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Virgin Money: Mortgages reviews

Name: Mortgages
Rating: 3.37 (90 reviews)

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3.32

Based on 90 reviews, last reviewed 26th Feb 2025

100% increase in 5 star reviews

in the past 90 days

No new 1 star reviews

in the past 90 days

49%

11%

33%

Latest highest rating:

5

We have a flexible repay mortgage interest only - so... We have a flexible repay mortgage interest only - so helpful when you are self employed Reviewed on: 26th February 2025

Latest lowest rating:

1

Took over £1000 in error from us Virgin mortgages took £1,169.30 in error from my current account. No apology, no compensation. We are now in are over draft and after trying to get th... Read more Reviewed on: 5th January 2024

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About this product

Virgin Money provides a range of financial services, including mortgages. It’s important to understand the Ts and Cs and interest rate of a mortgage. Remember to consult the lender or an independent advisor if you have any questions or need help understanding your options.

Your home is likely the largest financial purchase you’ll make in your lifetime. Therefore, it’s important that you find the right mortgage lender and product. We collect Virgin Money mortgage...

Virgin Money Mortgages reviews (90)

Review of the Virgin Money, Mortgages:

Terrible customer service

Exceptionally bad customer service Reviewed on: 9th November 2022

Worst mortgage provider ever

Do not recommend using this company for mortgages, we have an application for a remortgage on our property and they have honestly been hell to deal with, on going complains since June/july, still not sorted. The underwriters are idiots, the staff don’t know what the hell they are doing, taken us about 53 hours so far and still not sorted, despite excellent credit, preapproval for money back, great books, they are now asking for books that are due in January 31st, irrelevant to o... Reviewed on: 16th January 2023

Worst Mortgage provider

I’ve been a buy to let customer for many years now and had nothing but headache and poor customer service from Virgin Money. I’ve moved my business to other companies because the customer service is so bad and when you get a chance to speak with someone they just haven’t got a clue about how to deal with anything. It took me five hours on the phone in total just to get a mortgage statement from them which they kept sending to the wrong address!! How can you lend money and get th... Reviewed on: 3rd January 2023

Bad service

Very bad customer service they keeps on hold for a long time then no response Reviewed on: 5th December 2022

Worst bank I have ever seen

Never experienced a worse bank. Staff are rude Reviewed on: 11th November 2022

Snail like speed and misleading agreement in principle

We applied in April, didnt get a reply until August minimum response time to any questions was 2 weeks. Underwriters asked me to cancel my private health care and pension package through work to "prove it was flexible" our initial agreement in principle was for £380k we asked to borrow £340k and after underwriters had finished messing us around they offered us £290k... where does £90k go missing in the space of a few months despite our incomes going up in that time?! Thank god w... Reviewed on: 11th September 2022

Shocking timescales for mortgage applications

We really regret using virgin for our mortgage application. We applied 28th June and we are still waiting for any sort of communication from our broker or virgin on the decision!! Our chain is at a critical stage with both side pushing for completion within the next 2 weeks. Getting through to Virgin on the phone is near impossible with 2 hour hold times to get through to someone who can't help, so out through to another team with another 1 hour 40 min wait time! Obscene!! Unsu... Reviewed on: 26th July 2022

Unacceptable delay, no communication, about to lose our sale. DO NOT USE FOR MORTGAGES!

Can’t believe a broker would recommend virgin as a lender, it’s now 22 July and our buyers have been waiting for mortgage offer since 2 June. Little to no communication. If our buyers don’t receive their mortgage offer from virgin by end of the month our whole chain will fall through and we will lose our dream house, all because of Virgin money’s ridiculously incompetent processes. They say online it’s 22 days from application to offer.. I asked if this is calendar or working da... Reviewed on: 22nd July 2022

Absolutely rubbish I can believe people are waiting 1 hour on the phone to speak to anyone from customer service. That tells you something Say no more

Absolutely rubbish go elsewhere Reviewed on: 27th June 2022

Was a loyal custome.shocking customer service

Loyal customer for over 30 years until recently. There have been a number of poor service events over the last couple of years however they can be forgiven due to Covid. I recently engaged some builders who had left a flyer through my door, they carried out the work and I was very satisfied with the work, however when I tried to pay invoice via online the transaction and account were frozen. Note the Online system acknowledged and confirmed the builders bank details. Customer s... Reviewed on: 23rd June 2022

customer service is shocking and being left on hold for up to 4 hours still claiming too many people applying for this service

called customer service left on hold for 4 hours still not joy went to a branch taken up 3 hours to find my file and still awaiting valuation report Reviewed on: 20th June 2022

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