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
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
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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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Customer service
June 11, 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
June 11, 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.
June 11, 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!
June 11, 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! +++
June 11, 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.
June 2, 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!!!
June 11, 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**
June 1, 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
Possibly the most infuriating bank ever…
Possibly the most infuriating bank ever to try and communicate with, and when you do their systems are made not to be customer friendly. I've been trying to switch out now for three months and obstacles put in the way constantly. Avoid this bank if you value your sanity....
June 11, 2026
Unprompted review
Reply from Virgin Money UK
Afternoon George, thanks for heading this way to raise this in a review.
We're sorry when you've been attempting to communicate with us, it's not been as you'd expect. We'd love to turn this around and get you all the help needed today.
In an attempt to turn your experience around, please email reviewhelper@virginmoney.com, with your name, address, contact number, and the reference #81966, and we'll escalate this over to the relevant team for review.
Thanks, Virgin Money
Locked my business account on a Friday…
Locked my business account on a Friday because they spotted a suspicious transaction. Guess what the transaction was? A payment directly from HMRC with ref VAT Refund.
Admittedly it was larger than usual so I can forgive the "computer" for automatically flagging it up.
But I cannot forgive that 6 days later, with my suppliers thinking I am messing them around, that the only human response I have gotten once in email (I've emailed them 5 times) and on the phone is : we are waiting for the frauds team to get back to us.
For the rest silence, no indication at all of what sort of time frame to expect to hear from them...
Judge for yourself if you want to find yourself in such a situation, from one second to the next being locked out of your account with no inkling about what is going on , what you can do to resolve their query, when you might hear from them ...
When in my frustration I asked the lady on the phone if I can close my account she said: yes , after your account is cleared by the fraud team, but you have you go into branch to close an account.
Is that a joke?!
Nearest branch to me is about 120 miles away!
I didn't have to go in there to open the account...
June 5, 2026
Unprompted review
Reply from Virgin Money UK
Hi there, thanks for sharing your point of view - we're sorry you feel this way, and that the process you're currently experienced hasn't been as quick and seamless as you'd hope to get your account back on track!
Let's have the Business team take a closer look. Please email your name, address, contact number, and the reference #81963 to reviewhelper@virginmoney.com, and we'll take it from there.
Thanks, Virgin Money
Everything has been resolved!!!
This review is 3 weeks over due and the reason for starting a fresh review is because a lot of people don't bother to read edit's. That said, here goes...
I'd like everyone to know, everything in my previous review, in April, has been resolved. The company made sure every single one of my concerns were not only taken care of, they went above and beyond and agreed how wrong it was for what previously took place. I mainly give credit to Ellie-May Spalding who took such good care of me, I felt like she was family.
She showed concern, apologized for what happened, we even had some good laughs. Ellie understood and completely agreed with why I gave the review... it was a very stressful time.
The woman is a total sweetheart, patient through the entire process, stood by me until everything was resolved and answered emails in record timing.
The entire Virgin money team are superb and believe me, they take complaints very seriously and will do whatever they can to fix any situation you find yourself in.
I retract everything I said on the 29th, April, 2026.
May 20, 2026
Unprompted review
Reply from Virgin Money UK
Fantastic to hear from you!
We're over the moon that Ellie- May was able to help turn your experience around - thanks so much for stopping by to share such wonderful comments.
We'll ensure that Ellie-May and our leadership team are aware you've taken the time to post another review, it really is appreciated.
Thanks, Virgin Money
Timewasters
It has been a month since I requested to transfer in my cash ISA from another holder to virgin money. On checking in with them to discuss the delay they informed me that they did not have the complete information to process the transfer despite it showing on my account page as "in progress". It would have been nice of them to be proactive and contact me to tell me this rather than for me having to reach out. After correcting the information, I requested to be informed when the transfer would be resubmitted...no response. Timewasters and unprofessional.
June 8, 2026
Unprompted review
Reply from Virgin Money UK
Hello Richard, thanks for taking the time to share comments regarding your recent ISA transfer request - we're sorry things haven't gone to plan.
It certainly seems odd that we'd not have been proactive in reaching out to you in order to make the necessary corrections, as of course we're keen to obtain your ISA funds into your account as soon as possible, and for that I can only apologise that you feel you're doing all of the work.
Let's see if we can speed things up, and get you the confirmations you need. With that in mind, please email review.helper@virginmoney.com with your name, address, contact number, and the reference #81929 and we'll step in.
Hope that sounds okay, and we'll meet you over in our mailbox.
Thanks, Virgin Money
joke of a company
joke of a company. block my credit card - and my banking app - for no reason, then I discover their call centre is closed for the next 12 hours so no way to call them or discuss it. so, no card, no money and I'm abroad with no way to resolve it. will just cancel my card when home. do not use this company.
June 9, 2026
Unprompted review
Reply from Virgin Money UK
Good morning Lucas, thanks for sharing details of your recent experience - we're sorry you feel let down by us, and you'll look to close your account as a result of what's happened.
On some occasions, we'll take steps designed to protect your account - this could involve us blocking your Card and Mobile App until we've spoken to you. As you've mentioned you're using your Card abroad, it sounds like something may have flagged, and we're taking action to be sure the transaction is genuine in order to keep your account safe - as opposed to inconveniencing you in any way.
We totally get how frustrated you feel not having the ability to reach us out of hours to discuss the matter further, and we can only apologise about that. The team are back around now, and here is the international number if you need it: +44 191 284 9005.
We hope the matter is resolved to your satisfaction soon.
Thanks, Virgin Money
The advisor Rachel was knowledgeable…
The advisor Rachel was knowledgeable and friendly.
She explained everything and took ownership of the call.
Thank you Rachel. 10/10
June 9, 2026
Unprompted review
Reply from Virgin Money UK
Fantastic to hear from you!
We love to see a 5* rating drop in, and we're over the moon with your feedback for our colleague Rachel . We'll ensure that those comments are passed over, I'm sure it'll make her day!
Thanks, Virgin Money
Multiple attempts to do everything
Took multiple attempts to open an account with issues at every step. Customer service was extremely unhelpful to the point of farce. Systems there seem broken and agents unable to assist. Months passed and still no debit card.
June 8, 2026
Unprompted review
Reply from Virgin Money UK
Hi Dan, thank you for taking the time to leave a review and make us aware of this, we really do appreciate it. We're really sorry to hear that you've been trying to get a debit card for your account for what has been months now, and that you've not had the greatest experience with our customer service team.
Of course this is the last thing we want to hear, as we aim to offer our customers the best possible service, and regret to hear that this is not what you've received.
We'd love the chance to turn your experience around, and would appreciate it if you could email us at reviewhelper@virginmoney.com with your name, address, contact number and reference #81867in order for us to take a closer look.
Thanks, Virgin Money
Witheld my money scum
This time i called young jay at customer service he said he wouldnt end the call until i was happy.. Over 40 mins the guy did his best and wen i get the 13 k these scumbags have kept from me for nearly 2 years ill track jay down and we can get onit like a fridge fae comet & smash some excedingly good rails.. Ahh bisto.. Compliments to the chef.
June 8, 2026
Unprompted review
Reply from Virgin Money UK
Hi Alan, thanks for heading this way to leave some 5* feedback for Jay!
Clearly he left an impression, and we'll pass on your comments.
Have a wonderful day ahead.
Thanks, Virgin Money
Do not trust this bank
Do not trust this bank. Shocking bank and customer support. Money had been fraudulently removed from my account by an unknown party. I reported this to Virgin Money customer service on the same day with no resolve from bank. I will be moving my money to another safer banking company.
June 4, 2026
Unprompted review
Reply from Virgin Money UK
Hi Eddie, thanks for taking the time to provide this feedback.
We're really sorry to hear that funds were removed from your account unexpectedly.
Ensuring our customer's accounts are kept as secure and safe as possible is important to us, so it's disappointing to hear that this situation hasn't been resolved so far.
So that our team can take a closer look into this and support you in getting this resolved, we'd recommend giving our expert team a call. You can find their contact number, and opening times here: https://uk.virginmoney.com/contact
We hope this is all resolved for you soon.
Thanks, Virgin Money
Had a couple of questions so went…
Had a couple of questions so went through app. Quite quickly is was clear the ‘bot’ could not help so up popped ‘Adam’ a real person. He was helpful professional and personable. Well done Adam & Virgin for ensuring all went smoothly.
June 5, 2026
Unprompted review
Reply from Virgin Money UK
Hi Ian, thanks for taking the time to leave a review.
We're so happy to hear that Adam was able to assist you, and that he met the professional and personable standard we are always aiming for - we'll be sure to pass this on.
Thanks, Virgin Money
Trying to get hold of Virgin Money to…
Trying to get hold of Virgin Money to ask about a Virgin credit card question, it took almost 10 minutes of navigating though an automated system before being presented with an option to speak with somebody :-)
This resulted in a complaint being made.
Two days later I was contacted by a complaints manager. Unfortunately I just missed the call and a message was left requesting I call them back.
When I tried to call back on the number provided I found it was a general number and another automated system that did not present any option to select the complaints department or discuss a complaint.
Eventually I got to speak with someone in the complaints department, but they advised all the people in that dealt with credit cards and my complaint were offline.
65 minutes after I started returning their call I had to ring off and await a return call from Virgin Money.
If Virgin believe this is good customer service, they are seriously mistaken.
As a customer I can advise it it totally disgraceful experience and a very poor excuse of customer service
June 4, 2026
Unprompted review
Reply from Virgin Money UK
Hi George, thanks for bringing this to our attention.
We apologise that things haven't gone to plan, and that getting through to our team has been difficult for you to navigate and the time it has taking to get there. This isn't the type of customer service we aim to provide.
Let us see if we can give you more directly roots to contact our team should you need it.
To save you a call, you can use our Live Chat in our App, or the App itself to find out information you need, make a transfer, and payments.
If you need to discuss our App, you can reach our Helpdesk on 0800 328 3579, they're available Mon-Fri 8am-6pm, & Sat 9am-3pm.
To contact our Complaint's team directly, you can reach them on 0345 266 1244, they’re available Mon - Fri between 9am - 5pm.
Thanks, Virgin Money
Adam on the app chat support team was…
Adam on the app chat support team was super helpful and such a great guy!
June 4, 2026
Unprompted review
Reply from Virgin Money UK
Hi Ben, thanks for leaving us the 5-stars!
We're glad to see that Adam has been able to help you when needed, and that he has left this great impression on you. Enough for you to go out of your way and leave this feedback for us, and we appreciated you doing so.
We'll provide this back to our team, and in the mean time, please take care and have a lovely weekend.
Thanks, Virgin Money
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