The bank app is user-friendly, but the bank often stops payments when I transfer to a new recipient. I have to then spend half an hour sorting the transactions
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I forgot my pin and tried twice to make a deposit payment at a garage. The transaction was blocked by the bank as a precaution. Eventually this matter was resolved, it does depend on who you speak to... See more
Company replied
It was easy enough to apply but was a bit disappointing to find recently via a Virgin Red email that they are now offering more points for new applicants than they were when I signed up. I hope they'l... See more
Company replied
Easy to open account, customer service is easy to speak to unfortunately depends who you speak to and how much knowledge they have can be an issue. Having asked a question to them all i got as a resp... 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
3.2
Average
13K reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 99% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I cannot register my card
I cannot register my card, there's a fault at your end so fix it
14 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Rodney, thanks for bringing this to our attention.
We're really sorry to hear that you're having issues when trying to register your card to the App.
So that we can assist in getting this resolved, you'll just need to give our Mobile App team a call on 0800 328 3579. They're available on Monday to Friday from 8am to 6pm, and Saturdays from 9am to 3pm.
Once you get in touch, they'll be able to assist in getting the card added.
We hope this is resolved for you soon.
Thanks, Virgin Money
Inasessable and ignored
Totally inaccessible service, staff can’t be bothered to reply when forwarded emails (exept one lovely lady who forwarded my email to the appropriate team, thank you to her). can’t access my balance and can’t get in touch. There service is discriminatory and violates the equality act 2010, you have to call up for a balance and people who are hard of hearing, autistic ect can’t do that. They don’t care at all. If they did they would reply. Avoid if you have a disability. They won’t help you. Will never use again.
16 June 2026
Unprompted review
Reply from Virgin Money UK
Good afternoon, thanks for heading over to provide this feedback.
We're really sorry to hear that you haven't received a response from the team so far, and this has led to you feeling that our service isn't accessible.
Ensuring our customers are as supported as possible is important to us, so we are keen to take a further look into this for you. So that we can do this, could you please send us over an email to reviewhelper@virginmoney.com including your Full Name, Mobile Number and Post Code, with a brief outline of the exact issues you are having with the reference of #82091, and we can take it from there.
We hope to hear from you soon.
Thanks, Virgin Money
Reply from Virgin Money UK
Hi John, thanks for heading over to give us a review!
We're always looking for new ways to improve our services, so feel free to reach out to us on Facebook, X or Instagram to let us know if there's anything you can think of.
We hope you have a great week ahead.
Thanks, Virgin Money
Would recommend
Very efficient process and service to open a new Business Account. Very helpful, friendly and polite customer support team,
11 June 2026
Unprompted review
Reply from Virgin Money UK
Hi JB, thanks for heading over to give a glowing 5-star review!
We're delighted to hear that you found the process to be straightforward and efficient, and it's great to see that the service you've received from our team so far has had such a positive impact.
Thanks for choosing to join us, and we hope you have a great week ahead.
Thanks, Virgin Money
Disgusting customer service
Disgusting customer service! I am leaving them as I can’t put up with them anymore!
15 June 2026
Unprompted review
Reply from Virgin Money UK
Hi there, thanks for your review.
We're really sorry for the experience you've had with us and that it has caused you to feel this way.
We can ensure this isn't how we aim to treat or make our customers feel - if you'd like to raise this further, so our team can investigate please email customerrelations@virginmoney.com with more details, or you can use our online complaints form here: https://uk.virginmoney.com/service/complaints/
Thanks, Virgin Money
1 star? 😮
I can’t say I was surprised when I saw the majority of trust pilot reviews being 1 star.
It’s impossible to run a business with Virgin as your bank. Payments being blocked via bank transfers, debit cards blocked. It’s actually very difficult to try and spend any money to run your business.
I’d highly recommend seeking another bank to save the excruciating pain.
15 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Connor, thanks for taking the time to leave a review.
We're very sorry to hear of your experience and understand how frustrating it must be when payments are declined, especially when you're running a business.
Our security measures are in place to protect our customers - and our team is always on hand to ensure things run as smoothly as possible, but we do recognize the importance of making everyday banking as seamless as possible. We appreciate your feedback and will continue working on improving our service.
Thanks, Virgin Money
Worst banking experience ever
Worst banking experience ever, been trying to move money from my account over the past two weeks and every other transaction gets stop payment pending need to speak to the fraud team, payments leaving the same account and moving to the same account that was first fraud checked, absolutely diabolical situation to be in!
My advice to you would be avoid this bank like the plague, poor customer service, can’t speak to anyone over the weekend terrible terrible bank
8 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Simon, thanks for leaving your feedback today.
We're very sorry to hear that when moving money around your accounts these transactions are being stopped, we completely understand your feelings on the matter.
Our security measures are in place to help keep all of our customers accounts safe and secure. That said, we appreciate that this can sometimes impact genuine transactions, and understand your frustration.
You can always speak to our team as they may be able to offer additional support with this, and can find all of our contact information here:https://uk.virginmoney.com/contact/
Thanks, Virgin Money
Avoid at all costs, fraudulently charged fees and interest for a money transfer I did not request!
Virgin money took a direct debit from my account despite the balance being £0 and the direct debit being cancelled. When I went on their app I requested that this was refunded. They then proceeded to reverse the direct debit and send me a cash transfer charging me £25 for a transfer that I didn’t request. I complained to them 2 weeks ago and returned the money immediately to pay off their fraudulent cash transfer. I have had no response. They have since charged me £0.49 in interest on a fee that was only incurred through their error.
1 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Robyn, thanks for leaving your review.
I'm sorry that due to your direct debit reversing after the refund was processed, this has resulted in a unwanted money transfer that has now caused interest to be charged, we completely understand why this has left you feeling frustrated.
If you give our support team a call, they'll be able to sort this out for you no problem while they have you on the phone.
You can reach our team on 0800 011 3210, and they're free Monday-Saturday 8am-8pm and Sunday 10am-5pm.
Thanks, Virgin Money
Applying for an additional account via…
Applying for an additional account via the phone app. Gave up! Absolutely crap! Same with travel insurance! I am sure I am not the only customer who despairs at howbad the app is.
Imagine.. all the opportunities to make more money that they are missing out on because af a few third rate software writers!
13 June 2026
Unprompted review
Reply from Virgin Money UK
Good Afternoon Joe, thanks for stopping by to share feedback relating to your experience - we're sorry we've let you down, and you hold this opinion.
If you could link in with the relevant team over the telephone, they'll take a closer look into this issues you're encountering to iron them out.
All contact details can be located here: https://uk.virginmoney.com/contact/
Thanks, Virgin Money
I lost my card over 2 weeks ago
I lost my card over 2 weeks ago. I ask them to send me a new one. 3 days later they do. I go to activate it. The machine eats it. I phone them up and ask them to send me a new one. They tell me I have to wait 3-5 working days.
I wait those 5 working days. Nothing. I phone them up. Turns out they didn't send me a new card and so I have to ask them to send me another one.
It comes 2 working days later. Great, finally some good news.
But there is no pin. I ring them up, they tell me I have to wait 2-3 working days. I do, but to no luck. I ring them up again, they tell me I will have to wait 3-5 working days to receive the new pin.
I have been waiting a collective 17 days to be able to use a card. If I have to wait those 5 working days then it will be close to a month.
26 May 2026
Unprompted review
Reply from Virgin Money UK
Hi Isaac, thanks for heading over to give us this feedback.
We're really sorry to hear that the PIN hasn't arrived just yet, and that this has delayed the card being able to be used.
Once the PIN arrives, the card should work as normal for you moving forward.
If you have any further issues, or have any other questions or queries you need some assistance with, you can reach out to our expert team directly. You can find their contact number and opening times here: https://uk.virginmoney.com/contact
We hope the PIN arrives for you very soon, and the card works moving forward.
Take care, and have a great weekend.
Thanks, Virgin Money
Virgin Money; The Stone Age banking group.
Virgin Money - another week goes by without a debit card. The card expired on May 31. How does Virgin Money expect people to go about their business.
Have they never heard of next day delivery before 13:00?
Their processes are broken and useless. Look elsewhere for your bank needs.
Their response is a waste of time. They do nothing to improve their broken promises and processes.
12 June 2026
Unprompted review
Reply from Virgin Money UK
Good morning James - thanks for sharing additional comments.
Sorry you're still not in possession of the debit card.
Virgin Money
Application lost in the system
Applied for a Limited company business savings account, received an email with code to support additional queries for account set-up. Weeks passed no follow up call or email, phoned Virgin business account 12/06/2026 , no record of my application, mobile or company name on/ their system.
12 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Graham, thanks for bringing this to our attention.
Sorry to hear that you haven't received any follow-up regarding your recent application.
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 and Post Code with a brief outline of the exact issues you are having, alongside the reference of #81995, and we can take it from there.
We hope to hear from you soon.
Thanks, Virgin Money
Customer service
11 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Steve, thanks for taking the time to give this positive feedback!
We're delighted to hear that you've found the customer service to have met expectations.
We’ll continue working hard to provide you with the best possible experience.
Take care, and have a great weekend.
Thanks, Virgin Money
I have a business account
I have a business account. Apparently a customer paid me eight days ago. No money. Embarrassing, they may end up not having our product. I had a few times tried to speak to virgin, completely unhelpful said they can’t see the money. Said there may be a problem with their Swift number. Customer then sent me the proof of payment. With a code. Told that I could not get a call back for four days from virgin. Now the customer is going to have to retract the payment but apparently I have to get virgin to approve it. Then I get charged £20. Now I’ve got to send £7000 worth of STOCK out to a customer that hasn’t paid me yet as they needed it! I’ve given the UETR number to Virgin. No one can help me. I’m furious. Worried other payments aren’t coming through. I will be leaving the bank
11 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Deborah, Thanks for taking the time to make us aware of this.
We're really sorry to hear that you're having trouble with your Business account, and completely understand why this has left you frustrated, concerned, and feeling let down.
We understand that you have already, and acknowledge that you unfortunately did not receive the answers you were looking for, but do advise that you link back in with our team, as we know we will be able to help more with this, or be able to better advise options to help support you with this.
We look forward to hearing from you again for the chance to be able to provide the support you need.
Thanks, Virgin Money
Excellent customer service
I had trouble adding my Virgin Atlantic credit card to the wallet. I spoke with Jonathan who was superb and he sorted everything so patiently and professionally. I am exceedingly impressed.
11 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Gary, thanks so much for the amazing 5* review, we really do appreciate it.
We're so glad that to hear that Jonathan was able to provide such an amazing customer service which seems to have left a great lasting impression, as this is exactly what we aim to offer here at Virgin Money.
We will pass this on and make sure that Jonathan sees your kind words as I'm sure this will make their day.
If you do need anything else in the future, you know where to find us.
Thanks, Matthew
Terrible customer service
Terrible customer service. The website sends me round in circles, it gave me a number to ring and it just cuts me off before getting to speak to a person. My credit card hasn't arrived after more than 3 weeks and I can't even speak to anyone about it as the phone numbers won't connect! The automated line tells me to use the live chat feature on the app, but I need my card number to be able to talk to someone to tell them my card hasn't arrived. Where's the logic. Make it make sense!
11 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Simon, thank you for leaving your feedback.
I'm very sorry to hear that your Credit Card is yet to arrive which of course is delaying your access to the Mobile App, I completely understand why this would leave you feeling frustrated.
We also regret to hear that when calling our team the line keeps disconnecting. Perhaps you could try calling our App team instead as they'll also be able to find out the information you're looking for and get this sorted out for you.
You can reach them on 0800 328 3578, and they're available Monday - Friday, 8am - 6pm and on Saturdays 9am - 3pm.
We look forward to hearing for you so that we have the chance to rectify this situation.
Thanks, Virgin Money
Best Customer Service I've Ever Had 💖
It was a call that genuinely brightened up my day.
Andy (from Ayr, South West Scotland) didn't just get my problem sorted fast - he did so with a friendly energy and enthusiasm that has brightened up my day.
Rare to find such direct help, delivered with such warmth, passion and personality. I've got my card issue sorted, but I've now also got a TV show I intend to watch!
I never leave reviews, but had to here!
+++ Great job to Virgin for hiring passionate people with wonderful Scottish accents! +++
11 June 2026
Unprompted review
Reply from Virgin Money UK
Fantastic to hear from you, Harry!
We're always delighted to see a 5-Star rating drop in, alongside comments about Andy from Ayr! He's red hot when it comes to providing customers with amazing support. We'll make sure the feedback reaches him and I'm sure he'll remember your chat too :)
Have a wonderful day ahead and enjoy the recommended TV!
Thanks, Virgin Money
No hitches with e-take esaver
Had the double take e-saver for a bit. Didn't have any issues, and transfers in and out were pretty much instant as far as I can recall.
Never needed to use customer service, so can't comment on what it would be like if I had needed to speak to a human.
2 June 2026
Unprompted review
Reply from Virgin Money UK
Afternoon Mark, thanks so much for that 4-Star rating! We're always looking to improve so all feedback is taken!
We're delighted to hear you've had no hitches and a great experience with us when needing to withdraw funds, and really appreciate you stopping by to leave us a review.
Thanks, Virgin Money
2 complaints in 2 days...just shows you…
2 complaints in 2 days...just shows you the level of customer service at Virgin!
I Changed phone so had to verify access to the business account, to do this I had to ring up Virgin. After going through all the security questions the Virgin person then started to ask unusual / odd questions...he then suggested to drive to a ATM get a printed out statement come back ring them back up and tell them info on the statement! this is after going through all security questions. I put the phone down, rang back and went to another agent who did the usual security questions and bingo straight into my account. Well done Virgin for employing people who have no understanding of your security process and the value of customer service...another reason why will eventually move from this bank!!!
11 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Mark, we're so sorry you've had to log two complaints in the last two days.
If you've raised an official complaint in relation to this matter, and how it has been handled - it can take up to 8 weeks for our Customer Relations team to conduct a full investigation.
If our Final Response is not what you'd hoped for - you can take it further to the Financial Ombudsman Service for an impartial view, and this will all be explained in the correspondence we send.
You'll find our Complaint procedure here for your reference: https://uk.virginmoney.com/service/complaints/
We hope the matter is resolved to your satisfaction soon, and any future needs to reach over the phone are met with our usual high standards.
Thanks, Virgin Money
Waiting over 2 weeks for a reply from 6…
Waiting over 2 weeks for a reply from 6 emails and numerous calls to bereavement team.
Response promised and none given.
Making a bad situation even worse.
Truly shocking customer service.
** Still no response after following below advice 15/06**
1 June 2026
Unprompted review
Reply from Virgin Money UK
Good Afternoon Mr Hamill, thank you so much for bringing this matter to our attention - we're so sorry we've let you down especially during an already difficult time.
Could you email your name, address, contact number and the reference of #81970 to reviewhelper@virginmoney.com.
If you could also include details for us in order to track the account down (their name, address, contact number) that'd really help us get you to to the right place for assistance from our Bereavement team.
Thanks, Virgin Money
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.