The positive is they offer decent savings rates. The negative is that everything about dealing with Virgin Money leaves you tearing your hair out. Every interaction with Virgin Money... See more
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Review summary
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Reviews shaping this summary
Business account: Its free, so fine, but its so slow sometimes. One day transfers in are fine, then another everything in and out is pending. Got an obtuse answer from their chat which frankly I beli... See more
Company replied
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
Company replied
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
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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
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 98% of negative reviews
Typically replies within 24 hours
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Like a test of your sanity from the depths of hell
One of th most infuriating experience I've had on two separate accounts. My daughter's child savings account is essentially being held fraudulently, they won't let us change address as the account is barred. They are continuing to send letters to an address we have told them we don't live at. Even the staff have been embarrassed and apologetic but explained it's an awful system.
My credit card with a £17k limit was regularly used until this debacle, so I closed it. I was then told my account was in credit and they couldn't pay me th money they owed me unless I reopened it. Yet another half hour call, where I'm asked the same questions 2-3 times.
I have closed my credit card now and am now going to the financial ombudsman about my daughter's savings account.
I would advise anyon with sanity who wants to keep it to avoid Virgin.
2 June 2026
Unprompted review
Reply from Virgin Money UK
Hi there, thanks for taking the time to leave feedback.
We're very sorry to hear about your experience - this sounds incredibly frustrating and isn't the service we aim to provide.
We understand how important it is to have access to your accounts and accurate details. While these procedures are in place to help protect our customers, we do apologise for the inconvenience caused.
If you'd like to take this further, you can email our team directly at customerrelations@virginmoney.com or use our online form here: https://uk.virginmoney.com/service/complaints/ - our team will fully investigate and respond to you directly.
Thanks, Virgin Money
Man alive
Man alive, the most useless company I have ever had the displeasure to be associated with. I have had an account for 15 years, they have no clue, literally no clue SOMEONE CALL ME, I need you to to take your solemn duty seriously. I have a manager who does not respond, there is no complaints process, operatives don't know what products you have. I AM SHOUTING INTO A BLCK HOLE, please get a grip. Please do not respond with platitudes I need actions, not a wed link, not why don't you go to an online chat, a live human adult with the power to speak to a customer.
2 June 2026
Unprompted review
Reply from Virgin Money UK
Good Morning Rob, thanks for your updated review.
Sorry our initial response was not what you anticipated, and you're feeling let down by the way everything has been handled so far.
In an attempt to turn your experience around, please email reviewhelper@virginmoney.com, with your name, address, contact number, and the reference #81644, and we'll escalate this over to the relevant team for review.
Thanks, Virgin Money
Time wasters
Time wasters. I have finally got my statement of interest for my current account. £6 for the year. What a complete waste of time. Every year it takes me about an hour to find this. Then I have to declare it to the tax man. If Virgin money was run by real people instead of robots they would realize that nobody wants to spend hours looking for £6. Why oh why don't they just stop paying such stupid rates of interest. Do they think that people are idiots. No wonder they had to be taken over by Nationwide. Hopefully Nationwide is run by real people. No other bank is anywhere near this bad. Nationwide will wish that they had never taken over this useless bank.
2 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Michael.
We're sorry to hear you were disappointed with the amount of interest earned on your Current account and the process you're required to follow to obtain that piece of information.
Whilst we believe our current rates remain competitive and fall inline with other lenders out there on the financial market, we appreciate you taking the time to share your thoughts and will be sure to pass your feedback on to the relevant team.
Thanks, Virgin Money
Theft by Virgin Money
Virgin Money have charged me £160 for an account that I did NOT open. I called and informed them, they refuse to believe that it was not me and refused to refund the charge. The account was apparently opened online in 2022. Not by me. They insist on a crime reference number and I have reported this with REPORT FRAUD but they no longer issue CR numbers for identity theft. Virgin refuse to believe this and will not even check with Report Fraud to verify. They tell me that without a CR number they will not investigate further. I feel as though I have been mugged, and no one will help. The account hasn't even been used, apparently. The £160 charge came out of the blue with no warning or explanation, it was deducted without my consent, and Virgin Money refuse to refund it. I consider this to be theft, and they simply will not listen, just keep exonerating themselves by saying that 'it looks like' a genuine application and asking for a Crime Reference number which it is not possible to obtain. Next stop is the financial Ombudsman..
2 June 2026
Unprompted review
Reply from Virgin Money UK
Good afternoon Fabienne.
We're sorry to hear you feel the response given from our Fraud team lacked in understanding, and the help/support provided was not what you'd anticipated.
In order for us to get a clear understanding of exactly what's happened, we would suggest raising a formal complaint. In doing so, our Customer Relations team will conduct a full investigation behind the scenes to establish how the application was made and take the appropriate action, should that be necessary.
If this is the route you wish to go down, please send full details of your case over to customerrelations@virginmoney.com.
Once the complaint has been raised, the team will send acknowledgement within 5 working days. They then have up to 8 weeks to provide a final response. If at this point you still remain unhappy, you would then have the right to refer your case to the Financial Ombudsman Service for further investigation.
Thanks, Virgin Money
Very good customer service
Very good customer service. I scored 4 because of the challenges setting up online banking. However Customer services put me through to the correct staff members who were very patient in trying to sort out the technical glitches I was experiencing until we got everything sorted.
27 May 2026
Unprompted review
Reply from Virgin Money UK
Hi Ruth, thanks for heading over to give us a review.
We're sorry to see that there was challenges with getting the Online Banking set-up, but it's great to hear that our customer services team were on hand to assist in getting this all resolved.
Ensuring our team is providing the best possible support to all of our customers is important to us, and we're pleased that the experience you've had with us so far has had such a positive impact.
We’ll continue working hard to provide you with the best possible experience moving forward.
Take care, and have a great week ahead.
Thanks, Virgin Money
No zero stars??? There should be!
No zero stars??? Too bad, Virgin Money would plainly deserve it!
The worst experience of my life with payments made from my business bank account!
They've stopped payments as little as £32 which were wages!!!
No one got back to me in the last 36 hours to check for fraud! God forbid i was defrauded, or i frauded anyone! No help either way from Virgin Money and their "special" team "The Fraud Team".
Practically, my business is at a standstill because of this team that hasn't gotten back to me.
Shame on them! Shame on Virgin Money, they are making a bad name for Nationwide which has been my favourite up until now.
Nationwide, you got into bed with the wrong crowd.
31 May 2026
Unprompted review
Reply from Virgin Money UK
Good afternoon, thanks for bringing this to our attention.
We're really sorry to hear that payments have been stopped for your account, and that the experience you've had with us so far hasn't met expectations.
Providing the best support possible to our customers is important to us, so it's disappointing to hear that the team hasn't provided an update so far.
We're keen to take a closer look into this for you. So we can do this, please could you send us over an email to reviewhelper@virginmoney.com including your Full Name, Mobile Number and Post Code with a brief outline of the exact issues you are having, and including the reference of #81697 - we can take it from there.
We hope to hear from you soon.
Thanks, Virgin Money
Awful experience with Virgin money
Awful experience with Virgin money. I took out an ISA last year. Despite holding a Virgin account for many years they requested identity verification details which I provided. Virgin has now closed the ISA and returned the money claiming the identify information was not received. After providing a reference number they did accept the identification documents had been received but now claim I did not provide an account number despite account number being a mandatory field. It’s clear that Virgin’s identification process failed but they are not willing to take ownership. As a result, I’ve lost my ISA allowance for the year.
31 May 2026
Unprompted review
Reply from Virgin Money UK
Good afternoon, thanks for taking the time to provide this feedback.
We're really sorry to hear that the ISA was closed, and that the experience you've had with us hasn't quite met expectations.
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.
As part of the complaints process, the situation will be fully investigated by our expert team, and we'll aim to resolve your complaint within 3 business days, following the day it's received. If we're unable to resolve this within that time, we'll keep you informed until your complaint is resolved.
If we can't resolve the complaint within 3 business days, our Complaints team will continue investigating it and be in touch once there's a decision. This can take up to 8 weeks, 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 resolve to your satisfaction soon.
Thanks, Virgin Money
AVOID AVOID AVOID
If there was an option for -10 stars that’s would be my rating.
Absolutely disgraceful experience with Virgin Money.
Virgin Money completely messed up the closure and switching of my bank account and have effectively locked me out of my own money. I was repeatedly told there was “nothing they could do” and that I would have to wait up to 7 days to access MY OWN FUNDS.
This money is not optional spending money — it’s money I need to travel to work, live, pay bills, and go on a holiday I was supposed to leave for. Because of Virgin Money’s incompetence and refusal to resolve the issue properly, I have now had to CANCEL my holiday entirely.
What makes this even worse is that I was told yesterday that this would be sorted today. It is now the next day and absolutely nothing has been resolved.
I was also told I could not reopen or set up an account to move my money out, leaving me effectively stranded without access to my own finances because of THEIR mistake.
The only positive thing I can say is that the young woman I spoke to on customer service was polite and professional personally — but the actual handling of this situation by Virgin Money has been beyond unacceptable. Constant “I do apologise” responses do not help when you are leaving customers without access to their own money.
The stress this has caused is unreal. I have lost money, lost a holiday, and been left unable to properly access my own funds because of a complete failure on Virgin Money’s side.
I will be escalating this complaint further because this entire situation has been handled terribly from start to finish.
Avoid this bank.
2 June 2026
Unprompted review
Reply from Virgin Money UK
Good afternoon, thanks for heading over to give this feedback.
We're really sorry to hear that the switch of the Current Account hasn't gone as smoothly as expected, and we apologise for the stress caused by this situation occurring.
Ensuring all of our customers are as supported as possible at each step of the switch process is important to us, so it's disappointing to hear that we've fallen short of achieving that here.
We'd love to take a further look into this for you. So that we can do this, could you please send us over an email to reviewhelper@virginmoney.com including your Full Name, Mobile Number and Post Code, alongside the reference of #81687, and we can take it from there.
We hope to hear from you soon.
Thanks, Virgin Money
Really frustrating with condescending agent
Really frustrating call with very condescending customer support agent. Their app shows something different than her system was showing, and instead of listening she kept interrupting me and saying "I'm customer service, I'm not responsible for the app".
1 June 2026
Unprompted review
Reply from Virgin Money UK
Good morning Anthony, thanks for bringing this matter to our attention - it's certainly disappointing to hear, and we're sorry the call has left you feeling frustrated.
In order to take a closer look, and to understand your concerns, please email reviewhelper@virginmoney.com with the reference #81673. If you can tell us your account type (no account specifics), your name, address, contact number and a summary of what you were querying on your call, we'll take it from there.
Hope that's okay, and we'll meet you over there soon.
Thanks, Virgin Money
poor systems and too slow
poor systems and too slow
- edit after reply.
my review wasn't actually about the app - I haven't even used the app as I couldn't get past your other poor and slow systems.
Thank you for the boilerplate reply to show how much you care.
1 June 2026
Unprompted review
Reply from Virgin Money UK
Good evening Tim, thanks for taking the time to leave us a review today, we appreciate it.
We're sorry to hear that your experience with our Mobile App has left you feeling that it is poor and too slow, as we completely understand how frustrating this must make managing your finances.
We will definitely take this on board when it comes to how we can upgrade our App in the future, but in the meantime you can always give our support team a call as we may be able to offer more assistance with this directly on our end.
You can find all our contact details here: https://uk.virginmoney.com/contact/
Thanks, Virgin Money
Update 2/6/2026
Good Morning Tim, thanks for your updated review.
We're sorry for any crossed wires, and for the assumption that you were referring to our Mobile App in your initial review.
We'd like to gain a better insight into what systems you're unhappy with, so we can fully understand the situation. With that in mind - would you like to drop us an email to reviewhelper@virginmoney.com and we'll continue?
If so, please provide reference #81666, and we'll meet you over there.
Thanks, Virgin Money
I asked Virgin money to defer a…
I asked Virgin money to defer a standing order payment via my app but they took it out regardless.
It's shown as been paid to where I originally intended it to go but not showing up on my account as been paid.
Very confusing and frustrating.
1 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Martin, thanks for taking the time to leave your feed back today, we really appreciate it.
We do apologise that what you requested was not actioned for you, as we completely understand how this would leave you feeling completely let down and frustrated.
You're always more than welcome to get in touch with us, as our team would be more than happy to look into this for you in order to figure out exactly what's happened here, and work to get this resolved.
You can find all our contact details here: https://uk.virginmoney.com/contact/
We hope to hear from you soon.
Thanks, Virgin Money
They don’t match credit limits to…
They don’t match credit limits to earnings no intelligence at all
1 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Ben, thanks for leaving a review for us.
We apologise if the credit limit hasn't matched the amount you'd have liked, but you can appeal this so our team can review this to see if we can offer further funds.
You can reach our team on 0800 389 2875, they’re available Mon-Fri 8am-6pm, & Sat 9am-3pm. They'll be able to do this for you.
Thanks, Virgin Money
DO NOT FALL VICTIM
Absolutely shocking service. Unwilling to listen to clients. Practically robbers with no concern for their own conduct. Avoid like the plague.
30 May 2026
Unprompted review
Reply from Virgin Money UK
Hi Bailey, thanks for bringing this to our attention.
We apologise that you feel like we do not listen, and the seriousness of your review, however, we'd like to help get to the bottom of this with you.
We'd either recommend calling the team directly to get this resolved, and you can find our opening times along with our contact details here: https://uk.virginmoney.com/contact/ (Or log into your Account and use our Live Chat on our App, or Secure Messaging online).
Or, for ourselves to assist, could you please tell us in more detail what Account type you hold with us, with what seems to be happening, and include your full name, first line of your address and post code, contact telephone and add ref: 81628
You can send that to - reviewhelper@virginmoney.com
We'll then be able to look into this further for you.
Thanks, Virgin Money
a lot better since clydesdale bank got…
a lot better since clydesdale bank got gobbled up by virgin money. Still cannot transfer money abroad but at least I can access the account
7 May 2026
Unprompted review
Reply from Virgin Money UK
Good Afternoon John, thanks for sharing your views of relating to the previous acquisition of Virgin Money by Clydesdale bank, and subsequent rebranding - we're glad you saw this as a positive step.
Further details relating to the most recent changes, can be viewed here: https://uk.virginmoney.com/nationwide-transfer/
If anything was to change relating to your account as such, we'll certainly be in touch.
Thanks, Virgin Money
Untrustworthy and dishonest.
Their error has had a serious impact on my credit file and they refuse to correct it. I paid £4 more than the amount that was clearly displayed to me to bring my file up to date. I would not have knowingly paid over £1200 to have no effect. They have lied about what was displayed to me in relation to my complaint. The FOS will be investigating.
30 May 2026
Unprompted review
Reply from Virgin Money UK
Good afternoon Richard, thanks for taking the time to leave a review.
Sorry that following an investigation into your complaint by our Customer relations team, you remain unhappy with our response on the matter - completely understand you'll be disappointed by this. Details of how to escalate to the Financial Ombudsman Service should have accompanied our 'Final Response' documentation, and they'll certainly take a look into your complaint with an impartial view.
Thanks, Virgin Money
I forgot my pin and tried twice to make…
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 and which deportment. The last lady I spoke to got the transaction passed.There is a lot of fraud going on so banks have a nightmare job keeping our money safe.
Virgin at least answer the phone fairly quickly on a freephone number which is a nice touch. Well done!
29 May 2026
Unprompted review
Reply from Virgin Money UK
Good morning, thanks for your updated review - it's much appreciated.
We're glad to see you managed to speak to us quickly, and that the matter has been resolved.
Have a lovely weekend.
Thanks, Virgin Money
Outstanding bank
I’ve used Virgin Money for many years now including my parents and siblings - I guess you could it our family savings bank. My local branch in Carlisle is always super helpful, friendly and staff (despite not being a relationship bank) get to know you and truly care about your experience. I also had a similar experience in the Newcastle upon Tyne branch. While the digital services can be a little laggy/glitchy occasionally, they work and keep you secure which is key and are overall pleasant to use and feature packed. I love our Virgin Atlantic Credit Cards and the perks associated, alongside them being easy to use and the app works well. However, I’d love to be able to add the credit card app on multiple devices like the business/current account app. Products are often industry leading and often so simple to set up and operate. Customer Service over the phone is also excellent and clear to understand with convenient opening hours. Interest rates for savings are also excellent. Also there for me when I needed additional support due to personal health circumstances and went above and beyond to help. I’ve been to many banks, however, always seem to return to Virgin for their ease, care and support. Outstanding service and a lovely little bank. I’d be gutted if Nationwide dropped the Virgin brand and bank, however, I do love Nationwide too so best of both worlds!
29 May 2026
Unprompted review
Reply from Virgin Money UK
Hi there, thanks so for much for the Amazing 5* review, we really do appreciate it!
We're so glad to see that our team, products and processes have made you feel so at ease when it comes to managing you and your family's money, and are so grateful for all the kind words you have shared.
Here at Virgin Money we aim to make our customers feel more confident when it comes to managing their finances, whilst providing the best support possible, and we're so glad to hear that you're receiving both!
I hope you have a great rest of your day, and an amazing weekend as well.
Thanks, Virgin Money
Not good experience
Not good experience. They still write to me 4 years after i closed account. So clearly not deleted my data !
I did that (contacted on chat) and im told its a different department!! 🙄
29 May 2026
Unprompted review
Reply from Virgin Money UK
Hi, thanks for bringing this to our attention.
We apologise that you've been receiving letters in regards to an account with us, but let us point you in the right direction to get this all sorted.
It sounds like the account is either open, or has a balance on there for the letters to still be sent out, which are automated by our system.
We'd recommend contacting that team directly to get to the bottom of this via the details on the letter. Or, you can find our opening times and contact details here: https://uk.virginmoney.com/contact/
Thanks, Virgin Money
Pointless
Ref 81153
So even with virginmoney given me email which i used , ref number which i used ,still dont bother getting back to me . lack of interest and communication is shocking. 2 weeks ago I sent email of a complaint, complaint an complaint. Not even a acknowledgement.
Nothing in my spam before you blame that . If not interested at least say doing nothing ...
That's my point 2 weeks 14 days heard nothing so your 5 day policy isn't being done . Not even a we've got your email which I would consider standard practice. As 2 on trustpilot.com an 2 to bank directly you would think so effort would be made
29 May 2026
Unprompted review
Reply from Virgin Money UK
Hi Robert, thanks for bringing this to our attention.
We apologise that you've not heard back from our team with regard to your complaint, and that you've needed to log one, but we can help clear up the timescales and point you in the right direction.
When you log a complaint with us, if there's no resolution within 5 days, we'll send you a letter to inform you that we have up to 15 days to resolve a payment complaint, and up to 56 days on non-payment complaints.
If we breach of these timescales, you'll then have your right to take this to the Ombudsman.
However, once your complaint is allocated to a handler, they'll contact you to confirm the complaint details to make sure we have the correct information.
To get to the bottom of this, you can contact our Complaints Team on 0345 266 1244, they’re available Mon - Fri between 9am - 5pm or customerrelations@virginmoney.com
Thanks, Virgin Money
Since joining as a new member I am…
Since joining as a new member I am enjoying the use of my card, I'm hoping this will have a positive impact on my credit score, I was confused about how to making my payment for my card but I managed to sort it out 😊
26 May 2026
Unprompted review
Reply from Virgin Money UK
Hi Michaela, thanks for leaving us a review.
We're glad to see that you've now sorted out the payments to the Account, and that now you're on board with us, so a big welcome over to Virgin Money!
Please let us know if there is anything we can do to get that 5th star! And in the meantime, take care and have a lovely weekend.
Thanks, Virgin Money
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