Complain to Virgin Money
UK bank - 49% recommendation rate, second lowest in CMA survey
BankingFree, and its decisions bind the firm.
Contact emails
customer.relations@virginmoney.com
Customer Service
complaints@virginmoney.com
Complaints
Virgin Money handles complaints through its official online form.
Common Virgin Money complaints
Unauthorized Transaction
Reclaim fraudulent charges
Unfair Fees
Challenge excessive charges
Account Problem
Resolve access or closure issues
Product Mis-selling
Compensation for unsuitable products
This one needs a different route
Complaints about banks, lenders and insurers are regulated claims work. Handling them takes FCA authorisation, which we don’t have, so we don’t write them. That’s not us being careful with you. It’s the law about who’s allowed to do it.
Financial complaints go to the Financial Ombudsman
Complain to the bank, lender or insurer first. They have eight weeks to answer. If they say no, or say nothing, the Financial Ombudsman Service reviews it for free and its decisions are binding on the firm. That is a stronger route than anything we could write.
Virgin Money ombudsman & regulator routes
Which ombudsman handles Virgin Money complaints?
Financial Ombudsman Service. Once Virgin Money’s own complaints process is exhausted (after 8 weeks or a deadlock letter), you can take your complaint there for free. Go to the ombudsman. Read our guide to the Financial Ombudsman.
Can you complain to the FCA about Virgin Money?
Not for individual disputes: the FCA sets the rules for the sector but does not resolve personal complaints or award compensation. Complain to Virgin Money directly first and keep written records, then escalate to the Financial Ombudsman Service if it stays unresolved after 8 weeks or you receive a deadlock or final-response letter. You can still report Virgin Money to the FCA to flag systemic problems, but that will not get your own money back.
Laws that protect you
Consumer Rights Act 2015
Financial services must be performed with reasonable care and skill.
Payment Services Regulations 2017
Protection for unauthorized transactions and payment errors.
FCA Consumer Duty
Financial firms must act in customers' best interests.
Tips for Virgin Money complaints
- Report unauthorized transactions within 13 months
- Banks must respond to complaints within 8 weeks
- The Financial Ombudsman can award up to £430,000
- Keep records of all communications
- Vulnerable customers have additional protections
If Virgin Money doesn't respond
- 1
Customer Service
Allow 15 daysContact your bank’s customer service team
- 2
Formal Complaint
Submit a formal complaint: banks must acknowledge within 5 working days
- 3
Financial Ombudsman
8 weeksFree escalation after 8 weeks or receipt of a final response letter
Visit website - 4
Contact emails
customer.relations@virginmoney.com
Customer Service
complaints@virginmoney.com
Complaints
Virgin Money handles complaints through its official online form.
When you can escalate
8 weeks
If Virgin Money hasn’t sorted it within 8 weeks, or sends a final response sooner, you can take it to the Financial Ombudsman Service.
Frequently asked questions
Tools & guides for your Virgin Money complaint
Free calculators and explainers that strengthen the case you make to Virgin Money.
- Section 75 & chargeback checkerPaid by card? You have a secret weapon.
- Chargeback letter generatorGenerate a bank chargeback request letter.
- Bank fees calculatorCalculate unfair bank charges you can reclaim.
- Car finance compensation checkerBought on finance between 2007 and 2024?
- Statute-barred debt checkerCheck if a debt is too old to enforce.
- Hidden commission checkerWas your broker paid a secret commission?
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- 6 ways to get your money back when a company refuses a refundA refusal isn’t the end. Six free routes to your money - Consumer Rights Act letters, chargeback, Section 75, ombudsmen, small claims - and when to use each.
Not sure what the law actually entitles you to? Start with our UK consumer rights guide - refunds, faulty goods, and how to enforce your rights under the Consumer Rights Act 2015.
Work at Virgin Money? Reply to complaints here.
The ombudsman is free, and Virgin Money has to follow what it decides
Complain to the bank, lender or insurer first. They have eight weeks to answer. If they say no, or say nothing, the Financial Ombudsman Service reviews it for free and its decisions are binding on the firm. That is a stronger route than anything we could write.
Financial Ombudsman Service(opens in a new tab)Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Virgin Money or any of the companies listed on this site. Where an address is marked verified, we read it on Virgin Money’s own site or a complaint sent to it arrived. Addresses marked not verified have not been checked, and ones marked bounced do not reach Virgin Money. This page is for informational purposes only and does not constitute legal advice.