Virgin Money UK Reviews 13,100

Credit limit was reduced significantly with no advance notice, despite a clean payment history and no missed payments. The reduction caused a serious jump in card utilisation, with knock-on effects to my credit file.

Raised a formal complaint. The response was a generic restatement of terms and conditions with no real engagement with the points raised. On further follow-up, was simply told the case would not be reviewed again.

No accountability, no proper explanation, no willingness to consider the customer impact. Would not recommend Virgin Money to anyone considering a credit card — particularly if you rely on a stable limit.

Had a credit card payment pending but was receiving messages saying I had missed the payment deadline. I spoke to Rachel & she made sure I wouldn’t be charged. Really quick, thank you so much!

Awful joining experience.

Couldn't add my business savings account to Xero because I didn't have a debit card.

Rang support, was on hold, then told "select virgin credit card instead" - that worked and I was able to add my account to Xero.

Then tried to use the android app, and once again I can't sign in because it asks me for a debit card number.

Now I phone support again and they say business savings accounts aren't supported by the app!

What a joke

From start to finish this was an easy application, with a quick decision turn around time.

I communicated with Rachel via the chat this morning before 9 am. My questions were answered quickly and with additional information that also supported my questions. Many thanks for the help and advice most useful.

Really easy to open a business current account. Weve had savings accounts before and that was straightforward, and the current account likewise. Approved within a couple of hours of starting the process

Superb.No problems.

Applied for a group business account. Extremely efficient service. I was kept informed and my account manager was brilliant.

If you need a community or social group business account Virgin Money has a very seamless process. I will be recommending. Thank Lindsey for your help :)

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

My son has been treated very unfairly by this bank.
Like a lot of young people, after University he left home and moved into rental accommodation. He opened a Fixed Term Isa with Virgin Money (VM)back in March from money he inherited when his Nan died Since then despite sending VM a copy of his rental agreement as they requested, they still say they cannot verify his identity. He has even sent them a copy of his passport and driving licence. Granted the address on both of these is his family home.
This has being going on for 2 months now, and I have advised him to make a formal complaint. Surely, VM must get a quite a lot of young people moving around trying to get established in life. If anyone from VM reads this, please respond with a contact number/name at VM who can help him resolve this. Thank you.

I am registered on Virgin for needing additional assistance.
When I purchased the annual policy it should have been made clear if the policy could not be cancelled, should it not meet my needs.
Also during the phone call when i bought an annual policy the terms & conditions do make you aware that if FCDO declares a do not travel to a country after the policy has been taken out that it cannot be cancelled for this reason.
My choice holiday destination is Dubai which is now not covered. That is the reason for cancelling.

Being registered disabled, needing special assistance, 70 next year, with a 50yr history for my current account & high value savings with Virgin, trust has never been an issue.
Im very upset to find it so incredibly difficult to have a refund for the unused months on an annual travel insurance policy through no fault of my own & the distraction techniques used as an excuse.

Please would you refund the remaining months on my annual travel insurance policy.

I prefer a phone call than email correspondence due to my needs.
I have also emailed your customer relations & compaint departments with my policy number.
Daisy has telephoned today, 22/5/26 & said on page 76 of the terms & conditions! I asked how many pages are there, 'quite a few' was the response.
Daisy is passing to customer service complaints, advised this would take up to 8 weeks.
For myself who does have additional needs & who did take a policy out verbally by phone, it is so distressing im now broken to tears & my trust for the Virgin brand is shattered.

I am awaiting a response that addresses- additional assistance, recognises I bought the policy by telephone for that reason & the use of distraction techniques was not ok. Failure to address the actual reason I wish to cancel was eventually reached & was dismissive & unreasonable.
I hope this trustpilot review gets an appropriate response, along with a conclusion that is fair & reasonable.

Abysmal company. I applied for a balance transfer with a 0% interest rate, but they also executed a money transfer for the exact same amount, down to the penny, without my consent. I failed to notice this discrepancy due to my infrequent account monitoring, and that i never asked for it. I also since I had a significant deposit and numerous transactions occurring simultaneously. I never requested this money transfer, yet the company refuses to acknowledge their error, instead attributing the issue to my banking habits. This situation is so ridiculous and unacceptable; they should provide a clear display of the total amounts for their customers to avoid such confusion. i never had this happened with any other banks.
Be very careful with which bank you chose because VM do not care if there is a mistake.

Don’t be fooled by their reply to my review as when I brought this issue to the company's attention, they dismissed their error and disregarded the issue, despite the lack of transparency in their application process. The fact that they executed two transactions of the EXACT the same amount did not seem to trigger any inquiry from the company?!; instead, they blamed me for not noticing the discrepancy. Even after I highlighted that I had not knowingly consented to the transaction thus was not looking out for it (especially since I received confirmation from them that my balance transfer OR a money transfer) had been completed, I naturally assume my balance transfer has been successful. I also provided a statement from my bank confirming that no transaction had occurred, they kept insisting it was my fault. Furthermore, when I indicated that I was facing financial difficulties as a result of the doubled debt, they took no action to correct their mistake. Their current suggestion to contact them is misleading, as when I indeed did, I received no assistance in restoring my financial situation to what it was before they increased my debt.

Easy procedure thank God without silly questions

I transferred some money into my virgin account and I needed to transfer it to another account as solicitors were waiting for the money as I'm selling my other house and the transfer got blocked I was shocked thought if it was an emergency I would've been done so please can you get this transfer sorted for me and please don't ever do something like that again I'm not happy with what I experienced today truthfully I hope you sort first thing in the morning please thank you.

Accessing my accounts either online or using the app
is so hit and miss, I'm having to constantly reset passwords. Having had money with Virgin for a few years I keep expecting their systems to improve, I have money with other providers and don't get the same issues.

Just spoken to Rose who talked me through transferring an ISA. I had no idea how to withdraw the interest from last year. She was so patient & couldn’t have made it easier. Excellent service.

Spoken to a real person called Rachel. She was helpful although the computer bot at the beginning can be frustrating

Really happy with my new Virgin Money credit card so far. The application process was quick and easy, the app is simple to use, and everything feels very straightforward. Great experience up to now!

Straightforward and simple application and extremely helpful and supportive customer service.

Had an issue with the app, spoke to Andy who was superb and noticed an issue I didn't know about. Fixed it for me. Great service.