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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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
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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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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
General Queries
Adam was extremely helpful in dealing with my questions and queries that I was confused about! I came away with everything I needed from our conversation!
28 May 2026
Unprompted review
Reply from Virgin Money UK
Hey Josh!
We're delighted to hear Adam was extremely helpful and managed to help make sense of any questions and queries you needed answers to.
Take care, and enjoy the rest of your evening.
Thanks, Virgin Money
Good experience
Due to an oversight on my part, I was charged a small interest fee even though I paid by balance off in full. I spoke to both Curtis and Adam and I was given a refund thank you very much. 
28 May 2026
Unprompted review
Reply from Virgin Money UK
Hi there,
We're pleased to hear both Curtis and Adam were able to recognise when a genuine mistake has been made, and were happy to refund those unexpected charges.
Thanks for taking the time to bring your experience to our attention, your feedback is very much appreciated.
Thanks, Virgin Money
easy applicaation
15 April 2026
Unprompted review
Reply from Virgin Money UK
Good afternoon Peter!
Great to hear you found the application easy, and your 5* rating is also very much appreciated.
Thanks, Virgin Money
Great way to earn virgin points
13 May 2026
Unprompted review
Reply from Virgin Money UK
Thank you for review Zubair, we think so too!
The question is, is there anything that you can suggest that would maybe boost that 4 to a 5*?
Thanks, Virgin Money
Really straight forwards and easy to…
Really straight forwards and easy to apply
10 May 2026
Unprompted review
Reply from Virgin Money UK
Fantastic to hear from you!
We're delighted to see a 5* rating drop in, alongside comments to reflect how straight forward, and easy you've found our process to be - it's exactly what we aim for.
Have a wonderful day ahead.
Thanks, Virgin Money
I would like to say big thank you to…
I would like to say big thank you to Rachel for being super helpful and understanding with my situation over the chat. The whole thing got sorted within minutes.
27 May 2026
Unprompted review
Reply from Virgin Money UK
Hi Adrianna,
We would also like to say a big 'thank you' to you too. For taking the time to leave us a review and letting us know that the 5* customer service we aim to provide, is certainly being delivered.
It's wonderful to hear Rachel was understanding if your situation and was able to help get things sorted for you within just a few minutes.
Take care, and enjoy the rest of your day!
Thanks, Virgin Money
Virgin money was good until Nationwide…
Virgin money was good until Nationwide took over. I used to be able to make payments to my credit card using my debit card, I could make any amount I choose, I always paid the minumum, but if I was flush one month I could pay more. Then they took away the ability to pay by debit card. I cannot make payments via their stupid app as my bank isn't listed. I tried set up a direct debit and it accidentally got cancelled, I tried setting it up by their stupid app and it said it was successful, but for some reason no money came out of my account. So now I get an email about a late payment. Last month I had to make a payment via the automated phone service but this month it seems everything has changed AGAIN, their automated service keeps trying to direct me to the damn app! What is it with apps? If you want people to use apps then put the damn service in their for me to use!
27 May 2026
Unprompted review
Reply from Virgin Money UK
Good morning Mick,
Appreciate you taking the time to share your views on the recent transfer to Nationwide, and also highlighting various issues you've since encountered when making a payment.
I'd like to address each point you've raised, and provide an explanation to the reasons behind those changes.
The option to make a payment by Debit Card from the App, and replaced with bank transfer/faster payment. By doing this, it quickens up the payment process as payments clear within just a few hours as opposed to Debit Card payments which can take 2-3 working days. However, if you'd still prefer to pay by Debit Card, you can do so via the automated telephone service (0800 011 3210) and selecting option 4.
As the bank transfer/faster payment feature is still fairly new to us, some customers may find that their bank aren't listed. We understand this is frustrating, and apologise if this is something that impacts you personally. We're hoping to be able to add to that list in the future, so keep your eyes open for any updates on that.
When it comes to setting up a Direct Debit, it's not always possible for us to take that in time for your next payment that's due. For example, if the Direct Debit is set up after the statement has been produced. In this case, you'd still need to make your next payment manually, and the Direct Debit would start as of the following month. Once you've set up the Direct Debit in the App, a message will appear to advise that you must continue to make payments as normal, until you see on your statement that the Direct Debit will take your next payment.
The pre-recorded message that prompts customers to use the App is simply us trying to help the customers manage their account more efficiently. If we're experiencing high call volumes, it may take us longer than usual to answer your call or for you to get the answer to your query without having to wait for long periods of time. Our App is not only the quickest way to make a payment, it's also full of lots of useful information and FAQ's on our most commonly asked questions.
I hope that this response helps clear up the points you've raised and hopefully you'll see the changes we've made are for the better and to improve the overall experience for our customers.
Thanks, Virgin Money
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