I’ve been with Virgin Money for many years and previously found the mortgage product switch process straightforward and efficient. Unfortunately, this has changed significantly. I... I’ve been with Virgin Money for many years and previously found the mortgage product switch process straightforward and efficient. Unfortunately, this has changed significantly. I repeatedly select the online product switch option and explicitly choose for the (already very high) product fee to be added to the loan. At the point of submission, there is no indication that anything is wrong. Several days later, however, I receive an SMS stating that the switch cannot proceed unless the product fee is paid upfront. This outcome contradicts the option I selected during the online process. Crucially, customers are not provided with any confirmation or saved record of the options selected during submission — there is no summary page, no downloadable copy, and no audit trail showing which boxes were ticked. This makes it impossible for the customer to verify or evidence that they did not choose the upfront-payment option the bank later claims was selected. I contacted Virgin Money by phone and was advised how to complete the process correctly, which I already do. Despite following these instructions and resubmitting multiple times within a very limited switching window, the same issue continues to occur. This forces customers into unnecessary phone calls and delays and risks them missing narrow product-switch windows, potentially at significant financial cost. Whether this is due to poor system design or a systemic flaw, the process is opaque and unfair to customers. I am extremely disappointed. Based on this experience, I would not recommend Virgin Money as a lender. Read more Read less

Branch has a car park, and parking is normally possible. Internal cash machines usually operational and available. Queue at tellers desk normally around 5 customers. Tellers helpful.