Overall positive I have had good service from Clydesdale and then virgin money for many years. I have closed my accounts with them for various reasons, but not due to any issues with them. When closi... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Have been trying to contact a nearby branch to withdraw some money which requires advance notice (there's no longer a branch in my town). I've contacted Customer Services on two separate days to be t... See more
Company replied
Terrible customer service. Cannot not ever get through on phones via C/S line. No option just to speak to a 'human'. Says lines are always busy and to call back or go online and then hangs up. Onl... See more
Company replied
Tried to move money from one account to another. Both accounts in same name. Transfer put on hold. Contacted by fraud department. Answered all security. Put on hold as lady said she was going to... See more
Company replied
Company details
Written by the company
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.
Contact info
United Kingdom
- uk.virginmoney.com
3.1
Average
13K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 98% of negative reviews
Typically replies within 24 hours
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I wanted to say thank you to ADEDOTUN…
I wanted to say thank you to ADEDOTUN AA at virgin money today. He sorted my issue/problem out in minutes. It's has taken a month to deal with this issue , where others couldn't he excelled. He was professional and efficient and understood the problem and dealt with it methodically.
14 September 2026
Unprompted review
Reply from Virgin Money UK
Hi, thanks for going out of your way to leave us this 5-star review!
We apologise that you've had this issue for some time, but glad to see Adedotun has been able to get this all sorted for you, as this is the type of customer service we aim to provide.
Please take care and have a lovely day.
Thanks, Virgin Money
VIRGIN. FAILURE NO LEGAL STANDING. We have held the same account for over…
I wrote a review of Virgin on 14/09/2026. Answered 14/09/2026. A total waste of their pre formatted response. The information they give is inaccurate as NO help from ANY of the CS numbers. The “chat” system is even worse than the “unusually high volume of calls” recorded messages. Remove the one star and go into minus.
Review reads
My wife and I have held the same account for over 26 years. Steady pension money in and household billing DD’s going out.
No debt.
My mother died and I got an inheritance.
Last week I got email from Virgin “REQUIRING” me to provide all the details of our income AND what we are spending our money on.
No explanation by Virgin as to why they want said no or basis for requiring.
I have to supply or threat to close our 26 years old account, not once in debit, always in credit.
I thought it a bogus scam email but it’s real.
There is no illegality or reason to think I am involved in wrong doing.
I have put it in writing in a complaint, 5 days ago make the allegations if any and investigate. No response
Mums estate still in probate.
I am threatened with account closure. No £ in or DD’s out and whatever is to happen to our savings has not been stated.
No response by Virgin to my phone calls or my email including a formal complaint.
The handling of whatever this is (George Orwell style) has been beyond appalling.
I have called and the staff I have spoken with clearly state that they have no clue as to how to help / have never heard of such a thing or not surprisingly probably think me demented.
I am far beyond angry and upset
They, Virgin simply do not care. Their response to this review proves they haven’t read the review, the complaint, notes on account before pasting an auto response.
CS who responded this NOT WORTH THEIR SALT in old terms
10 September 2026
Unprompted review
Reply from Virgin Money UK
Hi David, thanks for bringing this to our attention.
We're very sorry to hear about your unfortunate loss, please take our thoughts and prayers with you.
We apologise that you've been having some issues through these trying times, as this isn't the type of customer service we aim to provide.
To make you aware, we have a Specialist Support team that you can chat to at any time. They can find out ways to see how we can make banking with us easier, which would be tailored to yourself, for both your own wellbeing, and your financial wellbeing. You can call them on 0800 917 2977, they’re available between 9am-5pm from Mon-Fri. Should you think of anything we can do, please let us know.
We'd recommend linking in with the team directly to get to the bottom of this and see what is going on, you can reach them team on 0800 012 1590, they're available Mon-Fri between 8am-6pm, Sat 8am-3pm, and Sun 10am-1pm. They can help investigate this further so we can provide a clearer picture about what is happening to prevent any further delays/issues.
When you log a complaint with us, if there's no resolution within 5 days, we'll send you a letter to inform you that we have up to 15 days to resolve a payment complaint, and up to 56 days on non-payment complaints.
If we breach of these timescales, you'll then have your right to take this to the Ombudsman.
However, once your complaint is allocated to a handler, they'll contact you to confirm the complaint details to make sure we have the correct information.
You can contact our Complaints Team on 0345 266 1244, they’re available Mon - Fri between 9am - 5pm
Thanks, Virgin Money
The chat team are absolutely powerless…
The chat team are absolutely powerless to unblock your card ! Even though I’ve spoken to fraud to get unblocked still blocked and they are shut today 2nd day they are NoT a Good Bank stay well away , I’ve been with them for 40 years and the customer service is not good
12 September 2026
Unprompted review
Reply from Virgin Money UK
Hi Phil, thanks for heading over to give this review.
We're really sorry to hear that your card has been blocked, and you haven't had any luck in getting the block removed.
If you could please securely contact our expert team, they'll be able to take a closer look into this and support you in getting the card unblocked from there. You can find their contact number, and opening times here: https://uk.virginmoney.com/contact
We hope this is all sorted for you soon.
Thanks, Virgin Money
Inconsistent quality of help
Staff I spoke to on the phone tried to help, but were not as equally knowledgeable about what could cause problems in registering. Finally spoke to someone who realised what the problem was and patiently helped me get up and running. That member of staff would get 5 Stars.
11 September 2026
Unprompted review
Reply from Virgin Money UK
Hi Mrs Arcanum, thanks for bringing this it our attention.
We apologise that you've had some issues registering, and that the first agent wasn't able to help you, but we're glad that the following agent after being transferred has got this all sorted for you.
we'll pass this feedback to our team for future improvements and training.
In the meantime, please take care and have a lovely weekend.
Thanks, Virgin Money
I am abroad on holiday and Virgin have…
I am abroad on holiday and Virgin have blocked my app and said to phone them. This is impractical so I sent a complaint email and told them I could not phone. 4 days on I have had nothing but a couple of communications (one being a text saying to phone them!) that are of no consequence. My money is blocked and I am losing interest by not being able to transfer it out of their low interest account. They make no response to comments I make, give no indication of what is happening other than to say they have emailed another team. They behave like trained cyborgs that have only the most basic elements in their thought process implanted with no empathy. I fully expect a reply on here from Virgin suggesting I ring or email customer services!
The big shame is the current account and app are quite good. The humanoids are rubbish and that says to me time for pastures new. Bruce
Update - sure enough Virgin have replied to my review and done exactly what I predicted. They really are pointless and care not a jot about their customers.
11 September 2026
Unprompted review
Reply from Virgin Money UK
Good afternoon, thanks for giving us a review.
We're really sorry to hear that your App has been blocked, and that you haven't received a response to your email so far. We can assure you that this isn't the level of service we aim to provide, and apologise for any inconvenience caused by this situation occurring.
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/
Once our team has reviewed the situation, they'll reach out to you directly with an update.
We hope this is sorted for you soon.
Thanks, Virgin Money
Won't accept Debit card as extra payments
Can't pay into your card at anytime using the App and a Direct Card.
THIS IS NOT ADVISED ON SIGN UP.
You either DD or have to call.
This is more of a stumbling block, as I realy can't be bothered to be making a phone call to pay an extra £200 each week.
Will close the card ASAP.
11 September 2026
Unprompted review
Reply from Virgin Money UK
Good afternoon, thanks for heading over to give this review.
We're really sorry to hear that you're looking to close the account due to the payment options not meeting expectations.
After getting customer feedback, we made the change to remove the option for paying via Debit Card, as the overall preference from our customers was a focus on paying through Bank Payments, or Faster Payments directly to us.
You can find the full breakdown of the available options for making payments (Direct Debit, Bank Payment, Faster Payment, over the phone, or via post/branch) on our FAQs here: https://support.virginmoney.com/subtopic/pagecontent/article/KA-01708/
We'll certainly take the feedback you have shared into consideration when moving forward.
Thanks, Virgin Money
Calling customer service for 2 hours!
I moved to abroad. I need to change my details by calling customer service team as I was informed online chat.
I tried it for 2 hours but every time the line seemed to ‘connected’ then keeps cutting off.I wonder how much international calls will be…..I then contacted online chat to find alternative ways but been told to keep trying. I’m stuck and very frustrated.
11 September 2026
Unprompted review
Reply from Virgin Money UK
Good afternoon, thanks for taking the time to give this review.
We're really sorry to hear that you haven't had any luck in connecting with the team so far to get your details updated. We can understand the frustration this can cause, and we'd love to help.
You can find the contact number and opening times for our expert team on our website here: https://uk.virginmoney.com/contact/
If you were to call the international number from a landline (e.g. payphone, library, hotel) then the operator can get the charges reversed for you.
Once you get in touch with the team, they'll be able to assist in getting the details updated for you from there.
We hope this is all sorted for you soon.
Thanks, Virgin Money
Totally shocking service
Totally shocking service ! For 3 days I’ve been trying to get a simple issue sorted ! Just keep getting passed around from one to another as no one has a clue what’s going on ! Then after that they always just decide to cut me off and it starts all over again. Totally pathetic !!
11 September 2026
Unprompted review
Reply from Virgin Money UK
Hi Gary, thanks for heading over to give this feedback.
We're really sorry to hear about the experience you've had recently, and that the call was dropped unexpectedly, and we can assure you this is not the level of service we aim to provide.
To ensure you are getting through to the right place, if you could please reach out to our expert team directly - you can find their contact number and opening times here: https://uk.virginmoney.com/contact
We hope this is all sorted for you soon.
Thanks, Virgin Money
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
Unprompted review
Reply from Virgin Money UK
Hi Derron, thanks for bringing this to our attention.
We're very sorry to see that after 50 years as our customer, we've not been able to provide the service we aim to provide.
However, we'd like the chance to be able to restore some faith and get to the bottom of this. You can use the Live Chat in our App, send a Secure Message online, or call our team. You can find our contact details and opening times here: https://uk.virginmoney.com/contact/
We hope that once this is all sorted, that you have a lovely holiday.
Thanks, Virgin Money
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
Unprompted review
Reply from 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
Unprompted review
Reply from 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
Unprompted review
Reply from 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
Unprompted review
Reply from 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
Unprompted review
Reply from 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 May 2026
Unprompted review
Reply from 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
Unprompted review
Reply from 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
Unprompted review
Reply from 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
Unprompted review
Reply from 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
Unprompted review
Reply from 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
Unprompted review
Reply from 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
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