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Virgin Money: Mortgages reviews

Name: Mortgages
Rating: 3.34 (91 reviews)

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3.22

Based on 91 reviews, last reviewed 10th Jun 2025

No new 5 star reviews

in the past 90 days

100% increase in 1 star reviews

in the past 90 days

48%

11%

34%

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

Awful awful customer service A mortgage is a mortgage. This review is about how impossible it is to get through to someone when remortgaging. Their website is a joke. Their live c... Read more Reviewed on: 10th June 2025

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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 reviews to help you make an informed decision when taking out your mortgage.

If you’re considering Virgin Money as your new mortgage provider, learn more on the Smart Money People site. Find out why homeowners chose Virgin Money and which mortgage they have. Learn about the application process and whether it ran smoothly or perhaps took longer than anticipated. Read about any challenges they may have experienced throughout their time with the provider. All of this and more can be found in our Virgin Money mortgage reviews.

Did Virgin Money help you purchase your home? Share your honest experience with others by writing a review. Tell us what mortgage you took out and why you chose Virgin Money. Share your experience with the application process - was the lender supportive throughout? Has the lender kept you well informed of any important mortgage news or changes? Would you recommend Virgin Money mortgages to your family and friends? Whether good or bad, write a Virgin Money mortgage review today. Together, we can help people like you make better financial decisions.

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Virgin Money Mortgages reviews (91)

What a terrible service

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. Reviewed on: 19th November 2018

Reply from Virgin Money Hello, thanks for getting in touch. I'd like to step in to investigate this further. Please email your name, address and contact number over to [email protected] and I'll pick it up from there. Thanks, Lindsay Response date: 22nd November 2018

Easy to Deal Wih

They went out of their way to arrange my mortgage and patiently answered my questions. Reviewed on: 26th June 2018

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 Response date: 7th July 2018

Excellent

A simple, straight forward experience. Reviewed on: 26th April 2018

Reply from Virgin Money Great to hear from you Steve, thanks for getting in touch. You know where we are if there's anything we can help with! Thanks, Jane Response date: 2nd May 2018

Excellent customer service

Rang up for some advice. Very friendly and helpful. Did not confuse with terminology Reviewed on: 4th February 2018

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 Response date: 4th February 2018

Great product with great service

Very pleased with our experience of our mortgage with Virgin Money. Reviewed on: 23rd January 2018

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Re mortgage

My mortgage deals came to the end of it's term, I wanted to pay a lump some of the mortgage and the team sorted me out a new deal with no fuss and the lump some payed first class. Reviewed on: 23rd November 2017

Great service

I got a great mortgage deal with Virgin money Reviewed on: 21st November 2017

Friendly and simple to apply

Very professional staff. Thorough check completed with ease and friendliness at competitive rates. Would absolutely recommend ✅ Reviewed on: 16th November 2017

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 Response date: 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 great service from start to finish Reviewed on: 16th November 2017

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