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
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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 98% of negative reviews
Typically replies within 24 hours
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Transferred an ISA from one Virgin…
Transferred an ISA from one Virgin account to another advertising 4.15% interest. On opening the account, it shows interest as only 3.99%. Customer services very vague about why this is, and online chat not working. Will be looking to move ISA to another company asap.
30 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Keith, thanks for bringing this to our attention - we're sorry to see you've been left a little puzzled by the lower than expected ISA interest rate, we would be too, and we'd like to check up on this for you!
Please email reviewhelper@virginmoney.com, with your name, address, contact number and the reference #82440, and we'll see what we can do to help.
The last thing we'd like to do is to lose your custom, so I hope you take us up on the offer, and we'll meet you over there.
Thanks, Virgin Money
Horrific experience
Horrific experience, app does not work and neither does log in. I’ve worked with many different providers and none are as awful as Virgin. Urgently trying to get my money out and set up a new isa elsewhere. Don’t be fooled by the rates, it’s honestly not worth it
30 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Amy, thanks for taking the time to leave us feedback.
We're really sorry to hear of your experience and understand the importance of being able to access and sign-in to your savings account.
If unable to access from the App and online it would be best to speak with our savings team directly, and they'll be happy to talk you through and see what's going on. You can find contact details depending on your account sort code here: https://uk.virginmoney.com/contact/savings/
Thanks, Virgin Money
Virgin money bank is by far the best UK…
Virgin money bank is by far the best UK bank available to customers.
They have friendly helpful understanding and professional telephone representatives , where the team are super kind and wanting to know you instead of just a number
30 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Ronnie, thanks for sharing such wonderful comments following your recent telephone call!
We're over the moon you've felt this way after speaking with our colleagues, and we really appreciate you taking the time to share this.
Have a wonderful day ahead, and you know where to find us if you need us.
Thanks, Virgin Money
Talk about double standards.18 months…
Still no phone call from a manager.even though call back booked.
The is the worst bank in England.its got worst after merger wi nationwide.there just interested in there adverts on TV.not vunrable customers like me that's hungry.
30 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Dean, thanks for taking the time to leave us feedback.
We're really sorry to hear how much frustration this has caused for you.
When reviewing applications, we consider a range of factors both external and our internal lending criteria to ensure we are making responsible lending decisions - that being said we completely understand how disappointing it is to be declined for this.
We're also sorry you're unhappy with the outcome of your complaint. You can certainly raise your concerns with our team directly on 0800 055 6655, around Monday to Friday 9am till 5pm, and they'll be happy to review this again and help reach a resolution.
Thanks, Virgin Money
Took to long to send card, my car insurance quote rocketed
Took so long from approved credit card to be delivered to my house (2 weeks!), the car insurance quotes sky rocketed. Unfair how this issue isnt highlighted when applying!
8 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Tim, thanks for sharing your feedback with us - we're sorry to see the Credit Card delivery took longer than you anticipated - and for the knock on effect.
As standard it can take 7-10 working days for that to drop through your door, although on some occasions it can take much less time to arrive.
Thanks, Virgin Money
when you just know something is not right
Card holder for about 5 years problem free until the last 3 days
day 1 - holiday company unable to take damage deposit. Booking deposit a year ago was ok as was the balance of payment 2 months ago
day 2 - unable to pay on line to renew breakdown cover. One time password never arrived, tried several times eventually paid over the phone
day 3 - took a faulty product back to the garden centre - refund declined twice in the end provided my bank details instead so the cost could be refunded
So 3 calls totalling almost two and a half hours over 3 days with todays call being cut off by call handler after 56 mins without notice having claimed the call could not be escalated when I asked if I could have a replacement card.
Still no further forward just keep fobbing me off saying nothing wrong with the card.
29 June 2026
Unprompted review
Reply from Virgin Money UK
Good morning Lynne, thanks for sharing details of your recent experience - we totally understand how frustrating it can be when things don't go to plan, and we're sorry for any inconvenience caused with the transactions you've outlined.
I can also only apologise that you've made several calls, and you're no further forward with this. In order for us to escalate this to the relevant department for review, please email reviewhelper@virginmoney.com with the reference #82417, your name, address, contact number and we'll take it from there.
Thanks, Virgin Money
Excellent service
Very efficient fuss free Isa transfer out on date of maturity without any delays whatsoever. This followed a very helpful telephone conversation a few days earlier clarifying the procedure. If only their interest rates were as competitive as they used to be.
24 June 2026
Unprompted review
Reply from Virgin Money UK
Hi, thanks for leaving us the 5-stars!
We're glad to see that you've had a lovely telephone conversation with our team, and that is has left a great impression, as this is the type of customer service we aim to provide.
Our team monitor the market daily, and at any time, new rates and ISAs may be added to what we offer, so please keep an eye out going forward should you be looking for a higher rate.
In the meantime, please take care and have a lovely day.
Thanks, Virgin Money
what a crap app
29 May 2026
Unprompted review
Reply from Virgin Money UK
Hi Lucy, thanks for leaving us a review.
We're sorry to see that you're unhappy with our App, but let us point you in the right direction to get this sorted.
We'd recommend calling our Mobile Helpdesk to get to the bottom of your concerns, and/or issues you've been having (Or, simply just to provide us feedback). You can find our opening times and contact details here: https://uk.virginmoney.com/contact/
If you still have access to our App, you can also use our Live Chat to let our team know what is happening.
Thanks, Virgin Money
Complaints team don't care about poor service
]Incorrect and inconsistent information given and staff trying to make it hard hard as possible to deal with them.
When raising a complaint they will note it down wrong and then when you call to speak about it only the complaints handler assigned the case is allowed to speak to you and they will not call you back. Currently on my 22nd day of waiting for a call back from the complaints team.
I pity Nationwide having bought this terrible organisation and hoping they may be able to sort it out in the future.
27 June 2026
Unprompted review
Reply from Virgin Money UK
Morning Dan, we're sorry you've had poor service with incorrect and inconsistent information provided.
From our side we understand you'd like this resolved as quickly as possible but the Customer Relations team do have up to 8 weeks (15 days for payment-related complaints) but they'll always if able to aim to fix things before then.
You can also find more information relating to our Complaints' procedure over here: https://uk.virginmoney.com/service/complaints/
Thanks, Virgin Money
Very unhappy with the company as I've…
Very unhappy with the company as I've reported unrecognisable transactions on my card and it took weeks to get a response then promised a call back on the day which didn't happen until the following day. Their lines are not open over weekends which is strange considering possible fradalent transactions. Have put in a formal complaint but intend to close my account with them and thought it's only fair I make other potential customers aware as this review is in line with their service - Poor.
Update I don't think I've ever been so disappointed from a banking service... It's not easy to get through or to the right department... There's no simple report a transaction as fraud option on the app or online banking. You don't feel like you're like you're talking a professional when on the phone to virgin. My matter is still unresolved and may have to take up with the ombudsman.
24 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Benjamin, we're so sorry your experience has led to raising a complaint.
If our Customer Relations team can't resolve your complaint within 3 business days, they'll keep investigating it and be in touch once there's a decision. This can take up to 8 weeks (15 days for payment-related complaints) but we'll aim to fix things before then.
You can also find more information relating to our Complaints' procedure over here: https://uk.virginmoney.com/service/complaints/.
We hope this is all sorted for you soon, and would be sorry to lose you as a customer off the back of this.
Thanks, Virgin Money
A great service with a great business…
A great service with a great business account
23 June 2026
Unprompted review
Reply from Virgin Money UK
Morning Jason, thanks for heading over this way to give us a fantastic 5-Star review!
It's amazing to hear that you've had great service, and that our team has had such a positive impact to lead you towards providing feedback.
We hope you have a great Sunday, and enjoy the weather if it's sunny where you are!
Thanks, Virgin Money
Very disappointed with Virgin Money
Very disappointed with Virgin Money. The lack of communication has been extremely frustrating, with little to no updates and long delays when trying to get answers. On top of that, I've been overcharged without a clear explanation, making the whole experience even worse. Customer service has not been helpful in resolving the issue, and I've had to spend far too much time chasing them. I expected much better from a bank of this size. I wouldn't recommend Virgin Money based on my experience.
26 March 2026
Unprompted review
Reply from Virgin Money UK
Hi there, we're so sorry that you've had to head this way to leave feedback about what sounds like a really frustrating experience.
We'd love to put this right, so we can do this, would you be able to email reviewhelper@virginmoney.com with the reference #82378 along with the type of account you've had these issues with, your name, postcode and contact number, and we'll take it from there.
Thanks, Virgin Money
Hang your head in shame.
Hang your head in shame.. block your card.. then don't tell you .. they will pick up the phone but they tell you you have to wait up to 10 days to re review your card.. in the meantime I'm stuck late at night with a young family with my card blocked for no reason and no way to hire a car ...
27 June 2026
Unprompted review
Easy and quick application process
Clear explanation of offer and future spend options
27 June 2026
Unprompted review
Reply from Virgin Money UK
Great to hear from you, Ann - thanks for taking the time to review how you've found things.
Your 5* review is exactly what we love to see drop in.
Thanks, Virgin Money
My wife had a fraudulent action on her…
My wife had a fraudulent action on her bank account it took them two weeks to send out a new card it is now four weeks & still no pin number despite four requests over four weeks each time they say it's been sent out & it never arrives , I have asked to speak to a manager but the operator will not let me speak to one this seems common from call centres these days so four weeks no access to money , the bank refuse to send a pin by recorded delivery which they state is for security reasons which is rubbish , the operator obviously reading from a screen as she was no help at all , where do I go from here my money is getting withheld by this bank as we have no access to it, I will be going through the financial ombudsman as I feel.we have a very strong case , obviously they will answer to this complaint , in reply to the reply we have exhausted that route over a four week period hitting a brick wall every time
26 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Michael, thanks for taking the time to leave a review.
We’re very sorry to hear about your experience, especially following fraudulent activity on your account. We understand how frustrating it must be to be without access to your money for this length of time, and this isn’t the level of service we aim to provide.
So that our team can take a look into your whole experience for you - we'd urge you to give them another call through, they'll be able to raise this further and let you know the next steps needed.
Thanks, Virgin Money
Nationwide is now Virgin.
Applied to Nationwide, Virgin Money hijacked the application. Yes they might have taken over, but that wasn't clear from the offset. Notoriously difficult to get hold of, unless they want to get hold of you.
Only just opened the account, so feedback is on application / opening account ONLY. Hopefully online banking is better, but I have yet to experience this. 10 Jun 2026
Edited to say: I was emailed to ask for feedback, so this is a PROMPTED review.
10 June 2026
Unprompted review
Reply from Virgin Money UK
Hi there, we're sorry to hear you found the application unclear and we'd like to help.
So we can do this, would you be able to email reviewhelper@virginmoney.com with the reference #82345 along with the type of account you've applied for, your name, postcode and contact number, and we'll take it from there.
Thanks, Virgin Money
Banking App changes.
I wish they'd leave their banking app alone. There was nothing wrong with it in the first place.
22 June 2026
Unprompted review
Reply from Virgin Money UK
Good morning Christopher, thank you for spending the time today to leave us this review with your feedback about the App changes.
We'd love to know a bit more about which parts you'd like to be left as there were, so please head over to one of our Social Media platforms like Facebook, X or Instagram where we can chat further!
Thanks, Virgin Money
Easy to open account
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 response was 'I don't know'
25 June 2026
Unprompted review
Reply from Virgin Money UK
Morning Vinny, thanks for taking the time to give this positive feedback about your recent Account opening!
We're disappointed to hear that you've found the customer service to bit hit or miss!
We’ll continue working hard to provide you with the best possible experience when reaching out in the future.
Please take care, and have a great weekend.
Thanks, Virgin Money
ISAs interest maturity ...Virgin deliberately make it difficult
When ISAs mature Virgin make it pitiful. No where do you want your interest to go...with your re investment or an easy access acc .NO I want it to go to my nominated Acc.
Why do I need to open another account to get my interest just to close the bloody thing!!! Why when I call cant the staff do it,otherwise what's the purpose of having a call centre!!! Oh no you have log back in and send a message which will be responded to within 3-5 days.
God knows why Nationwide took these clowns on ...it won't reflect well on their overall performance
Most banks keep it simple but Virgin make it as difficult as possible....totally useless
25 June 2026
Unprompted review
Reply from Virgin Money UK
Morning Keith, thanks for heading this way to share your feedback about the maturity process.
We're sorry that it's not been as simple as you'd have hoped. It should be simple and we're always looking to improve getting any interest earned sent over to a nominated bank account. Usually there is a process for this when an ISA has an 08 sort code.
If you need any further help with your maturity please head over to one of our Social Media platforms like Facebook, X or Instagram where we can get you any other help needed!
Thanks, John
Yet again terrible service from this bank
I pay for my brothers Voxi sim account. He has left the country to retire and unfortunately removed and destroyed his sim without cancelling the account. I have the payment set up on my card. He also cannot access his online account as they send a verification text to his phone which obviously he doesn't have. So my route was to cancel my payment through Virgin but they refused and said I would need to take it up with company. However my understanding is that under the UK's Payment Services Regulations 2017, I have the right as the cardholder to withdraw my consent for a continuous card payment (sometimes called a Continuous Payment Authority or CPA). As this is a Continuous Payment Authority on my debit card under the Payment Services Regulations 2017 and the Financial Conduct Authority's guidance, I understand that I can withdraw my consent through my bank. So why won't they cancel it ?
24 June 2026
Unprompted review
Reply from Virgin Money UK
Good Morning Carmel, thanks for bringing this matter to our attention - we completely understand why you'll be eager to ensure everything is taken care of correctly.
We're sorry you have concerns regarding the guidance you've been given from the team directly - let's check it over to ensure we're all on the same page.
Please email reviewhelper@virginmoney.com with the reference #82306, your name, address, contact number and a summary of your review - we'll take it from there.
Thanks, Virgin Money
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