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Virgin Money   Reviews

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Reviews 1.2.

Most relevant

Closing account letter again

Once again letters regarding closing account because not accessed. Only two options exist for a non resident UK ISA, close or do nothing. I cannot visit online (UK only) or use a prepaid envelope (UK only) or visit a store. Last time this happened Virgin paid 65 GBP compensation because of costs incurred with assurances this would not happen again. BTW the virgin money online complaint form doesn't work, only accepts UK phone numbers and postcodes.

Date of experience : April 29, 2024

Not worth the paper it’s printed on.

Travel insurance which has so many caveats that you are unable to make a claim for anything. They did everything they could to say why they didn’t need to compensate for my cancelled flights and delays, rather than trying to help. It has been a longwinded and stressful waste of time. Do not buy travel insurance from Virgin.

Date of experience : January 08, 2024

So difficult to make a gadget claim..gave up in the end

Tried to claim on portal. After various instructions from webchat which didn't work. Called help line they gave me a number to call. Called that number they gave another number to call. Got a link for a form to complete. Ridiculously stupid amount of paperwork needed. Some items I didn't have like utility bill as I'm 18 and live with parents. Luckily I was insured under nationwide home policy. Called up after 10min call new phone comes in 3 days. Will never use virgin again.

Date of experience : March 24, 2024

Waste of money taking this insurance

I was informed that my flight was cancelled after reaching airport and airlines couldn't provide alternative flights within 36 hours. When I contacted airlines for the expenses I incurred, they told me that only travel insurance company will pay. There was no way to call this insurer and I could submit my claim online only with all the receipts, screenshots etc. They had come back after one month saying that they will not cover anything for expenses incurred due to flight cancellation. Every time I reply back, they take about 2 weeks to respond. At the end, I didn't get a single penny back inspite of taking this insurance. It would have been better off not taking this insurance at all

Date of experience : October 22, 2023

Statement received was £10,000 short

Statement received was £10,000 short. Spent all forenoon trying to sort it, couldn't get through to anyone. Just a very inefficient company.

Date of experience : April 04, 2024

Travel insurance which does not cover

Travel insurance I took out clearly states nill excess for dental emergency on the policy. However, when I put my unfortunate claim through, the 3rd party insurer replied and used excess for other medical excess saying they are not liable for the cost. I looked up the policy again, only to see nill excess for dental emergency. Upon writing back asking for a full refund as the contract is breached and handing of the claim is very unprofessional, I received a reply saying I am correct that no excess. 2 weeks later, I receive another email saying they cannot pay my claim as not over excess. I fully not recommend Virgin Money Insurance for Travel. I hear Stayaure is very good in such handling so find a better insurance.

Date of experience : March 14, 2024

Avoid Virgin Travel at all Costs.

I had a serious accident whilst on holiday, which wasn’t my fault. I sustained a broken femur. Virgin Travel Insurance were informed within 20 minutes of arriving in hospital. It took them 8 days to tell me they weren’t going to pay out. The call centre is a joke and their emails are illiterate. Avoid this absolute disgrace of a company at all costs.

Date of experience : November 14, 2023

Had to pay hospital bill in the USA…

Had to pay hospital bill in the USA December still no money back will never yous this company again . What's the point of haveing travel insurance if there don't pay medical bill

Date of experience : March 10, 2024

Terrible customer service

Terrible customer service. Even renewing took ages and had to answer every question again. Lost patience when wanting to add winter cover, and have now cancelled. Awful.

Date of experience : March 01, 2024

Had travel insurance and had to add new…

Had travel insurance and had to add new medical condition on to policy. Took 1.5 hrs hanging on the phone before answered. Then going to charge an extra £83 to add the condition.. it was annual policy so asked for pro rata money back and went with another company who charged £28 for the medical condition to be added . All told 2hrs on phone

Date of experience : February 07, 2024

I would take your money elsewhere

I would take your money elsewhere. Reading these reviews I only wish I had read them before trying to invest in an isa. I set up an online profile to open an isa. It constantly kept rejecting my password. After numerous attempts to get logged back in and 3 password changes later it told me I couldn’t open an ISA and to call them. Their lines close at 6pm. This morning I just spoke to the most horrendous female virgin money rep. She actually accused me of screaming at her when I didn’t raise my voice once. She was useless and far from helpful. She clearly just couldn’t be bothered to help or was not equipped to. Terrible experience trying to open a simple ISA and owing to the rude incompetent woman this morning I have closed my online profile and will take my investment elsewhere. Terrible experience. No wonder your reviews are so bad.

Date of experience : February 27, 2024

Well yet another month has passed and…

Well yet another month has passed and nothing from virgin money about the insurance policy for my holiday cancellation due to Covid. Gallager Bassett who handle their claims are hopeless and still not responding to calls or emails asking for an update on the claim. Why would a company as big as Virgin continue to use a company who are clearly not up to the task. This can not be doing Virgin's reputation any good or maybe they don't care once they get the money from you. Very disappointed.

Date of experience : October 05, 2023

Terrible service

Terrible, all outsourced to CSAL who are apparently massively understaffed per my conversations with claims handlers and the mammoth waiting times on hold. Literally feel your life passing by constantly chasing. Whilst they help themes to incredibly long response times. Suspect all aimed at people losing the will and giving up on the claim itself. That or at least deferring payment as long as they possibly can to maximise their profits. Avoid

Date of experience : July 31, 2023

AVOID at all costs

AVOID at all costs. I wish I’d seen these reviews before attempting to open a Business Account Fixed Term Deposit; well I’m a Month in and it still isn’t opened. My money has gone into their ‘holding’ account while I earn no interest on it at all: My advice is don’t go near this company; I want out.

Date of experience : February 06, 2024

Not deserving even 1 star

Not deserving even 1 star. DO NOT FALL FOR VIRGIN BUSINESS CURRENT ACCOUNT!! Horrific experience from start to finish. Staff is incompetent and they lie on a daily basis. No comms no updates! AVOID

Date of experience : January 25, 2024

So bad I thought I'd bought scam insurance

Agree with other negative reviews on this site, after our baggage being lost for nearly 3 days on a trip to Paris, we claimed for some essential items and the claim just sat, and sat, and sat with no response. Complete cut and dried case, all the correct paperwork, just nothing happened. Tried contacting them by various means for weeks, completely unresponsive, almost scam-worthy

Date of experience : November 16, 2023

This travel insurance is worthless

This travel insurance isn’t worth anything in fact it should be classed as a scam. We had our flight cancelled back in August we have sent them all the details a short response giving you a claim number. Many many emails later no response to any of them avoid this insurance at all costs we had the silver annual package totally disgusted by the none existent communication.

Date of experience : August 26, 2023

I was taken ill on holiday. Eventually had some money back ( 6 months later), but no where near my legitimate claim. Every excuse not to pay was used. Virgin should be renamed Dick Turpin insurance. Your claim ends up being looked at by a different company who I am sure are on commission for what they save Virgin. Avoid at all cost! Scandalous way to treat people.

Date of experience : May 10, 2023

Holiday cancellation

Unfortunately we had to cancel our holiday due to a bereavement. I submitted all our evidence onto the online portal 3 months ago and today I have received confirmation that my claim has gone through. The money to cover our holiday is in now my bank this afternoon, I have given this a 4 star as I do think the communication could be better, it’s very impersonal dealing with an inbox and portal and not being able to deal with anyone direct. It would have been helpful to have understood how the claim process worked. When I read the reviews on here I started to doubt the company. Anyone submitting a claim you just need to be patient and let the case handlers do their work. This holiday insurance provided the cover we needed at this unfortunate time.

Date of experience : January 10, 2024

Poor customer service. I had an accident in September in…

I had an accident in September in majorica it took multiple phone calls because line kept cutting off. Eventually I got through and gave details to all questions. Got home but cannot get anyone to answer my emails about my claim after multiple emails. No one answers phone you can be on hold for one hour . Unfortunately I have a yearly policy so not hopefully I will ever get my £150 medical fees back.

Date of experience : September 15, 2023

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Virgin Money: Travel Insurance reviews

No new 5 star reviews, 50% decrease in 1 star reviews, latest highest rating:.

Latest lowest rating:

About the Travel Insurance

Review virgin money: travel insurance now, virgin money travel insurance reviews ( 90 ), this is like not taking any insurance, if you think your cover you are so wrong ..

Do NOT use Virgin

2 MONTHS STILL NO CAR!

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Virgin Money   Reviews

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Reviews 1.2.

Most relevant

Closing account letter again

Once again letters regarding closing account because not accessed. Only two options exist for a non resident UK ISA, close or do nothing. I cannot visit online (UK only) or use a prepaid envelope (UK only) or visit a store. Last time this happened Virgin paid 65 GBP compensation because of costs incurred with assurances this would not happen again. BTW the virgin money online complaint form doesn't work, only accepts UK phone numbers and postcodes.

Date of experience : 29 April 2024

Not worth the paper it’s printed on.

Travel insurance which has so many caveats that you are unable to make a claim for anything. They did everything they could to say why they didn’t need to compensate for my cancelled flights and delays, rather than trying to help. It has been a longwinded and stressful waste of time. Do not buy travel insurance from Virgin.

Date of experience : 08 January 2024

So difficult to make a gadget claim..gave up in the end

Tried to claim on portal. After various instructions from webchat which didn't work. Called help line they gave me a number to call. Called that number they gave another number to call. Got a link for a form to complete. Ridiculously stupid amount of paperwork needed. Some items I didn't have like utility bill as I'm 18 and live with parents. Luckily I was insured under nationwide home policy. Called up after 10min call new phone comes in 3 days. Will never use virgin again.

Date of experience : 24 March 2024

Waste of money taking this insurance

I was informed that my flight was cancelled after reaching airport and airlines couldn't provide alternative flights within 36 hours. When I contacted airlines for the expenses I incurred, they told me that only travel insurance company will pay. There was no way to call this insurer and I could submit my claim online only with all the receipts, screenshots etc. They had come back after one month saying that they will not cover anything for expenses incurred due to flight cancellation. Every time I reply back, they take about 2 weeks to respond. At the end, I didn't get a single penny back inspite of taking this insurance. It would have been better off not taking this insurance at all

Date of experience : 22 October 2023

Statement received was £10,000 short

Statement received was £10,000 short. Spent all forenoon trying to sort it, couldn't get through to anyone. Just a very inefficient company.

Date of experience : 04 April 2024

Travel insurance which does not cover

Travel insurance I took out clearly states nill excess for dental emergency on the policy. However, when I put my unfortunate claim through, the 3rd party insurer replied and used excess for other medical excess saying they are not liable for the cost. I looked up the policy again, only to see nill excess for dental emergency. Upon writing back asking for a full refund as the contract is breached and handing of the claim is very unprofessional, I received a reply saying I am correct that no excess. 2 weeks later, I receive another email saying they cannot pay my claim as not over excess. I fully not recommend Virgin Money Insurance for Travel. I hear Stayaure is very good in such handling so find a better insurance.

Date of experience : 14 March 2024

Avoid Virgin Travel at all Costs.

I had a serious accident whilst on holiday, which wasn’t my fault. I sustained a broken femur. Virgin Travel Insurance were informed within 20 minutes of arriving in hospital. It took them 8 days to tell me they weren’t going to pay out. The call centre is a joke and their emails are illiterate. Avoid this absolute disgrace of a company at all costs.

Date of experience : 14 November 2023

Had to pay hospital bill in the USA…

Had to pay hospital bill in the USA December still no money back will never yous this company again . What's the point of haveing travel insurance if there don't pay medical bill

Date of experience : 10 March 2024

Terrible customer service

Terrible customer service. Even renewing took ages and had to answer every question again. Lost patience when wanting to add winter cover, and have now cancelled. Awful.

Date of experience : 01 March 2024

Had travel insurance and had to add new…

Had travel insurance and had to add new medical condition on to policy. Took 1.5 hrs hanging on the phone before answered. Then going to charge an extra £83 to add the condition.. it was annual policy so asked for pro rata money back and went with another company who charged £28 for the medical condition to be added . All told 2hrs on phone

Date of experience : 07 February 2024

I would take your money elsewhere

I would take your money elsewhere. Reading these reviews I only wish I had read them before trying to invest in an isa. I set up an online profile to open an isa. It constantly kept rejecting my password. After numerous attempts to get logged back in and 3 password changes later it told me I couldn’t open an ISA and to call them. Their lines close at 6pm. This morning I just spoke to the most horrendous female virgin money rep. She actually accused me of screaming at her when I didn’t raise my voice once. She was useless and far from helpful. She clearly just couldn’t be bothered to help or was not equipped to. Terrible experience trying to open a simple ISA and owing to the rude incompetent woman this morning I have closed my online profile and will take my investment elsewhere. Terrible experience. No wonder your reviews are so bad.

Date of experience : 27 February 2024

Well yet another month has passed and…

Well yet another month has passed and nothing from virgin money about the insurance policy for my holiday cancellation due to Covid. Gallager Bassett who handle their claims are hopeless and still not responding to calls or emails asking for an update on the claim. Why would a company as big as Virgin continue to use a company who are clearly not up to the task. This can not be doing Virgin's reputation any good or maybe they don't care once they get the money from you. Very disappointed.

Date of experience : 05 October 2023

Terrible service

Terrible, all outsourced to CSAL who are apparently massively understaffed per my conversations with claims handlers and the mammoth waiting times on hold. Literally feel your life passing by constantly chasing. Whilst they help themes to incredibly long response times. Suspect all aimed at people losing the will and giving up on the claim itself. That or at least deferring payment as long as they possibly can to maximise their profits. Avoid

Date of experience : 31 July 2023

AVOID at all costs

AVOID at all costs. I wish I’d seen these reviews before attempting to open a Business Account Fixed Term Deposit; well I’m a Month in and it still isn’t opened. My money has gone into their ‘holding’ account while I earn no interest on it at all: My advice is don’t go near this company; I want out.

Date of experience : 06 February 2024

Not deserving even 1 star

Not deserving even 1 star. DO NOT FALL FOR VIRGIN BUSINESS CURRENT ACCOUNT!! Horrific experience from start to finish. Staff is incompetent and they lie on a daily basis. No comms no updates! AVOID

Date of experience : 25 January 2024

So bad I thought I'd bought scam insurance

Agree with other negative reviews on this site, after our baggage being lost for nearly 3 days on a trip to Paris, we claimed for some essential items and the claim just sat, and sat, and sat with no response. Complete cut and dried case, all the correct paperwork, just nothing happened. Tried contacting them by various means for weeks, completely unresponsive, almost scam-worthy

Date of experience : 16 November 2023

This travel insurance is worthless

This travel insurance isn’t worth anything in fact it should be classed as a scam. We had our flight cancelled back in August we have sent them all the details a short response giving you a claim number. Many many emails later no response to any of them avoid this insurance at all costs we had the silver annual package totally disgusted by the none existent communication.

Date of experience : 26 August 2023

I was taken ill on holiday. Eventually had some money back ( 6 months later), but no where near my legitimate claim. Every excuse not to pay was used. Virgin should be renamed Dick Turpin insurance. Your claim ends up being looked at by a different company who I am sure are on commission for what they save Virgin. Avoid at all cost! Scandalous way to treat people.

Date of experience : 10 May 2023

Holiday cancellation

Unfortunately we had to cancel our holiday due to a bereavement. I submitted all our evidence onto the online portal 3 months ago and today I have received confirmation that my claim has gone through. The money to cover our holiday is in now my bank this afternoon, I have given this a 4 star as I do think the communication could be better, it’s very impersonal dealing with an inbox and portal and not being able to deal with anyone direct. It would have been helpful to have understood how the claim process worked. When I read the reviews on here I started to doubt the company. Anyone submitting a claim you just need to be patient and let the case handlers do their work. This holiday insurance provided the cover we needed at this unfortunate time.

Date of experience : 10 January 2024

Poor customer service. I had an accident in September in…

I had an accident in September in majorica it took multiple phone calls because line kept cutting off. Eventually I got through and gave details to all questions. Got home but cannot get anyone to answer my emails about my claim after multiple emails. No one answers phone you can be on hold for one hour . Unfortunately I have a yearly policy so not hopefully I will ever get my £150 medical fees back.

Date of experience : 15 September 2023

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Virgin Money   Reviews

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Reviews 1.2.

Most relevant

Closing account letter again

Once again letters regarding closing account because not accessed. Only two options exist for a non resident UK ISA, close or do nothing. I cannot visit online (UK only) or use a prepaid envelope (UK only) or visit a store. Last time this happened Virgin paid 65 GBP compensation because of costs incurred with assurances this would not happen again. BTW the virgin money online complaint form doesn't work, only accepts UK phone numbers and postcodes.

Date of experience : 29 April 2024

Not worth the paper it’s printed on.

Travel insurance which has so many caveats that you are unable to make a claim for anything. They did everything they could to say why they didn’t need to compensate for my cancelled flights and delays, rather than trying to help. It has been a longwinded and stressful waste of time. Do not buy travel insurance from Virgin.

Date of experience : 08 January 2024

So difficult to make a gadget claim..gave up in the end

Tried to claim on portal. After various instructions from webchat which didn't work. Called help line they gave me a number to call. Called that number they gave another number to call. Got a link for a form to complete. Ridiculously stupid amount of paperwork needed. Some items I didn't have like utility bill as I'm 18 and live with parents. Luckily I was insured under nationwide home policy. Called up after 10min call new phone comes in 3 days. Will never use virgin again.

Date of experience : 24 March 2024

Waste of money taking this insurance

I was informed that my flight was cancelled after reaching airport and airlines couldn't provide alternative flights within 36 hours. When I contacted airlines for the expenses I incurred, they told me that only travel insurance company will pay. There was no way to call this insurer and I could submit my claim online only with all the receipts, screenshots etc. They had come back after one month saying that they will not cover anything for expenses incurred due to flight cancellation. Every time I reply back, they take about 2 weeks to respond. At the end, I didn't get a single penny back inspite of taking this insurance. It would have been better off not taking this insurance at all

Date of experience : 22 October 2023

Statement received was £10,000 short

Statement received was £10,000 short. Spent all forenoon trying to sort it, couldn't get through to anyone. Just a very inefficient company.

Date of experience : 04 April 2024

Travel insurance which does not cover

Travel insurance I took out clearly states nill excess for dental emergency on the policy. However, when I put my unfortunate claim through, the 3rd party insurer replied and used excess for other medical excess saying they are not liable for the cost. I looked up the policy again, only to see nill excess for dental emergency. Upon writing back asking for a full refund as the contract is breached and handing of the claim is very unprofessional, I received a reply saying I am correct that no excess. 2 weeks later, I receive another email saying they cannot pay my claim as not over excess. I fully not recommend Virgin Money Insurance for Travel. I hear Stayaure is very good in such handling so find a better insurance.

Date of experience : 14 March 2024

Avoid Virgin Travel at all Costs.

I had a serious accident whilst on holiday, which wasn’t my fault. I sustained a broken femur. Virgin Travel Insurance were informed within 20 minutes of arriving in hospital. It took them 8 days to tell me they weren’t going to pay out. The call centre is a joke and their emails are illiterate. Avoid this absolute disgrace of a company at all costs.

Date of experience : 14 November 2023

Had to pay hospital bill in the USA…

Had to pay hospital bill in the USA December still no money back will never yous this company again . What's the point of haveing travel insurance if there don't pay medical bill

Date of experience : 10 March 2024

Terrible customer service

Terrible customer service. Even renewing took ages and had to answer every question again. Lost patience when wanting to add winter cover, and have now cancelled. Awful.

Date of experience : 01 March 2024

Had travel insurance and had to add new…

Had travel insurance and had to add new medical condition on to policy. Took 1.5 hrs hanging on the phone before answered. Then going to charge an extra £83 to add the condition.. it was annual policy so asked for pro rata money back and went with another company who charged £28 for the medical condition to be added . All told 2hrs on phone

Date of experience : 07 February 2024

I would take your money elsewhere

I would take your money elsewhere. Reading these reviews I only wish I had read them before trying to invest in an isa. I set up an online profile to open an isa. It constantly kept rejecting my password. After numerous attempts to get logged back in and 3 password changes later it told me I couldn’t open an ISA and to call them. Their lines close at 6pm. This morning I just spoke to the most horrendous female virgin money rep. She actually accused me of screaming at her when I didn’t raise my voice once. She was useless and far from helpful. She clearly just couldn’t be bothered to help or was not equipped to. Terrible experience trying to open a simple ISA and owing to the rude incompetent woman this morning I have closed my online profile and will take my investment elsewhere. Terrible experience. No wonder your reviews are so bad.

Date of experience : 27 February 2024

Well yet another month has passed and…

Well yet another month has passed and nothing from virgin money about the insurance policy for my holiday cancellation due to Covid. Gallager Bassett who handle their claims are hopeless and still not responding to calls or emails asking for an update on the claim. Why would a company as big as Virgin continue to use a company who are clearly not up to the task. This can not be doing Virgin's reputation any good or maybe they don't care once they get the money from you. Very disappointed.

Date of experience : 05 October 2023

Terrible service

Terrible, all outsourced to CSAL who are apparently massively understaffed per my conversations with claims handlers and the mammoth waiting times on hold. Literally feel your life passing by constantly chasing. Whilst they help themes to incredibly long response times. Suspect all aimed at people losing the will and giving up on the claim itself. That or at least deferring payment as long as they possibly can to maximise their profits. Avoid

Date of experience : 31 July 2023

AVOID at all costs

AVOID at all costs. I wish I’d seen these reviews before attempting to open a Business Account Fixed Term Deposit; well I’m a Month in and it still isn’t opened. My money has gone into their ‘holding’ account while I earn no interest on it at all: My advice is don’t go near this company; I want out.

Date of experience : 06 February 2024

Not deserving even 1 star

Not deserving even 1 star. DO NOT FALL FOR VIRGIN BUSINESS CURRENT ACCOUNT!! Horrific experience from start to finish. Staff is incompetent and they lie on a daily basis. No comms no updates! AVOID

Date of experience : 25 January 2024

So bad I thought I'd bought scam insurance

Agree with other negative reviews on this site, after our baggage being lost for nearly 3 days on a trip to Paris, we claimed for some essential items and the claim just sat, and sat, and sat with no response. Complete cut and dried case, all the correct paperwork, just nothing happened. Tried contacting them by various means for weeks, completely unresponsive, almost scam-worthy

Date of experience : 16 November 2023

This travel insurance is worthless

This travel insurance isn’t worth anything in fact it should be classed as a scam. We had our flight cancelled back in August we have sent them all the details a short response giving you a claim number. Many many emails later no response to any of them avoid this insurance at all costs we had the silver annual package totally disgusted by the none existent communication.

Date of experience : 26 August 2023

I was taken ill on holiday. Eventually had some money back ( 6 months later), but no where near my legitimate claim. Every excuse not to pay was used. Virgin should be renamed Dick Turpin insurance. Your claim ends up being looked at by a different company who I am sure are on commission for what they save Virgin. Avoid at all cost! Scandalous way to treat people.

Date of experience : 10 May 2023

Holiday cancellation

Unfortunately we had to cancel our holiday due to a bereavement. I submitted all our evidence onto the online portal 3 months ago and today I have received confirmation that my claim has gone through. The money to cover our holiday is in now my bank this afternoon, I have given this a 4 star as I do think the communication could be better, it’s very impersonal dealing with an inbox and portal and not being able to deal with anyone direct. It would have been helpful to have understood how the claim process worked. When I read the reviews on here I started to doubt the company. Anyone submitting a claim you just need to be patient and let the case handlers do their work. This holiday insurance provided the cover we needed at this unfortunate time.

Date of experience : 10 January 2024

Poor customer service. I had an accident in September in…

I had an accident in September in majorica it took multiple phone calls because line kept cutting off. Eventually I got through and gave details to all questions. Got home but cannot get anyone to answer my emails about my claim after multiple emails. No one answers phone you can be on hold for one hour . Unfortunately I have a yearly policy so not hopefully I will ever get my £150 medical fees back.

Date of experience : 15 September 2023

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Virgin Money   Reviews

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Reviews 1.2.

Most relevant

Rubbish company

I suspect Virgin have employed an I.T company to ensure their claim website is very difficult to use. They do exist... I eventually gave up with the online claim, completed the form to be e.mailed. The Virgin email server was unable to receive e.mails 22 - 28 Sep. Virgin online chat gave me an alternative email address which gave the same result. Daniel on Virgin helpline was unable to answer my queries. Avoid at all costs. Crap company who make a concerted effort to stop you claiming

Date of experience : September 29, 2023

This company does not even deserves a…

This company does not even deserves a one star . One of the worst travel insurance. My claim is going on for last 5 months once a month they keep sending same email although I have provided them all the details. You rather go without travel insurance then choosing virgin travel insurance .

Date of experience : August 24, 2023

Appalling customer service

Appalling customer service. Incredibly difficult to speak to someone, they simply don't employ enough staff. Happy to take your money but not invest in customer service. Existing claim taking over a month so far to get a reaction. 1 hour wait time on the phone if you are lucky. AVOID AVOID AVOID. Do not use Virgin at any cost. You will regret it.

Date of experience : October 11, 2023

Current account easy switch

Seeing as I already had a Virgin savings account I thought opening a Virgin current bank account would be easy, but they required more ID, so I abandoned my first attempt at the end of January. After phoning my local branch and speaking to a helpful lady I tried again after 2 weeks and the extra ID gremlin had been removed. Then the online account opening process was easy, account switch from my former bank faultless and I promptly received 15 free bottles of wine. So far so good. On their way to receiving a 5 star rating. Unfortunately their service deteriorated, so I moved to First Direct and have found its staff very helpful.

Date of experience : May 20, 2021

If I could give them minus 3 million I…

If I could give them minus 3 million I would. Worst service I have ever come across and now they've have blocked any online transactions because of "new legislation" load of rubbish!!! I can't even spend 40 quid on an online reputable store, or a govnernment tax paying line!!! If you're thinking about joining them RUN A MILE. The quicker they go into some sort of liquidation the better

Date of experience : November 09, 2021

I am visually impaired and had problems…

I am visually impaired and had problems applying as I don't have a Driving Licence. I have a Citizen Card instead. The application rejected my attempts to register. I had to call and yes here was a long wait but when I got through the team member was concerned friendly and helpful She rang back after consulting her Manager and said they would be in touch shortly..the next day my account was open. It was a very busy time for them and the OnLine app is not perfect but with the Clydesdale and Financial Services guarantees I have confidence In the product.

Date of experience : November 11, 2022

Still no end to problem

Complained 6th April 2022 Given complaint reference number Numerous letters and phone calls found out complaint not dealt with by them yet as they have a backlog Still dealing with February and March ones Nearly 18 weeks from original date and they still haven't started to investigate it as it is in a case file or something Since merging with Yorkshire and Clydsedale gone downhill now about to lose a lot of my business Avoid if you value your sanity

Date of experience : August 08, 2022

Staff are always very polite but…not enough of them!

Staff are always very polite when you call, but make sure you have plenty of time. I rang about some fraud I experienced with an online order and wanted to see if Virgin could help - they did but they are obviously very under staffed

Date of experience : April 04, 2023

AVOID VIRGIN TRAVEL INSURANCE!

I honestly wish I could give zero stars as one is too good for this company. I had to make a claim back in August due to losing my belongings, and dealing with virgin or should I say Virgins travel insurance partner (Gallagher Basset)has been horrendous. I can only stress how much you should avoid this company. It has been over two months that they are “reviewing” my claim, and that I cannot be given a time for me to receive a reply. Initially it was one date then another date and now they are “sorry” but they cannot give me a date. I will be taking this further until it is resolved, but as a customer looking for travel insurance please save yourself the trouble.

Date of experience : November 15, 2023

fantastic service when our son had an accident abroad

My 1-year-old fell and fractured his skull whilst on holiday in Mauritius in 2019. Virgin advisers were fantastic and sorted all expenses out swiftly. I will always buy my travel insurance from Virgin as they proved to me they payout when needed.

Date of experience : April 12, 2021

beware- no refunds for cancellation

tried to upgrade my policy to include new york and a cruise my policy was europe and ended june 2024 virgin said yes to upgrade at £507 to pay on top and no it doesn't include cruise cove you will need to take out a single trip for that i said ok cancel( ive gone for a bank package which covers everything much better and costs about £250 for the year) virgin said ok we can cancel but no refund, you are outside 14 day cooling off period!!!! never again stay with banks or someone reputable i regret ever going with them, but i suppose i was believing in richard branson... more fool me

Date of experience : December 12, 2023

Don't even bothered.

Don't even bothered. We have been waiting for our claim, in financial crisis situation like this they just ignore you, its been nearly over a month, mu husband was hospitalised whilst we're in holiday again hoping it'll sorted and covered when we're back to the UK, the customer service just said our claim is being reviewed eventho they said a week before they said we'd hear about it 3-5 working days. Just don't this it's horrible ever, being ill and just not getting the answer & claim back!!

Date of experience : July 11, 2023

Communication failures

Arranged same day Chaps transfer. Recipient confirmed next day that payment not received. Tried live- chat- not working. Phoned customer services. On hold several times, before assistant admitted she could not contact branch, & unable to help. Eventually resorted to yet another trip to branch, who had failed to authorize payment. Offered to refund same day charge (£25) ( as hadn’t provided!) Email complaint generated several different replies requesting more information. I await developments. 3x 30 mile round trips to branch so far!

Date of experience : December 21, 2022

Scammers!They didn't warn us that medical expenses must be paid only in pounds and can't be paid in cash.They don't want to accept refund because medical expenses was paid in Euros and keep asking for bank statements which shows the amount was paid in pounds and they ignore the receipt which the shows the amount paid in Euros.

Date of experience : June 29, 2023

Avoid At All Costs

Do not buy Travel Insurance through Virgin Money. Rejected a claim for a hotel stay in the US which I had to cancel due to COVID. My hotel booking was non refundable, but Virgin claim that because I was offered a credit voucher by the travel agent (which I chose to turn down), the booking is no longer considered non refundable. Took out the policy in good faith, but now wondering what I was actually sold. Claims & complaints processes are both outsourced so not managed by Virgin themselves.

Date of experience : February 07, 2021

Travel insurance is as good as not buying one!

I bought Virgin Money travel insurance as thought it was a good deal. While I got the policy emailed right away, the buggy portal had issues and I couldn't actually register for an account for first few weeks. There was no response to support emails, and this issue was resolved about a few weeks later. Now, when I've filed a claim, which goes to a separate division, I'm getting no responses either. No response to claim, no response to follow-up email sent about a week ago. Their customer service just keeps recommending calling or emailing the division responsible for it. I'd like a refund on the whole policy as it's been useless.

Date of experience : August 22, 2022

Portal does not work

Portal does not work. I reported this to customer services on on line chat. No email acknowledgement to my request to cancel policy. Contacted on line chat and confirmed email would come through and when it did it said details of my refund could be accessed through the portal. Completely frustrating and awaiting refund. I will not choose to use again and will not be recommending to others.

Date of experience : April 17, 2023

Unable to activate new credit card.

Attempted to activate new credit card having transferred balance for a zero interest rate period per Martin Lewis's website recommendation. Got as far as Virgin Money having to text a one-time activation code and nothing happened. This situation continued. So tried to call them. Impossible to get through. Amazing situation as they issue a credit card and then through their management systems do not enable it to be used. Madness. If Richard Branson knew about this he wouldn't be very happy but I guess he's too busy trying to find a way of getting into space, as that gives him better headlines. I guess I shall just have to take advantage of their very long zero interest rate period and use my other card if needed.

Date of experience : June 16, 2022

Bank or Playgroup!!

Transferring money is difficult, and customer service is non existent if you want to speak to a human. BUT!! What is happening at the branch? Jeans, Trainers and sweatshirts. sofas and coffee tables staff look like they should be working in a playgroup. What would you think if you dropped your young infant at childcare and staff were wearing suits, shirts and ties!! all about perception. What planet are Virgin money on

Date of experience : April 14, 2022

The "Insuance Schedule" only included…

The "Insuance Schedule" only included my details. My partner's and child's details are not on the schedule, so she is worried that we are not covered. She may not travel. I KNEW insuring with Virgin was a bad idea and yet I opted for them on name recognition. SERIOUS MISTAKE.

Date of experience : September 16, 2023

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More From Forbes

Is travel insurance refundable here’s everything you need to know.

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Sometimes, travel insurance is refundable. Here's when you can get your money back.

Peter Hoagland always checks to see if his travel insurance is refundable. That's because anything can happen between the time you book your vacation and when you leave — and because travel insurance isn't always refundable.

During the pandemic, he discovered that the hard way. He had to cancel a trip and asked for his money back from the insurance company. It refused.

"Since then, I always read the fine print on the policy," he says.

The refundability of travel insurance has always been an open question. Some countries and U.S. states regulate refundability. Travel insurance companies put refundability details in the fine print of the policy. And, as Hoagland found out, there are always exceptions.

Like the pandemic, when refund policies were all over the map. Some insurance companies adhered to their published policies. Others offered a credit that could be reused within a year, which was minimally useful because the pandemic was still happening a year later. Others quietly gave their customers a refund.

Hoagland says he fought for his money. Eventually, he contacted a manager at his travel insurance company.

"That produced a quick result," he says. "I got my money back."

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But let's face it: Getting a refund for travel insurance can be difficult. There are times when insurance is always refundable because it's required by law. There are times when it's sometimes refundable. And there are times when it's almost never refundable. But even then, there may be a way to recover some — or all — of the value of your policy.

Getting a refund for travel insurance can be a challenge

If you have a travel insurance policy and would like to get a refund, it might be easier said than done, say experts.

"While travel insurance is regulated like auto and home insurance, it’s often less standardized," says Stuart Winchester, CEO of Marble, a digital wallet for your insurance. "So first off, it’s important to check the fine print of your specific policy. Don’t assume it’s like the last one you got."

Even when you have something in writing, a refund can require some serious negotiating skills.

"Getting a refund for travel insurance can be complicated and frustrating," says Peter Hamdy, the managing director of a tour operator in Auckland, New Zealand. He's asked for a refund on policies numerous times and says that despite what travel insurance companies may tell you, there are no hard-and-fast rules when it comes to getting a refund on your policy.

"Some situations can warrant a refund," he says. "It depends on your policy."

What does a typical refundability clause look like? For example, the World Explorer Guardian from Insured Nomads notes that it's refundable only during the 10-day review period from the date of delivery or 15 days from the date of delivery if mailed, provided you have not already departed on your trip and you have not incurred any claimable losses during that time. If you depart on your trip before the expiration of the review period, the review period ends and the policy can't be refunded.

"We go a bit further with our World Explorer Travel Medical plans," notes Andrew Jernigan, CEO of Insured Nomads. "If no claims have been filed then we can refund the unused portion of the policy if you cut your trip short.”

When can you get a refund for travel insurance?

Here are the most common cases where travel insurance can be refunded:

• If you cancel during the "free look" period required by the government. Most states require what's called a "free look" period of anywhere from 10 to 14 days. "During this period, travelers can review the purchase and make sure it fits their needs," explains James Nuttall, general manager of Insubuy . "If it does not, they can cancel it for any reason and get a full refund, no questions asked, so long as you haven’t departed yet.
• If you cancel during the travel insurance company grace period. Many insurance companies also have a grace period for refunds (usually, they are the same as the "free look" although some grace periods can be longer). "If you’re outside your grace period, which typically lasts one to two weeks after signing, you’re contractually obliged to pay your premiums," says David Ciccarelli, CEO of the vacation rental site Lake . "Still, it doesn’t hurt to ask your company for a refund or alternative options if you’re outside your grace window. You might not get a yes, but it could lead to some cost savings or better solutions."
• When someone else cancels your trip. "For instance, if your cruise is canceled due to low river tide, you are not at fault and would typically receive a full refund or credit for a future sailing, thus eliminating the need for the travel insurance policy," explains Rhonda Abedsalam vice president of travel insurance for AXA Assistance US.
• If you die. Typically, the policy would be refunded to your next of kin. Generally, you can also ask for a refund if your travel companion dies before your trip.

Remember, it depends on where you buy your insurance

The refundability of your insurance can depend on where you purchased it. Commercial policies bought from a cruise or tour company are generally canceled and refunded if you cancel the trip far enough in advance of your departure date.

"The travel insurance cancellation provisions are generally tied to the cancellation provisions for the cruise or tour," explains Dan Skilken, president of TripInsurance.com . "After you have paid the last deposits on the cruise and are close enough to departure that they will not provide a refund on the cruise, they generally will also not provide a refund on the travel insurance. But if you cancel early enough to get all or most of your deposit back, you will also get your travel insurance premium refunded."

If you’ve purchased retail travel insurance from a third-party provider or comparison website, you can often get a refund if you can show receipts proving that you received a full refund of all trip deposits and have not had any cancellation penalties or taken any travel credits when you canceled your trip.

That's because retail travel insurance is sold for a specific traveler and for a specific trip. If you have proof of a complete refund and have not received travel credits, then you no longer have what's called an "insurable interest" in the trip. The insurance company must cancel and refund your premium in full, says Skilken.

Insider tip: If the insurance company refuses, just tell them you have proof that you no longer have an insurable interest in the trip. You have to have an insurable interest in a trip to own a travel insurance policy.

Your agent may be able to help you get a refund

You may also be able to lean on the agent who sold you the policy. For example, all policies on Squaremouth come with a money-back guarantee.

"The purpose of this benefit is to give travelers extra time to review their policy documentation to be sure it’s the best policy for their coverage needs," says spokeswoman Jenna Hummer. At Squaremouth, the money-back period typically lasts between 10 and 14 days, which is in line with the mandated "free look" period.

However, I have also seen agents negotiate with travel insurance companies for a more generous refund period in case of extenuating circumstances. There's no guarantee that you'll get it, but it's worth asking — and one reason to work with a third party.

Agents can also help you avoid this problem. Susan Sherren, who runs Couture Trips , a travel agency, notes that American Airlines Vacation Packages offers a predeparture protection insurance plan, which allows cancellation for any reason before the outbound departing flight time. Other restrictions apply, she adds.

"More flexibility will often cost you more," she says. "But having the flexibility is a great way to sleep well at night."

Can't get a refund? Look for other kinds of flexibility from your travel insurance company

Even if your travel insurance company says no to a refund, it doesn't necessarily mean you've lost the value of your policy.

"If a travel supplier changes or cancels your trip, you should be able to change your travel insurance policy to match the new dates of your trip or even cover a new trip, sometimes up to two years into the future," says Daniel Durazo, director of external communications at Allianz Partners USA .

Pro tip: Be sure to change the dates of your travel insurance policy before the departure date of your current itinerary. You can do that online or by calling your agent. Once the policy's effective date has passed, making any changes or initiating a refund or credit becomes much more difficult.

Don't forget to do your due diligence

Bottom line: Travel insurance is refundable under certain circumstances. But knowing when can require research.

"It's important for consumers to carefully read their policy upon receipt to understand the specific terms offered by their insurance provider," says Robert Gallagher, president of the US Travel Insurance Association.

The more you know, the likelier you are to get the refund you want when your plans change.

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7,475 total

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"Absolutely disgusted with…

"Absolutely disgusted with @VirginMoneyTheir service is beyond awful. They have my money but it's nowhere to be seen in my account. Will they even bother to chase it? Been on the phone daily, no help whatsoever. Endless hours in queues with everyone blaming each other. Avoid this bank at all costs! #TerribleService #WorstBankEver" In response i have raise a complaint and asked for a manager to call back and I am told daily there is no manager available and someone will call back but no one does!!

Date of experience : 02 May 2024

Reply from Virgin Money UK

Good morning and thank you for sharing your experience. We are sorry to hear you've had a difficult and frustrating time. If you haven't already raised a complaint, the email address is [email protected]

ISA account customer service

Opened an ISA account with an error in the name 2 months ago. Asked to make the correction in the name Send all the identity documents showing the correct name. No response from the Virign money about making the change other than one message asking for the poll deed or marriage certificate which is irrelevant as my name has never been changed. But conveying this in writing or to CSR has no effect as they don't seem to be able to understand or respond with anything other than reading from a script. Still waiting for a response from the ID department who I hope will be more knowledgeable about the problem.

Date of experience : 28 March 2024

Hi Sahana, thanks for opening an ISA with us. I can only apologise that you've been having some issues, there's many processes in the background that we need to go through to confirm your identity for the ISA. However, giving the timescale, I'd say it will be close to getting this changed for you as it's now with the relevant team. I appreciate your patience and understanding.

WARNING CHECK YOUR ACCOUNT

WARNING CHECK YOUR ACCOUNT. Made large payment via internet banking on 8th of this month but account shows that money was taken on 9th and then a duplicate payment was taken on the 10th. Virgin insisted that I request a refund from payee despite them only receiving one payment. Advisor stated both payment were taken on the 8th but only first payment included a time stamp and could not explain if I was sending a payment to a single payee why I would do so in two separate payments at the same time? I now need to submit a dispute and wait 30days to get my money reinstated. Response to Virgin You are the paying bank you took a duplicate payment but the payee never received the payment. Your team has now identified this and I now need to wait for my money to be returned.

Date of experience : 13 May 2024

Hi Chris, thanks for coming over to our reviews. I'm sorry ot hear that you've been having some issues with your payments. The 2 payments would be down to your paying Bank, as you're paying your Card as a payee. We don't have any interaction with how many payments are sent from a 3rd party. This can be done if the signal is week or the page has refreshed when you've been sending the payment. Your Bank will be able to make a payment recall to get your funds back.

I moved address into a new build

I moved address into a new build. Could not change address on the app as it wasn’t listed . Called the given number and had to go through so many steps inputting numbers on key pad, registering for telephone banking first, inputting codes not registering from my keypad . Took 5 attempts to get it done then the agent did not input it correctly missing the town off the address. I was in tears. Awful service .

Date of experience : 11 May 2024

Hi Sue, thanks for bringing this to my attention. I can only apologise that this has caused some upset. I hope the move went through smoothly for you! Sometime new builds may not be listed on our system yet, but our team can update this manually for you. To save you a call, you can use our Live Chat in our App, and the team can update the address for you.

Complete frustration - now severed my connection with Virgin

I've had savings accounts with Virgin for many years. Recently, my login details were not recognised. I tried over the course of many days to phone Virgin, but the calls were never answered. Unable to access my account or speak to Virgin, I was forced to open an ISA with another provider ( Shawbrook) and ask them to transfer my Virgin balance to my new account with them. Seamless. Goodbye, Virgin.

Date of experience : 23 April 2024

Hi Elaine, thanks for bringing this to my attention. I can only apologise that you've had some issues connecting our team as we have no control over the wait times. However, our agents work hard to get to your call as quickly as possible. You'd need to link in with our team to regain the access as you've locked the account out. This is to protect your account so potential fraudsters can't keep guessing your login details.

Absolutely shocking banking app

Absolutely shocking banking app! Never loads first time and goes down for maintenance without warning leaving you unable to check your balance, move money or authorise a payment. Definitely going to be switching to a bank that can offer a better experience and level of service.

Hi Deb, thanks for coming over to our Trust Pilot. I can only apologise that you've been having some issues with our App. We'd recommend switching from WIFI to 4/5G or vice versa and try again. If it persists, you can delete and reinstall the App to remove it's background data. This'll allow it to run a lot smoother on the device.

The advisors at Virgin Money are very…

The advisors at Virgin Money are very professional, polite, patient and helpful. Big shout out to Harry (can't remember his surname unforunately) but he was exceptional. Thank you Virgin Money.

Date of experience : 04 April 2024

Hi Barbara, Thank you for your wonderful review. It's always nice to hear about such kind words, and we'll be sure to pass this on to Harry and his team for the recognition he deserves.

The Virgin Money app isn’t fit for purpose

The Virgin Money app isn’t fit for purpose. It’s so frustrating and ridiculous that Virgin can’t provide an app that works properly. Running a business is hard enough, but to not be able to check on bank account balances when needed, because the app is so often not accessible, is not acceptable. And before you suggest that it’s my device etc etc, it is not. I have apps, with two other banks that constantly work absolutely fine. Time to change to a bank that actually cares about its customers.

Date of experience : 09 May 2024

Good morning Alison and thank you for taking the time to write about your experience of using the app. We are so sorry that it hasn't given you the service you expected. We would be sorry to lose you as a customer, but if you wish to raise a complaint, please send full details over to [email protected].

Terrible behaviour.

Terrible behaviour. Released my personal data in an email. Not impressed at all, complaint raised! Once I see the response- will be off to Information Commissioner.

Date of experience : 10 May 2024

Poor communication

I have a new credit card and haven’t used Virgin Money before. I tried to transfer cash using the App and I received a message today that the transfer request had been received. I thought all was well until I tried to access my account via the App once again and the account was blocked. The transfer hadn’t been processed. The problem was sorted out in a phone call but how long would I have innocently waited for the cash transfer and Virgin Money hadn’t notified me that there was a problem? Not a good start!

Date of experience : 07 May 2024

Good Morning Sheila, thanks for sharing details of your experience with us. Sorry to hear that the start of your journey with Virgin Money had a little bump in the road. We might sometimes block a transfer ahead of processing it through, this would be to protect both you and ourselves. It's great to hear that it was resolved quickly once you noticed we'd not processed the payment.

So far so good switching was easy just…

So far so good switching was easy just download the app and do it from there, the app opens and works fine and I'm glad because that's why I left santander because it always crashed

Date of experience : 26 April 2024

Hi Barrie, thanks for coming over to us, and for leaving a great 5* review. I'm glad to hear that the switch over has been an easy and smooth process for you. Please take care and have a lovely day.

never happy about Virgin Money ap

I was never happy about Virgin transfering Virgin Credit Card to the Virgin Money ap. As with all aps on a phone the details of transactions are limited. To view a statement is painful on such a small screen. Virgin says to download it and email to yourself, ugh. Another annoying thing about the ap is that it will log you out in an instant while you are viewing a statement. Sorry Virgin not very clever or user friendly

Date of experience : 08 May 2024

Good Evening John, thanks for sharing your thoughts. We welcome all feedback and use such commentary to make future improvements. Prior to making the decision to switch from the website to the Mobile App, extensive research into our customers habits and behaviors was carried out. Please understand this wasn't a decision we made lightly, and it followed careful consideration. We appreciate that this doesn't suit everyone, and as a result we launched some online forms on our website to help with the management of your account, they can be found here: https://uk.virginmoney.com/credit-cards/manage-your-card There is a form you can complete to receive statements through the post if that would be your preference. I hope that helps.

I closed one account that had a…

I closed one account that had a passbook and transferred the money into a savings account. I received the card and Pom number, which I changed. The balance, according to the app on my phone is zero. I went into the Northumberland St branch to find out what has happened. I was patronised and asked to come back with an in date passport, before anyone could help me. I have been using that branch for many years and have always been satisfied.

Date of experience : 03 May 2024

Thank you for sharing your experience with us Linda. I'm sorry to hear the service you received was not up to the standard you've been used to, this certainly isn't the experience we want our customers to have. If you wish to take matters further a raise a complaint, please send full details over to [email protected]. The team will carry out a full investigation which may include providing feedback to the store in question and contact you in due course with their final response.

I called on April 17th to ask for some…

I called on April 17th to ask for some old paper statements for my son’s Headstart account (an offline account). No problem they said, will be with you in 5 days. Three weeks later they hadn’t arrived. I call again and they tell me they don’t have a record of this, and I need to pay £5 per statement. So not only has this shown a lack of training and communication, but they’re also fleecing their customers by charging an extortionate £5 per statement and they don’t even send it by traceable courier, they told me it can take up to 10 days to arrive by regular post. I need this as proof of funding for a mortgage application and I can’t keep letting this drag on!

Hello Ian, thanks for taking the time to leave us some feedback. I'm sorry that obtaining this statement hasn't been plain sailing so far and I hope that's with you soon, I'm afraid I have no way to speed things up from our side. Should you wish to raise a complaint in relation to your experience, you can get the ball rolling by email to [email protected]. They can fully investigate the points raised and listen into the calls to identify and address and additional training needs. Further information on our complaints procedure can be found here: https://uk.virginmoney.com/service/complaints/

Garbage, absolute garbage of a company. Had virgin money slyce and they rob you by secretly charging you interest when I clearly put the amount into a plan. There was a glitch from their side and they took it out on the customer. Spoke to customer service and they were so rude they closed the chat on me. I have since frozen my account and once paid off I will be shredding this card.

Date of experience : 11 April 2024

Hi Mobeen, thanks for getting in touch. Sorry you feel we've made a mistake with your plan, and we're not looking to put things right for you. Should you wish to raise a complaint so we can take a closer look, you can get the ball rolling by email to [email protected]. The team will conduct a full investigation into this behind the scenes and get back to you in due course.

34 years of loyalty...not worth a dot!

I have been a Yorkshire Bank then consequently a Virgin customer for 34 years. Having being forced to move into app use as the nearest branch is 20 miles away, I have had constant difficulty getting into my account...it's totally random. I've been into the branch to try to resolve this issue and been though the whole 'delete and reinstall' process...I've even changed my device. When I called the customer services line this evening to ask about the process to close all of my accounts due to the app not being fit for purpose, the call agent simply instructed me to run my accounts to zero £ and then close them. Not a single attempt to keep me as a customer apart from check my device and internet connection! Who says loyalty is dead? I should be fuming, and rarely get so frustrated that I leave a poor review(have left countless positive reviews). Ah well, the search for a new account starts tomorrow day. I'll await the 'were sorry you're not happy with the service's mesaage.

Good Morning Tony, thanks for sharing your comments with us. As we reply to each and every review posted, I will offer my apologies for the trouble you've encountered with our Mobile App, as you expected I would. Usually linking in with the relevant Contact Centre, will result in us ironing out 99% of all issues. Suggestions such as changing the connection between Wi-Fi and mobile data, closing all other apps running in the background prior to launching ours etc, usually do the trick. However, if the problem is a little more deep routed, we would look to refer this to a specialist team for further investigation. Reviews relating to our Mobile Apps performance can also be left directly on the App / Google Play Store for our developers to take note of. To lose you as a customer after so long was certainly not our intention and I'm sorry it will result in this.

I am still waiting for Virgin to…

I am still waiting for Virgin to transfer my ISA to my other provider since 19 February .. Still waiting for Lindsay ( of Virgin Money ) to reply to my last email as nothing has happened since .. I have worked out that I have lost approx 2.3 % in value compared with the new fund due to Virgins delay in the transfer .. ( I currently have both a Virgin ISA and a L&G ISA, so can compare both ) Cannot recommend Virgin due to their delay in transferring my ISA , and the way their "team" has an ignore/fob off policy .. They also appear to have joined "The race to the bottom" ... Anything to do with Nationwide's proposed takeover ??

Good Afternoon Malcolm, sorry for the delay. I assure you that behind the scenes I'm trying my best to speed things up for you. Our hands are a little tied as we have no secure access to your account directly as you've reached out to us on a review site. I have escalated the matter again today and as advised I will let you know when I hear something at my side. I can only apologise this is taking longer than I anticipated. If you'd like to raise a complaint into the way in which this has been handled, you can do so by email to [email protected].

The mobile app is extremely slow

The mobile app is extremely slow. Mobile apps for other banks are faster and more user friendly. For instance when I log out, Virgin app immediately looks for facial recognition and if I am looking at the phone, it logs me in again. I literally have to turn the phone away from my face when I have to log out!!!

Good afternoon and thank you for sharing your experience of the app. If you would like us to contact you about this, please send your details (mentioning you have left a review) to [email protected] and we will be in touch.⁠

No matter what we we look at virgin…

No matter what we we look at virgin bank It’s absolutely rubbish especially with the business banking it a joke Now I will wait to get a reply from probably a f. king robot Date of experience is every time I call the i d I o t a

Good afternoon Paul - appreciate you sharing your views and I'm really sorry to hear you've not had a great experience with us. If you wish to share further information, please send full details over to [email protected].

Quick and easy to open a business…

Quick and easy to open a business account. Switching process seamless. Great communication when needed some support related to documents.

Date of experience : 01 May 2024