Your support
If you ever need extra help, we're here
What it's all about
If you’re experiencing something that affects how you bank with us, we want to help. It could be long-term or permanent, like a physical disability. Or short-term, like losing your job. Whatever it is, let us know how we can support you.
Here are just a few of the ways we could help:
Difficulty hearing?
If you're Deaf or have a hearing impairment, you can choose your preferred contact methods. If you visit us in Store, we can find a quiet space or use a hearing loop.
Caring or being cared for?
You’re welcome to bring someone with you when you visit us in Store. And if you’d like to bank digitally but need some support, we can help with that.
Worried about money?
You can get information on saving money and claiming benefits. You can request support and we can look at practical steps to help.
Communication difficulty?
Speaking slowly, writing things down and checking you understand are a few ways we could help. Let us know and we'll change the way we communicate to suit you.
Difficulty hearing?
If you're Deaf or have a hearing impairment, you can choose your preferred contact methods. If you visit us in Store, we can find a quiet space or use a hearing loop.
Caring or being cared for?
You’re welcome to bring someone with you when you visit us in Store. And if you’d like to bank digitally but need some support, we can help with that.
Worried about money?
You can get information on saving money and claiming benefits. You can request support and we can look at practical steps to help.
Communication difficulty?
Speaking slowly, writing things down and checking you understand are a few ways we could help. Let us know and we'll change the way we communicate to suit you.
Let us know
However you decide to ask for support, it's free and secure. You’ll have the option to share your circumstances or go straight to choosing the specific support you need. And you can request as many different types of support as you like.
Select your account type
You'll need to contact the insurance and the investments and pensions teams separately.
Personal and business accounts
Including current and savings accounts, cash ISAs, credit cards, mortgages and loans.
Using our online form
For letting us know anytime, anywhere. You'll be asked for some personal details to confirm it's you.
Use the online form
Call us
Find the right number for your account or service.
Call usIf you have a hearing or speech impairment you can call us using Relay UK.
Using live chat
If you're a credit card, current account, business or savings customer, log in and use live chat in app.
Using our online form
For letting us know anytime, anywhere. You'll be asked for some personal details to confirm it's you.
Use the online form Call us
Find the right number for your account or service.
Call usIf you have a hearing or speech impairment you can call us using Relay UK.
Using live chat
If you're a credit card, current account, business or savings customer, log in and use live chat in app.
Insurance
Including life, travel and home insurance.
Call
Call the insurance teamIf you have a hearing or speech impairment you can call us using Relay UK.
Call
If you have a hearing or speech impairment you can call us using Relay UK.
Investments and pensions
Including Stocks and Shares ISAs.
Call
Investments and pensions are provided by Virgin Money Unit Trust Managers. Call them on:
Monday to Friday 8am to 9pm
Saturday 9am to 6pm
Calls to 03 numbers are treated the same as calls to 01 and 02 numbers, including any inclusive minutes and discounted schemes. Up to 16p per minute from UK landline. Up to 65p per minute from mobiles.
Calls may be recorded for training and quality purposes.
If you have a hearing or speech impairment you can call us using Relay UK
Call
Investments and pensions are provided by Virgin Money Unit Trust Managers. Call them on:
Monday to Friday 8am to 9pm
Saturday 9am to 6pm
Calls to 03 numbers are treated the same as calls to 01 and 02 numbers, including any inclusive minutes and discounted schemes. Up to 16p per minute from UK landline. Up to 65p per minute from mobiles.
Calls may be recorded for training and quality purposes.
If you have a hearing or speech impairment you can call us using Relay UK
Online
Send a secure message using:
Your questions answered
Just us. We’ll only use what you share to communicate with you in the best way, and provide support wherever we can.
We'll use anonymous data to understand and improve this service.
We'll always treat your data with respect. Find out more in our privacy policy.
No. Anything you share when you request support will not affect your credit score and will not be used to decide whether you’re eligible to open an account.
If anything changes, you can let us know over the phone, in Store or by logging in and using live chat.
If you decide to remove any of the circumstances you’ve shared with us, we'll not keep a record of the specific details.