Voting in the British Bank Awards is now open! Share your feedback & enter our £1,000 prize draw.Vote now

Virgin Money Mortgage Reviews

Ratings based on 23 reviews Last review 2 days ago

Virgin Money Mortgages are award-winning for good reason – dedicated advisers, a wealth of online information and support at every step. Whether you’re a first-time buyer, remortgaging, moving house or buying to let, Virgin Money has something to suit.

Your home may be repossessed if you do not keep up repayments on your mortgage.

Brought to you by Virgin Money.

5 18
4 2
3 0
2 0
1 3

Our Smart Money People 360° Rating

Great Mortgage Rating
Combines our customer review data set with wider market analysis. Find out more here.

Your Mortgage Reviews (23)

19th November 2018

What a terrible service

Used their mortgage service if that is what you call it and it was awful. Where do I...

Read more

Used their mortgage service if that is what you call it and it was awful. Where do I start?

1. I had to repeat all my information via telephone during the application process because my details were not added to my application- other than my name and telephone number.

2. The valuation took place on the 23rd of October and was rejected, but Virgin seemed to instruct the solicitor to get on with the paperwork anyway. Thank God they were paying for them!

3. I was only told that my application had been refused when I called them on the 19th November when

a. The first call I made, Adam kept me on hold for 8 minutes or so while he checked…he cut me off.
b. The second advisor left me on hold for about 8 minutes to check and then came back to say it was rejected (Lets call this person advisor 1).
The following is a summary of what happened next.

4. Advisor 1 said that she was informed that an agent 'apparently called' me on the 1st November but no message was left and no attempt to call me again was ever made. Thank God I called on the 19th November, otherwise I would never have known.

5. Advisor 1 said that she was informed that an agent emailed me on the 1st October, but then they retracted that statement, when I asked for this email to be resent / details of the sender, so I could search for the email.

6. When asked why my application was refused- Advisor 1 said that she was initially told that it was because it was an ex-local authority property- I have a lease of 989 years and the house has been with the same family it was built by who own the freehold. The Solicitor (appointed by Virgin as part of their free service with this mortgage) was also aware of this as they contacted me on the 15th November to confirm who the registered interests according to Land Registry were.

7. I challenged the above and pointed to the evidence that a competent valuer would have access to, such as land registry information to see that the local authority was not registered as the freeholder / local authorities do not offer 1000 (one thousand) year leases. The customer advisor (advisor 1) put me on hold and checked…

8. But her colleague (advisor 2) answered and I had to start the whole conversation again.

9. The customer advisor (advisor 2) checked again…20 minutes later, she claimed to have read the report and no mention of it being ex-Local Authority. So where that did information come from? I enquired – ‘not sure’, ‘she got the information wrong’, ‘she didn’t have access to the report’ was all I got.

10. I was also informed that my property was rejected because it was accessed via external stairs and this is not accepted in their policy. I was very clear in my description of the property when making the application and the initial advisor who I spoke with to check that I could apply, said that he checked it using Google Maps and it seemed fine.

26th June 2018

Easy to Deal Wih

They went out of their way to arrange my mortgage and patiently answered my questions.

Reply from Virgin Money
Great to hear from you Steve, that's what we're here for! You know where to find us if there's anything else. Thanks, Jane
4th February 2018

Excellent customer service

Rang up for some advice. Very friendly and helpful. Did not confuse with terminology

Reply from Virgin Money
Thanks for getting in touch with some brilliant feedback Angela. Just let me know if you need a hand with anything. Thanks, Abbie
16th November 2017

Friendly and simple to apply

Very professional staff. Thorough check completed with ease and friendliness at competitive rates. Would absolutely recommend ✅

Reply from Virgin Money
Good to hear from you Lorna, if there's ever anything we can help with just get in touch! Thanks, Jane
16th November 2017

Great service over 20 years

I took out a Virgin One mortgage 20 years ago , which helped me pay it off more quickly and efficiently . I had no issues with the account for the whole period. This concluded last month with no fuss , and the house is now wholly owned by me ! A...

Read more

I took out a Virgin One mortgage 20 years ago , which helped me pay it off more quickly and efficiently . I had no issues with the account for the whole period. This concluded last month with no fuss , and the house is now wholly owned by me ! A great service from start to finish

16th November 2017

Competitive rates, great customer service

Getting a mortgage is a very stressful experience and as a first time buyer I was a bit daunted. But virgin money made the experience a lot smoother, the customer service was helpful and polite and above all they offered great rates. Thank you Virgin...

Read more

Getting a mortgage is a very stressful experience and as a first time buyer I was a bit daunted. But virgin money made the experience a lot smoother, the customer service was helpful and polite and above all they offered great rates. Thank you Virgin Money for making my venture into home buying a lot less stressful!

16th November 2017

Mortgage service

I have been very happy with the customer service I have received from the Virgin Money team over the many years I have held my mortgage with them. They always keep me updated and respond in a timely fashion to enquiries. I would recommend their...

Read more

I have been very happy with the customer service I have received from the Virgin Money team over the many years I have held my mortgage with them. They always keep me updated and respond in a timely fashion to enquiries. I would recommend their services.

6th November 2017

No news is good news

Recently went through a mortgage review & although there were long periods with no interaction / updates, I did periodically receive a text telling me everything was on track - perhaps a few more updates would have been good to avoid me calling for an...

Read more

Recently went through a mortgage review & although there were long periods with no interaction / updates, I did periodically receive a text telling me everything was on track - perhaps a few more updates would have been good to avoid me calling for an update. Other than that, it was a seamless process with little effort from me.

Reply from Virgin Money
Hi Michael, great to hear you're happy with your Mortgage review! Just get back in touch if there's anything else we can help with. Thanks, Jane
3rd November 2017

Would Recommend

Efficient and good customer service; never had any issues with them.

Reply from Virgin Money
Great to hear from you Sally, thanks for your feedback! If there's anything we can do to help, just let us know. Thanks, Jane