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Virgin Money reviews

Virgin Money Logo
Rated Good • 3.58/5

Virgin Money reviews

Verified business Last reviewed within 7 days
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  • FCA approved and regulated
    FCA approved and regulated
  • Fully digital service with no in-person branches
    Fully digital service with no in-person branches
  • Manage your account or policy via an app or website
    Manage your account or policy via an app or website
  • Provides paperless statements and documents
    Provides paperless statements and documents

Review summary

People rate this company as Good based on 1,779 product reviews

Average score of 3.58/5
5 star
58%
4 star
12%
3 star
4%
2 star
3%
1 star
23%
Reviews for Virgin Money have trended negatively over the past 90 days

Virgin Money's M Plus account and credit cards often impress with easy-to-use apps, good interest rates, and helpful staff. However, many find their travel insurance and credit card customer service frustratingly slow and unhelpful, with issues around fraud and claims causing real headaches. The Essential current account also divides opinion, with some praising it and others facing serious access problems.

Positive themes

  • Virgin Money's M Plus account app is easy to use and offers good rates and support. (7 mentions)

Negative themes

  • Virgin Money credit card customer service is often slow, unhelpful, and frustrating. (9 mentions)
  • Virgin Money travel insurance claims process is slow and poorly managed. (6 mentions)
  • Virgin Money Essential current account users report blocked accounts and poor support. (5 mentions)
Summarised by AI
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About Virgin Money

Virgin Money is a UK financial services company.

Virgin Money has been owned by Nationwide Building Society since 2024. The original Virgin Money brand was founded by Richard Branson in 1995. Today, Virgin Money has over 6.6m customers. Accounts can be managed online via internet banking or a mobile app.

Virgin Money products include current accounts, savings, loans, insurance, credit cards, mortgages and pensions.

Virgin Money at a glance

Contact details

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Reviews for Virgin Money

Showing 11 of 1779 company reviews • Last reviewed within 7 days

My experience with Virgin Money's fraud investigatio...

Credit cards • 24th August 2026

My experience with Virgin Money's fraud investigation process was extremely disappointing. My wallet was stolen in the UK and, approximately 30 minutes later, two transactions... My experience with Virgin Money's fraud investigation process was extremely disappointing. My wallet was stolen in the UK and, approximately 30 minutes later, two transactions totalling £1,774.96 were processed by a merchant in North Macedonia. Despite reporting the theft immediately, reporting the transactions while they were still pending, and three further attempts from the same merchant being blocked, Virgin Money rejected my fraud claim because their records showed "Chip and PIN" authentication. What concerns me most is that American Express and NatWest, whose cards were stolen in the same incident, independently identified the activity as fraud and blocked or cancelled the transactions. Virgin Money was the only institution to reach a different conclusion. Virgin Money's fraud investigation process appears to be designed to place responsibility on the customer regardless of the evidence provided and, in my case, was clearly inconsistent with the conclusions reached by established financial institutions such as NatWest and American Express. Even in their final response, Virgin Money acknowledged that the transactions could not have physically taken place in North Macedonia, yet still refused the claim. Based on my experience, I have serious concerns about the fairness, objectivity, and customer focus of Virgin Money's fraud claims process. I would encourage customers to carefully consider how fraud claims may be handled if they ever become victims of theft or card fraud. Read more Read less

{"display":"Ehab","full_name":"Ehab","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Terrible • 1.00/5
Read more product reviews

Beware: Fraud Victims May Be Left Liable

Credit cards • 22nd August 2026

My experience with Virgin Money's fraud investigation process was extremely disappointing. My wallet was stolen in the UK and, approximately 30 minutes later, two transactions... My experience with Virgin Money's fraud investigation process was extremely disappointing. My wallet was stolen in the UK and, approximately 30 minutes later, two transactions totalling £1,774.96 were processed by a merchant in North Macedonia. Despite reporting the theft immediately, reporting the transactions while they were still pending, and three further attempts from the same merchant being blocked, Virgin Money rejected my fraud claim because their records showed "Chip and PIN" authentication. What concerns me most is that American Express and NatWest, whose cards were stolen in the same incident, independently identified the activity as fraud and blocked or cancelled the transactions. Virgin Money was the only institution to reach a different conclusion. Virgin Money's fraud investigation process appears to be designed to place responsibility on the customer regardless of the evidence provided and, in my case, was clearly inconsistent with the conclusions reached by established financial institutions such as NatWest and American Express. Even in their final response, Virgin Money acknowledged that the transactions could not have physically taken place in North Macedonia, yet still refused the claim. Based on my experience, I have serious concerns about the fairness, objectivity, and customer focus of Virgin Money's fraud claims process. I would encourage customers to carefully consider how fraud claims may be handled if they ever become victims of theft or card fraud. Read more Read less

{"display":"Ehab","full_name":"Ehab","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Terrible • 1.00/5
Read more product reviews
  • 5.00/5

    Points Earned Toward Future Travel.

    Points earned towards future travel, converted to a discount. Good system, the points are good value.

    {"display":"Sara L","full_name":"Sara L","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Travel insurance
    Sara L 20th August 2026
  • 5.00/5

    Quick balance transfer card

    Needed a quick balance transfer card for short term purchase with lowest fee and 3 year 0% - Virgin had the best deal on offer... Needed a quick balance transfer card for short term purchase with lowest fee and 3 year 0% - Virgin had the best deal on offer and the process of borrowing £4000 via balance transfer was easy using my Virgin phone app. Read more Read less

    {"display":"Julie W","full_name":"Julie W","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Credit cards
    Julie W 14th August 2026
  • 1.00/5

    Awaiting response!

    Have a multi trip annual policy which I have never needed to use abroad thankfully. However having booked and paid for a two night break... Have a multi trip annual policy which I have never needed to use abroad thankfully. However having booked and paid for a two night break which I had to cancel as I had sciatica, I contacted Virgin by the email address given. Contact was made early May, now at the end of July and no response!! Definitely won’t be using Virgin again Read more Read less

    {"display":"Jennifer S","full_name":"Jennifer S","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
  • 1.00/5

    Unprofessional behaviour by senior investigators

    Till two weeks ago they were great, they blocked me from the app so couldn’t view statements, staff rather blame the customer than investigate why... Till two weeks ago they were great, they blocked me from the app so couldn’t view statements, staff rather blame the customer than investigate why this happened. My credit card is settle by DD but they changed the amount , again not bothering to investigate leave it to the customer to investigate. They then say sorry you’re unhappy with our services. Just done their job for them but they still haven’t resolved the issue and adjust the payment to correct the error . Even there CEO has left it’s no wonder the staff behave as they do Read more Read less

    {"display":"Neil B","full_name":"Neil B","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Credit cards
    Neil B 18th July 2026
  • 5.00/5

    brilliant, good interest rates, friendly staff

    brilliant, good interest rates, friendly staff

    {"display":"Hayley f","full_name":"Hayley f","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Credit cards
    Hayley f 14th July 2026
  • 5.00/5

    Good rates on foreign credit card purchases

    Good rates on foreign credit card purchases plus points of value. Whats app easy to manage and use.

    {"display":"Isaac S","full_name":"Isaac S","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Credit cards
    Isaac S 15th June 2026
  • 1.00/5

    Fraudulently charged fees to correct their mistake

    Virgin money took a direct debit from my account despite the balance being £0 and the direct debit being cancelled. When I went on their... Virgin money took a direct debit from my account despite the balance being £0 and the direct debit being cancelled. When I went on their app I requested that this was refunded. They then proceeded to reverse the direct debit and send me a cash transfer charging me £25 for a transfer that I didn’t request. I complained to them 2 weeks ago and returned the money immediately to pay off their fraudulent cash transfer. I have had no response. They have since charged me £0.49 in interest on a fee that was only incurred through their error. Read more Read less

    {"display":"Reever","full_name":"Reever","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Credit cards
    Reever 13th June 2026
  • 5.00/5

    They are such a fair company.

    They are such a fair company. Repayment rates are low and offers on transfers and advances are frequent and fair, lasting a long time at... They are such a fair company. Repayment rates are low and offers on transfers and advances are frequent and fair, lasting a long time at 0%. I only hope their fantastic service continues under new ownership. Read more Read less

    {"display":"Phil J","full_name":"Phil J","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Credit cards
    Phil J 13th June 2026
  • 1.00/5

    Smashed phone, no help

    Husband dropped phone totally not working and cracked screen could not access it. Rang virgin they wanted paperwork from when we bought phone. It was... Husband dropped phone totally not working and cracked screen could not access it. Rang virgin they wanted paperwork from when we bought phone. It was years ago, who keeps that stuff. Made it really difficult to claim, so gave up which is what they probably wanted. Very poor. Read more Read less

    {"display":"Suzanne ","full_name":"Suzanne ","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar

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