Virgin Money UK Reviews 12.988

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.

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.

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.

Easy procedure thank God without silly questions

I transferred some money into my virgin account and I needed to transfer it to another account as solicitors were waiting for the money as I'm selling my other house and the transfer got blocked I was shocked thought if it was an emergency I would've been done so please can you get this transfer sorted for me and please don't ever do something like that again I'm not happy with what I experienced today truthfully I hope you sort first thing in the morning please thank you.

Accessing my accounts either online or using the app
is so hit and miss, I'm having to constantly reset passwords. Having had money with Virgin for a few years I keep expecting their systems to improve, I have money with other providers and don't get the same issues.

Just spoken to Rose who talked me through transferring an ISA. I had no idea how to withdraw the interest from last year. She was so patient & couldn’t have made it easier. Excellent service.

Impossible to get an interest statement from this bank for a current account. They are the only bank that I know that has trouble with this simple request.

Spoken to a real person called Rachel. She was helpful although the computer bot at the beginning can be frustrating

Really happy with my new Virgin Money credit card so far. The application process was quick and easy, the app is simple to use, and everything feels very straightforward. Great experience up to now!

Straightforward and simple application and extremely helpful and supportive customer service.

Had an issue with the app, spoke to Andy who was superb and noticed an issue I didn't know about. Fixed it for me. Great service.

Virgin Money was simply and easy to apply for there credit card. Had a good opening offer with transfer of existing credit card debt to there's.

Great fast friendly service from Adam. Thank you Adam.

I have just paid off my credit card and am going to close any accounts with virgin and having nothing more to do with them.
I’ve had a credit card with virgin for many years and had tried to setup a direct debit to pay the minimum payment as a safe guard. They didn’t collect their payment on time and then sent me nasty threatening letter saying inhad lost my 0 percent promotion and they reported me to the credit rating agency even though it was obvious i had set up a direct debit. No way to treat a long standing customer. I will never use any virgin product again.

Reported my father’s death back in March. 30 minutes wait to speak to nice but overworked staff. I complained on Trustpilot, response was that staff are working hard- I don’t doubt it, but there aren’t enough of them.
Since then 2 statements have come through, so it seems like the account hasn’t been frozen.
I haven’t had time to wait on the phone again.
I have reported his death to many organisations including government departments, but in terms of phone wait time and failure to act VIRGIN MONEY ARE BY FAR AND AWAY THE WORST COMPANY I HAVE DEALT WITH.

We have held our mortgage with virgin since 2021. Our 5 year fix was up and we wanted to take some additional borrowing. Having no issues with virgin we decided to remortgage with them and go though the additional borrowing process. The process itself was easy. My only slight frustration came from the advice appointment. Firstly they were nearly 30 mins late calling. They did call to tell us this but it’s still frustrating as we had sorted child care etc.

The advisor was lovely but the appointment was as so very scripted it felt impersonal. I made the advisors aware that I already used the insurers they recommended with staff discount so I didn’t need this discussing. It was still mentioned a further 3 times!

We spoke about priorities and we kept saying monthly payment being as low as possible and it just felt like this wasn’t being listened to.

I’m really not saying this was the advisor, i genuinely don’t think it was, it felt like they were following a script and not as unable to deviate from that based on the conversation had.

All in all, they have been brilliant but I think there needs to be a review of scripting to make things feel more tailored to the customer.

Very stressful set up of Business Banking with all my details lost twice. Struggled to get it set up and still have no support for questions. I tried to set up a personal account today to collect personal payments and after three attempts with system failures after the last page it gave a system crash and lost everything.

I'm guessing this will happen when I have money in it and they will deny ever having received funds. I had a similar problem with Revolut and the £120K guarantee is meaningless if they just deny ever having an account.

I've been recommended don't waste more time there. Drop the personal application and move to a provider with better recent reputation for reliability and the exact features you want: easy incoming transfers from business accounts (Zempler, WorldFirst),

My father passed away in December 2025. I have had to deal with Virgin Money numerous times and have had several other complaints but this is the latest. They never informed me at any time they still had a hold over my dads property after his mortgage was paid off 15 to 20 years ago. I am now fighting to get a repayment letter that they said would be emailed to me within 4 working days. Still waiting. Phoned anf they said they posted it but would email it now and I would have it in 10 minutes. Still nothing an hour later. On the phone again. The staff are so pleasant but no one can do their job properly I'll they seem to do is send it to someone else and it doesn't get done. Shambles of a company.

Amazing customer service via chat. Wasnt left waiting too long, Adam was a great help, put my mind at ease and was lovely and friendly.