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
How this company uses Trustpilot
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Had an issue with the app
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.
May 18, 2026
Unprompted review
Reply from Virgin Money UK
Fantastic to hear from you, Dan - we always love to see a 5* rating drop in, it really does make our day!
We'll be sure to track Andy down to deliver your feedback to him, he'll be over the moon.
You know where to find him (or one of the team!) for anything you need in the future.
Take care, and have a lovely day!
Thanks, Virgin Money
Virgin Money was simply and easy
Virgin Money was simply and easy to apply for there credit card. Had a good opening offer with transfer of existing credit card debt to there's.
May 12, 2026
Unprompted review
Reply from Virgin Money UK
Good afternoon David, we're delighted to hear from you!
Thank you so much for taking time out of your day to head this way to share this fantastic feedback - it's most appreciated and we're so please you've found everything simple and easy with your new Credit Card.
Thanks, Virgin Money
Great fast friendly service from Adam
Great fast friendly service from Adam. Thank you Adam.
May 18, 2026
Unprompted review
Reply from Virgin Money UK
Good morning Floyd, thanks so much for the amazing feedback about Adam!
We're glad to hear that the service received was fast and friendly, and has left such a positive impact.
If possible can you head over to one of our Social platforms like X, Facebook or Instagram to let us know a little more about the Account you've had this service on, as we'd love to pass this on to Adam!
Thanks, Virgin Money
I have just paid off my credit card and…
I have just paid off my credit card and am going to close any accounts with virgin and having nothing more to do with them.
I’ve had a credit card with virgin for many years and had tried to setup a direct debit to pay the minimum payment as a safe guard. They didn’t collect their payment on time and then sent me nasty threatening letter saying inhad lost my 0 percent promotion and they reported me to the credit rating agency even though it was obvious i had set up a direct debit. No way to treat a long standing customer. I will never use any virgin product again.
April 3, 2026
Unprompted review
Reply from Virgin Money UK
Hi Steve, thanks for bringing this to our attention.
We apologise for any concerns this 0% being removed and the DD not collecting may have caused, but our team are here to help.
You can use our Live Chat, or call our team on 0345 266 0093, they're available Mon-Fri 8am-6pm, & Sat 9am-3pm. They can look at the reinstate the 0% for you, and ensure the DD is set up (please note, when the DD is set up, it'll take effect as of the next statement).
They can also see what's happened with our reports and your credit file to see what we can do with this.
Thanks, Virgin Money
Reported my father’s death back in…
Reported my father’s death back in March. 30 minutes wait to speak to nice but overworked staff. I complained on Trustpilot, response was that staff are working hard- I don’t doubt it, but there aren’t enough of them.
Since then 2 statements have come through, so it seems like the account hasn’t been frozen.
I haven’t had time to wait on the phone again.
I have reported his death to many organisations including government departments, but in terms of phone wait time and failure to act VIRGIN MONEY ARE BY FAR AND AWAY THE WORST COMPANY I HAVE DEALT WITH.
May 16, 2026
Unprompted review
Reply from Virgin Money UK
Good Afternoon Emma, thanks so much for bringing this matter to our attention - we're so sorry we've let you down especially at such a difficult time.
Could you email your name, address, contact number and the reference of #81212 to reviewhelper@virginmoney.com?
If you could also include details for us in order to track the account down (Your Fathers, name, address, contact number) that'd really help us get you to to the right place for assistance.
Thanks, Virgin Money
Remortgaging with virgin
We have held our mortgage with virgin since 2021. Our 5 year fix was up and we wanted to take some additional borrowing. Having no issues with virgin we decided to remortgage with them and go though the additional borrowing process. The process itself was easy. My only slight frustration came from the advice appointment. Firstly they were nearly 30 mins late calling. They did call to tell us this but it’s still frustrating as we had sorted child care etc.
The advisor was lovely but the appointment was as so very scripted it felt impersonal. I made the advisors aware that I already used the insurers they recommended with staff discount so I didn’t need this discussing. It was still mentioned a further 3 times!
We spoke about priorities and we kept saying monthly payment being as low as possible and it just felt like this wasn’t being listened to.
I’m really not saying this was the advisor, i genuinely don’t think it was, it felt like they were following a script and not as unable to deviate from that based on the conversation had.
All in all, they have been brilliant but I think there needs to be a review of scripting to make things feel more tailored to the customer.
May 2, 2026
Unprompted review
Reply from Virgin Money UK
Hello Miss Pollard, thanks for taking time to share feedback relating to your Mortgage advice appointment, and apologies for the delay getting back to you.
Sorry you felt the call was very scripted, and impersonal and didn't allow the conversation to flow naturally. Although we are heavily regulated when it comes to this type of call, we absolutely value your feedback and we're always working towards continuous improvement. We're keen to share your comments directly with the team for review.
In order for me to make that happen, please email reviewhelper@virginmoney.com with your name, address, contact number and the reference #81201 and we'll take it form there.
Thanks, Virgin Money
Very stressful set up of Business…
Very stressful set up of Business Banking with all my details lost twice. Struggled to get it set up and still have no support for questions. I tried to set up a personal account today to collect personal payments and after three attempts with system failures after the last page it gave a system crash and lost everything.
I'm guessing this will happen when I have money in it and they will deny ever having received funds. I had a similar problem with Revolut and the £120K guarantee is meaningless if they just deny ever having an account.
I've been recommended don't waste more time there. Drop the personal application and move to a provider with better recent reputation for reliability and the exact features you want: easy incoming transfers from business accounts (Zempler, WorldFirst),
May 14, 2026
Unprompted review
Reply from Virgin Money UK
Good morning Dr B, thanks for bringing this matter to our attention - we're really sorry we've let you down with your applications, and we'd like to take a closer look into this as a result.
Please email your name, address, contact number alongside the reference #81196 and we'll take it from there.
Thanks, Virgin Money
Virgin Money Steer Clear
My father passed away in December 2025. I have had to deal with Virgin Money numerous times and have had several other complaints but this is the latest. They never informed me at any time they still had a hold over my dads property after his mortgage was paid off 15 to 20 years ago. I am now fighting to get a repayment letter that they said would be emailed to me within 4 working days. Still waiting. Phoned anf they said they posted it but would email it now and I would have it in 10 minutes. Still nothing an hour later. On the phone again. The staff are so pleasant but no one can do their job properly I'll they seem to do is send it to someone else and it doesn't get done. Shambles of a company.
May 15, 2026
Unprompted review
Reply from Virgin Money UK
Hi Elaine, thanks for reaching out to us and apologies on the delay getting back to you.
We're really sorry to hear of your experience with our team during what will be an incredibly difficult time. We apologise for the loss of your father.
So that we can help raise this further, could you please email over your name and your fathers, plus the post code linked to the account, also a mobile number. Send that all to reviewhelper@virginmoney.com, and include the reference #81182.
We'll pick it up with you from there and get you the help needed.
Thanks, Virgin Money
Amazing customer service via chat
Amazing customer service via chat. Wasnt left waiting too long, Adam was a great help, put my mind at ease and was lovely and friendly.
May 15, 2026
Unprompted review
Reply from Virgin Money UK
Great to hear from you and thanks for taking time out of your day to raise this wonderful feedback about Adam, especially on a Friday!
We're delighted to see you weren't left waiting long and that your mind was put at ease!
We'd love to provide Adam with this feedback, if you're able to drop us an email to reviewhelper@virginmoney.com, and please include the reference #81178 and just let us know a little more about the Account they were able to help with :)
Thanks, Virgin Money
Please do not use virgin money they are…
Please do not use virgin money they are so incompetent they just send letters without dealing with the enquiries you have I have sorted out this problem many times with your rep, this company seems incompetent DO NOT USE
May 15, 2026
Unprompted review
Reply from Virgin Money UK
Hi Ikram, we're so sorry that you've not had the best experience and it's caused you to head this way to raise this feedback with us.
In order to understand a little more about what's gone wrong and get you towards all the help you may need. If you could please head over to one of our social media platforms on X, Facebook or Instagram.
If you'd like to then from there send over a private message quoting #81177, and we'll look to understand further what has gone wrong and find a way to fix this for you!
Hopefully we speak soon.
Thanks, Virgin Money
Virgin Money made switching banks easy
It was easy to make an apopointment in branch The staff were freindly and helpful. The experience of switching banks was straightforward. Very positive experience
May 7, 2026
Unprompted review
Reply from Virgin Money UK
Good morning Margaret, thanks so much for the amazing feedback!
We're glad to hear that our process for booking an appointment and also the switching of banks was to your liking, that this seemed to go smoothly for you, and has left such a positive impact.
We know you'll continue to enjoy banking with us, but if you ever do need anything, please don't hesitate to get in touch.
Thanks, Virgin Money
I'm finished with Virgin Money / Nationwide
Its luck of the draw trying to get into the app to access your account at the best of time. Today was the final straw. I'm all for security and safety. Today I sent a payment which had to be reviewed apparently after I called them. I now have no access to my account until I receive a letter from them. I am fuming and will be closing my account asap.
May 14, 2026
Unprompted review
Reply from Virgin Money UK
Hi Drew, thanks for taking time to leave your review today, we really appreciate it.
We're really sorry to hear that due to recent events, you've decided to close your account with us as soon as possible.
When it comes to the security of our customers accounts, we hold this to the utmost importance, and completely understand that sometimes this can cause slight inconveniences, which we do apologise for, but hope you do understand.
You're always welcome to give us a call to discuss this, or even check for updates on how this process is going, as we'd love to provide clarity on the situation.
Thanks, Virgin Money
Avoid virgin money uk
Do not bank with virgin money. My nana wanted to get her own money out of account via a form as she couldn't make it to the bank 2 weeks later No joy, rang the bank no joy, went into the bank still couldn't get her own money out of her account. Do not bank with virgin money uk go elsewhere.
May 14, 2026
Unprompted review
Reply from Virgin Money UK
Hi Steven, thanks for making us aware of this, and for taking the time to leave a review today.
We're really sorry to hear that your Nana has had trouble retrieving funds from their own account, and that you've exhausted every option you can think of to sort this issue out.
So that we're able to help look into this further, would you or your Nana be able to email over the account holders name, post code, mobile number, and what type of account they hold with us to reviewhelper@virginmoney.com, and please include the reference #81148.
Thanks, Virgin Money
Adam in online support
Chatted with Adam in online support, he helped with my query and promptly confirmed a transaction status.
May 14, 2026
Unprompted review
Reply from Virgin Money UK
Hi Michael, thanks so much for your 5* review having spoken to Adam about your account!
We're so pleased that he was able to step in.
Thanks, Virgin Money
Reply from Virgin Money UK
Hi Peter, thanks for sharing your 5* feedback with us!
We're pleased that everything was quick and easy - it's certainly what we aim for.
Have a great day ahead.
Thanks, Virgin Money
Seamless process
Seamless process applying for the services they had on offer, very easy and no 'red tape', thank you for making it easy!
May 14, 2026
Unprompted review
Reply from Virgin Money UK
Hi Stevie, we're delighted to hear from you!
Thanks so much for taking time out of your day to head this way to share feedback - it's most appreciated and we're so please you've found everything seamless!
Thanks, Virgin Money
Only just got the card so some things…
Only just got the card so some things may become clearer later ,the app is not easy to use,you have to guess which parts to tap on to get info , adding your bank account to pay was not easy , doesn't show existing points with virgin
Just an update,tried to add my virgin red account, filled in the boxes only to be told access denied
May 10, 2026
Unprompted review
Reply from Virgin Money UK
Good afternoon Paul, thanks for heading this way to share some feedback relating to our Mobile App.
Sorry you're finding that difficult to navigate, our guides found over here may help you get to grips with it: https://uk.virginmoney.com/cards/app/features/
Within that info you'll see some digital help guides too: https://uk.virginmoney.com/service/demos/credit-card-app/
Hope that makes things a little clearer.
Thanks, Virgin Money
Balance transfer card application
The form was easy to complete and the whole process took less time than I expected. Everything I needed to know was explained clearly and I found getting answers to any questions I had relatively easy.
May 1, 2026
Unprompted review
Reply from Virgin Money UK
Fantastic to read your feedback relating to our Credit Card Balance Transfer process, Mr Goodies!
Your 5* rating is what we aim for, and we hope you have a wonderful day ahead.
Thanks, Virgin Money
I was trying to report an identity…
I was trying to report an identity fraud, but getting in touch was not easy. No options were relevant when I called...they presume that everyone phoning is a Virgin customer!
May 12, 2026
Unprompted review
Reply from Virgin Money UK
Good evening Barbara.
We're sorry to hear you've not been able to report your concerns via the options suggested on our automated telephone service, and understand this can be frustrating
We appreciate the urgency to have these matters investigated, and can assure you we'll do all that we can to help resolve the case.
Please forward full details over to customerrelations@virginmoney.com, and the team will be in touch in due course.
Thanks, Virgin Money
Absurdly Outdated and Disappointing
Everything was going swimmingly until I needed to make an international transfer.
It was then I discover that my "online bank" required me to print out a form, fill it in, scan it, upload it and wait for them to process it before they would make the transfer.
It appears that Clydesdale/Virgin Money/Nationwide/Whoever-owns-them-this-month is firmly stuck in the 1970s when it comes to international banking.
It goes without saying that I have now opened an account with another bank and will be not be using my Virgin account again.
A huge disappointment, anyone looking for a functioning online banking solution would be best served looking elsewhere.
NB: Irrespective of what the chatbot response says, there is no "relevant department" or "complaints team", it's just PR theatre. Complaining to them achieves nothing, the only thing we can really do is move our custom elsewhere.
May 12, 2026
Unprompted review
Reply from Virgin Money UK
Good afternoon Mick,
We're sorry to hear you fell our current processes are a little outdated in comparison to other banks. We understand this can be disappointing, and apologise for any inconvenience that's potentially caused.
Customer feedback is very much appreciated, as it helps us to identify the areas we must focus on to improve our customer experience.
With this in mind, we'll be sure to pass your comments back to the relevant team for future developments to be considered.
Thanks, Virgin Money
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