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.
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Zjednoczone Królestwo
- uk.virginmoney.com
3,1
Średnia
13 tys. recenzji
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Ref 81153
Ref 81153. 56 days have past heard nothing back on this complaint. As virginmoney told me there rules . Another card has broken in this time. I phoned to get new card . I asked about my complaint (no staffs fault) told nothing there . So had to put fresh complaint in . Mistakes happen but this is Mistakes on top of Mistakes. Virginmoney told me the rules on this site . I've had to now put all reference numbers in from previous complaint from emails. I will be surprised if I get any outcome that's not made up like the 1st one
26 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi Robert, thanks for making us aware of this again.
We do apologise that these issues are still ongoing, that you've not heard back in regard to your original complaint even after the timescales have now passed, and that you've now had to put in another.
If you would like an update on these though, I'd recommend linking in with our complaints team directly on 0345 266 1244, they’re available Mon - Fri between 9am - 5pm or you can send them an email at customerrelations@virginmoney.com.
Thanks, Virgin Money
What have you done to the app
What have you done to the app. It used to send money instantly if you wanted to make a payment. It takes longer to do so before it was one screen you went into I just went into 3. Nothing simple about it. Change it back it’s rubbish
25 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi Jackie, we appreciate you taking the time to make us aware of this.
We do apologise that you feel the new update to the Mobile App has just made things more difficult compared to how they were previously.
All updates we make to the Mobile App are made with our customers banking experience in mind, and making things better for them, but we understand why you would feel this way.
We will most definitely take your comments on board when looking into future updates, so thank you very much for sharing them.
Thanks, Virgin Money
Exceptional Service – Highly Recommended
After a very disappointing experience with another bank, I was pleasantly surprised by the exceptional service I received from Virgin Money. Lianne was outstanding throughout the process of opening our charity business account. She kept me updated every step of the way, explained everything clearly, and was always friendly, professional, and genuinely helpful.
Her excellent customer service made the whole experience stress-free. Thanks to Lianne, our charity now has the account we need to support our work in the community.
A huge thank you to Lianne—she is a real credit to Virgin Money. Highly recommended!
15 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Good morning, thanks for taking the time to deliver such exceptional feedback for Lianne!
We're delighted to hear your comments, they've made our day, and we'll ensure Lianne, and the team have sight of these right away.
Have a wonderful weekend!
Thanks, Virgin Money
Odpowiedź od Virgin Money UK
Hi David, thanks for the 5-star review!
We're so glad to hear that you found the process simple and easy - it's what we aim for, and it's great to see that we've achieved that here.
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 a great weekend, and take care.
Thanks, Virgin Money
Transferring Out A Cash Isa From Virgin Money
I recently transferred two VM cash ISAs to other providers. VM only offers a 1 year term on their fixed rate cash ISA products, which is poor when compared to the breadth of products offered by other more progressive and transparent providers like Hodge, Aldermore, Furness BS, Nottingham BS and Market Harborough BS . The first transfer of my old postal ISA was quite smooth, although VM's postal savings products have a hyphen in the account number which totally confused the transferee provider, but we got there in the end.
The E-ISA was a different story. I logged on to give my maturity instructions, and unlike every other provider there is no box to tick to give a transfer out instruction. I messaged VM, and to be fair, got a very quick response. The response stated that the maturity options were only there for customers who wish to reinvest with VM. That is incorrect. They are there for the customer to give instructions as to how they wish to deal with the maturing product, which will include some customers wanting to transfer their ISA elsewhere. I suspect that this system is used to make people just give up and opt to extend the term of their cash ISA with VM as it's the easy (or only) option. It is also confusing for more elderly or vulnerable customers. VM and their new owner Nationwide need to look at this as under the Consumer Duty they have to treat customers fairly, and this is just sneaky. The transfer did go through to my new provider but on the maturity date my ISA was then transferred to a VM Easy Access ISA rather than straight to my new provider. I messaged VM to ask why this was and why the transfer hadn't happened, and the transfer then happened 30 minutes later. Was this a coincidence?
One last gripe; VM claims that they can't send me an email, even though I have had the same gmail account for 20 odd years and everybody else (including banks) uses it without a problem. I do of course receive VM's marketing guff with no problem at all.
24 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi Philip, thanks for heading over to provide this feedback.
When transferring the ISA over to a new provider, there isn't an option giving within the maturity options for this, as the ISA transfer request is submitted and managed entirely by the new provider that you wish to transfer it over to.
It's great to see that the transfer has gone through for you now, and everything is moving in the right direction. We're really sorry if this process may seem confusing, but we appreciate the feedback, and we'll certainly take it into account when moving forward.
If you'd be looking to raise this with our Savings team directly, you'd just need to give them a call on 0345 608 1604. They're available on Monday to Friday from 8am to 6pm, and Saturday from 8am to 3pm.
Take care, and we hope you have a great weekend.
Thanks, Virgin Money
So far so good
So far so good, easy to open, member of staff welcomed me . I’m happy 😊
22 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi Dolly, thanks for giving us a shining 5-star review!
We're delighted to hear that you've found the application process to be easy and straightforward. It's also great to see that you've had such a positive experience when speaking with our expert team.
We really appreciate you choosing to join us, and we hope you have an amazing weekend!
Thanks, Virgin Money
Disgusting customer service received…
Disgusting customer service received from 'complaints handler' Vicki who just closed my complaint, fobbed me off with a rude answer and took no responsibility for what is plainly, a tech issue at Virgin's end. I have asked for an escalation - I want this sent over to your executive complaints team please.
3 phone calls later (you cut me off twice for no reason) and an agent actually tried to help. The first agent was useless, did not know what she was talking about and then put me on hold and cut me off.
Another complaint sent in about your poor phone service. I will be transferring my balance and closing this card as soon as possible - absolute disgrace.
23 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi JT, thanks for bringing this to our attention.
We apologise that the line has been cut off, and that you believe the customer service hasn't been up to the high standards we aim to achieve, but we can help with this.
Before escalating to our Executive Complaints team, we'd recommend contacting the Complaint's team directly to see if we can get this resolved. You do not need to make a new complaint and start the process over, you can simply add the new points to your existing complaint. You can also request that this be escalated and looked at by another handler for a second opinion, and a manager to look in on it.
To do this, you can call our team, or due to the issues you've been facing, you can send them an email.
You can contact our Complaints Team on 0345 266 1244, they’re available Mon - Fri between 9am - 5pm or customerrelations@virginmoney.com
However, when chatting with them, you have your right to escalate to the Executive Complaint's team, or the Ombudsman. However, we'd like a chance to get this sorted for you promptly.
Thanks, Virgin Money
Worst customer service experience
Worst customer service experience. Thier staff dont care at all. They lie, dont call you back, pass you around like its a joke. I set up a password 5 years ago and they ask me how much my mortgage payments are and whats my overdraft, but I don't have no accounts with them. Because of that they cannot help me and thats it basically.
Cant wait to close these accounts.
23 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Afternoon Ethan, thanks for sharing your thoughts on a recent service experience with an Agent over the phone.
We're very sorry that your attempt to get the help you needed wasn't provided at your first contact.
So we're able to step up and help you towards resolving this one, can you please email your name, address, contact number and the reference #82985 to reviewhelper@virginmoney.com and we'll meet you over there to support further.
Thanks, Virgin Money
Application completed online
Application completed online, simple and easy and all completed quickly.
22 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi Stephen, thanks so much for your amazing 5-Star review, we really appreciate you taking the time to head this way!
We're so glad to hear that you found the application process simple, and that everything processed through quickly!
Thanks, Virgin Money
Waste of Time
Took this card out as a 0% balance transfer but after issuing the card they decided they couldn't transfer from my previous provider ! Waste of time and credit references.
Update 23/07/2026 - Thank you for your response. No - your only suggestion for this failing was that I'd maybe given the wrong details (I'd given the right details - twice in fact as you'd had 2 goes at this). The card I wanted to transfer from was a Mastercard, it wasn't a Nationwide or Virgin Money card. Whether or not it was underwritten in the UK - I have no idea,.
22 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Good morning, thanks for taking the time to comment on your experience of opening a Balance Transfer Credit Card.
We're sorry to hear you were unable to carry out your intended transfer, and we hope our Credit Card team were able to advise you on what the issue was.
You can carry out Balance Transfers from a UK Credit Card or store card that has a Visa or Mastercard logo. You cannot do a Balance Transfer from another Nationwide or Virgin Money Credit Card.
The provider you're looking to transfer from must also be underwritten in the UK.
Sorry you feel you've wasted your time, and for any frustration this has caused you.
Thanks, Virgin Money
be very careful when you create an…
be very careful when you create an account here, especially the business one, they make you verify your passport or other identity document, after which they reject your account, in other words they collect your personal documents without offering you any service
22 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Good Morning Natasha, thanks for sharing your thoughts on this matter.
We're very sorry that your attempt to open a Business Banking account hasn't ran as smoothly as anticipated, and this has left you feeling let down.
We appreciate the extra lengths that you've went to in submitting your identity documents, and can only apologise following on from that, the application was rejected.
We completely understand this will have been a disappointing outcome, and we're sorry we're unable to go any further.
Thanks, Virgin Money
You would be mad to open a business…
Farcical Service: You would be mad to open a business account with this mob. Worst app, worst customer service, worst experience. Antiquated system still have to print and scan paperwork to open anything. Never heard of editable pdf etc. Two days attempting to change mobile number for notifications. Given up. changing banks it's much easier. Telephone again What like I did today, bumped off as the app goes off after a few mins if you dont keep a beady eye on it. I apparently failed security as asked my dad a question as I could not remember especially as he sets up all my business accounts and is the accounts manager. It was so much easier on the high street real people who you got to know they interacted with you. Not faceless, some foreign, agents that don't really give a tuppenny toss and people that cannot be arsed to telephone the clients who pay their wages indirectly. They get paid for it! I dont get paid to sit on the line for hours. Farcical service.. like I say on the move back to Ti*e...!!! oh and they charge 0.90% to bank cash, the highest around !!
22 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Good afternoon Holly, thanks for taking the time to leave your review.
We do apologise that you feel this way in regard to our processes and the customer service we offer.
Of course we regret to hear this, as we strive to offer our customers the best possible support and experience, and apologise for the fact that you've not received this.
We would appreciate it if you'd give our business banking team another call so that we can help rectify this, and get your account back on track in regard to the mobile number linked with it.
You can find out Business banking teams contact info here:https://uk.virginmoney.com/contact/business/
We hopefully look forward to hearing from you.
Thanks, Virgin Money
Appalling Customer Service - Missing Funds
My business placed a large deposit on a 12 month fixed term with Virgin Money which matured on 7th July. To date, I have not received the funds and despite 10 phone calls, 4 emails and lodging a formal complaint, nobody at Virgin can tell me where the money is or when it will be returned. Every time I call, I am told that someone will call me back. I am both a personal and business customer of Virgin Money but as a result of this dreadful and stressful experience, I have lost all confidence in Virgin Money and am in the process of closing all accounts.
21 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Good afternoon, thanks for sharing your concerns relating to your Business account with us. Sorry we've let you down, and you're still awaiting confirmation of where the funds are - completely understand this will be a stressful time for you.
In order for me to escalate this to the team directly for further review, please email your name, address, contact number and the reference #82955 to reviewhelper@virginmoney.com and we'll meet you over there.
Thanks, Virgin Money
Deliberately making closing account…
Deliberately making closing account process difficult and will not allow you to do so over the phone
21 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi Greg, thanks for sharing your point of view. We're sorry to learn you're looking to close your account, you're unhappy with the process attached to this, and believe we're deliberately making this difficult - I assure you this is not intentional.
Closing instructions will vary depending on the type of account you hold, which I'm unsure of at the moment. They'll always be outlined prior to you accepting any account terms and conditions in the beginning.
On occasions we may need a signature if you've had a postal account, or require you to visit a branch in person with ID if it's a branch based account. If you've opted for an online account - this will be something that's carried online only by yourself, as opposed to over the telephone.
We hope the matter is resolved to your satisfaction soon.
Thanks, Virgin Money
Awful
Awful. Everytime I use the virgin credit card it's a headache paying the balance. Bank transfer gets returned within days despite putting correct reference in ... direct transfer opens camera lens with no bar code. You give customer service a ring and its the other side to the globe. And they can never help. Shit show doesn't even cover it.
20 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi Joey, thanks for bringing this to our attention.
We apologise that you've been having some issues trying to pay your Credit Card with us, but we can help with this.
For the Bank transfer, please ensure the reference is your 16 digit Credit Card number, this'll stop it from being returned, and you can save the details as a payee to save needing to input them for future payments:
Payee : Virgin Money
Sort code : 40 64 25
Account : 4132 0424
Ref : Your full 16 Digit Credit Card Number
You can also find alternative methods to pay here:
https://support.virginmoney.com/subtopic/pagecontent/article/KA-01708/
These include setting up a Direct Debit for automated payments.
Thanks, Virgin Money
Tried to move money from one account to…
Tried to move money from one account to another. Both accounts in same name. Transfer put on hold. Contacted by fraud department. Answered all security. Put on hold as lady said she was going to sort. After lengthy period of time cut off. Tried calling again. Trf three times. Answered more security questions the then asked for selfies of me. Now have to go into a branch. Very lengthy, complicated and frustrating process. Can understand reasons for further checks but not how extremely complicated they make it.
20 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi Jenny, thanks for making us aware of this.
We're sorry to hear that you were cut off during the initial call, and that you feel our process is very lengthy and complicated, we completely understand why you would feel this way.
We take the security of all our customers extremely seriously, and sometimes, this does involve extra checks, which may cause the process to take a little longer than usual.
We understand this can sometimes cause inconvenience though and do really thank you for your patience and cooperation.
Thanks, Virgin Money
Terrible customer service
My card never arrived and every time you try and engage with the phone lines you're told 'log into the app' which you can't do until your card arrives with the information! I was then put on hold by 2 separate people for over 20 mins without a response. Overall, very poor.
19 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi Sam, thanks for leaving your feedback today.
We do apologise that when ordering a new card with us, this card never did arrive, and that so far, you've not received the support you've been looking for, we completely understand why this is left you feeling the way you do.
We do ask if you could, please get back in touch with our support team, as if it's just the case of providing you with a new card for your account, we'd be able to look into this for you no problem at all.
You can find all of our contact numbers here: https://uk.virginmoney.com/contact/
We look forward to hearing from you so that we can put this right.
Thanks, Virgin Money
Easy to use setting up a credit card…
Easy to use setting up a credit card transfer to a Virgin Money % credit card.
29 czerwca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi there- thanks so much for your amazing review, we really appreciate it!
We're so glad to hear that you found the set up, and transfer process simple, and that this provided no issues.
Thanks, Virgin Money
Credit Card Department-
Credit Card Department-
They justify that they can anytime reduce the credit limit as part of their terms & conditions.
I have other credit cards and never had this problem. They never behaved irritatingly with unsolicited interventions. Because I, as a responsible borrower, never had any financial discomfort.
But VM Credit card team intervened as the credit limit was reduced 50% unbeknownst to me as they sent a latter much later. I found it very distressing and VM credit card lost my trust.
I might not use the VM credit card further as I don’t want to be surprised again.
18 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi Mr Islam, thanks for bringing this to our attention.
We apologise for any distress and concerns this may have caused, but we can help with this.
As a responsible lender, our Account can be reviewed at any time, and credit limits may be changed. This can be for a number of reasons and not necessarily anything being wrong with your credit or how you manage the Account.
However, to get to the bottom of this, we'd recommend contacting the Credit Card team directly to see what's happened, and appeal this decision should you wish to have the credit limit put back to the original amount on 0800 011 3210, they're available Mon-Sat 8am-8pm, & Sun 10am-5pm.
Thanks, Virgin Money
Shockingly shit
Shockingly shit. Online payments are difficult constantly stopped. Verification is ridiculously complicated and over the top compared to other banks. Managing my parents finances for them is almost impossible. I'll be moving there accounts to another bank as soon as possible.
17 lipca 2026
Opinia niezależna
Odpowiedź od Virgin Money UK
Hi, thanks for bringing this to our attention.
We apologise that you've been having some issues with online payments, but we can help with this.
We'd recommend contacting the team directly to get to the bottom of this, and to go through the alternate ways to make payments, so you can use the best one suited to yourself (please should you have any issues, you can have a back up method to save any issues).
You can use our Live Chat in our App, or find our contact details and opening times here: https://uk.virginmoney.com/contact/
The team will be able to take it from there and investigate further.
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.
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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.