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At Virgin Money Giving we are committed to providing a service of the very highest standard. Sometimes things can go wrong, and when they do, we want you to tell us so we can put them right as soon as possible. So if you’re unhappy with something, then please make sure you let us know by contacting us either by email, telephone or in writing as detailed above.
Where we can reach an agreement to your complaint within 3 business days we will contact you to confirm we have resolved the issue. If the issue is more complex or we can’t resolve the problem within 3 days:
If you are representing a Charity and if your complaint relates to a payment service, you will receive a response from Virgin Money. All other complaints will be handled by us at Virgin Money Giving.
Contact details for the Financial Ombudsman are as follows:
Financial Ombudsman Service
0800 023 4567
Free for people phoning from a fixed line (for example, a landline at home)
0300 123 9 123
Free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02
www.financial-ombudsman.org.uk (Link opens in a new window)