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
Created with AI, based on recent reviews
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 99% of negative reviews
Typically replies within 24 hours
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Great credit cards
Easy application. Generous credit limit. Great 0% offer on balance transfer. Easy to use app on the phone
23 April 2026
Unprompted review
Reply from Virgin Money UK
Good afternoon Adam, thanks for coming our way to leave a 5-Star review!
It's lovely to hear you've found the process nice and easy, we're glad that you've chosen to join us.
Have a great rest of your weekend :)
Thanks, Virgin Money
Rachel in customer services was…
Rachel in customer services was amazing, quick to respond and sorted out my next payment option - thank you - lovely to interact with a person as opposed to the AI bot that’s to be honest, not very helpful.
9 May 2026
Unprompted review
Reply from Virgin Money UK
Hi Rich, thank you for heading over to our Trustpilot page to leave your amazing feedback about Rachel!
It's lovely that you were able to connect with her, and that in doing so you've had your query on your next payment option sorted out :)
Have a brilliant rest of the weekend!
Thanks, Virgin Money
Spoke with Adam today for a quick…
Spoke with Adam today for a quick question I had - they were very helpful and quick with responding.
9 May 2026
Unprompted review
Reply from Virgin Money UK
Hi Kiera, thank you so much for taking the time our of your Saturday to share your recent experience with Adam!
It's always so pleasing to know that our customers are getting all the support they need and that the query was answered quickly in a helpful way :)
Thanks, Virgin Money
Rachel the online human assiatant…
Rachel the online human assiatant sorted my issue immediately for me. I only waited for 2 minutes before she joined the chat & resolved it for me.
9 May 2026
Unprompted review
Reply from Virgin Money UK
Afternoon Jack, thank you for taking time out of the weekend to leave this glowing review!
We're so pleased that Rachel was able to resolve your issue today in swift fashion :)
Thanks, Virgin Money
Utterly Useless Bank
Unable to make payments using VM internet banking for 6 months now. Trying to drive everything thru app. VM has been plagued by technical failings for years (underinvestment), but is always in denial. Almost impossible to contact & takes an age to respond. Utterly useless bank. AVOID!
8 May 2026
Unprompted review
Reply from Virgin Money UK
Morning Philip, we're so sorry that you've experienced this when looking to make a payment using our online service.
In order to understand a little more about what's going wrong and get you towards all the help you'll need to resolve this. If you could please head over to one of our social media platforms on X, Facebook or Instagram.
Send over a private message quoting #80966, and we'll continue chatting over there and get you all right tools for a fix!
Hopefully we speak soon.
Thanks, Virgin Money
Difficult to use the online application and to register for online banking…
Difficult to use the online application process without glitches; needed customer phone support to register for online banking, and we tried perhaps 8-10 times before the process worked.
On the plus side, great to have a Club&Society account without charges for really low usage, and phone support lady was most helpful, despite us both finding the registration process utterly bewildering.
5 May 2026
Unprompted review
Reply from Virgin Money UK
Hi Nick, thanks for taking the time to leave feedback.
We're really sorry to hear you had difficulty with the online application process - completely understand any frustration this must have caused.
We are pleased that our colleague was able to help over the phone, and that you're enjoying your Club & Society account. Your feedback is certainly taken onboard, and we aim to continue improving our services.
Thanks, Virgin Money
Atrocious customer service
Atrocious customer service. They claim to provide what they call a “ breathing space” as help for those who don’t want to affect their credit by missing a payment .. but it’s actually not a breathing space at all - they say you don’t have to make a payment, but if you don’t then it gets reported to credit agencies. It’s an absolute violation of people who are distress contacting. Yes, they mention these things, but they keep emphasising that it’s a breathing space - but turns out the breathing space is just with the company allowing you to miss a payment, they still report it to credit agencies. You’d think it’s the other way round.
It’s a sham of a company! No credit increase in all the time I’ve been with them, no benefits or privileges.
Customer service is shit to say the least
1 April 2026
Unprompted review
Reply from Virgin Money UK
Hi Sarah, thanks for reaching out to us.
We're really sorry to hear of your experience with our team and any distress this has caused you.
So that we can help raise this further, could you please email over your name, post code, mobile number to reviewhelper@virginmoney.com, and please include the reference #80953.
Thanks, Virgin Money
Poor IT Systems and Support
Found to my cost their IT system is antiquated. If you set up a future dated payment you have to click on Standing Orders to review or find the payment. Future dated payments do not get sent at weekends or bank holidays and cannot be changed when set up resulting in my credit card bill been paid twice. Banked with them for over 30 years including in business but will now find a new provider with a modern IT system
8 May 2026
Unprompted review
Reply from Virgin Money UK
Hi Dave, thanks for taking the time to leave a review.
We appreciate your feedback and apologise for the experience you've had.
We understand future dated payments can be confusing, especially around weekends and bank holidays, and regret the inconvenience this caused for you. Your comments about these services are noted, and we are focused on improving our systems - if you'd like to raise this further to be investigated, please follow this link: https://uk.virginmoney.com/service/complaints/
Thanks, Virgin Money
Spoke to Adam very quick to respond and…
Spoke to Adam very quick to respond and was very helpful.
8 May 2026
Unprompted review
Reply from Virgin Money UK
Hi Sarah, thanks for leaving us a lovely 5* review.
It's great to hear Adam was able to showcase a great experience, and we'll definitely pass on this message to him.
Our aim is to provide exceptional service across all boards, so it's nice to know he's hit the nail on the head!
Have a wonderful afternoon.
Thanks, Virgin Money
Renovate before applying to Virgin Money for renovation funds
Virgin Money only seems to lend funds for renovation on properties with no blemishes. Whilst has responded quickly to the post, we have already launched an appeal.
7 May 2026
Unprompted review
Reply from Virgin Money UK
Hi there, thanks for your review.
We're really sorry that our lending criteria felt restrictive during your renovation process and for any disappointment this caused.
When assessing applications for funding, we are required to look into a number of factors - So our team can take a closer look into this could you please send over an email to reviewhelper@virginmoney.com including your full name, postcode, contact number and the reference #80941.
Thanks, Virgin Money
Terrible can get through to anybody and…
Terrible can get through to anybody and nobody calls back. They are more worried about passcodes than anything else. Just cut off my service because of an old tivo box with no warning at all. Now no service and waiting what a disaster. With the greedy muppet at the top no surprise.
7 May 2026
Unprompted review
Reply from Virgin Money UK
Good Afternoon Maurice, thanks for stopping by.
Just to ensure we're on the same page - it it Virgin Media you're reviewing as this is the page for Virgin Money Bank?
Thanks, Virgin Money
Reply from Virgin Money UK
Good afternoon Mr Abraham,
Thank you for taking the time to share your experience.
We're extremely proud of the exceptional service we aim to deliver, and it's great to see that being recognised in customer reviews.
Take care and have a lovely weekend!
Thanks, Virgin Money
Locked out of my account and their…
Locked out of my account and their website gives me no way of re setting my access and no way to make a complaint other than phoning a call centre or writing a letter, one of which will drain my soul of energy and the other will cost me money to prove it was sent and received. Meanwhile, no communication from them ever, which is a bit concerning given the feedback from others on this sight about fraud. Exhausting company to deal with, so please don't.
6 May 2026
Unprompted review
Reply from Virgin Money UK
Hi there, thank for your feedback, we really do appreciate it.
We're sorry that you've been left feeling disappointed, and are still locked out of your account, we completely understand how frustrating this must be for you.
If you give our support team a call, they'll most definitely be able to check your account, find out what's going on, and help get you back on.
You can find a list of our teams contact numbers here: https://uk.virginmoney.com/contact/. Just select which type of account you have, and give us a call so that we can offer our support with this.
We hope to hear from you soon.
Thanks, Virgin Money
My complaint is about Virgin Atlantic…
My complaint is about Virgin Atlantic Credit Cards (now owned by Nationwide) I made a small £300 claim against them regarding a booking through Easyjet holidays. The five star hotel was low standard with birds flying around the dining rooms (very unhealthy) and flies around open food containers. Also the toilet in our 'luxury' room was broken & wouldn't flush. The hotel acknowledged its failing in writing and yet Virgin Atlantic Credit card refused to consider payback on the basis of 'Service issues' They did not deal with our emails or video evidence and made us go through various hoops all to no avail by 'passing the buck' Very disappointed in their lack of customer service and responsibility
21 April 2026
Unprompted review
Reply from Virgin Money UK
Hi Alan, thank you for taking the time to leave your review today.
We're so sorry that when raising your dispute, you feel that we've let you down, and the correct outcome was not reached.
Should you wish to make a complaint in relation to this, you're welcome to do so. and can raise this by using this link:https://uk.virginmoney.com/service/complaints
If you'd prefer to speak with our support team to discuss your claim further, you can reach us through the 'Live chat' feature on your Credit Card Mobile App, or by calling us on on 0800 011 3210, where we're free Monday-Saturday 8am-8pm and Sunday 10am-5pm.
Thanks, Virgin Money
I spoke to Ian about setting up a direct debit. He was so helpful even to the extent of recommending charities in support of my bereavement and my impending tril to Ghana to bury my two brothers who d
Ian displayed a high degree of customer care when asked to set up a direct debit while I travelled home to Ghana to bury my two brothers who had died within a period of 2 months.
6 May 2026
Unprompted review
Reply from Virgin Money UK
Hi Alice, thank you so much for the amazing review, we really do appreciate it!
We're so sorry to hear about the passing of both your brothers, especially with it being within such a shot period of time. We can't imagine how difficult this must be for both you and your family.
It's great to hear that when dealing with Ian, they were able to provide such amazing support, made you feel comfortable, and even make some suggestion that may be able to help you during this time.
If there's ever anything else you do need, please don't hesitate to get back in touch.
Thanks, Virgin Money
Don't use for business as your money is…
Don't use for business as your money is not safe!
Had 2 fraud payments taken from my account and the fraud team did nothing to help or try and get my money back.
I have now closed my account and they weren't even bothered about that!
29 April 2026
Unprompted review
Reply from Virgin Money UK
Hi Matt, thank you for your review.
We're sorry to hear that there was fraud on your account, and that your experience with our team hasn't met the standards you expect, or that we aim to deliver. We'd like the opportunity to put this right.
So that we can take a closer look into this for you, please email your full name, address, post code, and contact number to reviewhelper@virginmoney.com with the reference #80907.
We look forward to hearing from you soon.
Thanks, Virgin Money
Had my Yorkshire account over 30 years…
Had my Yorkshire account over 30 years and Virgin have ruined the app and ability to use my account. Constant outages and now just up and sold to nationwide. Terrible company
5 May 2026
Unprompted review
Reply from Virgin Money UK
Hi Alex, thanks for heading over to give us this feedback.
We're really sorry to hear that you feel the App has been ruined, and that the ability to manage and use your account has been impacted from this.
We can assure you that this is not what we intended, and can only apologise for any inconvenience caused by issues with the App.
Should you wish to make a complaint in relation to this, you're welcome to do so. You can get the ball rolling by sending an email to customerrelations@virginmoney.com, and they'll take it from there.
You can also find more information relating to our Complaints' procedure over here: https://uk.virginmoney.com/service/complaints/ in the meantime.
If you'd prefer to speak with our expert team, to see if there is a fix we can provide to get everything back up and running for you, you can find the contact number and opening times here: https://uk.virginmoney.com/contact
We hope this is sorted for you soon.
Thanks, Virgin Money
Virgin Installment Plans - AVOID
Virgin Installment Plans look good, but trying to understand what you need to pay when you include purchases is the most confusing and frustrating experience, not helped by very poor customer service.
My example -
If you have £500 in installment plans at £100 per month as well as purchases of £600 for a particular month the app advises that you have a minimum payment of £XX and a total statement balance of £1,100.
The total statement balance is not correct as installment plans are included, so trying to work out what to pay without incurring interest payments is impossible.
I spoke to an agent, they gave me an amount, I paid it and then i get charged interest the following month as clearly the amount was incorrect..
5 May 2026
Unprompted review
Reply from Virgin Money UK
Good afternoon, thanks for taking the time to provide this feedback.
We're sorry to hear that you've had interest charged, and it's disappointing to see that the experience you've had with our team hasn't quite met expectations.
You can check the balance breakdown on your Statements. In this section, it'll show how much of the balance is in each part - for example, it'll show Purchases, Promotional Balances and Instalment Plan balances each separately - you can find this on your Statements, under "Your Interest Explained". This is usually found on Page 4.
If you reach out to our Credit Card experts over on Live Chat, they'll be able to take a closer look into the interest to see why this has happened. To speak with them, head into the Credit Card App, tap on Support and choose the option to Chat. They're available on Monday to Friday from 8am to 6pm, and Saturday from 9am to 3pm.
Alternatively, you can call the team on 0800 328 3579. They're also available on Monday to Friday from 8am to 6pm, and Saturday from 9am to 3pm.
Thanks, Virgin Money
Disrespectful and rude
They tried to give a less bank-y more coffeeshop atmosphere to their business but seems to me they leant way too much on the latter and forgot all about banking. The staff members on Birmingham High Street are extremely rude and argumentative for no obvious reason, especially the younger ones. Don't even approach unless you're trying to show your child about how to open a bank account or giving the impression of it, go to a genuine bank like barclays, Lloyd's or hsbc(yes even them)otherwise its all just appearance. Even monzo, suits me or the private prepaid Mastercard providers act more like a bank than virgin money and take their customers more seriously or atleast more polite. If you don't want to be talked down upon, insulted and treated like as if they're doing you a huge favour by talking to you, especially by someone half your age and when you summon all the politeness in you to handle their low-self esteem rooted attitude problem, yet still consistently face the same behaviour, pick another bank.
19 March 2026
Unprompted review
Reply from Virgin Money UK
Morning Berg, We are sorry to hear that the experience you've had with our Birmingham Branch hasn't been positive, but we can assure you that this is out of the norm.
Should you wish to make a complaint in relation to this, you're welcome to do so. You can get the ball rolling by sending an email to customerrelations@virginmoney.com, and they'll take it from there.
You can also find more information relating to our Complaints' procedure over here: https://uk.virginmoney.com/service/complaints/ in the meantime.
Thanks, Virgin Money
Slow
Slow, over complicated and weeks later not really any further forward.
5 April 2026
Unprompted review
Reply from Virgin Money UK
Morning Lyall, We're so sorry that the process has been slow and over complicated.
We'd like to take a further look into this for you to understand what's gone wrong, could you please send us over an email to reviewhelper@virginmoney.com with the reference of #80854
Please include what type of account you hold with us, as well as your full fame, mobile and post code with a brief overview of the exact issues you've already mentioned here.
We hope to hear from you soon and will be ready to help find you a fix.
Thanks, Virgin Money
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