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
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Review summary
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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
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Renovate before applying to Virgin Money for renovation funds
Virgin Money only seems to lend funds for renovation on properties with no blemishes. Whilst has responded quickly to the post, we have already launched an appeal.
May 7, 2026
Unprompted review
Reply from Virgin Money UK
Hi there, thanks for your review.
We're really sorry that our lending criteria felt restrictive during your renovation process and for any disappointment this caused.
When assessing applications for funding, we are required to look into a number of factors - So our team can take a closer look into this could you please send over an email to reviewhelper@virginmoney.com including your full name, postcode, contact number and the reference #80941.
Thanks, Virgin Money
Terrible can get through to anybody and…
Terrible can get through to anybody and nobody calls back. They are more worried about passcodes than anything else. Just cut off my service because of an old tivo box with no warning at all. Now no service and waiting what a disaster. With the greedy muppet at the top no surprise.
May 7, 2026
Unprompted review
Reply from Virgin Money UK
Good Afternoon Maurice, thanks for stopping by.
Just to ensure we're on the same page - it it Virgin Media you're reviewing as this is the page for Virgin Money Bank?
Thanks, Virgin Money
Reply from Virgin Money UK
Good afternoon Mr Abraham,
Thank you for taking the time to share your experience.
We're extremely proud of the exceptional service we aim to deliver, and it's great to see that being recognised in customer reviews.
Take care and have a lovely weekend!
Thanks, Virgin Money
Locked out of my account and their…
Locked out of my account and their website gives me no way of re setting my access and no way to make a complaint other than phoning a call centre or writing a letter, one of which will drain my soul of energy and the other will cost me money to prove it was sent and received. Meanwhile, no communication from them ever, which is a bit concerning given the feedback from others on this sight about fraud. Exhausting company to deal with, so please don't.
May 6, 2026
Unprompted review
Reply from Virgin Money UK
Hi there, thank for your feedback, we really do appreciate it.
We're sorry that you've been left feeling disappointed, and are still locked out of your account, we completely understand how frustrating this must be for you.
If you give our support team a call, they'll most definitely be able to check your account, find out what's going on, and help get you back on.
You can find a list of our teams contact numbers here: https://uk.virginmoney.com/contact/. Just select which type of account you have, and give us a call so that we can offer our support with this.
We hope to hear from you soon.
Thanks, Virgin Money
My complaint is about Virgin Atlantic…
My complaint is about Virgin Atlantic Credit Cards (now owned by Nationwide) I made a small £300 claim against them regarding a booking through Easyjet holidays. The five star hotel was low standard with birds flying around the dining rooms (very unhealthy) and flies around open food containers. Also the toilet in our 'luxury' room was broken & wouldn't flush. The hotel acknowledged its failing in writing and yet Virgin Atlantic Credit card refused to consider payback on the basis of 'Service issues' They did not deal with our emails or video evidence and made us go through various hoops all to no avail by 'passing the buck' Very disappointed in their lack of customer service and responsibility
April 21, 2026
Unprompted review
Reply from Virgin Money UK
Hi Alan, thank you for taking the time to leave your review today.
We're so sorry that when raising your dispute, you feel that we've let you down, and the correct outcome was not reached.
Should you wish to make a complaint in relation to this, you're welcome to do so. and can raise this by using this link:https://uk.virginmoney.com/service/complaints
If you'd prefer to speak with our support team to discuss your claim further, you can reach us through the 'Live chat' feature on your Credit Card Mobile App, or by calling us on on 0800 011 3210, where we're free Monday-Saturday 8am-8pm and Sunday 10am-5pm.
Thanks, Virgin Money
I spoke to Ian about setting up a direct debit. He was so helpful even to the extent of recommending charities in support of my bereavement and my impending tril to Ghana to bury my two brothers who d
Ian displayed a high degree of customer care when asked to set up a direct debit while I travelled home to Ghana to bury my two brothers who had died within a period of 2 months.
May 6, 2026
Unprompted review
Reply from Virgin Money UK
Hi Alice, thank you so much for the amazing review, we really do appreciate it!
We're so sorry to hear about the passing of both your brothers, especially with it being within such a shot period of time. We can't imagine how difficult this must be for both you and your family.
It's great to hear that when dealing with Ian, they were able to provide such amazing support, made you feel comfortable, and even make some suggestion that may be able to help you during this time.
If there's ever anything else you do need, please don't hesitate to get back in touch.
Thanks, Virgin Money
Don't use for business as your money is…
Don't use for business as your money is not safe!
Had 2 fraud payments taken from my account and the fraud team did nothing to help or try and get my money back.
I have now closed my account and they weren't even bothered about that!
April 29, 2026
Unprompted review
Reply from Virgin Money UK
Hi Matt, thank you for your review.
We're sorry to hear that there was fraud on your account, and that your experience with our team hasn't met the standards you expect, or that we aim to deliver. We'd like the opportunity to put this right.
So that we can take a closer look into this for you, please email your full name, address, post code, and contact number to reviewhelper@virginmoney.com with the reference #80907.
We look forward to hearing from you soon.
Thanks, Virgin Money
Had my Yorkshire account over 30 years…
Had my Yorkshire account over 30 years and Virgin have ruined the app and ability to use my account. Constant outages and now just up and sold to nationwide. Terrible company
May 5, 2026
Unprompted review
Reply from Virgin Money UK
Hi Alex, thanks for heading over to give us this feedback.
We're really sorry to hear that you feel the App has been ruined, and that the ability to manage and use your account has been impacted from this.
We can assure you that this is not what we intended, and can only apologise for any inconvenience caused by issues with the App.
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/ in the meantime.
If you'd prefer to speak with our expert team, to see if there is a fix we can provide to get everything back up and running for you, you can find the contact number and opening times here: https://uk.virginmoney.com/contact
We hope this is sorted for you soon.
Thanks, Virgin Money
Virgin Installment Plans - AVOID
Virgin Installment Plans look good, but trying to understand what you need to pay when you include purchases is the most confusing and frustrating experience, not helped by very poor customer service.
My example -
If you have £500 in installment plans at £100 per month as well as purchases of £600 for a particular month the app advises that you have a minimum payment of £XX and a total statement balance of £1,100.
The total statement balance is not correct as installment plans are included, so trying to work out what to pay without incurring interest payments is impossible.
I spoke to an agent, they gave me an amount, I paid it and then i get charged interest the following month as clearly the amount was incorrect..
May 5, 2026
Unprompted review
Reply from Virgin Money UK
Good afternoon, thanks for taking the time to provide this feedback.
We're sorry to hear that you've had interest charged, and it's disappointing to see that the experience you've had with our team hasn't quite met expectations.
You can check the balance breakdown on your Statements. In this section, it'll show how much of the balance is in each part - for example, it'll show Purchases, Promotional Balances and Instalment Plan balances each separately - you can find this on your Statements, under "Your Interest Explained". This is usually found on Page 4.
If you reach out to our Credit Card experts over on Live Chat, they'll be able to take a closer look into the interest to see why this has happened. To speak with them, head into the Credit Card App, tap on Support and choose the option to Chat. They're available on Monday to Friday from 8am to 6pm, and Saturday from 9am to 3pm.
Alternatively, you can call the team on 0800 328 3579. They're also available on Monday to Friday from 8am to 6pm, and Saturday from 9am to 3pm.
Thanks, Virgin Money
Disrespectful and rude
They tried to give a less bank-y more coffeeshop atmosphere to their business but seems to me they leant way too much on the latter and forgot all about banking. The staff members on Birmingham High Street are extremely rude and argumentative for no obvious reason, especially the younger ones. Don't even approach unless you're trying to show your child about how to open a bank account or giving the impression of it, go to a genuine bank like barclays, Lloyd's or hsbc(yes even them)otherwise its all just appearance. Even monzo, suits me or the private prepaid Mastercard providers act more like a bank than virgin money and take their customers more seriously or atleast more polite. If you don't want to be talked down upon, insulted and treated like as if they're doing you a huge favour by talking to you, especially by someone half your age and when you summon all the politeness in you to handle their low-self esteem rooted attitude problem, yet still consistently face the same behaviour, pick another bank.
March 19, 2026
Unprompted review
Reply from Virgin Money UK
Morning Berg, We are sorry to hear that the experience you've had with our Birmingham Branch hasn't been positive, but we can assure you that this is out of the norm.
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/ in the meantime.
Thanks, Virgin Money
Slow
Slow, over complicated and weeks later not really any further forward.
April 5, 2026
Unprompted review
Reply from Virgin Money UK
Morning Lyall, We're so sorry that the process has been slow and over complicated.
We'd like to take a further look into this for you to understand what's gone wrong, could you please send us over an email to reviewhelper@virginmoney.com with the reference of #80854
Please include what type of account you hold with us, as well as your full fame, mobile and post code with a brief overview of the exact issues you've already mentioned here.
We hope to hear from you soon and will be ready to help find you a fix.
Thanks, Virgin Money
Phoned customer service 4 times never…
Phoned customer service 4 times never got any help customer service advised me to hang up and call again as they did not have access to my account!!!
Gave up after 4th call, why call it customer service if limited access.
Now actively looking for new bank where
customers matter.
Was contacted by Virgin Money and advised to contact them through social media…….. I am 70 and don’t do social media!!!!!!
After some serious research found the
Virgin Money Chief Executives email
chris.rhodes at virgin money.com
Have sent Chris a email as don’t have social
Media anyone in the same boat might want to do the same.
May 1, 2026
Unprompted review
Reply from Virgin Money UK
Hi there, we're so sorry that you've experienced this when looking to get some help from one of our teams over the phone.
In order to understand a little more about why you've had this service which is out of the ordinary. If you could please head over to one of our social media platforms on X, Facebook or Instagram.
Send over a private message quoting #80848, and we'll continue chatting over there and get you all the help needed to resolve this one!
Hopefully we speak soon.
Thanks, Virgin Money
Reply from Virgin Money UK
Good morning John, thanks for coming over to leave a 5* review.
It's lovely to hear you've found the process straight-forward and quick, and we're glad that you've chosen to join us.
Have a great day ahead.
Thanks, Virgin Money
Went to the Leeds City Centre branch…
Went to the Leeds City Centre branch today Excellent Customer Service, I went to pay a cheque in I asked someone to help me as I was not sure about paying the cheque in,all the staff are very helpful
May 2, 2026
Unprompted review
Reply from Virgin Money UK
Hi Susan, thanks for your 5* review!
We're delighted that our Leeds branch team were able to help with this and provide the service we aim for.
We really appreciate your feedback and hope you have a lovely rest of your weekend :)
Thanks, Virgin Money
Reply from Virgin Money UK
Hi Gemma, thanks for the 5-star feedback.
We're delighted you feel this way - it truly makes our day!
Please take care and enjoy the weekend sunshine :)
Thanks, Virgin Money
All in all the service provided by…
All in all the service provided by virgin money is rubbish, don’t want to go into details but they are rubbish…
May 2, 2026
Unprompted review
Reply from Virgin Money UK
Hi there, thanks for the review.
We can only apologise for the experience you've had and any frustration this has caused you.
If you'd like to raise this further for our team to investigate, you can do so here: https://uk.virginmoney.com/service/complaints/ or by emailing our team at customerrelations@virginmoney.com.
Thanks, Virgin Money
Online registration problems
I recently registered Power of Attorney with Virgin Money with a view to managing my brother’s VM accounts for him. He has learning difficulties and is not tech savvy at all. I applied for online banking and have been struggling for three weeks now to register. This is despite numerous (at least 5) calls to the support team. The problem appears to be the activation passcode, which has to be mailed to me (despite being successfully registered for telephone banking). I have made several requests for this and nothing has arrived from VM for at least two weeks. I am at my wits end with this as I need to access his account to manage his money. I thought this would be straightforward as promised by the staff at the branch.
April 30, 2026
Unprompted review
Reply from Virgin Money UK
Afternoon Alex, we're so sorry that you've experienced this and it's the last thing we'd want to see when heading this way to respond to our reviews.
In order to understand a little more about the type of Accounts you've registered Power of Attorney on and what process' are in place. if you can, please head over to our social media platforms on X, Facebook or Instagram. Drop us a private message quoting #80755, and we'll continue chatting over there.
We'll get you towards any help needed from there.
Hopefully we can speak to you soon.
Thanks, Virgin Money
The worst customer service I have…
The worst customer service I have experienced from a bank. I submitted a mandate for a change of details. I was told it would take a week to process. Over 2 weeks later, nothing. I have called daily this week and used in-app chat, spoken to 5 different agents who each promised me someone would call back the next day Every day the same - noone does. A simple request has now become a serious issue due to failure to process. I understand delays happen, but the lack of response is unacceptable.
May 1, 2026
Unprompted review
Reply from Virgin Money UK
Afternoon Judith, thank you for taking the time out of your day to leave your review.
We're so sorry that the process hasn't been followed as you'd hope and it's taken more than one attempt to reach out to the team to resolve your change of details.
We'd love to take a further look into this for you, and just so we can do this could you please send us over an email to reviewhelper@virginmoney.com with the reference of #80750 - including what type of account you hold with us, as well as your full fame, mobile and post code with a brief outline of the exact issues you've already mentioned here.
We hope to hear from you soon and will be ready to help fix this!
Thanks, Virgin Money
Loss of interest When they merged l had to close one…
When they merged l had to close one account down and lost a lot of interest in the whole process they said l could claim compensation and was offered £28 when l lost hundreds of pounds took weeks to file my complaint and then told it was my fault there a total shambles never again will l go near this crowd
May 1, 2026
Unprompted review
Reply from Virgin Money UK
Hi Leslie, thank you for your review.
We’re sorry to hear about your experience when closing your account and that this has led to you losing interest. This certainly isn’t the level of service we aim to provide.
If you’ve already logged a complaint, please be aware that our team can take up to 8 weeks to complete a full investigation and provide an outcome. If you’ve received our final response and remain unhappy with the outcome, you are entitled to escalate your complaint to the Financial Ombudsman Service. You can find more information about this process here:
https://uk.virginmoney.com/service/complaints/existing-complaint/
Thank you for taking the time to share your feedback.
Thanks, Virgin Money
Avoid Virgin Money now Nationwide
Having been with Virgin Business for six months we are now regretting it. Firstly it was still Virgin now nationwide .
We have been blocked out of our business account owe money and cannot pay. Tried sending message no options on their website. Finally managed to get through to customer services and the woman was extremely rude accused us of not knowing our details (name, address, DOB, business name) and because we did not understand she hung up. Disgraceful . Cannot link our bank with digital tax so going to have to report to HMRC and cannot speak to anyone,
April 30, 2026
Unprompted review
Reply from Virgin Money UK
Morning Nicole, we're so sorry that you've had to take time out of your day to head this way to leave a review about the experience you've had.
In order for us to escalate this matter further to the relevant Business Team, please email reviewhelper@virginmoney.com with the reference #80725, followed by your name, address, and contact number.
We'll get this passed over to them to be fixed for you, and look forward to your email!
Thanks, Virgin Money
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