What is the official website of the payment service?
The official website for Virgin Money (UK) payment services is https://uk.virginmoney.com
- Direct message
- Leave a review
- Bookmark
- Share
- Report
- prev
- next
Where can I find the customer support contacts?
Customer support contacts can be found on Virgin Money's official website under the 'Contact Us' or 'Help Center' section.
What is the hotline phone number?
The main customer service phone number is +44 191 279 5300.
Is there a toll-free support number?
Yes, there is a toll-free support number available: 0800 121 7365.
What is the email address for technical support?
The general email address for customer inquiries including technical support is [email protected].
Are there separate emails for different types of inquiries?
Yes, for example, [email protected] for business inquiries, [email protected] for legal issues, and [email protected] for fraud reporting.
Where can I find the online chat support?
Online chat support is available on the Virgin Money official website, typically accessible via a chat icon on the lower right side of the site.
Does the chat support work 24/7?
The chat is AI-operated and can generate responses quickly, but exact 24/7 availability of live agents is not specified.
Is there support through messengers (Telegram, WhatsApp)?
There is no verified information confirming support via Telegram or WhatsApp.
What are the support working hours?
Customer support hours generally cover weekdays and Saturdays with some Sunday access, but exact times vary by service type.
Does support work on weekends and holidays?
Yes, limited support is available on weekends, with shorter hours on Sundays.
Are there regional offices for in-person visits?
Yes, Virgin Money has branch offices available for customer visits.
Where are the physical offices located?
The registered head office is Jubilee House, Gosforth, Newcastle Upon Tyne, NE3 4PL, with other locations such as Discovery House, Whiting Road, Norwich, Norfolk NR4 6EJ.
Can I schedule a personal meeting?
Yes, personal meetings can be scheduled, usually by appointment via customer service or branch contact.
Are there representatives in different countries?
Virgin Money primarily operates in the UK; international representative offices are not widely indicated.
In which languages is support available?
Support is primarily provided in English.
How quickly does support respond to requests?
Average response times vary by channel; phone holds range from 3 to 5 minutes, email responses within 5-7 days are typical.
Is there a priority system for VIP clients?
There is no publicly available specific VIP priority system detailed for customer support.
Can I request a callback?
Callback service availability is standard practice in financial institutions though explicit details for Virgin Money are not verified.
When was the payment service founded?
Virgin Money UK traces back to the acquisition of Clydesdale Bank in 2018, with the Virgin Money brand established earlier in the 2000s.
Who is the founder and owner of the service?
Originally founded under Virgin Group with ownership changes, now the company is owned by Nationwide Building Society as of October 2023.
In which country is the company registered?
Virgin Money UK PLC is registered in England and Wales.
What is the development history of the payment service?
Virgin Money evolved through acquisition of Northern Rock and Clydesdale Bank (now merged), expanding digital banking services.
Have there been major updates or rebranding?
The most notable rebranding occurred from CYBG plc to Virgin Money PLC after the 2018 acquisition and after the Nationwide acquisition in 2023.
Who sits on the company's board of directors?
The board includes executive and non-executive directors detailed on Virgin Money's corporate governance pages (specific names not provided here).
Are there investors or partners in the service?
Major investor Nationwide Building Society acquired Virgin Money; previous stakeholders included Virgin Group and other institutional investors.
Does the company participate in stock trading?
Virgin Money was publicly traded under CYBG plc, but following acquisition by Nationwide (a mutual), it is no longer publicly traded.
What is the company's market capitalization?
As a now privately held company under Nationwide, current market capitalization data is not publicly available.
Are there subsidiary companies or branches?
Virgin Money operates various subsidiaries spanning current accounts, credit cards, mortgages, and investments.
What licenses does the payment service have?
Virgin Money is authorized by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority (FCA) in the UK.
In which jurisdictions does the service operate officially?
Virgin Money operates officially throughout the United Kingdom.
Are there licenses for cryptocurrency operations?
There is no verified information indicating Virgin Money holds specific cryptocurrency operation licenses.
Does the service comply with AML/KYC requirements?
Yes, Virgin Money complies fully with UK Anti-Money Laundering (AML) and Know Your Customer (KYC) regulations.
Are there security certificates (PCI DSS, etc.)?
As a bank offering card payments, Virgin Money complies with PCI DSS and other relevant security standards.
Has the service undergone security audits?
Regular security audits are standard practice though specific audit reports are not publicly disclosed.
Is there insurance for client funds?
Eligible deposits are protected up to £85,000 per person under the UK Financial Services Compensation Scheme (FSCS).
Which international standards does it comply with?
Compliance includes FCA/PRA standards, PCI DSS, GDPR for data protection, and UK banking regulatory frameworks.
Have there been any regulatory fines or violations?
No major publicly reported regulatory fines or violations are known at this time.
Where can I find real reviews about the service?
Reviews are available on platforms such as Trustpilot, Resolver, and financial consumer forums.
What are the main user complaints?
Common complaints include delays in customer service response, issues with credit card management, and online account access difficulties.
What do users most often praise the service for?
Users praise straightforward digital banking interfaces, helpful customer service, and competitive products.
Are there issues with fund withdrawals?
Withdrawal issues are not widespread but occasional delays have been reported during peak times.
Is the interface convenient according to users?
The interface is considered user-friendly and functional by most users.
Are clients satisfied with transaction speed?
Transaction speeds, especially for Faster Payments and mobile operations, are generally rated as satisfactory.
Do users recommend this service?
A moderate majority of users would recommend Virgin Money for general banking needs.
How do experts assess the service's reliability?
Experts assess Virgin Money as a reliable and well-regulated UK banking institution with stable operational performance.
Are there industry awards and recognitions?
Virgin Money has received several financial industry awards recognizing product innovation and customer service.
Does the service participate in payment system rankings?
Virgin Money participates indirectly through FCA-regulated banking rankings and sector surveys.
Are there recommendations from financial regulators?
Regulators endorse Virgin Money's compliance with UK financial service laws and consumer protection standards.
What reputation does the service have among partners?
Virgin Money maintains positive reputation with partners and merchants in the UK financial ecosystem.
How do they evaluate solution innovation?
Innovation is recognized in Virgin Money's mobile app features and integrated digital payment solutions.
Are there quality service certificates?
Virgin Money holds necessary quality and security certifications as per UK financial service regulations.
Does the company participate in industry conferences?
The company and its executives participate in relevant UK banking and fintech conferences.
How does the service position itself in the market?
Virgin Money positions itself as a customer-focused challenger bank with strong digital capabilities and Virgin Group branding.
Which fiat currencies does the service support?
Virgin Money primarily supports transactions in British Pounds (GBP).
Are cryptocurrencies supported? Which ones specifically?
Virgin Money does not currently support cryptocurrency transactions or custody.
Is there a proprietary cryptocurrency or token?
Virgin Money does not have a proprietary cryptocurrency or token.
Can currencies be converted within the service?
Currency conversion services are limited and primarily facilitated through international payments (SWIFT) but no multi-currency wallet features.
What exchange rates are used for conversion?
Exchange rates for international payments follow market rates with added fees, details provided on request.
How often are exchange rates updated?
Exchange rates are updated in real-time or daily depending on payment channel.
Are stablecoins supported?
Stablecoins are not supported.
Can exotic currencies be handled?
Exotic currency handling is generally not offered beyond major currencies for international payments.
Are there currency restrictions in different countries?
Currency restrictions follow UK banking and international transaction regulations.
What types of transfers does the service support?
Supports Faster Payments, CHAPS, International SWIFT, SEPA transfers, cheque, bank giro, and card payments.
Can transfers be made between service users?
Yes, peer-to-peer transfers within Virgin Money accounts are supported and processed instantly.
Are transfers to bank cards supported?
Transfers directly to bank cards are generally not supported; bank account transfers are standard.
Can money be transferred to bank accounts?
Yes, transfers to other UK bank accounts are supported via Faster Payments and other schemes.
Is bill payment available?
Yes, bill payment services are available through Virgin Money online banking.
Are recurring payments supported?
Recurring payment setup and management is supported via Direct Debits and standing orders.
Can automatic transfers be set up?
Yes, automatic transfer scheduling is available for savings and payments.
Is payment scheduling available?
Payment scheduling features are included for future dated payments.
Are group payments supported?
There is no specific public information on group payment features.
Can payment links be created?
There is no publicly detailed service for payment link generation.
What are the minimum transaction amounts in the service?
Minimum transaction limits vary; smaller payments from £1 upwards are generally accepted on Faster Payments.
What are the maximum amounts that can be transferred?
Daily limits depend on authentication method, e.g., up to £30,000 for app or token authenticated payments.
Are there daily limits on operations?
Yes, daily limits are imposed, commonly £1,000 to £30,000 depending on payment method.
What monthly and annual limits are in effect?
Monthly and annual limits are not publicly detailed, typically aligned with regulatory and account-specific requirements.
Can limits be increased? How?
Limits can be increased by contacting customer support and completing additional verification.
Do limits differ for verified users?
Verified users generally have higher transaction and payment limits than unverified or basic users.
Are there restrictions for new accounts?
New accounts typically have lower initial limits subject to phased increases.
Do special limits apply in different countries?
Limits align primarily with UK regulations; international transaction limits may vary by destination.
Can operations be temporarily blocked?
Yes, transactions may be temporarily blocked due to security concerns or compliance checks.
Are there limits on the number of daily operations?
Specific daily transaction counts are not publicly detailed but are monitored for fraud prevention.
What are the minimum amounts for account funding?
Minimum deposit amounts depend on funding method; typically £1 to £5 minimum is common.
What methods of funding are supported?
Funding methods include bank transfers, debit card payments, cheque deposits, and standing orders.
Are there fees for funding?
Funding is generally free for standard methods like Faster Payments and debit card top-ups.
What are the minimum funding amounts?
Minimum amounts vary but commonly start at £1 to £5 depending on the method.
How quickly are funds credited when funding?
Funds via Faster Payments and app/card top-ups are usually credited immediately or within the same business day.
How can money be withdrawn from the system?
Withdrawals can be made via ATM, bank transfers, cheque payments, or card-based withdrawals.
Are there fees for fund withdrawal?
Withdrawal fees may apply for some services like CHAPS or international transfers; many domestic withdrawals are free.
How long does withdrawal take?
Domestic withdrawals are typically processed immediately or within one business day.
What withdrawal limits are set?
Withdrawal limits vary by account type and authentication method; ATM and online limits commonly range from £500 to £30,000 daily.
How quickly are funds credited when funding with a card?
Card funding is usually instant or near-instant.
How long does a bank transfer take?
Bank transfers (Faster Payments) are usually immediate; CHAPS same day; international SWIFT vary up to one day.
How quickly do cryptocurrency transfers arrive?
Virgin Money does not support cryptocurrency transfers.
Are transfers between users instant?
Yes, internal transfers between Virgin Money users are immediate.
Are there delays when funding on weekends?
Funding through Faster Payments may be delayed; some methods are credited on next working day.
Do holidays affect funding speed?
Yes, bank holidays slow processing of payments and funding.
Can crediting be accelerated for a fee?
Some same-day or CHAPS payments can be accelerated for a fee.
What determines the speed of funding processing?
Speed depends on payment type, authentication, time of day, and bank processing hours.
Are there notifications about funding status?
Yes, users receive notifications or email/SMS alerts about funding status.
What to do if funding takes too long?
Contact customer support to investigate delays and provide proof of transaction if needed.
How quickly are withdrawal requests processed?
Withdrawal requests are processed usually same day or within one business day.
How long does card withdrawal take?
Card withdrawals at ATMs are instant; other card withdrawal timing depends on bank processing.
How quickly do bank transfers arrive?
Faster Payments are immediate; CHAPS same day; international transfers may take more time.
Are cryptocurrency withdrawals instant?
Not applicable, as cryptocurrency withdrawals are not supported.
Are there withdrawal delays on weekends?
Yes, bank holidays and weekends can delay withdrawal processing.
Do holidays affect withdrawal speed?
Holidays typically delay withdrawal processing and fund crediting.
Can withdrawal be accelerated for an additional fee?
Yes, express withdrawal services such as CHAPS have associated fees.
What determines withdrawal processing time?
Processing time depends on payment method, bank hours, and security verifications.
Are there notifications about withdrawal status?
Users receive confirmations and updates on withdrawal status by email or app notifications.
Can a withdrawal request be canceled?
Withdrawals can only be canceled before processing, subject to terms; some requests cannot be revoked once in progress.
How to register with the payment service?
Registration is through the Virgin Money website or mobile app, requiring personal details and identity proof.
What data is needed to create an account?
Name, date of birth, address, phone number, email, and identification documents are required.
Can registration be done without email?
No, email is typically required for account creation and communication.
Is phone confirmation required during registration?
Yes, phone verification is part of the registration process.
Are there age restrictions for registration?
Users must be at least 18 years old to register.
Can a corporate account be created?
Yes, Virgin Money offers business accounts with separate application processes.
Is it required to provide real data?
Yes, real and verifiable information is required to comply with regulatory KYC rules.
Are there country restrictions for registration?
Registration is restricted to residents of the UK.
How long does account activation take?
Activation typically takes a few minutes to one business day after verification.
What verification levels exist?
Basic and enhanced verification levels exist, including identity and address verification.
What documents are required for basic verification?
Passport or driving license and proof of address such as utility bill.
Are documents needed for full verification?
Enhanced verification may require additional documents like bank statements.
Are digital copies of documents accepted?
Yes, digital document uploads are accepted during verification.
How long does the verification procedure take?
Verification usually completes within 24 to 48 hours.
Can the service be used without verification?
Limited use without verification; full features require completion of KYC.
What restrictions apply to unverified users?
Unverified users face transaction limits and restricted service access.
Is address confirmation required?
Yes, address confirmation is mandatory during verification.
Is a selfie with documents required?
A selfie or live photo may be required for identity verification.
How often do documents need to be updated?
Documents must be updated as required, typically every few years or upon regulatory review.
What encryption technologies does the service use?
Uses industry-standard encryption like TLS for data in transit and AES for data at rest.
Is two-factor authentication supported?
Yes, two-factor authentication (2FA) via app or SMS is available.
Are there SMS confirmations for operations?
Important transactions often require SMS confirmation.
Is biometric authentication supported?
Biometrics such as fingerprint or facial recognition are supported via mobile app.
Is blockchain technology used?
No verified use of blockchain technology for payments reported.
Is there a multi-level security system?
Yes, Virgin Money employs multiple security layers including 2FA, encryption, and fraud monitoring.
How is user personal data protected?
Personal data is protected under GDPR with secure storage and strict access controls.
Is cold storage used for cryptocurrencies?
Not applicable as Virgin Money does not offer cryptocurrency custody.
Is there DDoS attack protection?
Yes, standard DDoS protection measures are in place to secure online services.
Are regular security audits conducted?
Regular security audits and penetration tests are conducted by internal and external experts.
What anti-phishing protection measures are provided?
Anti-phishing warnings, email authentication, and awareness campaigns are employed.
Is there a suspicious activity detection system?
Yes, automated systems monitor for suspicious and fraudulent activities.
How does the service combat money laundering?
Robust AML monitoring and KYC checks are conducted according to UK regulations.
Is there blocking of suspicious accounts?
Accounts exhibiting suspicious behavior are promptly blocked or restricted pending investigation.
What to do when fraud is detected?
Contact customer support immediately and report via designated fraud email addresses.
How to report suspicious activity?
Suspicious activity can be reported through customer service or the dedicated [email protected] email.
Is there compensation for damage from fraudsters?
Eligible customer losses may be compensated according to FSCS and company policies.
What user rights exist for disputed transactions?
Users have the right to dispute and seek chargebacks or refunds under UK consumer protection laws.
How to dispute account blocking?
Customers can challenge account blocks by contacting support and providing identity verification.
Is there insurance against cyber attacks?
Virgin Money maintains cyber risk insurance coverage as part of their risk management program.
What fees does the service charge for transfers?
Most Faster Payments transfers are free; CHAPS and international transfers carry fees from £20 to £30.
Are there fees for account funding?
Standard funding methods are generally free of charge.
Are fees charged for fund withdrawal?
Domestic withdrawals are mostly free; international and rapid withdrawals may incur fees.
Are there fees for currency conversion?
Yes, conversion fees apply typically as part of international transfer charges.
Are there fees for account inactivity?
No public indication of inactivity fees on standard accounts.
Are there account maintenance fees?
Some account types may have maintenance fees; many current accounts have no monthly fees.
Are fees charged for operation cancellation?
Usually no fees for transaction cancellation if processed in time.
Are there fees for expedited operations?
Expedited services like CHAPS have associated fees.
Are there hidden fees?
Virgin Money maintains a policy of fee transparency; no known hidden fees.
How are fees calculated for large amounts?
Large transaction fees are either flat rates or percentage-based depending on service.
Are there different tariff plans in the service?
Various account plans exist with different features and fees.
What advantages does VIP status provide?
VIP clients may receive faster service, higher limits, and personalized banking.
How to get preferential conditions?
Preferential conditions are granted through premium account tiers or relationship manager agreements.
Are there free operations per month?
Free transaction limits depend on account type; standard accounts have multiple free transfers.
Are there discounts for active users?
No publicly known discount programs based on user activity.
Are there corporate tariffs?
Yes, business accounts have separate tariff plans.
Can individual conditions be obtained?
Custom pricing can sometimes be negotiated for high-value clients.
Do promotional codes work for fee reduction?
No widespread use of promotional codes for fees is publicly reported.
Are there cashback programs?
Some credit cards and accounts include cashback or rewards.
Are there discounts for transaction volumes?
Volume discounts are not commonly advertised.
Is there an official mobile application?
Yes, Virgin Money offers an official mobile banking app.
On which platforms is the application available?
The app is available on iOS and Android platforms.
What functions are available in the mobile application?
Functions include account management, payments, mobile deposits, security settings, and notifications.
Does functionality differ from the web version?
The mobile app offers similar core functions with added conveniences like biometric login.
Is Touch ID/Face ID supported?
Yes, biometric authentication like Touch ID and Face ID is supported.
Can the application work offline?
Limited offline features; most banking functions require internet connection.
Are there push notifications about operations?
Yes, users receive push notifications for transactions and alerts.
Is dark theme supported?
A dark mode/dark theme is supported in the mobile app.
How often is the mobile application updated?
The app is updated regularly, typically monthly or as needed.
Are there beta versions of the application?
Beta testing programs may be available for select users.
Is the web interface of the service convenient?
The web interface is generally reported as user-friendly and intuitive.
Is responsive design supported?
Yes, the website supports responsive design for mobile and tablet use.
In which languages is the interface available?
English is the primary interface language.
Is there a night mode for the website?
The website does not prominently feature a dedicated night mode.
Are hotkeys supported?
Hotkeys are not commonly supported on the web interface.
Can data be exported?
Some account statements and transaction data can be exported in standard formats like PDF.
Is there an API for developers?
No public API is provided for developers.
Is integration with other services supported?
Integration with digital wallets (e.g., Google Pay) is supported; broader third-party integrations are limited.
How often is the web interface updated?
The web platform undergoes continuous improvement with periodic updates.
Are there virtual cards in the service?
Virtual card issuance is not widely promoted by Virgin Money.
Can disposable cards be created?
No public offering of disposable or temporary cards.
Is multi-currency account functionality supported?
Multi-currency accounts are not generally available.
Are there investment products?
Virgin Money offers investment products including ISAs and savings accounts.
Can interest be earned on balance?
Interest is earned on savings and some current account balances.
Are there credit products?
Credit cards and personal loans are offered.
Is P2P trading supported?
No information on peer-to-peer trading platforms.
Can cryptocurrencies be bought/sold?
Virgin Money does not offer cryptocurrency exchange services.
Is there acquiring for business?
Business merchant services are offered, but full acquiring service details are limited.
Are mass payouts supported?
No prominent mass payout features publicly reported.
Is there a loyalty program in the service?
Some accounts may feature rewards or loyalty programs.
How are bonus points earned?
Bonus points or cashback are earned through qualifying transactions on certain cards.
Is there cashback for operations?
Cashback is available on some credit cards and account products.
Are there referral programs?
Referral programs exist offering benefits for recruiting new customers.
What privileges do VIP clients have?
VIP privileges may include dedicated support, higher transaction limits, and personalized services.
Are there seasonal promotions and offers?
Seasonal promotions are periodically run on various products.
Can premium status be obtained?
Premium account upgrades are available subject to eligibility.
Are there partner discounts?
Partner discounts are available occasionally on financial products or services.
Are there corporate loyalty programs?
Business customers may access tailored loyalty or benefit plans.
Does the service allow operations with online casinos?
Information about specific policies on online casino transactions is not publicly verified.
Are there restrictions on gambling transactions?
Banks typically monitor and may restrict gambling-related transactions for compliance and risk management.
Can accounts be blocked for casino play?
Accounts can be blocked or restricted if suspicious gambling activity is detected.
How does the service view gambling?
Virgin Money likely follows regulatory requirements on gambling transactions but no official stance publicly noted.
Are there special conditions for gambling?
Special terms may apply as per compliance rules but details are not publicly listed.
Are casino transactions tracked?
Like most financial institutions, gambling transactions are monitored for compliance.
Can operations with gambling sites be hidden?
Transaction privacy follows legal and regulatory standards; hiding transactions is not supported.
Are there notifications about gambling expenses?
No specific notifications for gambling expenses are reported.
Are there special fees for gambling operations?
No publicized special fees on gambling transactions.
Can limits be set on gambling?
Banks may allow spending controls but specific Virgin Money tools are not detailed.
Is there a self-exclusion function?
Gambling self-exclusion is generally offered through third-party providers, not directly by banks.
Can access to gambling sites be restricted?
Banks may enforce restrictions on payments but site blocking is typically through other software.
Is gambling expense control supported?
Not specifically by Virgin Money, users may use third-party tools.
Are there notifications about limit exceedance?
Not specifically reported.
Can operations with casinos be blocked?
Yes, suspicious or policy-restricted transactions can be blocked.
Is a "cooling-off period" supported?
No direct cooling-off period for gambling transactions.
Can help be obtained for gambling addiction?
Not typically provided directly; referral to external support is advised.
Is there partnership with player assistance organizations?
Not publicly confirmed.
How to set up gambling expense notifications?
Not available directly; users can set personal alerts through available account notifications.
Which online casinos accept this payment method?
Not publicly documented.
Are there exclusive partnerships with specific casinos?
None publicly known.
Do conditions differ when used in different casinos?
Not applicable.
Can the method be used for both deposits and withdrawals in casinos?
Not applicable.
Are there geographic restrictions for casino usage?
No publicly stated geographic restrictions beyond general UK banking limits.
How do casino operators typically process transactions from this method?
Standard banking transaction processing applies.
Are there typical processing times when used with casinos?
Banking transaction timing applies, typically immediate to 1-2 days.
Do casinos usually charge additional fees for this method?
Not controlled by the payment service.
Are there any known compatibility issues with major casino platforms?
No publicly reported compatibility issues with casino platforms for Virgin Money cards or accounts.