customer services were great and very helpful but online processes are not user friendly and take up far more time than they should. I ended up filling in one form by hand.
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Review summary
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We needed to open a bank account for a new charity - Virgin Money are one of the few banks to still offer these. The application process was straightforward, and fairly quick and once we'd submit... See more
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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
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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
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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
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Replied to 98% of negative reviews
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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.
September 7, 2026
Unprompted review
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.
September 7, 2026
Unprompted review
Reply from 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.
September 1, 2026
Unprompted review
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.
July 2, 2026
Unprompted review
Reply from 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
September 5, 2026
Unprompted review
Reply from 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!!!
September 5, 2026
Unprompted review
Reply from 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.
September 4, 2026
Unprompted review
Reply from 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.
August 28, 2026
Unprompted review
Reply from 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
Tried to claim chargeback of £35.91…
Tried to claim chargeback of £35.91 from Virgin as an online clothing company Jessicabybee were not transparent and issued goods but were not fit for purpose. Virgin happy to trade with such companies as its reviews clearly state their practices. Virgin has sided with the company, given them the money back without any further correspondence with me. Needless to say I will be closing my Virgin credit card tomorrow. Plenty of other great financial companies out there!
September 2, 2026
Unprompted review
Reply from Virgin Money UK
Good morning, thanks for taking the time to give this feedback.
We're really sorry to hear that this has happened, and that you'll be looking to close the account.
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.
Our expert team would then investigate the situation fully, and provide you with an update at each stage of the Complaint process. You can also find more information relating to our Complaints' procedure over here: https://uk.virginmoney.com/service/complaints/
We hope this is resolved to your satisfaction soon.
Thanks, Virgin Money
Slick
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 difficult was the offer via money saving expert...i couldn't see advertised via the virgin site direct... this could actually be the case... but.. i wasnt sure and ended up just going via money saving expert
September 3, 2026
Unprompted review
Reply from Virgin Money UK
Hi Katie, thanks for giving us a glowing 5-star review!
We're delighted to hear that you've found the process of opening, registering and accessing the new Credit Card to be straightforward and easy. Ensuring our processes are quick and easy to follow is important to us, so it's great to see we've achieved that here.
If you need any help with your Credit Card in the future, our team is available through Live Chat in the App via the "Support" 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.
Alternatively, you can call our Customer Services team on 0800 011 3210. They're available on Monday to Saturday from 8am to 8pm, and Sunday from 10am to 5pm.
It's great to have you with us.
Take care, and have a great weekend.
Thanks, Virgin Money
Why did I sign up, why
After having experienced the worst customer service in the history of customer services with Virgin Media I stupidly signed up for a virgin money credit card.
And guess what?
It won't let me set the up or gain access to my new account. Absolute useless.
Is there anything virgin can do successfully, utter crap and I should have known better.
Need to ring tomorrow to start the journey from hell. Wish me luck.
September 3, 2026
Unprompted review
Reply from Virgin Money UK
Hi Wayne, thanks for heading over to give this review.
We're really sorry to hear that you haven't had any luck with getting the new card registered for the App so far.
In order to get the correct support for this, you would just need to call our Mobile App team on 0800 328 3579. They're available on Monday to Friday from 8am to 6pm, and Saturdays from 9am to 3pm.
Once you get connected, our experts will be on hand to get you registered, and they'll be able to answer any other questions or queries you may have.
We hope this is all sorted for you soon.
Thanks, Virgin Money
By far the worst customer experience I…
By far the worst customer experience I have ever had with any bank, by a very long way. Fall short on basic expectations in every single way. Avoid. I will never bank with virgin again and will avoid any related services/companies.
April 1, 2026
Unprompted review
Reply from Virgin Money UK
Hi Joe, 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.
Should you wish to log a complaint, you can do so here: https://uk.virginmoney.com/service/complaints/
However, we'd appreciate if you would give our team a chance to escalate this and restore some faith. You can use our Live Chat in our App, or find our details and opening times here: https://uk.virginmoney.com/contact/
Thanks, Virgin Money
Insulting Indifference
In three calls, i received the cursory
"Im very sorry about this" thats not meant, I explained a very sensitive piece of information which is being dealt with through a lawyer and court judge (who asked me to call to request a letter confirming the information the judge held)q
I was told that I had the wrong security details and needed to go to branch.
On explaining that my details had been the same for 24 years, and that -
I was providing the advisor with 2 sort codes and account numbers,
I was giving the bank details of 2 lump sums.
I was providing the dates, I only needed a paragraph explaining this.
I explained illness that caused me to give up a £44k job...They were not interested. The same 'fixed' sentences rolled from their tongues.
I explained that I lived alone, no friends or family, doctors came to my house - they kept repeating
"You need to go to branch"
This is absolutely insulting and demeaning. They then kept me on the phone for 4o minutes (the third advisor in a row), I had to hang up.
One day they may be as ill as I am after working non stop with chronic illness for 40 years, they may be left alone with no family or friends and be too seriously ill to come out of the house...i just hope someone believes them. An absolute disgrace tk be treated in this way after being honest and genuine.
September 2, 2026
Unprompted review
Reply from Virgin Money UK
Hi Lizzie, thanks for heading over to give this feedback.
We're really sorry to hear that this has happened.
It sounds like it's been a difficult time for you, but we're keen to help in getting this sorted.
So that we can do this, please get in touch with us securely. You can find our contact number and opening times to reach us here: https://uk.virginmoney.com/contact
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 resolved for you soon.
Thanks, Virgin Money
Easy to apply for creadit card and…
Easy to apply for creadit card and Virgin Money alway offer a good deal.
August 19, 2026
Unprompted review
Reply from Virgin Money UK
Hi Ali, thanks for opening a Credit Card with us!
We're glad to see you're no on board, and making the most of our great offers.
Be sure to download or 'Virgin Money Credit Card' App for a more, on-the-go, banking experience.
Please take care and have a lovely day.
Thanks, Virgin Money
Idoits I've chargf me 3.49ninr letters…
Idoits I've chargf me 3.49ninr letters I got
September 1, 2026
Unprompted review
Reply from Virgin Money UK
Hi James, thanks for leaving us a review.
We apologise for any concerns the letters may have caused, as this isn't the type of customer service e aim to provide.
We'd recommend calling the team directly to discuss this with the number that should be provided on the letter itself. If not, you can find out contact details and opening times here: https://uk.virginmoney.com/contact/
Thanks, Virgin Money
Poor Complaint Handling and Lack of Transparency
Following a fraud incident, I provided detailed evidence and requested a senior review of Virgin Money's decision. Despite raising specific concerns and asking reasonable questions about the investigation, I received little meaningful explanation beyond confirmation that the original decision would stand.
The responses felt largely procedural, with limited engagement on the evidence provided or the concerns raised. Requests for further clarification resulted in being referred to the Financial Ombudsman Service rather than receiving substantive answers.
My main disappointment was not the outcome itself, but the lack of transparency and the way the complaint was handled. Based on my experience, I have little confidence in Virgin Money's complaint resolution process.
September 1, 2026
Unprompted review
Reply from Virgin Money UK
Good afternoon, thanks for heading over to provide this feedback.
Ensuring our customer's accounts are kept secure is important to us, and we're really sorry to hear that the response you received to the recent complaint hasn't quite met expectations. As well as this, it's disappointing to see that the experience you've had with us has led to you losing confidence in our complaints process.
If you are still unsatisfied with the final outcome of your complaint, the next steps would be to raise this with the Financial Ombudsman service for further independent review.
They'll be able to investigate the situation in full, and work towards a resolution that you are satisfied with.
We hope this is sorted for you soon.
Thanks, Virgin Money
Appalling customer service
Appalling customer service. Blocked money transfers within days of offer period ending. App locked too. Called fraud team (who have minimal English and terrible attitudes) and spent ten minutes answering every conceivable security question only to be told that 'unfortunately' we cannot approve the transfers or unlock the app, someone will call me within five working days. Conveniently after the offer period ends. I'll be taking my business elsewhere. Awful...
August 31, 2026
Unprompted review
Reply from Virgin Money UK
Good morning, thanks for taking the time to provide this feedback.
We're really sorry to hear that the Money Transfer hasn't quite gone through as expected, and the App hasn't been working for you so far which has led to you looking to move elsewhere.
Keeping our customer's accounts safe is important to us, so there can be times where transfers may be stopped for further review. With this one, our expert team will be in touch within 5-working days to go over the next steps from there.
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 sorted for you soon.
Thanks, Virgin Money
The worst
The worst. Absolute dreck. Unuseable. They suck. The worst.
August 29, 2026
Unprompted review
Reply from Virgin Money UK
Hi Ben, thanks for getting in touch today to share your feedback - we're sorry to hear you feel this way.
We're keen to understand what's lead up to you leaving your comments, in order to see if we can help turn things around.
Please head over to our social media channels on X, Facebook or Instagram so that we can gain a better understanding of the situation by entering into a conversation - just quote #83813 so we can tie everything together.
Alternatively, if that's not an option you can email your name, address, contact number, and the same reference to reviewhelper@virginmoney.com and we'll see you over there.
Thanks, Virgin Money
0/10 for Customer Service
Their customer service is appalling. As a new business customer I’ve been lied to on 2 occasions.
Their chat function is not fit for purpose. The staff are clearly untrained in bank processes. On both occasions they advised they would get in contact and confirm via email but failed to do so.
This was after the onboarding fiasco where they inexplicably added a confirmation mobile number to my account which held up the process. They were unable to ascertain why this happened.
There are better business bank accounts out there (although not RBS, Bank of Scotland or Starling - part of my business is dealing with business banks).
***Update***
Upon outing them on Trustpilot I get a quick response to contact them. Too late…. I’ve already submitted an official response via email.
The amount of time I’ve invested on this bank is astounding. They are losing market share to the new internet-based banks for this precise reason - terrible customer service.
So I’m not interested in liaising with some bog-standard email inbox.
August 25, 2026
Unprompted review
Reply from Virgin Money UK
Good morning John, thanks for sharing details of your recent experience - we're sorry you're feeling let down by the way your Business Banking account has been handled so far - totally understand where you're coming from.
We're keen to take a closer look into this in order to turn your experience around. For us to get started, please email your name, address, contact number and the reference #83810 to reviewhelper@virginmoney.com and we'll take it from there.
Thanks, Virgin Money
Worst Bank on the Planet!
I notice that 64% of people who have left reviews here have given Virgin Money one star and that does not surprise me in the slightest. It appears to be run by school children and not very bright ones at that. Their CEO appears to be the CEO of numerous banks but don't waste your time writing to her, as any communications are simply passed to "The team" who simply repeat their bureaucratic speel over and over again without giving proper explanations of why they arrived at their decisions. I'm not sure what happened to 'the customer is always right' slogan but I'll assume the majority of Virgin Money's employees have never heard of it before. As someone with a disability, I have been trying to close my account and have the balance sent to me for weeks now but they are unable and unwilling to do this, which I perceive as theft. The worst bank on the planet!
June 28, 2026
Unprompted review
Reply from Virgin Money UK
Good morning Faye, thanks for bringing this matter to our attention - we're terribly sorry you hold this opinion of us following the unsuccessful closure of your account.
We're keen to look into this for you in order to hopefully turn your experience around, but we'll need a little more to go on. There could be a variety of things happening behind the scenes we're not aware of, and we'd need to gain a better understanding to step in.
Please email reviewhelper@virginmoney.com with your name, address, contact number, and the reference #83801. A summary of what's happened so far will also be beneficial, and we'll meet you over there.
Hope that's okay.
Thanks, Virgin Money
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