Managing your complaint

Whilst most of our customers are happy with the service they receive from us, sometimes we don't get it right first time. We take complaints very seriously, and if you are not satisfied with any aspect of one of our products or services, please tell us. We would like the chance to put it right.

• Managing your complaint

Contacting us

When you contact us, please provide us with as much information as possible. This should include your account information, details of your complaint and what you would like us to do to put things right. We won’t charge you for raising a complaint.

In person

• Visit your local branch or contact your relationship manager.
• Find your nearest branch

In writing

• Write to your local branch manager or your relationship manager.
• Write to The team at Virgin Money, Sunderland, SR43 4JB
• For information on PPI complaints visit our dedicated Payment Protection Insurance page.

By telephone

• Call the Bank using the telephone number at the top of your statement.
• Call our telephone banking service on 0800 345 7365 available (8am - 9pm Mon to Fri, 8am - 9pm Sat and 10am - 5pm Sun). If outside of the UK, call our customer services +44 141 951 7320 available (8am - 9pm Mon to Fri, 8am - 9pm Sat and 10am - 5pm Sun).

Online

• Email us using our online complaint form
• Leave a message via your internet banking facility.*
• If your enquiry is regarding a PPI complaint, please visit our dedicated Payment Protection Insurance page.

Information sent by e-mail may not be secure, details of a personal or sensitive nature should not be sent by e-mail. We will only respond to your email by email if you specifically request us to do so.

*Telephone & internet banking services may be temporarily unavailable during periods of routine maintenance.

Accessibility & Disability Support

Depending on your needs – we could make adjustments like using large print, Braille, audio or alternative languages. We’ll assist you in any way we can. If you have any questions Call our telephone banking service on 0800 345 7365 available (8am - 9pm Mon to Fri, 8am - 9pm Sat and 10am - 5pm Sun). If outside of the UK, call our customer services +44 141 951 7320 available (8am - 9pm Mon to Fri, 8am - 9pm Sat and 10am - 5pm Sun).

* When you call us, call charges may apply. Please check with your telephone service provider.

For information on how we can help, visit our Accessibility and Disability support page.

What to do if we can't reach an agreement

The Financial Ombudsman Service is an independent organisation which helps to resolve complaints that customers and financial institutions haven’t been able to resolve themselves.

If you are not satisfied with our response, or if we’ve been unable to resolve your complaint within eight weeks (15 calendar days for payment related complaints), you can refer the matter to them.

You can contact them in writing at Financial Ombudsman Service, Exchange Tower, London, E14 9SR, by telephone on 0800 023 4567 and via email at complaint.info@financial-ombudsman.org.uk. Information sent by e-mail may not be secure, details of a personal or sensitive nature should not be sent by e-mail.

Further details can be found by visiting the FOS website at www.financial-ombudsman.org.uk

Business Banking Resolution Service

If you are not satisfied with our resolution, and your complaint is not eligible for the Financial Ombudsman Service, you may be able to have your complaint reviewed by the Business Banking Resolution Service (BBRS).

The Business Banking Resolution Service (BBRS) is an independent organisation set up voluntarily by participating banks to resolve disputes between eligible larger SME business customers and their bank. The service is free to use and is available to business customers with unresolved disputes with participating banks.

If you are interested in finding out more information or using the service, please visit the BBRS website https://thebbrs.org/, or email contactus@thebbrs.org or call 0345 646 8825. Alternatively, you can write to the BBRS, 70 Fleet St, London EC4Y 1EU. Information sent by e-mail may not be secure, details of a personal or sensitive nature should not be sent by e-mail.