I have a 85 year old relation who rents and needs to change a standing order to a new estate agent. Doesn't do any online banking and no mobile phone. How can a standing order be set up because two c... Zobacz więcej
Reakcja na opinię
Chociaż nie weryfikujemy konkretnych wypowiedzi, ponieważ opinie recenzentów są ich własnymi opiniami, recenzje mogą zostać oznaczone jako „Zweryfikowane”, jeśli uda nam się potwierdzić, że doszło do rzeczywistej interakcji biznesowej. Dowiedz się więcej
Aby chronić integralność platformy, każda recenzja na naszej platformie—zweryfikowana lub nie—jest sprawdzana przez nasze oprogramowanie działające w trybie 24/7. Technologia ta została zaprojektowana w celu identyfikowania i usuwania treści, które naruszają nasze wytyczne, w tym recenzji, które nie opierają się na prawdziwym doświadczeniu. Zdajemy sobie sprawę, że możemy nie wychwycić wszystkiego, dlatego możesz oflagować wszystko, co według Ciebie mogliśmy przeoczyć. Dowiedz się więcej
Zobacz, co mówią recenzenci
Behind the times, slow in responding to requests, slow systems. They need to move with the times as it is a challenge to get anything done i.e. to change an email address, takes at least 1 day (phon... Zobacz więcej
Reakcja na opinię
Slick, quick, easy transfer using a 0% offer for a credit card. The application, the updates, the document arrival, registering for the app, information within the app - easy. The only thing I found d... Zobacz więcej
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I was very happy with the experience. The whole process was quick, straightforward and easy to understand. Everything was clearly explained, and opening the account was completed much faster than I e... Zobacz więcej
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Informacje dotyczące firmy
Napisane przez firmę
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.
Dane kontaktowe
Zjednoczone Królestwo
- uk.virginmoney.com
3,1
Średnia
13 tys. recenzji
Zaprasza klientów do wystawiania recenzji
Ta firma zaprasza swoich klientów do recenzowania niezależnie czy to dobre, czy złe recenzje
Odpowiada na 98% z negatywnych recenzji
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Inni użytkownicy przeglądali również
Tried to claim chargeback of £35.91…
Tried to claim chargeback of £35.91 from Virgin as an online clothing company Jessicabybee were not transparent and issued goods but were not fit for purpose. Virgin happy to trade with such companies as its reviews clearly state their practices. Virgin has sided with the company, given them the money back without any further correspondence with me. Needless to say I will be closing my Virgin credit card tomorrow. Plenty of other great financial companies out there!
2 września 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Good morning, thanks for taking the time to give this feedback.
We're really sorry to hear that this has happened, and that you'll be looking to close the account.
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.
Our expert team would then investigate the situation fully, and provide you with an update at each stage of the Complaint process. You can also find more information relating to our Complaints' procedure over here: https://uk.virginmoney.com/service/complaints/
We hope this is resolved to your satisfaction soon.
Thanks, Virgin Money
Slick
Slick, quick, easy transfer using a 0% offer for a credit card. The application, the updates, the document arrival, registering for the app, information within the app - easy. The only thing I found difficult was the offer via money saving expert...i couldn't see advertised via the virgin site direct... this could actually be the case... but.. i wasnt sure and ended up just going via money saving expert
3 września 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi Katie, thanks for giving us a glowing 5-star review!
We're delighted to hear that you've found the process of opening, registering and accessing the new Credit Card to be straightforward and easy. Ensuring our processes are quick and easy to follow is important to us, so it's great to see we've achieved that here.
If you need any help with your Credit Card in the future, our team is available through Live Chat in the App via the "Support" tab, and the Live Chat option should be showing there. They're available on Monday to Friday from 8am to 6pm and Saturday from 9am to 3pm.
Alternatively, you can call our Customer Services team on 0800 011 3210. They're available on Monday to Saturday from 8am to 8pm, and Sunday from 10am to 5pm.
It's great to have you with us.
Take care, and have a great weekend.
Thanks, Virgin Money
Why did I sign up, why
After having experienced the worst customer service in the history of customer services with Virgin Media I stupidly signed up for a virgin money credit card.
And guess what?
It won't let me set the up or gain access to my new account. Absolute useless.
Is there anything virgin can do successfully, utter crap and I should have known better.
Need to ring tomorrow to start the journey from hell. Wish me luck.
3 września 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi Wayne, thanks for heading over to give this review.
We're really sorry to hear that you haven't had any luck with getting the new card registered for the App so far.
In order to get the correct support for this, you would just need to call our Mobile App team on 0800 328 3579. They're available on Monday to Friday from 8am to 6pm, and Saturdays from 9am to 3pm.
Once you get connected, our experts will be on hand to get you registered, and they'll be able to answer any other questions or queries you may have.
We hope this is all sorted for you soon.
Thanks, Virgin Money
By far the worst customer experience I…
By far the worst customer experience I have ever had with any bank, by a very long way. Fall short on basic expectations in every single way. Avoid. I will never bank with virgin again and will avoid any related services/companies.
1 kwietnia 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi Joe, thanks for bringing this to our attention.
We're very sorry to hear that we've fallen short of your expectations, as this isn't the type of customer service we aim to provide.
Should you wish to log a complaint, you can do so here: https://uk.virginmoney.com/service/complaints/
However, we'd appreciate if you would give our team a chance to escalate this and restore some faith. You can use our Live Chat in our App, or find our details and opening times here: https://uk.virginmoney.com/contact/
Thanks, Virgin Money
Insulting Indifference
In three calls, i received the cursory
"Im very sorry about this" thats not meant, I explained a very sensitive piece of information which is being dealt with through a lawyer and court judge (who asked me to call to request a letter confirming the information the judge held)q
I was told that I had the wrong security details and needed to go to branch.
On explaining that my details had been the same for 24 years, and that -
I was providing the advisor with 2 sort codes and account numbers,
I was giving the bank details of 2 lump sums.
I was providing the dates, I only needed a paragraph explaining this.
I explained illness that caused me to give up a £44k job...They were not interested. The same 'fixed' sentences rolled from their tongues.
I explained that I lived alone, no friends or family, doctors came to my house - they kept repeating
"You need to go to branch"
This is absolutely insulting and demeaning. They then kept me on the phone for 4o minutes (the third advisor in a row), I had to hang up.
One day they may be as ill as I am after working non stop with chronic illness for 40 years, they may be left alone with no family or friends and be too seriously ill to come out of the house...i just hope someone believes them. An absolute disgrace tk be treated in this way after being honest and genuine.
2 września 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi Lizzie, thanks for heading over to give this feedback.
We're really sorry to hear that this has happened.
It sounds like it's been a difficult time for you, but we're keen to help in getting this sorted.
So that we can do this, please get in touch with us securely. You can find our contact number and opening times to reach us here: https://uk.virginmoney.com/contact
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 resolved for you soon.
Thanks, Virgin Money
Easy to apply for creadit card and…
Easy to apply for creadit card and Virgin Money alway offer a good deal.
19 sierpnia 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi Ali, thanks for opening a Credit Card with us!
We're glad to see you're no on board, and making the most of our great offers.
Be sure to download or 'Virgin Money Credit Card' App for a more, on-the-go, banking experience.
Please take care and have a lovely day.
Thanks, Virgin Money
Idoits I've chargf me 3.49ninr letters…
Idoits I've chargf me 3.49ninr letters I got
1 września 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi James, thanks for leaving us a review.
We apologise for any concerns the letters may have caused, as this isn't the type of customer service e aim to provide.
We'd recommend calling the team directly to discuss this with the number that should be provided on the letter itself. If not, you can find out contact details and opening times here: https://uk.virginmoney.com/contact/
Thanks, Virgin Money
Poor Complaint Handling and Lack of Transparency
Following a fraud incident, I provided detailed evidence and requested a senior review of Virgin Money's decision. Despite raising specific concerns and asking reasonable questions about the investigation, I received little meaningful explanation beyond confirmation that the original decision would stand.
The responses felt largely procedural, with limited engagement on the evidence provided or the concerns raised. Requests for further clarification resulted in being referred to the Financial Ombudsman Service rather than receiving substantive answers.
My main disappointment was not the outcome itself, but the lack of transparency and the way the complaint was handled. Based on my experience, I have little confidence in Virgin Money's complaint resolution process.
1 września 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Good afternoon, thanks for heading over to provide this feedback.
Ensuring our customer's accounts are kept secure is important to us, and we're really sorry to hear that the response you received to the recent complaint hasn't quite met expectations. As well as this, it's disappointing to see that the experience you've had with us has led to you losing confidence in our complaints process.
If you are still unsatisfied with the final outcome of your complaint, the next steps would be to raise this with the Financial Ombudsman service for further independent review.
They'll be able to investigate the situation in full, and work towards a resolution that you are satisfied with.
We hope this is sorted for you soon.
Thanks, Virgin Money
Appalling customer service
Appalling customer service. Blocked money transfers within days of offer period ending. App locked too. Called fraud team (who have minimal English and terrible attitudes) and spent ten minutes answering every conceivable security question only to be told that 'unfortunately' we cannot approve the transfers or unlock the app, someone will call me within five working days. Conveniently after the offer period ends. I'll be taking my business elsewhere. Awful...
31 sierpnia 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Good morning, thanks for taking the time to provide this feedback.
We're really sorry to hear that the Money Transfer hasn't quite gone through as expected, and the App hasn't been working for you so far which has led to you looking to move elsewhere.
Keeping our customer's accounts safe is important to us, so there can be times where transfers may be stopped for further review. With this one, our expert team will be in touch within 5-working days to go over the next steps from there.
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 sorted for you soon.
Thanks, Virgin Money
The worst
The worst. Absolute dreck. Unuseable. They suck. The worst.
29 sierpnia 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi Ben, thanks for getting in touch today to share your feedback - we're sorry to hear you feel this way.
We're keen to understand what's lead up to you leaving your comments, in order to see if we can help turn things around.
Please head over to our social media channels on X, Facebook or Instagram so that we can gain a better understanding of the situation by entering into a conversation - just quote #83813 so we can tie everything together.
Alternatively, if that's not an option you can email your name, address, contact number, and the same reference to reviewhelper@virginmoney.com and we'll see you over there.
Thanks, Virgin Money
0/10 for Customer Service
Their customer service is appalling. As a new business customer I’ve been lied to on 2 occasions.
Their chat function is not fit for purpose. The staff are clearly untrained in bank processes. On both occasions they advised they would get in contact and confirm via email but failed to do so.
This was after the onboarding fiasco where they inexplicably added a confirmation mobile number to my account which held up the process. They were unable to ascertain why this happened.
There are better business bank accounts out there (although not RBS, Bank of Scotland or Starling - part of my business is dealing with business banks).
***Update***
Upon outing them on Trustpilot I get a quick response to contact them. Too late…. I’ve already submitted an official response via email.
The amount of time I’ve invested on this bank is astounding. They are losing market share to the new internet-based banks for this precise reason - terrible customer service.
So I’m not interested in liaising with some bog-standard email inbox.
25 sierpnia 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Good morning John, thanks for sharing details of your recent experience - we're sorry you're feeling let down by the way your Business Banking account has been handled so far - totally understand where you're coming from.
We're keen to take a closer look into this in order to turn your experience around. For us to get started, please email your name, address, contact number and the reference #83810 to reviewhelper@virginmoney.com and we'll take it from there.
Thanks, Virgin Money
Worst Bank on the Planet!
I notice that 64% of people who have left reviews here have given Virgin Money one star and that does not surprise me in the slightest. It appears to be run by school children and not very bright ones at that. Their CEO appears to be the CEO of numerous banks but don't waste your time writing to her, as any communications are simply passed to "The team" who simply repeat their bureaucratic speel over and over again without giving proper explanations of why they arrived at their decisions. I'm not sure what happened to 'the customer is always right' slogan but I'll assume the majority of Virgin Money's employees have never heard of it before. As someone with a disability, I have been trying to close my account and have the balance sent to me for weeks now but they are unable and unwilling to do this, which I perceive as theft. The worst bank on the planet!
28 czerwca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Good morning Faye, thanks for bringing this matter to our attention - we're terribly sorry you hold this opinion of us following the unsuccessful closure of your account.
We're keen to look into this for you in order to hopefully turn your experience around, but we'll need a little more to go on. There could be a variety of things happening behind the scenes we're not aware of, and we'd need to gain a better understanding to step in.
Please email reviewhelper@virginmoney.com with your name, address, contact number, and the reference #83801. A summary of what's happened so far will also be beneficial, and we'll meet you over there.
Hope that's okay.
Thanks, Virgin Money
Great agents Brook & Angel fixed everything.
Trying to set up a new credit card, being trying all day today to get through to speak with someone, first time on hold for 45mins and eventually gave up. I'm now again on hold for 35mins with no sign of anyone answering. This doesn't bode well for the future with this company.
Edit: I got speaking with brook and Angel who sorted everything out in the end -all ok now - I hope!
28 sierpnia 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi Michael, thanks for your review.
We're really sorry you've had trouble setting up your new Credit Card and haven't been able to get through to our team.
We can ensure our team are working as hard as possible to answer calls and do apologise for the delay. If you haven't already, you could try our Mobile App helpdesk directly on 0800 328 3579. They are available from 8am-6pm Monday-Friday and between 9am-3pm on Saturdays. It's best to try first thing, but hopefully someone should answer sooner and be able to support.
Hope this is sorted for you asap.
Thanks, Virgin Money
Customer service was very helpful
27 sierpnia 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi Sarpong, thanks for the 5-star feedback.
We're glad to hear of your experience and that our team was able to help!
Thanks, Virgin Money
the bigger you get the less compassionate you get
After the recent death of our father I contacted Virgin bereavement team to inform them of his death. Due the balance of his account a confirmation was required I asked what would happen to his account as there were important direct debits to take care of. I was told that no cash withdrawals were allowed but up to the point of confirmation the account would still pay direct debits. On the morning of his funeral I received letters from 3 companies requesting their monies. I called Virgin Money the next day to be told that I was misinformed and sorry but offered but no real feeling or possible compromise.
When I spoke to other accounts he had they told me that they would contact the drawer and explain the circumstances and ask for a 30-60 day grace until his estate was sorted out, after which time they could possibly set up an estate account to handle direct debits.
I guess the bigger you get the less compassionate you become
27 sierpnia 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi Peter, thank you for taking the time to leave your review.
We really are sorry to hear about your fathers recent passing, and offer our condolences to you, and your family.
We're also really sorry to hear that when contacting us for support during this difficult time, that you were unfortunately misadvised, which we completely understand would've added more pressure to an already tough situation.
it's completely understandable why you feel the way you do, but we just want to make you aware that if you do need any further support from us, despite what's happened, we're definitely here to help.
Thanks, Virgin Money
From the very earliest stages I spoke…
From the very earliest stages I spoke to a human, or what felt like a human. People had names, everything was dealt with extremely quickly, even the problems (I had to restart the application) and all dealings were courteous, co-operative and helpful.
30 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi Abigail, thanks for stopping over to leave this amazing 5* review.
It's been wonderful to read about your experience and the quick bond formed with our staff. We truly appreciate your kind words used to describe them.
Our aim is to continue to develop and provide an exceptional service over a multitude of channels, so it's been brilliant knowing that this has reflected in your recent contact with us.
Have a lovely afternoon.
Thanks, Virgin Money
Easy application process
Easy application process, great user friendly app and happy with the rates offered.
27 sierpnia 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Good afternoon, thank you for leaving us a 5* review.
We're delighted to hear you've found our processes easy, and are happy with the offers we provide. We continue to look at improving our mobile app, so we're glad to know you're finding it user-friendly!
Have a great day.
Thanks, Virgin Money
Changing to the M account from the…
Changing to the M account from the Current account was far too long winded and complex.
24 sierpnia 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi Ken, thanks for taking the time to leave a review.
We're sorry to hear about your experience when looking to switch accounts, and we try to aim to make our processes as straightforward as we can.
We can only apologise on this occasion that this was not the case, and we appreciate any feedback as it'll help to improve our services for the future.
Have a lovely day.
Thanks, Virgin Money
Scam
Scam! They will intentionally not take the money by direct debit so they can charge your intrest!! Scam stay away guys!! Looking at reviews for a reason is so low!!
26 sierpnia 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Good evening Vas, thanks for getting back in touch to shed a little more light on your situation - we're sorry there was an issue with your Direct Debit, and you feel we didn't collect it intentionally to manufacture an interest charge on your account.
I assure you this will not have been the case, and there are strict regulations surrounding this. As such, we take your allegation seriously, and should you wish to raise a complaint in order for your claims to be full investigated - you're welcome to do so.
If you've not already been down this route, you can get the ball rolling by email to customerrelations@virginmoney.com or link in with our Credit Card team directly on 0800 011 3210 Monday - Saturday 8am-8pm, and Sunday 10am-5pm, and they'll raise all of your points, escalating if necessary to our Customer Relations team.
We hope the matter is resolved to your satisfaction soon.
Thanks, Virgin Money
Waiting for Return Phone Call
Have been trying to contact a nearby branch to withdraw some money which requires advance notice (there's no longer a branch in my town). I've contacted Customer Services on two separate days to be told that they'll email the branch and I'll receive a phone call from said branch to schedule an appointment to collect the cash. I'm still waiting for the return phone call. Tomorrow I'll have to drive to the branch, and hopefully be able to speak to someone to schedule an appointment and then drive back there again to collect the cash. What a faf!
25 sierpnia 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Good morning Joan, thanks for sharing this with us - we're sorry we've let you down with sorting out an appointment to collect cash on this occasion, and I'd like to step in to connect you directly with the Branch.
I know you'll be wary having tried to arrange this before, but we'd appreciate you sending in an email to reviewhelper@virginmoney.com with the case reference #83732, your name, address and contact number, and the branch name you're looking to visit.
Once I have that information I'll speak to the branch directly for you.
Hope that sounds okay, and I'll meet you over there.
Thanks, Virgin Money
Doświadczenie Trustpilot
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Wykorzystujemy wiedzę odpowiednio wykwalifikowanych pracowników oraz sprytną technologię, aby chronić naszą platformę. Dowiedz się, jak zwalczamy fałszywe recenzje.
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