customer services were great and very helpful but online processes are not user friendly and take up far more time than they should. I ended up filling in one form by hand.
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Review summary
Created with AI, based on recent reviews
What people talk about most
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 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
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
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
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Replied to 98% of negative reviews
Typically replies within 24 hours
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Electronic (csv) statement...what???
Shockingly outdated system that doesn't even allow you to get an electronic (CSV) copy of a statement from the branch far less the internet or App, something the RBS has allowed since man could use computer.
Time to change banks.
1 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Stephen, thanks for stopping by to share some feedback relating to our process.
We're sorry to see obtaining a statement for your account wasn't as easy as anticipated.
We welcome all feedback, and this will be shared with the team. Its disappointing to learn you may look to change banks as a result of this.
Thanks, Virgin Money
I received a suspicious message from…
I received a suspicious message from 'Virgin' asking me to call them as my card had been frozen. Naturally I rang the number on the back of my credit card (different btw). I spoke to human who behaved like a robot. I provided the answer to four or five security questions (including the pw agreed with them to show I am genuine) (bearing in mind I only want to know if my account was frozen) and because I suspect, I got my Natwest overdraft lim it wrong, they terminated the call and I have to jump through more hoops!! Please tell me why have an agreed bloody security password if it means nothing!! So infuriating. I'm going to clear my account and use Lloyds. FCS!!!!
17 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Gareth, thanks for sharing your comments with us.
Sorry to hear you're unhappy following your recent experience with us, we understand these matters can be frustrating.
As the security of your account is of the utmost importance to us, we cannot proceed with the call unless you're able to answer all security questions - especially if we've contacted you in relation to Fraud.
Our telephone numbers can differ depending on whether you're calling our main customer contact centre (the number outlined on the back of your Card) or our specialist security team, but we absolutely appreciate you being vigilant in this matter.
I can only apologise that as a result of this you'll be looking to clear your account and move on - that's certainly disappointing to hear.
Thanks, Virgin Money
Give me my money.
I Paid money into a fixed one year ISA. After one year I expected my investment money plus interest to be transferred into my current account. But without asking me, without notification, Virgin money transferred me into another ISA, with a lower interest rate. The app and online account has no way of transferring these funds into a higher interest rate ISA with another preferred Bank.
17 June 2026
Unprompted review
Reply from Virgin Money UK
Good evening Mr Cole, thanks for getting in touch with us today.
Sorry to hear you're unhappy with the current situation. We'd be keen to understand a little more, and to check your terms and conditions, depending on which ISA you hold. Please email us at reviewhelper@virginmoney.com with the reference #82098 and we'll meet you over there to discuss this further.
It's be very unusual not to notify you towards the end of the account, and more importantly we'd never transfer your ISA to a Current Account at maturity - due to the fact that you would lose your ISA status on that money.
Hope to hear from you soon.
Thanks, Virgin Money
Stepping back in time with Virgin Money
I recently switched from Virgin Money to another bank using the switch process. I realised that although the balance transferred from my current account was accurate, the money in my savings account was still held by Virgin Money. I attempted to login to the app to transfer this balance but although the money existed I didn’t. I attempted to login using the website, nope, I even failed the ‘login using your name and address option’, Things were dire! It took another 20 minutes to find a real person to talk to . . . The relief of being reassured that both my money and myself were in existence was short lived . . . In order to access my savings a form would have to be filled in . . . I kid you not . . . It took the customer service agent 10 minutes to fill in this form whilst I sat in silence trying not to distract her. Could I have my money now? Oh no, the form had to be passed to another department who would review it and I could expect my money in 3 days! I queried what was being reviewed . . the form? My money? Why 3 days? The customer service agent was not impressed at being questioned about the process. Did I want to raise a complaint? Yes I really did! Well, there was a form to be filled in . . . As a non existent, non verified person I wasn’t allowed to fill out my own complaint form , I didn’t get to see the form, I didn’t even get to read my own complaint! After 1 hour and 40 minutes I was given my complaint reference number, a 3 day wait to access my own money and a frosty ‘enjoy your day’.
17 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Rachel, thanks for heading over the provide this review.
We're really sorry to hear that the switch of the Current Account to move away from us hasn't gone as smoothly as expected, and that this experience has led to a complaint being raised.
We'll aim to resolve your complaint within 3 business days, following the day it's received. If this isn't possible, we'll keep you informed until your complaint is resolved.
If we can't resolve your complaint within 3 business days, our Complaints team will keep 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. If after that time you are unsatisfied with Virgin Moneys final response, you can go to the Financial Ombudsman Service (FOS) for further independent review.
We hope this is resolved to your satisfaction soon.
Thanks, Virgin Money
Would give zero iff i could
Would give zero iff i could, I had my credit card froze due to alleged fraud activity, to which the service assistant said you will receive new card. Further down line I receive a letter from a debt agency who virgin passed the amount owing on the old frozen credit card. ???.
Rang virgin up only to be passed from pillar to post to eventually told by an arrogant service advisor to raise a complaint!!!. Who then said ill give you the number for them. So 1 hour wasted . Debt company that I allegedly owe the money too their number comes up as suspected spam!!. So blocked the number then receive debt letter. Rang debt company to which they said they are putting on hold until I wait to hear from complaints . To think a big company like virgin will hunt you down for a mistake made by them. Iff any money owing on that card should have been transferred over before being closed. And no purchases should have gone through on a frozen account .
17 June 2026
Unprompted review
Reply from Virgin Money UK
Good Afternoon Jackie, thanks for sharing details of your experience with us.
Sorry you feel the matter hasn't been handled correctly, we've wasted your time, and that a complaint has been raised as a result.
Our Customer Relations team will look into all of the points you've raised in your official complaint in due course, and they'll keep you updated. If you remain unhappy with the findings of our investigation into this, you'll be given guidance on how to escalate your case further.
We hope the matter is resolved to your satisfaction soon.
Thanks, Virgin Money
I have been trying to sort an issue…
I have been trying to sort an issue with my deceased mums account for the last three years at the Newton Mearns branch. To say a certain female member of staff is unhelpful is an understatement. V
17 May 2026
Unprompted review
Reply from Virgin Money UK
Hi Steve, thanks for taking the time to provide this feedback.
We're really sorry to hear about your mother, and that the process of sorting her account hasn't been as straightforward as expected.
We're keen to take a further look into this for you. So we can do this, 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, alongside the reference of #82093, and we'll pick it up from there.
We hope to hear from you soon.
Thanks, Virgin Money
I cannot register my card
I cannot register my card, there's a fault at your end so fix it
14 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Rodney, thanks for bringing this to our attention.
We're really sorry to hear that you're having issues when trying to register your card to the App.
So that we can assist in getting this resolved, you'll just need to give our Mobile App team a call on 0800 328 3579. They're available on Monday to Friday from 8am to 6pm, and Saturdays from 9am to 3pm.
Once you get in touch, they'll be able to assist in getting the card added.
We hope this is resolved for you soon.
Thanks, Virgin Money
Inasessable and ignored
Totally inaccessible service, staff can’t be bothered to reply when forwarded emails (exept one lovely lady who forwarded my email to the appropriate team, thank you to her). can’t access my balance and can’t get in touch. There service is discriminatory and violates the equality act 2010, you have to call up for a balance and people who are hard of hearing, autistic ect can’t do that. They don’t care at all. If they did they would reply. Avoid if you have a disability. They won’t help you. Will never use again.
16 June 2026
Unprompted review
Reply from Virgin Money UK
Good afternoon, thanks for heading over to provide this feedback.
We're really sorry to hear that you haven't received a response from the team so far, and this has led to you feeling that our service isn't accessible.
Ensuring our customers are as supported as possible is important to us, so we are keen 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, with a brief outline of the exact issues you are having with the reference of #82091, and we can take it from there.
We hope to hear from you soon.
Thanks, Virgin Money
Reply from Virgin Money UK
Hi John, thanks for heading over to give us a review!
We're always looking for new ways to improve our services, so feel free to reach out to us on Facebook, X or Instagram to let us know if there's anything you can think of.
We hope you have a great week ahead.
Thanks, Virgin Money
Would recommend
Very efficient process and service to open a new Business Account. Very helpful, friendly and polite customer support team,
11 June 2026
Unprompted review
Reply from Virgin Money UK
Hi JB, thanks for heading over to give a glowing 5-star review!
We're delighted to hear that you found the process to be straightforward and efficient, and it's great to see that the service you've received from our team so far has had such a positive impact.
Thanks for choosing to join us, and we hope you have a great week ahead.
Thanks, Virgin Money
Disgusting customer service
Disgusting customer service! I am leaving them as I can’t put up with them anymore!
15 June 2026
Unprompted review
Reply from Virgin Money UK
Hi there, thanks for your review.
We're really sorry for the experience you've had with us and that it has caused you to feel this way.
We can ensure this isn't how we aim to treat or make our customers feel - if you'd like to raise this further, so our team can investigate please email customerrelations@virginmoney.com with more details, or you can use our online complaints form here: https://uk.virginmoney.com/service/complaints/
Thanks, Virgin Money
1 star? 😮
I can’t say I was surprised when I saw the majority of trust pilot reviews being 1 star.
It’s impossible to run a business with Virgin as your bank. Payments being blocked via bank transfers, debit cards blocked. It’s actually very difficult to try and spend any money to run your business.
I’d highly recommend seeking another bank to save the excruciating pain.
15 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Connor, thanks for taking the time to leave a review.
We're very sorry to hear of your experience and understand how frustrating it must be when payments are declined, especially when you're running a business.
Our security measures are in place to protect our customers - and our team is always on hand to ensure things run as smoothly as possible, but we do recognize the importance of making everyday banking as seamless as possible. We appreciate your feedback and will continue working on improving our service.
Thanks, Virgin Money
Worst banking experience ever
Worst banking experience ever, been trying to move money from my account over the past two weeks and every other transaction gets stop payment pending need to speak to the fraud team, payments leaving the same account and moving to the same account that was first fraud checked, absolutely diabolical situation to be in!
My advice to you would be avoid this bank like the plague, poor customer service, can’t speak to anyone over the weekend terrible terrible bank
8 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Simon, thanks for leaving your feedback today.
We're very sorry to hear that when moving money around your accounts these transactions are being stopped, we completely understand your feelings on the matter.
Our security measures are in place to help keep all of our customers accounts safe and secure. That said, we appreciate that this can sometimes impact genuine transactions, and understand your frustration.
You can always speak to our team as they may be able to offer additional support with this, and can find all of our contact information here:https://uk.virginmoney.com/contact/
Thanks, Virgin Money
Avoid at all costs, fraudulently charged fees and interest for a money transfer I did not request!
Virgin money took a direct debit from my account despite the balance being £0 and the direct debit being cancelled. When I went on their app I requested that this was refunded. They then proceeded to reverse the direct debit and send me a cash transfer charging me £25 for a transfer that I didn’t request. I complained to them 2 weeks ago and returned the money immediately to pay off their fraudulent cash transfer. I have had no response. They have since charged me £0.49 in interest on a fee that was only incurred through their error.
1 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Robyn, thanks for leaving your review.
I'm sorry that due to your direct debit reversing after the refund was processed, this has resulted in a unwanted money transfer that has now caused interest to be charged, we completely understand why this has left you feeling frustrated.
If you give our support team a call, they'll be able to sort this out for you no problem while they have you on the phone.
You can reach our team on 0800 011 3210, and they're free Monday-Saturday 8am-8pm and Sunday 10am-5pm.
Thanks, Virgin Money
Applying for an additional account via…
Applying for an additional account via the phone app. Gave up! Absolutely crap! Same with travel insurance! I am sure I am not the only customer who despairs at howbad the app is.
Imagine.. all the opportunities to make more money that they are missing out on because af a few third rate software writers!
13 June 2026
Unprompted review
Reply from Virgin Money UK
Good Afternoon Joe, thanks for stopping by to share feedback relating to your experience - we're sorry we've let you down, and you hold this opinion.
If you could link in with the relevant team over the telephone, they'll take a closer look into this issues you're encountering to iron them out.
All contact details can be located here: https://uk.virginmoney.com/contact/
Thanks, Virgin Money
I lost my card over 2 weeks ago
I lost my card over 2 weeks ago. I ask them to send me a new one. 3 days later they do. I go to activate it. The machine eats it. I phone them up and ask them to send me a new one. They tell me I have to wait 3-5 working days.
I wait those 5 working days. Nothing. I phone them up. Turns out they didn't send me a new card and so I have to ask them to send me another one.
It comes 2 working days later. Great, finally some good news.
But there is no pin. I ring them up, they tell me I have to wait 2-3 working days. I do, but to no luck. I ring them up again, they tell me I will have to wait 3-5 working days to receive the new pin.
I have been waiting a collective 17 days to be able to use a card. If I have to wait those 5 working days then it will be close to a month.
26 May 2026
Unprompted review
Reply from Virgin Money UK
Hi Isaac, thanks for heading over to give us this feedback.
We're really sorry to hear that the PIN hasn't arrived just yet, and that this has delayed the card being able to be used.
Once the PIN arrives, the card should work as normal for you moving forward.
If you have any further issues, or have any other questions or queries you need some assistance with, you can reach out to our expert team directly. You can find their contact number and opening times here: https://uk.virginmoney.com/contact
We hope the PIN arrives for you very soon, and the card works moving forward.
Take care, and have a great weekend.
Thanks, Virgin Money
Application lost in the system
Applied for a Limited company business savings account, received an email with code to support additional queries for account set-up. Weeks passed no follow up call or email, phoned Virgin business account 12/06/2026 , no record of my application, mobile or company name on/ their system.
12 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Graham, thanks for bringing this to our attention.
Sorry to hear that you haven't received any follow-up regarding your recent application.
We're keen to take a further look into this for you. So we can do this, 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, alongside the reference of #81995, and we can take it from there.
We hope to hear from you soon.
Thanks, Virgin Money
Customer service
11 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Steve, thanks for taking the time to give this positive feedback!
We're delighted to hear that you've found the customer service to have met expectations.
We’ll continue working hard to provide you with the best possible experience.
Take care, and have a great weekend.
Thanks, Virgin Money
I have a business account
I have a business account. Apparently a customer paid me eight days ago. No money. Embarrassing, they may end up not having our product. I had a few times tried to speak to virgin, completely unhelpful said they can’t see the money. Said there may be a problem with their Swift number. Customer then sent me the proof of payment. With a code. Told that I could not get a call back for four days from virgin. Now the customer is going to have to retract the payment but apparently I have to get virgin to approve it. Then I get charged £20. Now I’ve got to send £7000 worth of STOCK out to a customer that hasn’t paid me yet as they needed it! I’ve given the UETR number to Virgin. No one can help me. I’m furious. Worried other payments aren’t coming through. I will be leaving the bank
11 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Deborah, Thanks for taking the time to make us aware of this.
We're really sorry to hear that you're having trouble with your Business account, and completely understand why this has left you frustrated, concerned, and feeling let down.
We understand that you have already, and acknowledge that you unfortunately did not receive the answers you were looking for, but do advise that you link back in with our team, as we know we will be able to help more with this, or be able to better advise options to help support you with this.
We look forward to hearing from you again for the chance to be able to provide the support you need.
Thanks, Virgin Money
Excellent customer service
I had trouble adding my Virgin Atlantic credit card to the wallet. I spoke with Jonathan who was superb and he sorted everything so patiently and professionally. I am exceedingly impressed.
11 June 2026
Unprompted review
Reply from Virgin Money UK
Hi Gary, thanks so much for the amazing 5* review, we really do appreciate it.
We're so glad that to hear that Jonathan was able to provide such an amazing customer service which seems to have left a great lasting impression, as this is exactly what we aim to offer here at Virgin Money.
We will pass this on and make sure that Jonathan sees your kind words as I'm sure this will make their day.
If you do need anything else in the future, you know where to find us.
Thanks, Matthew
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