Fast efficient process to open the account. At no stage did I have a problem and I was even contacted by a team member, who I could understand who asked if there anything else he could help me with
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För att skydda plattformens integritet granskas både verifierade och overifierade omdömen av vår automatiserade programvara som är tillgänglig dygnet runt. Tekniken är utformad för att identifiera och ta bort innehåll som bryter mot våra riktlinjer, inklusive omdömen som inte är baserade på en äkta upplevelse. Vi är medvetna om att vi inte kan lägga märke till allt. Det går att flagga sådant som du tror att vi kan ha missat. Läs mer
Det här tycker kunderna
Waiting on the “Bereavement service”, line to report my father’s death. So far over 30 minute wait.His other bank took literally seconds to answer the bereavement line. Absolutely appalled. This is... Se mer
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Quite disappointed about ISA transfer. Their site did not include my ISA provider so I had to print and send their form by post which as sent on 6th March. After 2 weeks I sent them an email to check... Se mer
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As a business we needed another account. We are already a customer of Virgin and throught that it might be helpful stay with the same bank. Opening the account was easy, fast and efficient. Cards ar... Se mer
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Företagsinformation
Skrivet av företaget
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.
Kontaktuppgifter
Storbritannien
- uk.virginmoney.com
3,3
Medel
13 tn omdömen
Har besvarat 99 % av sina negativa omdömen
Svarar vanligtvis inom 24 timmar
Så använder företaget Trustpilot
Se hur deras omdömen och betyg hämtas, betygsätts och modereras.
I have received several phone calls…
I have received several phone calls from this lot. As soon as I answer, they terminate the call. No verbal engagement, nothing. This has happened several times. On one occasion, I answered and after saying hello 5 times, someone decided to talk. Before I could even confirm my name, the call was again terminated. Emailed Alison Lattimer who is apparently head of contact centres. She couldn’t be bothered to even acknowledge this matter, and despite making a complaint, I am still waiting. Making silent calls is unacceptable and what freaks and weirdos do. Now, I may get a reply, and that will be email your issues. No point.
19 mars 2026
Omdöme utan inbjudan
Svar från Virgin Money UK
Thanks so much for taking the time to leave us a review.
We're pleased to hear you found the application process easy and the card is suitable for your needs.
Thanks, Virgin Money
“Bereavement service”
Waiting on the “Bereavement service”, line to report my father’s death. So far over 30 minute wait.His other bank took literally seconds to answer the bereavement line. Absolutely appalled. This is like an understaffed government dept. Will be closing my own savings account with them as soon as possible.
24 mars 2026
Omdöme utan inbjudan
Svar från Virgin Money UK
Good evening Emma,
Firstly we would like to offer our sincere condolences on the loss of your father, we understand this must be a very difficult time for both yourself and your family.
Our Bereavement team are working hard behind the scenes to pick up calls as quickly as possible, and we're sorry to hear you've been sat waiting for so long to notify us of your fathers passing.
If you've received a copy of the death certificate, you'd be able to notify us using our online form right here;
https://uk.virginmoney.com/service/bereavement/
Hope this helps to make things a little bit easier for you.
Thanks, Virgin Money
Fast efficient process to open the…
Fast efficient process to open the account. At no stage did I have a problem and I was even contacted by a team member, who I could understand who asked if there anything else he could help me with
12 mars 2026
Omdöme utan inbjudan
Svar från Virgin Money UK
Good afternoon John,
Here at Virgin Money we believe communication is key. Checking in with our customers, both new and existing, gives us the opportunity to identify any issues they may be experiencing and providing the support they need to put things right.
We're delighted to hear the application process ran like clockwork without any issues, and the follow up call from the team was very much appreciated.
Thanks, Virgin Money.
Opening New Account With Virgin Money
Their products were explained simply.
No jargon that caused any confusion with tech
Speed of delivery
20 mars 2026
Omdöme utan inbjudan
Svar från Virgin Money UK
Hey Abigail - great to have you join us!
We work hard behind the scenes to deliver an all round excellent customer experience, and it's wonderful to see this being recognised in feedback from people like yourself.
Providing an open and honest explanation in a way that a customer understands is paramount. And in doing so, the customer can be sure the account is suitable for them and their financial needs.
Thank you for taking the time to leave us a review, we hope you enjoy the rest of your day.
Thanks, Virgin Money
Shame you cannot give a minus …
Shame you cannot give a minus …. If you are looking to remortgage with them even as an existing customer please don’t. Am currently in the process of doing this with them and have now had to escalate it to a complaint . If you are considering virgin money all I can say is for your sanity and mental wellbeing do not … in all my years of having and sorting out mortgages I’ve never experienced anything like this and not in a good way . To put it politely they could not organise a p..s up in a brewery.
24 mars 2026
Omdöme utan inbjudan
Svar från Virgin Money UK
Good afternoon Andrea.
I'm sorry to hear your recent experience hasn't been what you'd expected, and you've had cause to complain.
Our Customer Relations team have up to 8 weeks to carry out a full investigation and provide a final response to your complaint. And I hope that you will be satisfied with the outcome of this.
Thanks, Virgin Money
Easy process to follow
Easy process to follow. Very helpful customer service.
20 mars 2026
Omdöme utan inbjudan
Svar från Virgin Money UK
Thanks for the feedback Roger, very much appreciated.
We're delighted to hear you found the process easy to follow, and we delivered the 5* customer service that you should expect.
Take care, and enjoy the rest if your day!
Thanks, Virgin Money
Antiquated, uncoordinated online account handling
I have a Virgin current account and a Virgin credit card. I was rather surprised that I had to download another app and set up online access separately for the card, but Virgin's interest free balance transfer offer made the hassle worthwhile. I then saw the Virgin double-up e-isa and thought it would be good to transfer my old isa to Virgin. I logged into the Virgin Money app only to find myself transferred to the main Virgin website and told to apply for the e-isa as a new customer, registering yet again for online access.
The reason I was going for a Virgin e-isa was because I already have Virgin online access. I'm not going through the whole palaver again just because Virgin's systems are still in the dark ages. My opinion of Moneyfacts has also gone down - how on earth can they award Virgin Money the Personal Finance Provider of the year 2025 award?!
24 mars 2026
Omdöme utan inbjudan
Svar från Virgin Money UK
Good morning George,
Thank you for taking the time to share your views relating to the way we currently manage a variety of our accounts across the board.
We're sorry to hear you're unhappy that we run our accounts on different platforms. Some online via our website, and some on the Mobile App.
This is a result of the previous mergers of banks over the last few years. Our end goal is to make our customers journey a lot more streamlined, however it will take us time to do that.
As soon as we have any updates to share on that front, we'll be in touch.
Thanks, Virgin Money
Quite disappointed about ISA transfer
Quite disappointed about ISA transfer. Their site did not include my ISA provider so I had to print and send their form by post which as sent on 6th March. After 2 weeks I sent them an email to check status as there was no communication. Their email auto response states they will respond within 3 to 5 days. I was worried that the transfer would not take place. Then, my old provider informed me funds had been transferred on 20th so I checked Virgin account which was zero. The funds eventually showed on 23rd March at a rate which was slightly lower than their current rate
Seems their processes and systems are fron the 1980s. Poor indeed.
23 mars 2026
Omdöme utan inbjudan
Svar från Virgin Money UK
Hi William, thanks for taking the time to leave us feedback.
We're really sorry for your experience with the transfer and for any lack of updates throughout - it is certainly important to keep you posted throughout, so apologies we failed in that aspect.
ISA transfers can take up to 15 working days to complete, depending on the other provider. Rates can vary based on the market, but you’d still receive the rate that applied at the time you submitted your application.
Glad to hear the funds transferred over smoothly in the end, but we take your feedback onboard and do hope to improve our overall processes and systems.
Thanks, Aliyah
Customer Services are useless
I needed to transfer funds from my Virgin business account to a Recognise Saver account. Pretty simple bank to bank transfer. Yet despite going through all the hoops from Virgin and being asked to fill out an online form, where some of the box headings were completely wrong, necessitating more telephone calls to customer services, we were finally ready for them to make the transfer.
Transfer duly failed due to Virgin staff member not reading the specific instructions on the completed form as advised by Virgin customer services.
More than 4 hours wasted over 2 days trying to get this resolved.
Then you have to deal with the complaints team, who just stone wall you with a derisory amount of compensation for the time you have wasted.
Absolute shower.
12 mars 2026
Omdöme utan inbjudan
Svar från Virgin Money UK
Good morning, thanks for taking the time to share your recent experience - it's disappointing to hear that things haven't gone to plan with your withdrawal, and we're sorry for any inconvenience, and delays caused by this.
We'd be keen to take a closer look, and with that in mind - please email reviewhelper@virginmoney.com with the case reference #79347, your account type, your name, address and contact number. I'll escalate this over to our Business Team as soon as possible.
Thanks, Virgin Money
Absolutely shocking Avoid.
Absolutely shocking! Avoid! Gave me £7,500 credit limit, next month they dropped it to £500 with no explanation! Had a dispute with a retailer for £135 so they then decided to drop it!? Had a valid reason as what I ordered never arrived! Because of this they decided to change e my limit! I paid everything on time, used my credit limit perfectly! Absolute cowboys. Closed my account instantly. Wasted my time.
23 mars 2026
Omdöme utan inbjudan
Svar från Virgin Money UK
Hi Paul, thanks for taking the time to leave a review.
We're truly sorry for any frustration this caused you and understand how disappointing it can be to have your limit reduced.
Credit limit reductions can be based on several factors, but we do appreciate this was during a dispute and the timing felt unfair. If you'd like our team to investigate the decision and explain what happened, please contact them directly - details can be found here: https://uk.virginmoney.com/contact/credit-cards/
Thanks, Virgin Money
Svar från Virgin Money UK
Good afternoon, thanks for giving us a fantastic 5-star review!
We're delighted that you've had the service we always look to deliver, your satisfaction is our top priority!
Take care, and have a great rest of the week :)
Thanks, Virgin Money
Nothing but hassle
Absolutely the worst, most unhelpful bank in the world. Use literally any other bank.
22 mars 2026
Omdöme utan inbjudan
Svar från Virgin Money UK
Morning Jane, I'm so sorry that you've had an issue when reaching out.
Just so we're able to look to help further and turn your experience around could you please head over to one of our Social channels such as X, Facebook or Instagram and we'll chat there.
If you do decide to head our way over there, mention the reference #79308
Thanks, Virgin Money
Everything about Virgin Money is so…
Everything about Virgin Money is so appalling I thought it was a scam. Long winded process to open an ISA. The account number is too short to add to my usual banking app (alerting to check if a real account). The app has not worked even once in 2 weeks. It shows an error message and advises to “try again later”.
5 mars 2026
Omdöme utan inbjudan
Svar från Virgin Money UK
Hi there, thank you for taking the time to head this way to leave your feedback.
We're so sorry the process wasn't as smooth as we'd expect upon opening your new Savings Account, and that you've had an issue in adding it on the App.
It could be linked to the ISA you've opened and it not being part of our Mobile Banking App at this time, so we can help confirm this and help with anything else at all needed, please reach out on one of our Social channels such as X, Facebook or Instagram and we'll chat there!
Just quote reference #79301
Thanks, Virgin Money
UNRELIABLE
I keep getting the message when I use the app saying “We are experiencing problems etc etc, try again later. This happens with great frequency and I couldn’t access my account today for over 12 hours. It can’t be relied upon. When I need to pay bills and transfer money and it won’t let me it’s very frustrating. It basically needs sorting, sooner rather than later.
20 mars 2026
Omdöme utan inbjudan
Easy Short Term Debt Managment
Very easy to set up and my debts been easily consolidated into one card, removing financial stress.
20 mars 2026
Omdöme utan inbjudan
Svar från Virgin Money UK
Hi Cassie, thanks for going out of your way to leave us a 5-star review.
A big welcome over to Virgin Money!
We're glad to see that everything has been nice and easy for you, and that you've made the most of our Card with great offers.
Please take care and have a lovely weekend.
Thanks, Virgin Money
amazingly efficent
amazingly efficent, very easy to do and lovley to deal with
18 mars 2026
Omdöme utan inbjudan
Svar från Virgin Money UK
Afternoon Kim, thanks so much for the positive review, we really appreciate you taking your time to head this way and drop those 5-Stars on a Friday!
It's so good to hear that everything was efficient and easy, with some lovely interactions :)
We do hope you continue to enjoy banking with us, and if you ever need anything, you know where to find us in the future.
Have an amazing weekend!
Thanks, Virgin Money
Terrible customer service
Terrible customer service. Wanted to change my address and phone number to my new Australia one. Supposed to have done it on chat line.Then phoned them to change phone number. Now it seems they put the wrong address in and now can't go any further. They keep cutting us off and don't want to know.
20 mars 2026
Omdöme utan inbjudan
Svar från Virgin Money UK
Hi Patricia, thanks for bringing this to our attention.
We apologise that you've been having some issues updating your mobile and address on your Account, but we can point you in the right direction to get this all sorted and corrected.
You can find our opening times and contact number, including internationals here: https://uk.virginmoney.com/contact/
You can reverse the calls through any landline with the international operator (payphone, library, hotel, etc).
Depending on your Account type, and now that the mobile is updated, you can update your address in our App on the profile section, use our Live Chat, or send our team a Secure Message by logging in online (depending on the Account type).
Thanks, Virgin Money
Had a truly exceptional experience with…
Had a truly exceptional experience with Duncan who went above and beyond to fix the issue I had with logging in, sorted it out for me by taking ownership and doing the requested transaction manually. So so helpful, friendly & professional, Thank you Duncan, Virgin Money are lucky to have you! A really positive customer experience
18 mars 2026
Omdöme utan inbjudan
Svar från Virgin Money UK
Hi Lin, thanks for going out of your way to leave a 5* review.
We apologise that you've has some issues logging into your Account, but glad to see that Duncan has managed to help you get this all sorted, and left this great impression on you.
This is the type of service in which we strive to provide for our customers.
If you have access to our Social Media page, could you please let us know more information about the type of Account you hold with us? This will allow us to get this over to Duncan and his team.
If not, you can email (without personal details just the Account type) to reviewhelper@virginmoney.com
Thanks, Virgin Money
Easy application process and everything…
Easy application process and everything was straightforward from the start. I was contacted within the promised timeframe, and the transfer fees and promotional offer period are very reasonable.
The app didn’t work the first time I tried to use it, but after calling customer service, the issue was resolved immediately. Since then, the app has been easy to use and manage. Overall, a smooth and positive experience.
3 mars 2026
Omdöme utan inbjudan
Svar från Virgin Money UK
Hi there Tin - great to have you join us!
We're delighted to hear we've been able to offer you with a Credit Card that suits your needs, and delivered the 5* customer experience that we strive to provide.
Sorry to hear you had a bit of a bumpy start with our App. It's great to know we were able to resolve those issues immediately, and you're now up and running with ease.
We really appreciate you taking the time to share your recent experience, your feedback is very much a welcomed.
Thanks, Virgin Money
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