Part of our Virgin Money — Complete Guide 2026 hub.
Virgin Money offers customer support by phone, in-app messaging, online banking, and in branch. Here’s a full guide to every contact method, what each is best for, and how to make a formal complaint if you need to.
Virgin Money Contact Numbers
| Query Type | Number | Notes |
|---|---|---|
| Personal banking (general) | 0800 678 3654 | Freephone — main line |
| Lost or stolen card | 0800 678 3654 | Select card option; freeze instantly in app |
| Fraud and scams | 0800 678 3654 | Fraud team available 24/7 |
| Mortgages | 0800 678 3654 | Ask for the mortgage team |
| Bereavement | 0800 678 3654 | Ask for bereavement services |
0800 numbers are freephone — free from UK landlines and all major UK mobile networks.
Virgin Money App — Messaging and Self-Service
The Virgin Money app is the most convenient way to handle non-urgent banking queries without calling. From the app you can:
- Send a secure message to the support team
- Freeze or unfreeze your debit card
- View transactions and statements
- Manage direct debits and standing orders
- Set spending limits and travel notifications
To message Virgin Money via the app:
- Sign in and tap Help or Support
- Browse FAQs — many answers are available instantly
- Select Chat or Send a message for queries not covered by the FAQ
- A customer service agent will respond — typically within a few hours during business hours
For time-sensitive issues (fraud, card emergencies), always call rather than message.
Reporting Fraud to Virgin Money
If your card has been lost, stolen, or you notice suspicious transactions, act quickly:
Step 1 — Freeze your card instantly in the Virgin Money app:
- Tap Manage card → Freeze card
- This is immediate and reversible — you can unfreeze at any time
Step 2 — Call 0800 678 3654 and select the fraud option. The fraud team is available 24 hours a day, 7 days a week.
Step 3 — Change your online banking credentials as soon as possible via the app or online banking.
Types of Fraud Virgin Money Handles
Unauthorised card transactions — if your card was used without your consent, report it immediately. You’re generally entitled to a full refund under Visa rules for fraudulent transactions not authorised by you.
Authorised push payment (APP) fraud — if you were deceived into transferring money willingly, report it immediately. Under PSR rules effective from October 2024, Virgin Money is required to reimburse most APP fraud victims. Speed of reporting is critical.
Phishing — never click links in unexpected texts or emails claiming to be from Virgin Money. Forward suspicious texts to 7726 (free on all UK networks). Virgin Money will never ask for your full password, PIN, or one-time passcode.
Impersonation calls — if you receive a call from someone claiming to be Virgin Money who asks for sensitive information, hang up. Call 0800 678 3654 directly using the number from the back of your card or the Virgin Money website.
Visiting a Virgin Money Branch
Virgin Money operates a network of branches primarily in Scotland (from its former Clydesdale Bank days) and selected UK cities. Branch visits are best for:
- Account opening requiring in-person ID verification
- Bereavement and estate administration
- Power of attorney queries
- Large or complex banking transactions
Use the Virgin Money branch finder at virginmoney.co.uk to check locations and opening times before visiting.
How to Make a Formal Complaint to Virgin Money
Step 1 — Complain to Virgin Money directly
You can make a formal complaint:
- By calling 0800 678 3654
- Via secure message in the Virgin Money app
- In writing to Virgin Money Customer Relations (address on the website)
- In person at a Virgin Money branch
Set out clearly what went wrong, when it happened, and what outcome you’re seeking. Virgin Money must acknowledge your complaint and provide a final response within 8 weeks.
Step 2 — Financial Ombudsman Service (FOS)
If Virgin Money’s final response is unsatisfactory, or 8 weeks have passed without resolution, you can escalate at no cost to the Financial Ombudsman Service:
- Website: financial-ombudsman.org.uk
- Phone: 0800 023 4567 (free from UK landlines and mobiles)
- FOS decisions are binding on Virgin Money
You must complete Virgin Money’s own complaints process before the FOS can accept your case.