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
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
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
Reakcja na opinię
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
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
Reakcja na opinię
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
Zazwyczaj odpowiada w ciągu 24 godzin
Jak firma korzysta z Trustpilot
Dowiedz się, w jaki sposób pozyskiwane, oceniane i moderowane są ich recenzje i oceny.
Inni użytkownicy przeglądali również
Easy and efficient
There was plenty of clear information, easy instruction, contactable customer services if needed and it all went through quickly
29 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi there, we're delighted to hear from you today!
Thanks so much for heading this way to leave comments relating to your experience, along with a 5* rating - we appreciate it.
Have a wonderful weekend.
Thanks, Virgin Money
VIrgin Money - hostile to customers, incompetent and card not as advertised.
Never take a credit card from this company - I've used their card for years, as it was advertised as being able to spend in local currency. Since taken over by Nationwide - dear me - transactions queried even when authorised the week before in the app, and for staying at the same (v good) hotel I had the year before in the same place. Don't try and take money out locally - the mistake I made - or you'll find your card blocked. Rang from abroad - passed security and because agent did not think I had the right to question why my previous history at this same hotel was being ignored- ended the call. Result - card still blocked for no good reason. When I got home agent expected me to say whether I had made a specfic transaction, the amount in local currency was not given - only in sterling - at a place I couldn't hear because his voice was not at all clear - he refused to send the information to me (text or email) so I could actually see what it referred to - and then ended the call because I wasn't prepared to give an answer to a question I couldn't hear. That is called security apparently. I'd call it something else. The organisation is hostile to customers, doesn't think you have the right to stay in a hotel, go to a restaurant or take cash from an ATM when on holiday. I guess that means they want you to sleep in the street, scavenge for food and beg - not really the ideal holiday. I'm retired, very well travelled and have a decent income and I'm treated like this. Dangerously incompetent and rude staff. Avoid at all costs - if you take this card on holiday - you'll likely find it's worthless - perhaps best used as toilet paper. See the duff response below - obviously unaware that they even blocked the app, while having asked me security questins you'd need the app open in order to answer! What a shower!
15 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Evening Ron, we're so sorry that you've had your Credit Card decline while you were on holiday and upon looking to have this issue resolved ran into other problems speaking with our Customer Service team over the phone.
We'd point you towards further help on this one via our Credit Card App where an Agent would be happy to help you further with this one if anything is still needed.
Or if you'd prefer to raise this due to your experience with an Agents incompetent service, you have the right to here: https://uk.virginmoney.com/vmforms/contact/complaint-form/
Alternatively if you'd like to email your name, address, contact telephone number and the reference #83172 to reviewhelper@virginmoney.com - we can look into it and make sure you have all the support you need going forward.
Thanks, Virgin Money
Unhelpful and completely disinterested
30 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Good afternoon Stephen,
We work hard behind the scenes to provide exceptional customer service, and it's disappointing to hear this isn't something you received during your experience.
We'd be keen to help understand exactly what's happened that's then lead to you feeling like this, to see if there's anything we can do to put things right.
If you'd like to take this further, please send full details over customerrelations@virginmoney.com.
The team will carry out a full investigation behind the scenes and take appropriate action/provide feedback, should that be necessary.
Thanks, Virgin Money
Opening an account
Maggie at the branch was extremely knowledgeable about the products and steered us in the right direction
22 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Good afternoon John,
We're delighted to hear Maggie was able to guide you in the right direction, and provided you with all of the information you need, to know which of our products is best for you.
Customer feedback is invaluable to us, and the 5* rating is simply the icing on the cake!
Thanks, Virgin Money
totally misled
I feel I have been misled regarding a promotional offer as a new customer, I emailed my complaint then after a month has passed I sent a follow up only to get a message the next day saying I had sent to the wrong email ID, if that is the case why did I not get a reply when I first send the message as someone must be checking. I have resent today to the new email I have been given as I must follow procedure before progressing. This company is now part on my Bank as well not happy at all!
23 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Good Evening Tim, thanks for contacting us in relation to this matter.
Sorry you're feeling misled surrounding the terms and conditions of a promotional offer on your account, and have had cause to raise a complaint. If this has been sent to customerrelations@virginmoney.com - this is the correct email address for our Customer Relations team to begin their investigation.
If you've not yet had a conversation directly with our Credit Card team to discuss your concerns, it's recommend as your first port of call - that way the team managing your account can look into it with an attempt to turn your experience around, before escalation.
Apologies if you've already done that, I'm not clear if you have prior to the complaint, and want to ensure that base is covered first. If you'd like to email your name, address, contact telephone number and the reference #83058 to reviewhelper@virginmoney.com - we can look into it.
Thanks, Virgin Money
Virgin have refused isa transfer…
Virgin have refused isa transfer request 3 times. No communication from them. Spent hours on the phone getting different excuses each time. I started a complaint which was in their records but they have not contacted me. This issue is still ongoing.
15 czerwca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Good evening Caroline, thanks for getting in touch to raise this.
We're sorry to see you're having some trouble with an ISA transfer and have had cause to raise a complaint as a result - we totally get how frustrated you'll be feeling at this point.
Our Customer Relations team can take up to 8 weeks to investigate, and they'll keep you in the loop with their findings. We'd certainly send out an acknowledgement of your complaint, with an idea of what to expect if this has been registered correctly either by phone, letter, or email to customerrelations@virginmoney.com - I can only apologise if that's not the case.
Usually the most common cause of an ISA transfer rejecting is that the details do not match somewhere along the line. Whether that be that we have a different name/address / date of birth recorded on the account, or the numbers don't match. Our Savings team should usually be able to confirm the issue right away, so I'm sorry you've been left feeling a little confused by this.
Should you wish for us to investigate further in the meantime, please email reviewhelper@virginmoney.com with your name, address, contact number, reference #83057 and the first 2 digits of your sort code - we'll take it from there.
Hope that's okay.
Thanks, Virgin Money
Absolutely disgusting customer service
Absolutely disgusting customer service, my bank account got locked, so I called the customer service, they took my details after that they just cut the phone call, did twice, they didn’t tell why my bank account got locked no explanation what so ever, and it’s my business account I need to use it everyday, really poor customer service, disappointed
29 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Good Afternoon Fahim, thanks for getting in touch today to comment on your experience.
We're sorry to see you've had some issues with your Business Banking Account, the calls were cut, and you have not received an explanation of the reasoning behind this - we understand the concern behind your post, and we hope the matter is resolved to you satisfaction soon.
Thanks, Virgin Money
easy application and fee ree account
20 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Great to hear from you, Shabir - thanks for taking the time to review how you've found things so far!
Thanks, Virgin Money
Usual bad service today seriously ill…
Usual bad service today seriously ill gentleman they know I am and I talked too a disgracefully man that did not listen now I will have too drive into aberdeen branch tmrw too talk too a manager this bank needs too taken off the high Street always failure time too leave this low scoring bank i dont do e mails be far easier too leave your ridiculous bank 53 year member of clydesdale bank you virgin money are a disgrace I have started too empty my account today glad too see you don't care and need customers you must be so proud of your bad service I am nationwide customer so will be leaving them too
28 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Good morning Mr Mitchell, thanks for bringing this matter to our attention.
We're extremely sorry that you felt a member of our staff talked disgracefully to you - this is certainly not the level of customer service we strive for, and we'd be keen to look into this further.
We'd like the chance to turn your experience around, with that in mind please email your name, address, contact telephone number, and a summary of what's happened to reviewhelper@virginmoney.com - including the reference #83043.
We'll meet you over there.
Thanks, Virgin Money
Account does everything you expect of a…
Account does everything you expect of a business account, charges are very reasonable.
Account opening process straightforward, not as quick as some but ended in a positive result. ID checking process different from most but actually works (I seem to have problems with some banks and don't know why).
22 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hello,
Thanks for taking the time to stop by and leave us a review and sharing your recent experience.
We're sorry to hear the opening of the account didn't happen as quickly as you'd hoped. We're delighted everything came together in the end, and the 5 star rating has really made our day!
Thanks, Virgin Money
I'm still awaiting my pin number…
I'm still awaiting my pin number through the post. They constantly send you to the app on your phone, which I do not want, and wouldn't have got the card knowing that I can't make payents online. The process of contacting them on the phone is excruciatingly slow due to the general mess about, although when you do get to speak to someone, they are helpful, but obviously not efficient, ie. no pin.
28 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Good Afternoon, thanks for taking the time to share your feedback with us relating to your new Credit Card account, and the management of that.
Sorry you're unhappy with the situation, and that you don't have a PIN yet - we understand how frustrating this will be, and this is something usually done via Mobile App as soon as you receive your Credit Card, as outline here: https://support.virginmoney.com/subtopic/pagecontent/article/KA-01759/
We try to be as clear as possible that you will need to manage the Credit Card on a Mobile App, on various parts of our website, and upon application.
A little background -A few years back we conducted extensive research into customer habits and behaviours, and removed our online portal / website in favour of the Mobile App as a result. This wasn't a decision we made lightly, but we understand that some customers would prefer not to use the App, so we introduced an array of online forms which can be found here:
https://uk.virginmoney.com/credit-cards/manage-your-card
Of course for any element of account management that's not covered via the forms, then it's a case of calling our Credit Card team directly on 0800 011 3210 (Monday - Saturday 8am-8pm and Sunday 10am-5pm) for assistance.
Going directly back to the PIN issue - If you have requested for this to be sent via the post following a conversation with our Credit Card team - it can take up to 5 working day to drop through your door. If it has been longer, please let us know, and we'll step in - I'll drop some details below.
Should you wish to go down that route, please email your name, address, contact number and the case reference #83036 to reviewhelper@virginmoney.com.
Thanks, Virgin Money
Garbage!
Current a/c app is garbage! Slow, buggy, basic, transactions often simply vanish! One second they’re visible the next they’ve gone! An absolute pile of crap! Whoever designed this pile of junk should be sacked!
28 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Good morning Brian, thanks for taking the time to review our Mobile Banking App - we're sorry to see you're running into issues at your side, and totally understand the concerns behind that.
We'd recommend you connect with our Current Account team directly so we can look into this, you'll find them on 0800 121 7365.
Our opening hours are Monday to Saturday 7:00am to 9:00pm, and Sunday 10:00am to 5:00pm.
They'll take it form there.
Thanks, Virgin Money
An update that downgrades
Their "updated" mobile app is an absolute disaster - they have focused (not very well) on the look and feel and abandoned highly useful existing functionality in the process.
27 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Good morning Bob, thanks for sharing your opinion relating to our Mobile App - we're sorry to see you aren't a fan of the changes, and we apologise for any frustration caused following our recent update.
We welcome all feedback, and we work towards continuous improvement, your comments are taken onboard during this process.
If it's the 'Budget & Spending' forecast you'd like to see reappear, we are working behind the scenes to provide something similar. Soon you'll be able to track your balance, so you know what's left until payday, and also see your spending by category, and compare it month by month.
You can find more information relating to our Mobile App updates over here for your reference:
https://uk.virginmoney.com/current-accounts/pca/app-features/
Moving forward, we hope you'll see the benefit of the changes we make.
Thanks, Virgin Money
Below par customer service
I am trying to transfer funds from my account to another one of my accounts. Have called back several times with the promise of a call back and nothing happens. I have done all
the online checks and still awaiting a response. I can understand checks but when you have completed them the funds should be released.
27 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Good evening Jane, thank you for making us aware of this.
We're sorry that you've had so much trouble with these transfers, and that you never did receive the promised call back you were advised of.
Can I ask if you could please email us your name, address, contact number, what type of account you hold with us, and the reference of #83027 to reviewhelper@virginmoney.com.
Doing so will allow us to collect more information, and try to support you further with this from our end.
We look forward to hearing from you.
Thanks, Virgin Money
Very dissapointing
Sadly Virgin Money is not fit for purpose as a banking institution.
I have had multiple issues adding new payees to the app (the latest today) so have had to withdraw cash each time.
I have a high value insurance cheque which I have been unable to pay in to my account for two months, waiting on a 'personalised paying in slip' to use at the post office which hasn't arrived after three requests. Fortunately, I am able to use savings to cover my finances while the cheque is sitting in my house, but some less fortunate would not be able to do so and this level of incompetence would have higher consequences on the welfare of the individual.
Each time I book tickets with a particular airline, my debit card is frozen and I need to wait to contact the fraud department, who release the card after asking very low security questions defeating the object (just confirming the statements given).
So, if you prefer to have an App that works, an App which accepts new payees and a bank that allows you to pay in cheques from insurance incidents, please avoid Virgin Money. A very dissapointing fall from the competence of Clydesdale Bank.
27 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Good evening Alan, thank you for making us aware of this.
We do really apologise for the issues you've been facing when trying to set up new payees on your account, and also when trying to pay in the insurance cheque, we completely understand why you feel the way you do.
If you could, please email us your name, address, contact number and the reference of #83024 to reviewhelper@virginmoney.com.
This way we'll be able to look into this further, and hopefully get you the help you need from our end.
We look forward to hearing from you.
Thanks, Virgin Money
If I could leave a 0 star review
If I could leave a 0 star review, I would. DO NOT TAKE CREDIT CARDS OUT WITH VIRGIN. Utter, utter disgrace. At time to time, credit companies understandably need to question transactions for both their protection and yours. 100% understood.
However, when said investigation takes place, (the duration of which lasts for a month) we comply by sending bank statements, we call multiple times explaining to different people about the situation and not really getting anything back, other than corporate, robotic responses - you cannot feel anything but frustration.
Eventually, the case is closed and you carry on your life. 1 week later, ANOTHER email is sent with again, corporate drivel requesting more evidence, more time and money on your behalf, threatening to close your account if it isnt done within 14 days - its a joke! On top of that, my wife is 24 weeks pregnant and the stress that they are causing her, after repeatedly telling them, is completely disgusting. They have no moral compass, no thought or logic and their whole process is mind blowing.
Avoid virgin at all costs. They care about nothing but their processes and after receiving another email, I'm paying off what we owe and we will be closing the account now. This is not the service I expect from a supposed reputable credit card company. Joke
29 czerwca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi there, thanks for taking time out of the day to reach out about the issues you've faced and that it's all happened during your a period of time where you have plenty on your plate already.
Could you email your name, address, contact number and the reference of #83021 to reviewhelper@virginmoney.com - from there we'd look to support you further with these issues on your Credit Card.
We look forward to hearing from you!
Thanks, Virgin Money
My mum passed away on 16th July and so…
My mum passed away on 16th July and so I started the dreadful task of letting banks etc know. Virgin Money was her bank unfortunately the website states You can speak to our Bereavement Services team:
0800 0121590
Monday to Friday 8am to 6pm
Saturday 8am to 3pm
Sunday 10am to 1pm
this is not true because on Saturday I tried to speak to someone at 8:30 and no one was around if you have a sort code starting with 05, if you have one that starts with 08 then you are the lucky ones because you get to speak to someone, four times I tried, then I started the on line form, which took several attempts to find which eventually I did, tenacious being my strong point! this only allowed certain docs to be uploaded. I have received no email to confirm that they have received them except the success with a code number on it, unlike Lloyds when dealing with them. I have tried today at 8.30 and surprise surprise I have to ring back at 09:00 are you trying to make this experience worse than it really is or dont know how to put the correct times on your website.
27 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Morning Adle, thank you so much for bringing this matter to our attention - we're sorry we've let you down especially at such a difficult time in your life.
Could you email your name, address, contact number and the reference of #83020 to reviewhelper@virginmoney.com?
If you could also include details for us in order to track the account down (Your Mums name, address, contact number) that'd really help us get you to to the right place for assistance to help make the rest of the process with us as smooth as possible.
Thanks, Virgin Money
Great experience opening a new business…
Great experience opening a new business account.
26 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi Mark, thanks for taking the time over the weekend to leave us this lovely 5-Star feedback!
We love to hear that you've had a great experience opening your new Business Account, we hope to nail this each and every time :)
If you need any help in the future, you can find our contact details and opening times here to speak with us about the Business Account: https://uk.virginmoney.com/contact
We hope you have an amazing rest of the day!
Thanks, Virgin Money
very fast and easy
22 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Morning Iliya, thanks for taking the time to leave us a the 5-star review!
We're so glad to hear that you found the process fast and easy - it's what we aim for, and it's always great to here from a happy customer!
If you need any help in the future, you can find our contact details and opening times here: https://uk.virginmoney.com/contact
We hope you have the best week ahead :)
Thanks, Virgin Money
Straightforward application and really…
Straightforward application and really good customers service.
16 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi Tobiasz, thanks so much for the amazing 5* review, we really appreciate it!
We're glad to hear your application went smoothly, and that our customer service has been exactly to your liking, which is what we aim to offer.
Thanks, Virgin Money
Doświadczenie Trustpilot
Każdy może napisać recenzję na Trustpilot. Osoby, które wystawiają opinie, mają prawo do ich edytowania lub usuwania w dowolnym momencie. Będą one wyświetlane, dopóki aktywne jest konto.
Wykorzystujemy wiedzę odpowiednio wykwalifikowanych pracowników oraz sprytną technologię, aby chronić naszą platformę. Dowiedz się, jak zwalczamy fałszywe recenzje.
Dowiedz się więcej o procesie recenzji Trustpilot.
Weryfikacja może pomóc zapewnić, że recenzje, które czytasz na Trustpilot są napisane przez prawdziwych ludzi.
Oferowanie zachęt w zamian za pisanie recenzji lub wysyłanie próśb o ich wystawienie w sposób selektywny może wpłynąć na TrustScore, co jest sprzeczne z naszymi wytycznymi.