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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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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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
totally satisfied before nationwide took over, now leaving
many years of being a totally satisfied Virgin money customer, sadly within one month of Nationwide taking over its all gone to pot.
untold seamless transfers to my Revolut account now unable to to so, contacted VM and we tried without lock, so escalated to the IT team, phone call the following day asking stupid question, then a week later an email from the It team saying all was good and they could see I had been able to make a transfer, sadly this was in my other account and between the two account on that card.
when speaking to the It team they had simply no idea of the initial issue and kept reverting back to there chosen fact, when i tried to explain the issue I realised the guy had no concept of the original issue and obviously had not read the information that all other operators could see an understand.
I ended up giving up after the last customer service guy didnt seem interested in sorting the issue, but just finding a workaround.
I wonder how many more clients like myself will change bank if there is no help from those taking over from Virgin.
20 May 2026
Unprompted review
Reply from Virgin Money UK
Good morning,
It's disappointing to hear you feel there's been a decline in our customer service since the transfer to Nationwide, and appreciate you sharing your story.
We value all customer feedback as it helps us recognise what areas we must focus on to improve our services and overall customer experience.
We're sorry you've made the decision to leave, and hope that maybe one day you'll change your mind and come back to us.
Thanks, Virgin Money
Credit limit was reduced significantly…
Credit limit was reduced significantly with no advance notice, despite a clean payment history and no missed payments. The reduction caused a serious jump in card utilisation, with knock-on effects to my credit file.
Raised a formal complaint. The response was a generic restatement of terms and conditions with no real engagement with the points raised. On further follow-up, was simply told the case would not be reviewed again.
No accountability, no proper explanation, no willingness to consider the customer impact. Would not recommend Virgin Money to anyone considering a credit card — particularly if you rely on a stable limit.
18 May 2026
Unprompted review
Reply from Virgin Money UK
Good Morning Vishal, thanks for taking the time to share feedback relating to your experience - we're sorry you're unhappy your credit limit was reduced, and you feel there was no clear explanation behind the reason why.
Our Customer Relations team will have conducted a thorough investigation into all points raised, prior to providing you our 'Final response' on the matter - if you remain unhappy, we'll have included details on how to escalate this further.
We're sorry you feel let down by us, and as a result would not recommend us to others - this is disappointing to read, but we understand your reasons behind that.
Thanks, Virgin Money
Had a credit card payment pending but…
Had a credit card payment pending but was receiving messages saying I had missed the payment deadline. I spoke to Rachel & she made sure I wouldn’t be charged. Really quick, thank you so much!
27 May 2026
Unprompted review
Reply from Virgin Money UK
Thanks for taking the time to share your story with us Eilis!
We work hard behind the scenes to deliver exceptional customer service, and it's wonderful to hear that Rachel was quick off the mark to provide you with the assurance that you needed regarding those charges.
Take care and enjoy the rest of your evening.
Thanks, Virgin Money
Awful joining experience.
Awful joining experience.
Couldn't add my business savings account to Xero because I didn't have a debit card.
Rang support, was on hold, then told "select virgin credit card instead" - that worked and I was able to add my account to Xero.
Then tried to use the android app, and once again I can't sign in because it asks me for a debit card number.
Now I phone support again and they say business savings accounts aren't supported by the app!
What a joke
27 May 2026
Unprompted review
Reply from Virgin Money UK
Hi James, thanks for your review.
We are glad you finally managed to link your account to Xero however are sorry to hear of the overall experience you've had.
With it being a standalone business account this would be viewed online only - we do apologise for the inconvenience this has caused you.
Thanks, Virgin Money
easy application
From start to finish this was an easy application, with a quick decision turn around time.
27 May 2026
Unprompted review
Reply from Virgin Money UK
Hi James, thank you for your kind feedback!
We're really pleased to hear that you found the application process easy and that the decision was made quickly.
Welcome to banking with us :) Take care!
Thanks, Virgin Money
I communicated with Rachel via the chat…
I communicated with Rachel via the chat this morning before 9 am. My questions were answered quickly and with additional information that also supported my questions. Many thanks for the help and advice most useful.
27 May 2026
Unprompted review
Reply from Virgin Money UK
Hi Paula, thanks for your five-star review.
We're delighted that Rachel was able to assist you this morning - ensuring you are fully supported, that's what we love to hear. We'll be sure to pass on this lovely feedback too!
Please take care and enjoy the rest of your day :)
Thanks, Virgin Money
Really easy to open a business current account
Really easy to open a business current account. Weve had savings accounts before and that was straightforward, and the current account likewise. Approved within a couple of hours of starting the process
2 April 2026
Unprompted review
Reply from Virgin Money UK
Good afternoon,
We're absolutely delighted to hear you've decided to open another account with us, and we hope that our Business account lives up to your expectations.
Customer feedback is invaluable to us, we really appreciate you taking the time to share your experience and would like to thank you for choosing Virgin Money once again.
Thanks, Virgin Money
Reply from Virgin Money UK
Hi Alan, thanks for stopping by to share some feedback relating to your recent experience.
We're so pleased to see your 5* rating - it's exactly what we aim for!
Have a fantastic day ahead.
Thanks, Virgin Money
Applied for a group business account
Applied for a group business account. Extremely efficient service. I was kept informed and my account manager was brilliant.
If you need a community or social group business account Virgin Money has a very seamless process. I will be recommending. Thank Lindsey for your help :)
14 May 2026
Unprompted review
Reply from Virgin Money UK
Great to hear from you, Adar - we love to see a 5* rating drop in with such lovely comments to follow!
We're over the moon you'd be happy to recommend us as a result of your experience, especially for Lindsey's help.
We'll be sure to pass this feedback to the Business Team, and we hope you have a wonderful weekend.
Thanks, Virgin Money
The bank app is user-friendly
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
4 May 2026
Unprompted review
Reply from Virgin Money UK
Hi Becky, thanks for getting in touch to share some feedback relating to our Banking App, and your account in general.
Sorry if taking those few extra steps is a hassle for you - we completely get it. Our intention certainly isn't to cause you and inconvenience - we're just security conscious, and our main aim is to protect you and your account.
Thanks, Virgin Money
Issues with opening an account
My son has been treated very unfairly by this bank.
Like a lot of young people, after University he left home and moved into rental accommodation. He opened a Fixed Term Isa with Virgin Money (VM)back in March from money he inherited when his Nan died Since then despite sending VM a copy of his rental agreement as they requested, they still say they cannot verify his identity. He has even sent them a copy of his passport and driving licence. Granted the address on both of these is his family home.
This has being going on for 2 months now, and I have advised him to make a formal complaint. Surely, VM must get a quite a lot of young people moving around trying to get established in life. If anyone from VM reads this, please respond with a contact number/name at VM who can help him resolve this. Thank you.
20 March 2026
Unprompted review
Reply from Virgin Money UK
Hi Malcolm, thank you for bringing this matter to our attention - we're so sorry your son has been let you down especially at such an important time upon heading to Uni!
Could you email your name and their name, plus the address' linked to the ISA Account, also the contact number linked and the reference of #81418 to reviewhelper@virginmoney.com.
We'll look to help you further on this one from there.
If you've already headed down the route and raised a complaint, you can find all the details of the process here: https://uk.virginmoney.com/service/complaints/
Thanks, Virgin Money
I am registered on Virgin for needing…
I am registered on Virgin for needing additional assistance.
When I purchased the annual policy it should have been made clear if the policy could not be cancelled, should it not meet my needs.
Also during the phone call when i bought an annual policy the terms & conditions do make you aware that if FCDO declares a do not travel to a country after the policy has been taken out that it cannot be cancelled for this reason.
My choice holiday destination is Dubai which is now not covered. That is the reason for cancelling.
Being registered disabled, needing special assistance, 70 next year, with a 50yr history for my current account & high value savings with Virgin, trust has never been an issue.
Im very upset to find it so incredibly difficult to have a refund for the unused months on an annual travel insurance policy through no fault of my own & the distraction techniques used as an excuse.
Please would you refund the remaining months on my annual travel insurance policy.
I prefer a phone call than email correspondence due to my needs.
I have also emailed your customer relations & compaint departments with my policy number.
Daisy has telephoned today, 22/5/26 & said on page 76 of the terms & conditions! I asked how many pages are there, 'quite a few' was the response.
Daisy is passing to customer service complaints, advised this would take up to 8 weeks.
For myself who does have additional needs & who did take a policy out verbally by phone, it is so distressing im now broken to tears & my trust for the Virgin brand is shattered.
I am awaiting a response that addresses- additional assistance, recognises I bought the policy by telephone for that reason & the use of distraction techniques was not ok. Failure to address the actual reason I wish to cancel was eventually reached & was dismissive & unreasonable.
I hope this trustpilot review gets an appropriate response, along with a conclusion that is fair & reasonable.
22 May 2026
Unprompted review
Reply from Virgin Money UK
Good Morning Anne, thanks for taking the time to share your experience relating to your Travel Insurance policy - having posting your comments by review on here, and via the email you sent in to our mailbox.
We're so sorry you feel let down based on the current situation, and you've lost trust - especially since you've had such a long standing relationship with us. We'll do our part to escalate your case over to our Travel Insurance Team, and our Customer Relations Team for review.
They'll add all of the points raised to your existing complaint - which sounds like it's been raised already with Daisy. Unfortunately though, we cannot speed up our complaint procedure as the team will required time to investigate. They'll be in touch in due course with any updates they have to share.
We hope the matter is resolved to your satisfaction soon.
Thanks, Virgin Money
Abysmal company
Abysmal company. I applied for a balance transfer with a 0% interest rate, but they also executed a money transfer for the exact same amount, down to the penny, without my consent. I failed to notice this discrepancy due to my infrequent account monitoring, and that i never asked for it. I also since I had a significant deposit and numerous transactions occurring simultaneously. I never requested this money transfer, yet the company refuses to acknowledge their error, instead attributing the issue to my banking habits. This situation is so ridiculous and unacceptable; they should provide a clear display of the total amounts for their customers to avoid such confusion. i never had this happened with any other banks.
Be very careful with which bank you chose because VM do not care if there is a mistake.
Don’t be fooled by their reply to my review as when I brought this issue to the company's attention, they dismissed their error and disregarded the issue, despite the lack of transparency in their application process. The fact that they executed two transactions of the EXACT the same amount did not seem to trigger any inquiry from the company?!; instead, they blamed me for not noticing the discrepancy. Even after I highlighted that I had not knowingly consented to the transaction thus was not looking out for it (especially since I received confirmation from them that my balance transfer OR a money transfer) had been completed, I naturally assume my balance transfer has been successful. I also provided a statement from my bank confirming that no transaction had occurred, they kept insisting it was my fault. Furthermore, when I indicated that I was facing financial difficulties as a result of the doubled debt, they took no action to correct their mistake. Their current suggestion to contact them is misleading, as when I indeed did, I received no assistance in restoring my financial situation to what it was before they increased my debt.
18 March 2026
Unprompted review
Reply from Virgin Money UK
Good afternoon, thanks for taking the time to provide this feedback.
We're sorry to see that an additional Money Transfer has been carried out for the same amount as the requested Balance Transfer, and we deeply apologise for any inconvenience this may have caused.
If you could please reach out to our Credit Card experts, they'll be able to take a closer look into this situation and provide support to get this resolved. You can either; call the team on 0800 328 3579 OR head over to the App, tap on Support and select the option to Chat. They're available on Monday to Friday from 8am to 6pm, and Saturdays from 9am to 3pm.
Once you get in touch, our expert team will be on hand to check why the additional Money Transfer has been carried out, and provide options in how to move forward from there.
We hope this is all resolved for you soon.
Thanks, Virgin Money
Easy procedure thank God without silly…
Easy procedure thank God without silly questions
18 May 2026
Unprompted review
Reply from Virgin Money UK
Hi, thanks for going out of your way to leave the 5-stars for us!
We're glad to see that the procedure has been nice and easy for you, and enough for you to come out of your way to leave this feedback for us.
Please take care and have a lovely day.
Thanks, Virgin Money
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