Virgin Money Reviews

Ratings based on 1128 reviews Last review 2 weeks ago
4.32 / 5Great overall rating

Virgin Money reviews can help you to find out more about this bank founded by Richard Branson back in 1995. So if you're looking to find out what's great, what's ok, and what could be better, be it about the products, service or channels on offer, our Virgin Money reviews are here to help! Smart Money People is your place for Virgin Money reviews.

5 803
4 147
3 30
2 27
1 121

Your Virgin Money Reviews (1128)

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1st October 2020

Well at least I learned who not to use in the future

My wife and I took out an annual travel insurance policy with them. They then introduced a coronavirus exemption. No option to adjust policy, leaving us with no other option to take out insurance with another provider. Getting a refund was so...

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My wife and I took out an annual travel insurance policy with them. They then introduced a coronavirus exemption. No option to adjust policy, leaving us with no other option to take out insurance with another provider. Getting a refund was so difficult it was as though they were doing it deliberately to put us off. No email option and long waits to get through on the telephone with promises to call back which never happened. To round it all off they sent us an email to say that coronavirus cover was reinstalled after we had taken out the policy with an alternate policy. In the end we were only able to get a partial refund on a policy we were never able to use. My impression is that as a company they just don’t care once they have your money. My only comfort is the knowledge that I am not having to rely on them paying out if I needed to make a claim. From my experience I would expect them to make it as difficult and time consuming as possible and they would do everything they could do to avoid paying. There are much better companies out there.

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30th September 2020

90 LTV Mortgage during Sept 2020

In a world of little to no high LTV mortgages, Virgin provided a good rate, few restrictions when buying a house and a speedy/professional service. I particular like the process of vetting you during AIP with one full credit check which then speeds up...

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In a world of little to no high LTV mortgages, Virgin provided a good rate, few restrictions when buying a house and a speedy/professional service. I particular like the process of vetting you during AIP with one full credit check which then speeds up the main mortgage application. Forms submitted, clear requirements of what I needed to provide with an full approval 2 weeks later

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28th September 2020

Terrible service

My account was frozen unnecessarily and after submitting the required documentation to remove the restrictions it still took many phonecalls to get any sense out of...

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My account was frozen unnecessarily and after submitting the required documentation to remove the restrictions it still took many phonecalls to get any sense out of anyone.

Spineless management would not speak to me, it took someone monitoring Trustpilot reviews to sort my problem after 3 weeks of constant frustration.

Closed my account now & would recommend to put your savings elsewhere

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24th September 2020

Most appalling company I have ever had the misfortune to deal with

This company are very quick and happy to take your money but find every excuse not to pay out for a claim. My travel insurance claim has been "looked at" by so many different people it's unreal. They promise to get back to me and then ask for more...

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This company are very quick and happy to take your money but find every excuse not to pay out for a claim. My travel insurance claim has been "looked at" by so many different people it's unreal. They promise to get back to me and then ask for more information. They are now asking for the same information, months later. If everyone stopped looking and actually did some work I'm sure the claim could be resolved but I think it's all stalling tactics.
Dreadful company to contact and deal with. They just don't want to know.

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17th September 2020

The worst travel insurance ever!!!

Since April I have tried to get this company to review my travel claim. I have been fobbed off with numerous promises on timescales of when a claims advisor would respond to my claim. Numerous excuses why they haven't responded. I have complained and...

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Since April I have tried to get this company to review my travel claim. I have been fobbed off with numerous promises on timescales of when a claims advisor would respond to my claim. Numerous excuses why they haven't responded. I have complained and still not had anyone actually look at my claim and no decision as yet. I have now made a complaint to the financial ombudsman. Avoid at all cost!!

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15th September 2020

Horrendous

For 6 months now, Virgin has constantly misled me with false information, false hopes, false timeframes and frankly, nonexistent customer service. I was told in April that it would take 30 working days to resolve my case (submitted in March)....

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For 6 months now, Virgin has constantly misled me with false information, false hopes, false timeframes and frankly, nonexistent customer service. I was told in April that it would take 30 working days to resolve my case (submitted in March).

It's now been 117 working days since I submitted my claim.

1 month ago Virgin promised to escalate my case to a Temp 5, supposedly marking it as urgent. I was assured the case would be resolved in 20 working days or sooner.

Nope.

Phoned today to chase and spoke to a member of staff. She put me on hold to file a complaint for me. I waited 10 minutes and the line 'cut out'. I miraculously managed to get through to another advisor within 5 minutes, asked to be put through to the previous advisor...

only to be told SHE WAS ON HER LUNCH BREAK.

What.the.actual...?

Needless to say... Dealing with Virgin has been utterly painful, stressful and exasperating the whole time. I've already been in contact with the Ombudsman and will be pursuing further action.

Unacceptable is the politest way I can put it.

Meanwhile, Virgin are proudly showing off their fancy new website... How much did that cost?

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20th August 2020

They violate your data without consent

On the 28th may i applied for virgin money current account based on reccomendation from a friend. On the 29th may around 12pm i received a email to say my account has been opened then followed by another email at 14:00hrs saying they can’t offer the a...

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On the 28th may i applied for virgin money current account based on reccomendation from a friend. On the 29th may around 12pm i received a email to say my account has been opened then followed by another email at 14:00hrs saying they can’t offer the account as i did not meet their credit scoring criteria. I accepted their decision and moved on and did not think anything else would be done and stayed with my current bank barclays. This was just the start of their abuse only if i knew before!!!

On the 15th june i applied for mortgage through halifax which was accepted, around 20th june i recived call from my broker to say halifax have picked up internal CIFAS marker on my name for application fraud and they are not willing to offer the mortgage but i should contact CIFAS and request SAR. To my shock i didn’t know what cifas was and why there was fraud marker in my name! So on the 22nd june i made SAR request with CIFAS, around 26th June i received report back from them and to my disbelief and utter shock i found virgin money trading under clydesdale bank put application fraud for the current account i applied. The reason for this was due to previous adverse credit on my previous addresses. To my disgust i contacted them immediately and was told by someone in yorkshire bank department that they did not put that because it’s not on my credit file, However i explained i have the SAR report from CIFAS in front of me and i am happy to provide them. The lady on the phone told me someone from virgin will ring me to discuss further, which sadly never happened!

After 6 weeks of waiting i rang virgin money on the 13th August (last week) and spoke to adviser called Stephen O’donnell he quickly advised he will speak to underwriting team and get back to me while on hold, After 5 minutes of waiting he got back saying, “sorry our underwriting team are not willing to remove the marker and are unable to provide you with more information, You are happy to log a complaint” So i went ahead and logged an complaint under referance C-11007660 with a lady and she advised she has escalated my complaint and should hear back within 4 working days.

On the 18th august i received notification from Experian credit agency that 5 new searches have been carried out in my name. To my shock i quickly checked my credit file and found virgin money under clydesdale bank did 3 enquiry hard searches and 2 unregistered searches. I was shocked again and angry as to why? as i haven’t applied for anything with them or ever want a thing from them.

Today 20th August i rang again and spoke to complaint handler name Tamy and explained the whole situation and how they have violated my privacy. I told her i didn’t give my consent for credit search so why they carried out 5 searches on my name? i am not getting any account with them simply logged complaint so wanted clarification. She quickly told me she has no idea and can’t see anything on the system. She advised she will have it escalated again. At that point i was soo angry i told her i wanted call back within 24 hours and explained why they abused my data without consent?!!

I also explained this is what i am about to do, Not only going to financial ombudsmen which can take 56 days, i’ll be applying to county court direct for their violation of my data and privacy without consent. I have all the relevant proof of searches they did without consent and CIFAS report. I will not be played around and abused for applying for current account!

i feel they see myself as some sort of criminal fraudstar and not an genuine customer. I wish i never bothered applying with virgin money anything, in my 18 years of credit life i never had anyone putting CFAS marker on my name for current account, That is what makes me laugh! If it was for loan or credit card it’s understandable.

I would not reccomend anyone or wish on anyone to go through stress and anxiety as i am going through. So please avoid them!

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13th August 2020

Worst bank ever

I switched from Natwest and wish I hadn't. I have made 7 phone calls over 3 days to transfer money to an existing payee . I have been promised on several occasions this will happen within hours. It never does. I have never experienced such shoddy...

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I switched from Natwest and wish I hadn't. I have made 7 phone calls over 3 days to transfer money to an existing payee . I have been promised on several occasions this will happen within hours. It never does. I have never experienced such shoddy service. This bank won't remain business if it continues like this. Avoid like the plague - there are plenty of other, better banks

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4th August 2020

SCUM OF THE EARTH. AVOID AT ALL COST

I had a ski holiday booked for Feb 2020 and couldn't travel due to a stomach infection and...

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I had a ski holiday booked for Feb 2020 and couldn't travel due to a stomach infection and vomiting.
Put in claim and they "lost"my documents. Resent everything including another medical form via email and now been told they need the new medical form. Don't these vile people ever check their email??
Still no further on and its been going on since early february. I am now going to the financial ombudsman. Please please never use this company.

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3rd August 2020

Disgrace!! Do not use.

The most disgusting and disrespectful company I have ever used. Due to the FCO travel advise I had to claim a full refund through my travel insurance as advised by my travel agent ( Virgin Holidays)....

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The most disgusting and disrespectful company I have ever used. Due to the FCO travel advise I had to claim a full refund through my travel insurance as advised by my travel agent ( Virgin Holidays).

I did this 5 months ago...Still no resolution on a basic open close case! Communication is so poor with lead times stated as 50 working days to review information and complete claim. I’m 80 working in days I’m with no closer to completion.

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2nd July 2020

HEARTLESS.CALLOUS. DISGRACEFUL COMPANY

We booked a holiday to Vietnam on Feb 2020 . a week before we were due to fly my partners father had a fall and unfortunately died. i canceled flights.villa and internal flights along with overnight stay at heathrow hotel and car parking for the 2...

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We booked a holiday to Vietnam on Feb 2020 . a week before we were due to fly my partners father had a fall and unfortunately died. i canceled flights.villa and internal flights along with overnight stay at heathrow hotel and car parking for the 2 week period.i called Virgin claims and a claim form was sent out at the end of Feb 2020. the first hit was that all separate items flights are 1 claim. hotel stay in London =1 claim internal flights are another claim etc and all are subject to excess at £150 each! so internal flights and basically anything costing £300 or below are not claimable. this amounts to £900 .
so left with only the £1258 return flights from and too Gatwick allowable we attempted to complete the paperwork, original documents ONLY to be sent by recorded delivery to virgin travel claims. death certificate. completed claim form. doctors letter confirming that cause of death wasn't an existing condition! it says trauma from falling on the death certificate ! recorded delivery letter with all documentation sent on 23/03/2020 and there it still sits , i'm told it was signed for by security guard and since all staff are working from home and have no access to post ( and no date when this will change as of today 1st July) Virgin are also saying that as they still dont have the claim form there is in fact no claim registered.
PLEASE spare yourself the heartache and bull**** we have been through and buy insurance from anyone but this disgusting company