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How to make a complaint

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:

  • We will contact you to acknowledge your complaint
  • We will aim to respond to your complaint within 15 calendar days. If there is a delay we will keep you updated on our progress.

Complaints from a Charity

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.

  • Virgin Money will attempt to resolve matters straight away. If this cannot be resolved in 3 days, a letter will be sent to acknowledge your complaint.
  • Once Virgin Money have completed an investigation you receive a final response. This will confirm the decision on your complaint, what we will do to put things right and information about the Financial Ombudsman Service.
  • Virgin Money aim to send you a response within 15 days. If there is a delay we will keep you updated on progress and if this is the case, you will receive a reply within 35 days.
  • Where you are not satisfied with the final response, where you are eligible, you will have the right to refer your case to the Financial Ombudsman Service (FOS).

Financial Ombudsman Service

Contact details for the Financial Ombudsman are as follows:

Financial Ombudsman Service
Exchange Tower
E14 9SR

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)