How long does my bank have to respond to a complaint?

Banks must acknowledge your complaint within 5 working days and resolve it within 8 weeks. If unresolved, they must send a final response letter.

How much can the Financial Ombudsman award?

The Financial Ombudsman can award up to £430,000 for complaints about acts after 1 April 2019. The service is completely free for consumers.

Can I claim back unauthorized transactions?

Yes, under the Payment Services Regulations 2017, your bank must refund unauthorized transactions unless they can prove you were grossly negligent or acted fraudulently.

Complain to Virgin Money

UK bank — 49% recommendation rate, second lowest in CMA survey

Banking

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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

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 days
Contact your bank's customer service team
2
Formal Complaint
Submit a formal complaint: banks must acknowledge within 5 working days
3
Financial Ombudsman
8 weeks
Free escalation after 8 weeks or receipt of a final response letter
Visit website
4
FCA Report
Report misconduct to the Financial Conduct Authority
Visit website

Contact Emails

customer.relations@virginmoney.com

Customer Service

complaints@virginmoney.com

Complaints

Expected Response Time

56 days

Banks have a statutory 8-week deadline to resolve complaints before the Financial Ombudsman gets involved

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Frequently Asked Questions

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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. Contact information is sourced from publicly available company websites. Statistics shown are based solely on cases filed through our platform. This page is for informational purposes only and does not constitute legal advice.