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" - t... Toon meer
Bedrijf heeft geantwoord
We verifiëren geen specifieke claims omdat reviewers hun eigen mening mogen geven. We kunnen reviews echter wel als 'Geverifieerd' bestempelen als we bevestiging hebben dat er een zakelijke interactie heeft plaatsgevonden. Meer informatie
Om de integriteit van het platform te beschermen, wordt elke review op ons platform – al dan niet geverifieerd – gescreend door onze geautomatiseerde software. Deze software kan inhoud identificeren en verwijderen die in strijd is met onze richtlijnen, inclusief reviews die niet zijn gebaseerd op een echte ervaring. We zijn ons ervan bewust dat we weleens wat over het hoofd zien, dus je kunt altijd reviews rapporteren waarvan je denkt dat we ze hebben gemist Meer informatie
Lees wat reviewers zeggen
Tried to withdraw money a deposit for a car and what a waste of time. Passed from one department to another. Had to send a picture of my passport driving licence and a selfie to verify my identity de... Toon meer
Bedrijf heeft geantwoord
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 h... Toon meer
Bedrijf heeft geantwoord
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 advi... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
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.
Contactgegevens
Verenigd Koninkrijk
- uk.virginmoney.com
3,2
Gemiddeld
13K reviews
Heeft 98% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 24 uur
Zo gebruikt dit bedrijf Trustpilot
Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
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 mei 2026
Review zonder uitnodiging
Antwoord van 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
Tried to withdraw money a deposit for a…
Tried to withdraw money a deposit for a car and what a waste of time. Passed from one department to another. Had to send a picture of my passport driving licence and a selfie to verify my identity despite all security questions
Lunacy of the first order.
28 mei 2026
Review zonder uitnodiging
Antwoord van Virgin Money UK
Good evening,
We're sorry to hear the process to have those funds withdrawn wasn't as plain sailing as you'd anticipated.
Keeping our customers and their account(s) is paramount and the reason we have such robust security processes in place.
Whilst we appreciate those processes may feel unnecessary or excessive, we can assure you this is done with the best intention as opposed to hinder.
We can only offer our sincere apologies for any frustration this may have caused.
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 mei 2026
Review zonder uitnodiging
Antwoord van 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
Review zonder uitnodiging
Antwoord van 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 mei 2026
Review zonder uitnodiging
Antwoord van 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 mei 2026
Review zonder uitnodiging
Antwoord van 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 mei 2026
Review zonder uitnodiging
Antwoord van 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 mei 2026
Review zonder uitnodiging
Antwoord van 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 mei 2026
Review zonder uitnodiging
Antwoord van 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 mei 2026
Review zonder uitnodiging
Antwoord van 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 mei 2026
Review zonder uitnodiging
Antwoord van 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 mei 2026
Review zonder uitnodiging
Antwoord van 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 mei 2026
Review zonder uitnodiging
Antwoord van 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 mei 2026
Review zonder uitnodiging
Antwoord van 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
My experience with Virgin Money's…
My experience with Virgin Money's credit card has been absolutely terrible. I was charged excessive interest after the end of a promotional offer, despite never being clearly informed that the promotion was ending. As a customer who was encouraged to manage the account online and receive less paper correspondence, I expected Virgin Money to provide adequate notice before applying significant interest charges. Instead, I was left with a substantial and unexpected bill.
What made the situation even worse was the complete lack of competence when I tried to resolve the issue. Every time I contacted customer service, I was passed from one person to another. Nobody seemed able to take ownership of the problem, provide a clear explanation, or offer a solution. Each representative simply transferred me elsewhere, forcing me to repeat the same story over and over again.
The customer service was frustrating, ineffective, and unhelpful. I spent considerable time trying to get answers but received little more than conflicting information and endless referrals. It felt as though nobody within the organisation had either the authority or the knowledge to deal with a straightforward customer complaint.
I am extremely disappointed with Virgin Money. Failing to properly notify customers about the end of a promotional offer, then charging significant interest and providing poor customer support, falls far below the standard I would expect from a major financial institution. I would not recommend this credit card to anyone and will seriously reconsider using Virgin Money's services in the future.
Reported to the Ombudmsman.
20 april 2026
Review zonder uitnodiging
Antwoord van Virgin Money UK
Good morning Waldemar, thanks for sharing details of your experience with us - it's disappointing to learn you feel it's been a terrible one, and you're unhappy as a result - that's certainly not what we like to hear.
In regard to the ending of promotional rates on our Credit Cards accounts, this is explained on page 3 of every statement produced, under the title of 'Your interest explained'. Each month we also send out an email reminder to advise that statements are ready to view in the Mobile App - encouraging our customers to check them over.
If your preference is to receive paper statements, that's certainly something that can be arranged. You can get the ball rolling over here: https://uk.virginmoney.com/credit-cards/manage-your-card/manage-your-statement-preferences
As a courtesy we also give notification close to the end date - we can only apologise you feel the communications surrounding this topic is lacking, and you were surprised by the unexpected amount which you viewed as substantial.
We're also sorry our Customer Service teams left you frustrated, and you found them unhelpful and that no one took clear ownership of your concerns.
If you've raised an official complaint in relation to this matter, and how it has been handled - it can take up to 8 weeks for our Customer Relations team to conduct a full investigation. If our Final Response is not what you'd hoped for - you can take it further to the Financial Ombudsman Service for an impartial view, and this will all be explained in the correspondence we send.
You'll find our Complaint procedure here for your reference: https://uk.virginmoney.com/service/complaints/
We hope the matter is resolved to your satisfaction soon.
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
Review zonder uitnodiging
Antwoord van 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
Virgin Money avoid like the plague
Virgin Money has to be the worst bank on the planet. They are useless at everything. From issuing cards on time to protecting your money.
I have provided the information and I am not holding my breath.
Virgin Money avoid like the plague.
25 mei 2026
Review zonder uitnodiging
Antwoord van Virgin Money UK
Good morning James, thanks for posting another review in connection with your most recent experiences - we'd like to learn more about what's led you here, to try and turn this around.
We're terribly sorry you're unhappy with our processes, in particular from the time it takes us to issue your cards, to the protection of your money. As the security of your account is of the utmost importance, and you feel unprotected - we'd like to understand why this is the case.
In order to do so, please email reviewhelper@virginmoney.com, with your name, address, contact number, reference #81478, and a summary of what's happened so far, and we'll take it form there.
Hope that sounds okay, and we'll meet you over there.
Thanks, Virgin Money
Antwoord van 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 mei 2026
Review zonder uitnodiging
Antwoord van 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 mei 2026
Review zonder uitnodiging
Antwoord van 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
Dit is Trustpilot
Iedereen kan een review op Trustpilot achterlaten n.a.v. een ervaring met een bedrijf. Gebruikers hebben het recht om hun feedback op elk moment te wijzigen of te verwijderen, en elke gepubliceerde review is zichtbaar zolang het account van de betreffende gebruiker actief is.
Bedrijven kunnen reviews verzamelen via geautomatiseerde uitnodigingen. Deze reviews worden als geverifieerd bestempeld, omdat het evident is dat ze op echte ervaringen gebaseerd zijn.
Lees meer over geverifieerde reviews.
Wij beveiligen ons platform met behulp van toegewijde specialisten en slimme technologieën. Lees meer over hoe wij nepreviews bestrijden.
Lees meer over Trustpilots reviewproces.
Hier vind je 8 tips voor het schrijven van een goede review.
Verificatie helpt ervoor te zorgen dat echte mensen de reviews schrijven die je op Trustpilot ziet staan.
Beloningen aanbieden voor reviews of een slechts een bepaalde groep mensen vragen om een review te schrijven, kan de TrustScore beïnvloeden. Dit is in strijd met onze richtlijnen.