Hands up, sometimes we get things wrong. If that happens, we’d really like to know so we can put things right and make improvements.
We’ll aim to resolve your complaint within 3 business days, following the day it’s received. If this is not possible, we’ll keep you informed until your complaint is resolved.
If we can't resolve your complaint within 3 business days, we'll keep investigating it and be in touch once there's a decision. This can take up to 8 weeks (15 days for payment-related complaints) but we'll aim to fix things before then.
We'll only use the info you share to deal with your complaint.
We'll always treat your data with respect. You can find out more in our privacy policy Link opens in a new window .
Speak to us directly or browse other ways to complain.
Find the right number for your account or service.
Monday, Tuesday, Thursday, Friday 8am to 6pm
Wednesday 9.30am to 6pm
Saturday 9am to 1pm
Monday to Saturday 8am to 8pm
Sunday 10am to 5pm
Monday to Saturday 8am to 8pm
Sunday 10am to 5pm
Including Stocks and Shares ISAs.
These products are provided by Virgin Money Unit Trust Managers Ltd.
Monday to Friday 8am to 9pm
Saturday 9am to 6pm
Including business, current and savings accounts, cash ISAs, insurance and loans.
Monday to Saturday 7am to 9pm
Sunday 10am to 5pm
Calls to 0800 numbers are free from UK landlines and personal mobile phones.
Calls to 03 numbers are treated the same as calls to 01 and 02 numbers, including any inclusive minutes and discount schemes. Up to 16p per minute from UK landline. Up to of 65p per minute from mobiles.
Calls may be recorded for training and quality purposes.
If you’re a credit card, current account, business or savings customer, log in and use live chat in app.
Monday, Tuesday, Thursday, Friday 8am to 6pm
Wednesday 9.30am to 6pm
Saturday 9am to 1pm
Monday to Saturday 8am to 8pm
Sunday 10am to 5pm
Monday to Saturday 8am to 8pm
Sunday 10am to 5pm
Including Stocks and Shares ISAs.
These products are provided by Virgin Money Unit Trust Managers Ltd.
Monday to Friday 8am to 9pm
Saturday 9am to 6pm
Including business, current and savings accounts, cash ISAs, insurance and loans.
Monday to Saturday 7am to 9pm
Sunday 10am to 5pm
Calls to 0800 numbers are free from UK landlines and personal mobile phones.
Calls to 03 numbers are treated the same as calls to 01 and 02 numbers, including any inclusive minutes and discount schemes. Up to 16p per minute from UK landline. Up to of 65p per minute from mobiles.
Calls may be recorded for training and quality purposes.
Fill in our complaints form
Speak to someone in Store
Write to us at:
The team at Virgin Money
Sunderland
SR43 4JB
Solicitors and claims management companies can make a complaint on someone's behalf. To do this, they’ll need to provide a signed letter of authority.
Find out what to do if you’re unhappy with the outcome or if we’ve not been able to sort it within 8 weeks (15 days for payment-related complaints).
You can ask for letters to be sent in an accessible format, such as large print or Braille. For information on how we can help and how to get in touch visit accessibility support.
We can help you improve your financial position and take control of your money. If you feel you need any additional support from us in relation to your complaint, please let us know when you get in touch. Or speak to one of our financial care experts on:
We’re here Monday to Friday 8am to 7pm.
Calls are free from UK landlines and personal mobile phones. Calls may be recorded for training and quality purposes.
