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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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
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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
3.2
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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Easy to open account
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 response was 'I don't know'
June 25, 2026
Unprompted review
Reply from Virgin Money UK
Morning Vinny, thanks for taking the time to give this positive feedback about your recent Account opening!
We're disappointed to hear that you've found the customer service to bit hit or miss!
We’ll continue working hard to provide you with the best possible experience when reaching out in the future.
Please take care, and have a great weekend.
Thanks, Virgin Money
ISAs interest maturity ...Virgin deliberately make it difficult
When ISAs mature Virgin make it pitiful. No where do you want your interest to go...with your re investment or an easy access acc .NO I want it to go to my nominated Acc.
Why do I need to open another account to get my interest just to close the bloody thing!!! Why when I call cant the staff do it,otherwise what's the purpose of having a call centre!!! Oh no you have log back in and send a message which will be responded to within 3-5 days.
God knows why Nationwide took these clowns on ...it won't reflect well on their overall performance
Most banks keep it simple but Virgin make it as difficult as possible....totally useless
June 25, 2026
Unprompted review
Reply from Virgin Money UK
Morning Keith, thanks for heading this way to share your feedback about the maturity process.
We're sorry that it's not been as simple as you'd have hoped. It should be simple and we're always looking to improve getting any interest earned sent over to a nominated bank account. Usually there is a process for this when an ISA has an 08 sort code.
If you need any further help with your maturity please head over to one of our Social Media platforms like Facebook, X or Instagram where we can get you any other help needed!
Thanks, John
Yet again terrible service from this bank
I pay for my brothers Voxi sim account. He has left the country to retire and unfortunately removed and destroyed his sim without cancelling the account. I have the payment set up on my card. He also cannot access his online account as they send a verification text to his phone which obviously he doesn't have. So my route was to cancel my payment through Virgin but they refused and said I would need to take it up with company. However my understanding is that under the UK's Payment Services Regulations 2017, I have the right as the cardholder to withdraw my consent for a continuous card payment (sometimes called a Continuous Payment Authority or CPA). As this is a Continuous Payment Authority on my debit card under the Payment Services Regulations 2017 and the Financial Conduct Authority's guidance, I understand that I can withdraw my consent through my bank. So why won't they cancel it ?
June 24, 2026
Unprompted review
Reply from Virgin Money UK
Good Morning Carmel, thanks for bringing this matter to our attention - we completely understand why you'll be eager to ensure everything is taken care of correctly.
We're sorry you have concerns regarding the guidance you've been given from the team directly - let's check it over to ensure we're all on the same page.
Please email reviewhelper@virginmoney.com with the reference #82306, your name, address, contact number and a summary of your review - we'll take it from there.
Thanks, Virgin Money
First class service
First class service. The gentleman I spoke to over the phone was most helpful
June 11, 2026
Unprompted review
Reply from Virgin Money UK
Hi Pat, thanks for jumping over to give us a fantastic 5-star review!
It's wonderful to hear that you're happy with the service you received, and that our team has had such a positive impact.
Your review really made our day! Your feedback motivates us to keep improving and delivering the best for our customers.
We hope you have a great week, and take care.
Thanks, Virgin Money
Reply from Virgin Money UK
Great to hear from you, Sandie!
We love to see those 5*, thanks for stopping by.
Thanks, Virgin Money
Can highly recommend Virgin Money for a…
Can highly recommend Virgin Money for a business account. The application process was quick and easy and there are no charges unlike other major high Street banks
June 19, 2026
Unprompted review
Reply from Virgin Money UK
Hi Dawn, thanks for jumping over to give this glowing 5-star review!
We're delighted to hear that you've found the application process to be straightforward and quick, and that you're enjoying using your new Business account.
If you need any help in the future, you can find our contact number and opening times here: https://uk.virginmoney.com/contact/business/
Take care, and have a great week ahead.
Thanks, Virgin Money
If there was a minus star I would have…
If there was a minus star I would have chosen it. The worst bank in the UK by far. HORRENDOUS customer service. No fraud support and leaving customer on their own if they fall victim of fraudulent scams. Very long waiting times on phone with horrible beeping noise, then get cut off after 20 minutes of frustration.
May 8, 2026
Unprompted review
Reply from Virgin Money UK
Good morning, thanks for sharing your experience with us - we're so sorry you're unhappy with the way your fraudulent claims have been handled.
The security of your account is of the utmost importance to us, as is providing the necessary support during these times, and to read comments that don't reflect that is disappointing.
On occasions our lines can get exceptionally busy across the board, and I assure you all of our colleagues are working hard behind the scenes to pick up as quickly as they can - I can only apologise we kept you waiting longer than anticipated, and you got cut off in the first instance.
We hope you connected in the end, and the matter is resolved to your satisfaction soon.
Thanks, Virgin Money
Reply from Virgin Money UK
Hi Dennis, thanks for taking time out of your day to comment on your experience of setting up an account with us!
We love to see a 5* rating drop in with comments reflecting exactly what we aim for, and we hope you have a fantastic day ahead.
Thanks, Virgin Money
It's disappointing that you need to…
It's disappointing that you need to provide evidence of a fraudulent payment on a credit card by a written letter in the post , no email address. It's interesting that if it was important for virgin I very much doubt they would be asking for letters. Delays in receiving temporary credit to account until letter received and processed by virgin, Lloyds sort it straight away. Just move to Lloyds!
June 23, 2026
Unprompted review
Reply from Virgin Money UK
Good Afternoon Chris, thanks for getting in touch to comment on your recent experience.
Sorry to hear you were the victim of fraud - the security of your account is of the utmost of importance, and we can only apologise you're unhappy with our processes we use to investigate the matter.
We welcome all feedback, and your views will be shared with our Credit Card team.
Thanks, Virgin Money
Virgin should not use Optima Legal
Virgin should not use Optima Legal as their prescribed legal firm when remortgaging - they are woeful and it reflects really badly on Virgin
June 3, 2026
Unprompted review
Reply from Virgin Money UK
Good Afternoon Samantha, thanks for sharing your point of view and we're sorry you hold this opinion.
If you'd like to provide a summary of what's happened to help us better understand where you're coming from - please email reviewhelper@virginmoney.com and we'll relay this to the relevant team.
Thanks, Virgin Money
Awful
Awful. Unable to access my online account. fourty minutes later, the 'help desk' hung up on me.
June 22, 2026
Unprompted review
Reply from Virgin Money UK
Hi Jaspal, thanks for bringing this to our attention.
We apologise that you've been having some issues accessing your online Account, and that the line has disconnected when calling our team. This isn't the type of service we aim to provide.
We would recommend calling the team and escalating this to get to the bottom of your issue, and you can inform them of your previous conversation to have the lines checked.
You can try calling an alternative number here: https://uk.virginmoney.com/contact/
Thanks, Virgin Money
Failure to deal with missing money due…
Failure to deal with missing money due to a glitch at their end.
June 22, 2026
Unprompted review
Reply from Virgin Money UK
Hi John, thanks for bringing this to our attention.
We apologise that you've been having some issues due to a technical glitch, but our team can help get to the bottom of this for you.
You can find out opening times and contact details here: https://uk.virginmoney.com/contact/
Thanks, Virgin Money
Abysmal customer service passed from…
Abysmal customer service passed from pillar to post and important services non operational at weekends -not my job attitude
June 22, 2026
Unprompted review
Reply from Virgin Money UK
Hi Sid, thanks for taking the time to leave feedback.
We're very sorry to hear of your experience - this certainly isn't the level of service we aim to provide to our customers.
Our service is something we continually are working on, and can only apologise for any frustration for not being able to contact our team. We hope you've now been able to speak with them - but if there is anything you'd like us to look into, please don't hesitate to reach out on any of our social platforms. Our handles can be found at the bottom of our 'Contact us' page: https://uk.virginmoney.com/contact/
Thanks, Virgin Money
I phoned virgin money to replace my card.. d…
I phoned virgin money to cancel my card and order a new one as I had miss placed it.. The call handler I spoke to (Richard) was extremely helpful and reassuring as I explained I have adhd and can get a bit flustered.. He remained kind helpful and relatable, and the phone call was made easy and I did what I was on to do.. Thankyou.. Although I do find some call handlers in the past did not know how to speak to Neurodivergent individuals, but this has proven to me that people who take time to understand are the best.. But as I say still alot of miss understanding unfortunately.
June 22, 2026
Unprompted review
Reply from Virgin Money UK
Hi Caroline, thanks for taking the time to leave such a great review.
We're really pleased to hear that Richard provided such kind, patient and supportive service, and helped make the process easy for you.
Creating an inclusive and supportive experience is something we’re continually working on, so your feedback on this is much appreciated and certainly helps us to continue improving.
Thanks, Virgin Money
Money not received in account
Was sent money from a friend who used faster payments from his UK bank account early yesterday morning and it is still not in my virgin current account, I messaged the chat agents 3 times I was told it would be resolved by then end of the day as they have a backlog of payments to process then I was told it would be done by 9-10 pm then I was told they can't tell me if it would even clear at all it's now Monday and I'm still waiting.... What sort of bank Is this as this is the 1st time I have used it to receive a payment and this happens is this normal for virgin to operate in such a poor way I was under the impression they were a reputable company and bank but this is pretty poor.
June 21, 2026
Unprompted review
Reply from Virgin Money UK
Hi there, thanks for taking the time to leave feedback.
We're so sorry to hear about the delay in this payment - this certainly isn't the experience we want for our customers.
If that's still not come through, it would be best to contact our team on 0800 121 7365, they're available Monday - Saturday 7am till 9pm and Sundays 10am till 5pm and can take a closer look.
Thanks, Virgin Money
Highly Recommended
Easy application. I thought I would have to wait 24 hours for approval, but it was instant.
The balance transfer fee was extremely low. How could I say no!
June 4, 2026
Unprompted review
Reply from Virgin Money UK
Hi Elizabeth, thanks for your fantastic feedback.
We're really pleased you found the application quick and the offer appealing - exactly how it should be!
Thanks, Virgin Money
I cannot access my accounts online
I cannot access my accounts online. The online system just sends me round in circles again and again. I have been trying to gain access for many weeks and still can't. After contacting Virgin money and explaining the issue, I was told to do exactly what I have been doing for weeks, and basically dismissed. Absolutely ridiculous!!!
June 21, 2026
Unprompted review
Reply from Virgin Money UK
Hi Beverley, thanks for heading over to give this feedback.
We're really sorry to hear that you've been unable to access your accounts online.
So that we can get you pointed in the right direction to get this sorted, if you'd like to head to our social media platforms of either X, Facebook or Instagram and send us a DM with a brief summary of your query - we'd love to have a chat about this.
We'll be waiting to discuss this further if you want to, but would mention we'd not have any Account access over there ahead of time.
Thanks, Virgin Money
Total waste on time.
Total waste on time.
This bank has to be a joke? The sign up process was like pulling teeth and after a month of back and forth nonsense phone calls and lack of phone calls, we're still not set up properly.
The App, if that's what you can call is by far the worst I have EVER used.
Do not waste your time with this circus.
June 21, 2026
Unprompted review
Reply from Virgin Money UK
Hi Pete, thanks for jumping across to leave this review.
We're sorry to hear that the sign-up process hasn't been as straightforward as expected.
We aim to provide a clear and efficient application process, so it's disappointing to see that we've fallen short of this here.
So that we can take a closer look and support in getting this sorted, we'd recommend giving our expert team a call. You can find their contact number and opening times here: https://uk.virginmoney.com/contact
Once you get in touch, a member of the team will be on hand to support you in getting this all set up.
We hope this is resolved for you soon.
Thanks, Virgin Money
Absolutely horrendous servicr
Absolutely horrendous dealings with this bank today. Made a transaction to a reputable building supplies company and a block was put on my card. Received a text message to tell me to ring a number of their fraud section. 5 times I attempted to get through to them. Each time I was waiting in a queue then after 25 minutes an automated message to say no-one available and was cut off. Hours wasted. Then I went through a different route to the one given spoke to someone in fraud who said they could only deal with the bank account fraud not the card so they would transfer me. 40 minutes later the call was answered and after a barrage of security questions, waiting whilst they put me on hold to do something to raise the block was eventually told they couldn’t take the block off and would have to cancel the card and send me a new card and pin which would take 3 to 5 days, unbelievable - they block you and can’t unblock you. So I am now without a card to use for payments, subscriptions and regular payments that are set up on that card are now at risk as they won’t be paid. What a terrible service. I was asked twice if I wanted to complain which sounds to me that this is a usual pattern for them. Come back days of Yorkshire Bank or seeing any chance of improvements now they are nationwide. I would advise anyone not to use this back until they get their act sorted this is not the host time I have had issues with them,
June 20, 2026
Unprompted review
Reply from Virgin Money UK
Hi Carmel, thanks for heading over to provide this feedback.
We're really sorry to hear that the experience you've had with us so far hasn't quite met expectations.
Keeping our customer's accounts safe is very important to us, so there can be times where a block can be placed which would stop the use of the card, and we may need to reissue a card. This is done to ensure that the account is kept safe and secure, and we can only apologise for any inconvenience caused by this happening.
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
Worst Bank bank . Don’t go with them
I have been a customer of Virgin Money for 6 years, but after this experience I will be moving my banking elsewhere.
Money has continued to be taken from my account even after I cancelled the subscription with the company involved. I contacted the company directly and they confirmed that I no longer have an active subscription and that they have not received any payments. Despite this, Virgin Money has been unable to stop the payments from being taken from my card.
As a customer, I expect my bank to help protect my money and resolve unauthorised or incorrect payments quickly. Instead, I have been left frustrated and disappointed. After 6 years of banking with Virgin Money, this experience has seriously damaged my trust in them.
June 18, 2026
Unprompted review
Reply from Virgin Money UK
Hi Muhsen, thanks for getting in touch to share your feedback with us - we're sorry that you've had some trouble cancelling down the subscription - this sounds very strange, and certainly requires further investigation.
Please email reviewhelper@virginmoney.com with the reference #82165, your account type, name, address, and contact number and we'll take a closer look.
Thanks, Virgin Money
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