look. Apologies again this has taken longer than expected.
Thanks, Virgin Money
Shockingly poor response to help me…
Shockingly poor response to help me access my account. Kicked out of account after entering code wrong and they have failed to take steps to let me access my account again. I have raised complaints and called several times. I now have no choice but to escalate this to external, third party authorities.
2. September 2026
Bewertung ohne vorherige Einladung
Antwort von Virgin Money UK
Hi Marc, thanks for bringing this to our attention.
We apologise that you've had some issues accessing your account, and that you feel you've not received the correct support in order to get this back up and running. This isn't the type of service we aim to provide.
Although you've logged a complaint, we'd still recommend calling the team in the meantime to escalate this and get to the bottom of it. You can find our contact details and opening times here: https://uk.virginmoney.com/contact/
Our Complaint's team will escalate this and investigate what's happened with an impartial view, to see what could have been done better, to provide feedback for future training and improvements, and to get your issue resolved (if not already by the time the case is dealt with).
Thanks, Virgin Money
Deceased mother still no funds being released.
Dealing with virgin has been a disaster since the beginning. My mother passed away on the 4th of July, sent all the required information, filled their online bereavement form in. Had no confirmation, no acknowledgement they had received it. After weeks I had to eventually go into a branch just to see if they had actually received it It’s now the 8th of September and her funds still haven’t been released. I had an email from them on the 8th of august stating the funds would be released to the nominated account with 48 hours. It’s been 4 weeks… ‘if you have any trouble please respond to this email’ which I have done twice with no response. It’s not even like the amount in the account is a lot of money but that’s not the point. The bereavement process is hard enough to deal with as it is the added stress and grief from having to chase this up and debts racking up is disgusting to be honest. If there’s delays why not let people know? Not even a simple ‘we’ve received your email’ from them. Zero compassion and zero customer service.
8. September 2026
Bewertung ohne vorherige Einladung
Antwort von Virgin Money UK
Hi Kyle, thanks for heading over to give this feedback.
We're so sorry to hear about the passing of your mother, and it's disappointing to see that this has caused additional stress, as this is not something we want to happen, especially during such a difficult time.
We appreciate that you reached out to the team in August, but if you could please give it another try by responding to the email you referred to in the review, our expert team will be able to give you confirmation on the next steps from there as soon as they can.
Should you wish to make a complaint in relation to this, you're welcome to do so. You can get the ball rolling by sending an email to customerrelations@virginmoney.com, and they'll take it from there.
You can also find more information relating to our Complaints' procedure over here: https://uk.virginmoney.com/service/complaints/.
We hope this is all sorted for you soon.
Thanks, Virgin Money
Generally good, but the balance transfer doesn't work
Overall I've been happy with setting up my Virgin Money Card. The only issue, which VM could and should fix, is that balance transfers from American Express don't work. On application, I completed the form successfully, including entering the account number and balance for my Amex card. All appeared to work, and a couple of days later, the cards arrived for my wife and me.
Some weeks later, still no balance transfer. I used the app chat facility and got through to a human without major delay. She informed me that Amex transfers don't work because their card number is one digit short. No messages or errors occurred - as far as I was concerned it was job done. I then had to phone customer service to get the transfer made. The referrals to the website, the app, Ouija board and casting runes had to be endured, but then getting through to a person took no more than five minutes, and the transfer was completed.
So, other than a stupid and unfixed glitch in the balance transfer signup, all good. If this was fixed, I'd give it five stars.
8. September 2026
Bewertung ohne vorherige Einladung
Antwort von Virgin Money UK
Hi Jem, thanks for heading over to give this review.
We're sorry to hear that the initial Balance Transfer request from AMEX didn't go through as expected, but it's great to see that it has now been sorted and you were able to get connected with our expert team quickly, and efficiently.
With some AMEX cards having less than 16-digits, the Balance Transfers with their cards can usually only be done via the App, or by calling into our Customer Services team. This is just due to difference in the card numbers and how they work, but it should work as normal outside of requesting them on the application.
If you need any help with your Credit Card in the future, our team is available through Live Chat in the App via the "Chat with us" tile on the Support page, or by tapping on the speech bubble on the Accounts tab, and the Live Chat option should be showing there. They're available on Monday to Friday from 8am to 6pm and Saturday from 9am to 3pm.
Thanks for choosing to open a new Credit Card account with us.
Take care, and have a great week.
Thanks, Virgin Money
So rude I felt compelled to review
The online 'help' person could not have been less helpful or more rude if she'd been trained to annoy the customers.
7. September 2026
Bewertung ohne vorherige Einladung
Antwort von Virgin Money UK
Hi Strider, thanks for bringing this to our attention.
We're very sorry to hear that this impression of rudeness and unhelpfulness from one of our colleague's, as this isn't how we want our customer service to come across.
As we'd like to restore some faith, and get your query answered, you can use our Live Chat, or call to raise it with the team directly for the type of account you hold with us, and you can find the opening times and numbers here: https://uk.virginmoney.com/contact/
However, you can also log a complaint here: https://uk.virginmoney.com/service/complaints/
Thanks, Virgin Money
Step forward Georgia
I recently had an alarming dispute regarding the withdrawal of a five figure amount from The Skipton Building Society. I am at present involving the Financial Ombudsman and other Consumer based entities to demand an apology. All organisations ensure me that I have been wronged.
So when I had to visit Virgin Money based in York, it would be fair to say it was in trepidation. I had invested a large amount of money into an e ISA with V.M.
However I had misplaced all relevant security information: passwords, customer number and account details.
Stop forward Georgia. Whilst she went through the relevant security checks, at no time was I meant to feel uncomfortable. Indeed she spent considerable time on the phone to colleagues, rectifying my problem.
I was delighted when she came back smiling and told me we were almost there. She showed me physically how to use my mobile to open the Virgin Money webpage and see my account.
You cannot believe the difference between my experience with The Skipton B.S and Virgin Money, two fiscal operations barely half a mile apart.
7. September 2026
Bewertung ohne vorherige Einladung
Antwort von Virgin Money UK
Hi Max, thanks for taking the time to give this glowing 5-star review!
We're sorry to hear about what has happened with the withdrawal of the funds elsewhere.
It's great to see that the experience you've had in our Virgin Money branch in York has had such a positive impact, and that we were able to get the problems solved for you quickly, and smoothly.
Ensuring our customers feel comfortable and supported at each step of the way is vital to our day-to-day, so we're delighted that our team has achieved that, and it's led to you feeling more confident with navigating your account with us.
We hope everything gets sorted for you, and we wish you a great week ahead.
Thanks, Virgin Money
My rating now MINUS 1
My rating now MINUS 1
still zero response from my complaint.
More than 1 month now since I last had access to my Virgin bank app.
Last response just said I should calm them. I'm NOT going to call them and waist 1 hour of my time on their uselss queue on their uselss overseas call centre. I sent yet another email to their customer service team. NO RESOONSE.
HIGHLY RECOMMENDED ALL THEIR CUSTONERS CHANGE TO ANOTHER BANK.
Ever since they became Part Nationwide , customer service vanished.
1. September 2026
Bewertung ohne vorherige Einladung
I have Been trying for at least four…
I have Been trying for at least four years to get an answer on my deceased mums bank account.
All I want to know is their any money in the account to date yes one can give me an answer. I had the worst customer experience in the branch from a female member of staff with the surname Thomson who was one of the most ignorant person I have spoken to her attitude was so unprofessional.
2. Juli 2026
Bewertung ohne vorherige Einladung
Antwort von Virgin Money UK
Hi Steve, thanks for bringing this to our attention.
We're very sorry to hear about your very unfortunate loss, please take our thoughts an prayers with you.
We hope that you have support from friends and family in this time. Should you think of anything we can do the help and support your own well-being, and/or your day-to-day banking, please let us know.
We'll provide the feedback to the Branch for future training and improvements. Should you wish to escalate this further with a complaint, you can do so here: https://uk.virginmoney.com/service/complaints/
However, we'd recommend linking in with the team directly related to the account, so we can get to the bottom of this for you. You can find our contact details and opening times here: https://uk.virginmoney.com/contact/ The team can point you in the right direction to get access and the information you need.
Thanks, Virgin Money
Horrific
Horrific. Force everything through an app that doesn’t work, support team are useless. Avoid
5. September 2026
Bewertung ohne vorherige Einladung
Antwort von Virgin Money UK
Hi Daniel, thanks for your feedback.
We're really sorry to hear our App hasn't worked for you and that you've had no luck sorting this when speaking to our team - this certainly isn't the level of service we expect.
If you are still having trouble with our App, please try our Mobile App helpdesk team - this way you can raise things further and hopefully speak to a member of our team that can help. Contact details can be found here: https://uk.virginmoney.com/contact/credit-cards/
Thanks, Virgin Money
Absolutely ridiculous!
Absolutely ridiculous! Every single time I make a purchase, my card gets blocked and I end up wasting an hour on the phone answering the most pointless, stupid questions imaginable. And their security check is such a complete disaster that even I, the actual cardholder, can’t get through it myself. Honestly, it’s beyond frustrating!!!
5. September 2026
Bewertung ohne vorherige Einladung
Antwort von Virgin Money UK
Hi Ivan, thanks for taking the time to leave us a review.
At Virgin Money we take account safety and security very seriously, however we completely apologise for any blocks on your card from legitimate transactions you have made.
This can sometimes occur if there are any security flags in our systems - but if there are frequent retailers you use, you could always add them to your 'Trusted Retailers' to avoid restrictions being applied - just ask our team and they'll be happy to assist.
Thanks, Virgin Money
Well I was with another bank until…
Well I was with another bank until virgin took over in over 20 years I have never had an issue until virgin its too long to type but I feel though virgin has failed the nail in the coffin was rejecting an overdraft I have never needed one until this incident happened on bank Holiday and for the first time ever I went into an unarranged overdraft which I belive they bank is too blame so yeah I will be leaving for a new bank tomorrow.
Update thanks for the reply but am sorry I am still leaving am still having the same issue with this app I dont understand why its doing this i spoke with an advisor who couldn't explain fully why it has this delay its now a full week after bank Holiday and its still 4 days behind i think there's money in my account am buying things or sending money to another account the app let's me and then tells me am into an unarranged overdraft the next day something is clearly wrong. And if you can't help me with an overdraft why would I want to have my money with yourselves ill go to someone who will help me.
4. September 2026
Bewertung ohne vorherige Einladung
Antwort von Virgin Money UK
Good morning James, thanks for sharing your experience with us - we're sorry to see you're looking to move onto another bank following your recent experience.
We understand how disappointing it can be to be refused an arranged overdraft, and we can only apologise this has lead you to go into an unarranged overdraft over the bank holiday weekend.
If you've not already had a word with our Current Account Team in relation to this, we'd certainly guide you in that direction so that they can take a closer look.
Their number is 0800 121 7365, and they're around Monday to Saturday 7:00am to 9:00pm, or Sunday 10:00am to 5:00pm.
They'll take it from there.
Thanks, Virgin Money
I have been with Virgin Money for …
I have been with Virgin Money for 22 years, since I was 16. I have never asked them for anything other than a £350 overdraft, which I’ve had for years. Recently, I was declared unfit for work, lost my employment, and am currently waiting for my benefits to start.I did the responsible thing: I sent them my official fit note, explained my situation, and simply asked if they could pause my overdraft fees until my sick note ends to help me get through this transition. They flatly refused, completely ignoring the fact that I am currently in a vulnerable position.To make matters worse, their complaints team takes weeks to respond. When you reply to them, you have to wait weeks all over again. For someone dealing with a mental health condition, this level of stress and delay is a disgusting way to treat a customer. As soon as I am back on my feet, I will be moving to a new bank immediately and reporting their conduct to the relevant financial authorities. Absolute failure in customer care.
Update: still no contact, reported the complaints team to the Financial Ombudsman for failure to follow FCA guidelines. Don't think they will be ignoring them :)
28. August 2026
Bewertung ohne vorherige Einladung
Antwort von Virgin Money UK
Hi Steph, thanks for heading over to give this feedback.
We're really sorry to hear about your circumstances, and that the timescales for the complaint haven't met expectations.
We're keen to take a further look into this for you. So we can do this, could you send us over an email to reviewhelper@virginmoney.com including your Full Name, Mobile Number, Complaint Reference and Post Code, alongside the reference of #83950, with a brief outline of the exact issues you are having, and we can take it from there.
We hope to hear from you soon.
Thanks, Virgin Money
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