WELCOME
Getting to know
your new Virgin
Money Essential
Current Account
WELCOME TO
VIRGIN MONEY
Thank you for opening a Virgin Money Essential Current Account.
At Virgin Money, we believe everyone should have access to
good value, straightforward banking. But in our experience,
current accounts can often be complicated, with too many
different features and fees.
That’s why we have developed the Virgin Money Essential
Current Account. Simple and straightforward, it delivers the
essentials of banking brilliantly.
We are delighted to welcome you as a customer and look
forward to serving you in Store, online and over the phone. Plus
you can also enjoy access to our fantastic Virgin Money Lounges,
as well as exclusive customer offers from around
the world of Virgin. Read on to find out more.
We hope you enjoy being a Virgin Money Essential Current
Account customer. It’s great to have you with us.
Best wishes
Jayne-Anne Gadhia
Chief Executive Officer
2
3
INSIDE THIS
WELCOME GUIDE
> Your new account at a glance
6
> S ummary of our services
7
>O
ur charges 8
> S witching your banking to us
9
Paying money into your account
>P
aying cash in
12
>P
aying cheques in
12
> S alary, benefits and other payments in
13
Easy, instant access to your money
> Your Virgin Money Debit Card
16
>M
aking life easier when you shop
17
>C
onvenient cash withdrawals
18
>T
aking your card on holiday 18
>P
eace of mind paying bills
19
>U
npaid Direct Debits and standing orders
21
>C
hecking your account 24
> Your monthly statement
24
>O
nline Service
25
>K
eeping your account secure
26
> J oint accounts
28
>M
aking changes to your account
28
>H
elp when you need it
29
>P
rotecting your money
29
The account that gives you more
> Your Lounge, your way
32
>A
ttractive offers from around the world of Virgin
33
>B
etter banking as standard
34
4
This guide
should be read
together with
your Terms.
5
YOUR NEW ACCOUNT
AT A GLANCE
SUMMARY OF
OUR SERVICES
Here is a reminder of the main benefits of your new Virgin Money Essential
Current Account.
With the Virgin Money Essential Current Account you can bank with us face to face at
your local Virgin Money Store. You can also access your account at any Post Office branch
nationwide, and we offer some specific services online, over the phone and by post.
Your own Virgin Money Debit Card Free withdrawals at almost all UK high street cash machines, and you can make purchases
online, in shops and over the phone. It’s contactless and you can use it abroad too.
The table below shows what you can do and where. For more about any of these
services, take a look at the relevant section in this guide.
Service
Store1
Post Office Cash
machine
Online5
Phone
Post
Check account balance
Check recent transactions
Use the counter services at over 11,000 Post Office branches nationwide.
Check Direct Debits and
standing orders6
Check your account anytime, day or night
Withdraw cash
(maximum)
£2,000
7
£500
7
£500
Pay cash in
(maximum)
£5,000
Pay cheques in
Make a Faster Payment
(maximum)
£100,000
2
£10,000
£100,000
Set up or change standing
orders
3
Cancel standing orders and
Direct Debits
Make changes to your account
4
Deal with a friendly face in Store
Manage your account day-to-day at your local Virgin Money Store.
Access your account at the Post Office® too
View your balance online, on your mobile and at cash machines.
Fair and simple charges
We only charge for a handful of things – your account is free to use on a day-to-day basis.
All the perks of being a Virgin Money customer
Exclusive use of Virgin Money Lounges, plus attractive offers from around the world
of Virgin.
1
Not all Stores offer cash services – you can check whether your local Store does at virginmoney.com
You can only make a Faster Payment in the UK over the phone if you have used the same payment details
before. New payments will need to be set up in Store.
2
3
You can change the date, amount or frequency of an existing standing order over the phone.
You can only change certain information over the phone – for more details, please call us or visit
your local Virgin Money Store.
4
5
You can only view your account online if you are resident in the UK.
6
Please note, Direct Debit is a UK only service.
For joint accounts, the £500 daily cash limit is shared between both account holders. You can only withdraw
£500 from the Post Office OR a cash machine.
7
Note: if the account is a joint account, we will act on instructions given by either of you.
6
7
OUR
CHARGES
SWITCHING YOUR
BANKING TO US
We have made every aspect of the Virgin Money Essential Current Account as
simple as possible, including our charges. Here is a list of the few things
we charge for. All charges will be applied immediately.
If you have another UK current account that you have not yet switched to us, it is quick and
easy to do. We can transfer the balance and any Direct Debits and standing orders from your
old account to us in just seven business days, thanks to our Current Account Switch Service.
> Additional paper copy of your statement
£10
> Cash machine withdrawals abroad
£1.50 per transaction. We do not
charge if you use your debit card
to make purchases abroad.
The service is completely free and backed by an industry-wide Current Account Switch
Guarantee to ensure the move goes smoothly.
Standard same-day transfers (by Faster Payment) are available free of charge. We also
offer some non-standard services such as same day electronic transfer for CHAPS. We will
make a reasonable charge for these services but will tell you the amount before we act on
your instruction. For more information on the different payment methods, see page 19.
If you are interested in switching, speak to the team at your local Virgin Money Store.
To get started, we will just need your old bank details and preferred switch date.
For more information on switching, see the leaflet included with this guide.
There is no overdraft on the account. If your balance goes below £0 you will not have to pay
interest or a charge, but you must bring your account back into credit immediately.
8
9
PAYING MONEY
INTO YOUR
ACCOUNT
>Paying cash in
>Paying cheques in
>Salary, benefits and other payments in
10
11
Paying cash in
You can pay cash into your current account at most Virgin Money Stores (not all Stores offer
cash services – you can check whether your local Store does at virginmoney.com). We will
just need your account number (this is on the front of your Virgin Money Debit Card).
We are unable to accept foreign currency in cash.
You can also pay in up to £5,000 cash per day at most Post Office branches nationwide
(some smaller branches have a £1,000 paying in limit). You will need your Virgin Money
Debit Card with you.
If you pay cash into your account at a Virgin Money Store before 3pm on a business day,
you can withdraw it straightaway as cleared funds. If it is paid in on a non-business day or
after 3pm on a business day, it will be credited to your account and available to withdraw
straightaway, but it may not show as cleared funds until the next business day. If you withdraw
the funds before then, your balance may go below zero, but we won’t charge you for this.
Salary, benefits and
other payments in
One of the big advantages of a current account is having payments like your salary or your
benefits paid straight into your account, electronically.
We can accept a variety of different electronic payments into your account. For most of
these, you will just need to give your account details to the company or individual sending
you the money. You can find your account number and sort code on your Virgin Money
Debit Card.
If the money is being sent to you by CHAPS (a same-day electronic transfer for bigger,
urgent payments), or from a bank outside the UK, you will need to give different account
details. These can be found at myvirginmoney.com or simply get in touch with us and we
will give them to you.
Paying cheques in
You can pay cheques into your current account at any Virgin Money Store or you can post
them with a covering letter stating your name and account number to Virgin Money,
Current Accounts, Jubilee House, Gosforth, Newcastle upon Tyne NE3 4PL.
Please be aware of the following:
> If we receive a cheque before 3pm, we will process it the same day
(after 3pm, or on a non-business day, it will be processed the next business day).
> The cheque will start to earn interest two business days after we receive it.**
> After four business days, the money will be available for you to withdraw,
but there is still a chance the cheque could bounce.
> After six business days*, you can be sure the money is yours.
So if a cheque was paid in before 3pm on Monday (A), the money would earn interest from
Wednesday (B), be available to withdraw on Friday (C) and fully cleared in your account the
following Tuesday (D).
Mon
A
Tue
Wed
B
Thu
Fri
C
Sat
Sun
Mon
Tue
D
Wed
* A cheque from someone who has recently switched bank accounts will take an extra two days to clear if it has come
from their old account. Cheques from non-UK bank accounts can take up to six weeks to be credited to your account.
** Other than those cheques drawn on a bank with an address outside of the UK.
12
13
EASY, INSTANT
ACCESS TO
YOUR MONEY
> Your Virgin Money Debit Card
> Making life easier when you shop
> Convenient cash withdrawals
> Taking your card on holiday
> Peace of mind paying bills
>Unpaid Direct Debits
and standing orders
14
15
YOUR VIRGIN MONEY
DEBIT CARD
Your Virgin Money Debit Card offers a convenient way to access the money in your current
account. With your card, you can:
Making life easier when you shop
> Shop online, on the high street, over the phone and by post.
Your Virgin Money Debit Card offers an easy way to pay for things online, over the phone, in shops
and by post. It is a convenient alternative to carrying cash around.
>W
ithdraw up to £500 at a cash machine or over the counter at over 11,000 Post Office
branches nationwide.
You can use your debit card at most retailers, as long as they carry the Mastercard logo, and you can
spend up to the balance in your account. For the majority of your card transactions, we will check
there is enough money in your account immediately. If there is insufficient money in your account,
we may decline the payment. Please note, your debit card will not work if the card terminal is not
MasterCard
DEBIT
CARD - November
MasterCard
DEBIT CARD
- November
2016 2016
connected to the card network (e.g. on an airplane, boat, or some trains).
> Take out an additional £100 cashback at the till at participating retailers.
Please note that if you have a joint account, the £500 daily cash limit and the £100
cashback limit are shared between both account holders.
Your Personal Identification Number (PIN)
If you make payments over the phone or online, you will be asked for the 16 digit number and the expiry
date on the front of your card, and the 3 digit security number on the back of your card (see the
example below).
If you use your Virgin Money Debit Card at a cash machine or card terminal, you will be
asked to enter your PIN. This is a 4 digit number you use to authorise each debit card
transaction. A small number of retailers may not have Chip and PIN terminals and will ask
you to sign a paper receipt, so it is important to sign the back of your card as soon as you
receive it.
If found,
pleaseto
cut
card Money,
in two and
return
to Virgin
Money,
Jubilee House,
Gosforth,
Newcastle upon Tyne NE3 4PL
If found, please cut card in two
and return
Virgin
Jubilee
House,
Gosforth,
Newcastle
upon Tyne
NE3 4PL
- NOT VALID UNLESS SIGNED
AUTHORISED SIGNATUREAUTHORISED
- NOT VALIDSIGNATURE
UNLESS SIGNED
0345 600 61030345 600 6103
From outside the UK call:From outside the UK call:
+44 191 279 4604+44 191 279 4604
For important information on keeping your card secure and protecting your PIN,
see page 26.
4909
VALID
FROM
4909
VALID
FROM
EXPIRES
END
EXPIRES
END
myvirginmoney.com
myvirginmoney.com
Refer
to Virgin
Refer to Virgin Money plc for
conditions
ofMoney
use plc for conditions of use
Can I change my PIN?
Yes, you can change it at any time to a number you will find easier to memorise. You can
do this at most cash machines. Follow the simple instructions on screen, and remember to
avoid a number someone else can easily guess like 1234.
What happens if I enter my PIN incorrectly?
Card number
Expiry date
Security number
Regular debit card payments
2 your card details online, over
2
As well as purchases and cash withdrawals, you can also give companies
the phone or by post to set up regular payments for certain things (e.g. magazine subscriptions). You
will sometimes see these referred to as ‘continuous payment authorities’ or ‘recurring transactions’.
VM14305
-
VM14305
-
-
-
-
85mm x 55mm
85mm
DEBIT CARD
- CREST
x 55mm
DEBIT CARD - CREST
PIP
MAT
PIP
-
MAT
18.11.2016
-
18.11.2016
If you enter your PIN incorrectly three times at a retailer, your PIN will be ‘locked’. If you
know your PIN, you can use the ‘Unlock PIN’ option at a cash machine. If not, you can
request a PIN reminder at your local Virgin Money Store or call us on 0345 600 6103 or
+44 191 279 4604 from outside of the UK.
To cancel any regular payments you make with your card, please call us with the details at least
one business day before the payment is due. We also recommend you contact the company the
payments are made to and cancel the payments directly with them as well.
If you enter your PIN incorrectly three times at a cash machine, your card will be ‘locked’.
You need to call us or visit your local Virgin Money Store to request a PIN reminder. Once
you get this, you can use the ‘Unlock Card’ option at a cash machine to get your card up
and running again.
You can pay for items of £30 or less, quickly and securely without having to enter your PIN, simply hold
your card over the card reader. Look out for shops displaying the ‘contactless’ symbol.
* Charges will apply outside of the UK.
16
Contactless payments
To start using contactless payments, you may be asked to authorise your card by entering your PIN the
first time to use it. The terminal will also ask for your PIN after 7 contactless transactions in a row.
To find out more visit myvirginmoney.com/contactless
17
Convenient cash withdrawals
Peace of mind paying bills
Cash machines
Your Virgin Money Essential Current Account makes it easy for you to make payments from
your account to companies and individuals.
>Y
ou can use your debit card at most cash machines, giving you access to over 65,000
cash machines in the UK.
>Y
ou can use most machines free of charge. If there is a charge, you will be told about it
before your transaction goes ahead (this charge is made by the cash machine operator,
not Virgin Money).
Other ways to withdraw cash
>Y
ou can withdraw up to £2,000 over the counter at most Virgin Money Stores (you can
check if your local Store offers cash services at virginmoney.com).
> As a convenient alternative to using a cash machine or Virgin Money Store, you can also
take out cashback at the till from participating retailers. Cashback is limited to £100 per
day and is in addition to your daily cash limit. Retailers will have their own limit, which
may be lower than £100.
This means you can pay your bills (e.g. council tax, rent, electricity, water, phone) quickly and
easily, and make regular or one-off payments to friends or family members.
The most common ways to make payments from your account are by Direct Debit, standing
order and Faster Payment. But we can make payments by CHAPS and Bank Giro Credit too.
If you need to use this facility please contact us. You can also use your Virgin Money Debit
Card to pay a bill or make a one-off payment.
Direct Debit is the easiest way to pay regular bills. It lets you spread the cost and many
businesses offer a discount for paying by Direct Debit. Plus, your payments are backed by
the Direct Debit Guarantee, so you will get a refund if there are any errors.
For Direct Debits and standing orders, you need to have enough money in your account
before 2pm on the day the payment is due to be made.
>Y
ou can also withdraw up to £500 per day at a cash machine or over the counter at over
11,000 Post Office branches nationwide.
Payment type
Set up
When will the payment
arrive?
How do I cancel or amend it?
> You
can use your card to buy travellers’ cheques or foreign currency up to the balance in
your account.
Direct Debit - For regular bills
>With company
you are paying
Same day payment leaves
account
Contact the company,
or us, at least one business day
before payment is due
Standing order - For regular
payments to individuals
>In Store
>By post*
Usually within a few hours, but
no more than one business day
Contact us at least one business
day before payment is due
CHAPS transfer - For large,
urgent one-off payments (min
£250, £30 charge)
> In Store
> By post*
Same day if instructed before
4pm on a business day,
otherwise next business day
Contact us at least one business
day before payment is due
Faster Payment - For one-off
payments to individuals or
companies (max £100,000)
>By phone**
(max £10,000)
> In Store
> By post*
Usually within a few hours, but
no more than one business day
Contact us at least one business
day before payment is due
Bank Giro Credit - Alternative
way to make one-off bill
payments
>In Store, using
This will be shown on the Bank
tear-off slip on bill Giro Credit slip
Payment cannot be cancelled or
amended once submitted
Debit card - For bills and one-off
payments
>With company
you are paying
Contact the company, or us, at
least one business day before
payment is due
Taking your card on holiday
You can use your card for shopping and withdrawing cash overseas, wherever you see
the Mastercard logo.
> Outside the UK, you will be charged for using your card to withdraw cash (£1.50 per
transaction).
> We do not charge you if you use your debit card to make purchases outside the UK.
> The exchange rate for overseas transactions is determined by Mastercard on the day
they receive the transaction.
>P
lease tell us before you travel abroad to help avoid any issues with using your card while
you are away – you can call us on 0345 600 6103 or visit your local Virgin Money Store.
> It is also sensible to take other sources of money, not just your debit card.
18
This varies depending on the
company. They will be able to
let you know
When you set up a payment, remember to make sure you use the correct sort code and account
number for the company or individual you are paying. If either of these numbers are incorrect,
your money could be lost even if you have given us the correct name of the payee.
* Forms available to download at myvirginmoney.com
** If you have used the same payment details before, you can make the payment over the phone.
19
Unpaid Direct Debits and
standing orders
There may be times when we have to reject a Direct Debit or standing order payment
because you have insufficient funds in your account at 2pm on the day the payment is
due. We will not charge you for this. If a payment is rejected on your account, we will
write to you straightaway to let you know.
Please note, if there are several Direct Debits or standing orders due on the same day,
but not enough money in the account to pay all of them, we will always pay the smallest
ones first.
If you try to make a payment by Faster Payment or debit card when there is not enough
money in your account, the payment will simply be declined. We will not charge you
for this.
20
21
PUTTING YOU
IN CONTROL
> Checking your account
> Your monthly statement
> Online Service
> Keeping your account secure
> Joint accounts
> Making changes to your account
> Help when you need it
> Protecting your money
22
23
Checking your account
Online Service
You can view your balance online, on your mobile, at most cash machines and at Post Office
branches.
Getting started
You can also view your transaction history online and use Virgin Money Store cash
machines to get mini statements detailing your last five transactions.
Your monthly statement
We will send you a free paper statement each month, showing the transactions on your
account and a breakdown of any charges applied to your account.
You should check your statements carefully. If you think there is something wrong you
must let us know immediately so that we can correct any mistakes.
If you have not already registered for Online Service, it is quick and easy to do and means you
can view details of your Virgin Money Essential Current Account online, anytime. Just go to
myvirginmoney.com, select ‘Current accounts’, then ‘Register’ and follow the instructions.
After that, whenever you want to use Online Service, all you need to do is visit
myvirginmoney.com, select ‘Current accounts’ and enter your Customer ID, followed
by the security information we ask for.
What you can view online
Online Service is designed to help you keep track of all your transactions. Once you have
logged into myvirginmoney.com, you can:
> View your account balance.
> View your Direct Debits and standing orders.
>C
heck your last 12 months of transactions.
>C
hange your personal details (if you change your address, we will ask you to confirm this
in writing).
> S end us a secure message.
Please remember, you are unable to carry out any transactions (e.g. pay a bill) using
Online Service.
If you are unsure how to do something, you will find a lot of useful information available
on the site to help you. Alternatively, just give us a call. Please note, Online Services is only
available to residents in the UK.
24
25
Keeping your account secure
We take the security of your current account very seriously. We have measures in place to
make sure your information is protected, whichever way you choose to deal with us. But
there are also things you can do to help.
Taking care of your debit card
You must keep your Virgin Money Debit Card secure at all times:
> Never let your card out of your sight when using it.
> Only shop on secure websites carrying the locked padlock symbol.
> Carefully dispose of any card receipts or documents showing your card details.
> Keep an eye on your expiry date and contact us if a replacement card does not arrive at
least a week before it is due.
If you think your card has been lost or stolen, please call 0345 600 6103 or
+44 191 279 4604 from outside of the UK straightaway. You can use this number 24/7
to report lost or stolen cards.
Letters and statements
Letters we send to you, including your monthly statement, will contain information about
your account, so you should keep them safe or dispose of them securely.
If you are writing to us to request a service by post, please make sure you sign the letter.
Staying safe online
If you are registered to use Online Service, there are several security checks we make to
confirm your identity before you are able to access any information about your account.
These include asking for characters from your online password, your customer ID and
answers to your security questions.
There are also some things you can do to keep your online information protected:
> You should never give your password, customer ID or security answers to anyone else.
>C
hange your password frequently (you can do this when you are logged in).
> I f you are using Online Service in a public place (e.g. a cafe), never leave your PC
unattended, change your account details or let anyone watch you type.
>A
lways log out of Online Service when you have finished.
Protecting your PIN
We will send you a letter containing your PIN. You must keep your PIN secure at all times:
> Never tell anyone your PIN – no one should ever ask you for it.
> Always enter your PIN discreetly and shield it from view.
> Never write it down in a way that is obvious to others or keep it with your card.
> If you think someone has discovered your PIN, tell us straightaway.
We will never ask for your password or answers to your online security questions by
email, over the phone or in writing. If you get an email claiming to be from Virgin Money,
asking you to confirm your log-in details, please do not respond. Simply email it straight
to [email protected]
You can find more information about staying secure online in the technical help section
of our website when you are logged into myvirginmoney.com
Speaking to us in Store
If you are paying in cash at a Virgin Money Store, we will just need to know your 8 digit
account number (this is on the front of your Virgin Money Debit Card).
For other services in Store, we will ask to see photographic ID (e.g. a driving licence or
passport). If you do not have any photographic ID, please call us or speak to us in Store.
Getting in touch with us by phone
For your security we record all telephone calls. When you call us, we will ask you for some
basic personal details and a security question to confirm you are the account holder (this
question will vary depending on the information or service you ask for).
26
27
Joint accounts
Help when you need it
If you have a joint account, you will both have your own individual debit card and PIN, as
well as your own unique customer ID for Online Service, and you will have equal access to
your account. You can each pay in, withdraw money and request other services – so either
of you could withdraw the available balance. We will carry out our standard ID and security
checks whenever either of you contacts us by phone, in Store, by post or online.
We are always on hand to answer any questions you have and help you understand how
your current account works. You can speak to one of our team in Store or over the phone,
or send us a secure message by logging into myvirginmoney.com
At any time, either of you can ask us to restrict the account so we only accept instructions
that come from both of you. This means neither of you would be able to use your cards or
manage your account over the phone or online. The account will stay in joint names until
you both ask for it to be closed or changed to a single account in one of your names.
Please be aware, you are both responsible for getting the account back into credit if your
balance goes below £0. This means we can ask both of you to pay the full amount owed,
or we can ask you for the money individually. If one of you pays part of it, we can ask the
other for the balance. If necessary, we can take money from any other accounts either
of you hold with us and use it to repay the outstanding balance.
If either of you dies, the account will be transferred into the name of the other
account holder.
We also understand there may be times when money is tight and you could find yourself
getting into financial difficulties. At Virgin Money, we will do everything we can to help and
support you.
If you have any concerns about your account, please call us on 0345 600 6103 or if you
are outside of the UK +44 191 279 4604 and we can talk through the different options
available to you. We may get in touch with you if we notice any problems on the account
(e.g. we are regularly unable to make payments from your account).
You will also find lots of useful links at myvirginmoney.com, including contact details for
independent organisations like Money Advice Service, National Debtline and StepChange
Debt Charity (formerly the Consumer Credit Counselling Service).
The important thing is not to worry – just be open and honest with us and we will do
everything we can to help you.
Please note that if you have a joint account, the £500 daily cash limit and the £100
cashback limit are shared between both account holders.
Making changes to your account
If you need to change any of the details on your account (e.g. change your name or
address), the simplest way to do this is to speak to one of our team at your local Virgin
Money Store. Alternatively, you can download a ‘Change of details’ form from our website
to complete and send to us.
28
29
THE ACCOUNT
THAT GIVES
YOU MORE
> Your Lounge, your way
>Attractive offers from around
the world of Virgin
> Better banking as standard
30
31
Your Lounge, your way
We are on a quest to make banking better, and one way we are making that happen is by
opening up Lounges for our customers to enjoy. Designed to be a place to rest and relax
as you escape the hustle and bustle of the city, your new current account is the key to
exclusive access. Simply register online at myvirginmoney.com and take your Virgin Money
Debit Card and photographic ID to your nearest Virgin Money Lounge. One of our hosts will
give you a membership card, show you around and settle you in.
Refresh and recharge
As a Lounge member, you can recharge your batteries by sinking into one of our
comfy armchairs and enjoying a cup of coffee or tea on us, or choose from a range of
refreshments and snacks. You can watch TV to keep up with the latest news, and we have
the day’s newspapers and a selection of magazines and books for you to read. And if your
phone is running low on charge, you can top that up too – there are plenty of power points
to use while you sit back and relax.
Families and children
There is even a play area for the little ones in your life, equipped with colouring books and
crayons, and a games console so parents can take some time out while their children play.
And you can pop in anytime to use our customer toilets and baby changing facilities.
Community and events
Our Lounges are fast becoming a hub in the local community. As well as being a special
place for our customers to enjoy, we have established links with local charities and groups
who can use our facilities for free. We also put on exclusive events especially for our Lounge
members, from exhibitions and talks to book signings. Contact your nearest Lounge to find
out what events are taking place and to make your booking.
Business and pleasure
Every Lounge is fully wireless so you can surf the web on one of our iPads or your own
laptop. Want somewhere to hold an informal meeting? You are welcome to invite guests
along and find a spot where you can do some work, or talk with a colleague. And our
staff are always happy to help with any little emergencies, like printing off last minute
documents before a meeting.
Our Lounges are designed for relaxing, not banking, but if you do need to service one of
your Virgin Money accounts during your visit, just speak to one of our Lounge hosts.
Find your nearest Lounge at myvirginmoney.com – we look forward to welcoming you.
Attractive offers from
around the world of Virgin
Your current account gives you access to terrific offers from around the Virgin family and
beyond. That could mean a fantastic deal on a holiday, a one-off pampering day or a gym
membership, a good book or a great bottle of wine. Just go to myvirginmoney.com to find
the latest deals.
32
33
THERE’S MONEY
AND THERE’S
VIRGIN MONEY
At Virgin Money, we think that small changes can add up to make a big difference.
Especially when it comes to money. In our quest to make things better, we never
stop looking at how every bit of banking works. We know there are lots of things
we can change, however small – and together these changes will build a better
banking experience for customers.
We sweat the small stuff, because we know it makes a big difference. And sets us
apart as a bank. We believe in:
Making managing
your money easier
Helping you raise
more for charity
From savings accounts that don’t rely on
short-term bonus rates to super-flexible
pensions, our products make managing
your money that little bit easier.
Virgin Money Giving, our not-for-profit
fundraising website, helps everyone give
a little more to good causes.
Helping you make
the right choices
Using our expertise
to do some good
Our educational Three Minute Money
guides aim to give you the facts about
finance, helping make decisions about your
money a little easier.
We think banking should be about more
than interest rates and statements, that’s
why we use our expertise to do a little
good in the world, by helping charities,
communities and the environment.
Treating you as a person,
not a number
To read more about the changes we are
making to build a better bank, visit the
‘About us’ section at virginmoney.com
Our Stores and Lounges make the whole
experience a little more comfortable.
34
35
GETTING IN
TOUCH WITH US
In Store
Talk to our team at your local Virgin Money Store. Find your nearest Store at virginmoney.com
By phone
General enquiries
Call 0345 600 6103* or +44 191 279 4604 from outside the UK.
We are here from 8am to 8pm Monday to Friday, 8am to 4pm
on Saturdays and 10am to 3pm on Sundays.
Lost or stolen debit cards
Call 0345 600 6103* or +44 191 279 4604 from outside the UK straightaway.
You can use this number 24/7 to report lost or stolen cards.
*Calls to 03 numbers cost the same as calls to 01 or 02 numbers and they are included in inclusive
minutes and discount schemes in the same way. Calls may be monitored and recorded.
Online
Send us a secure message by logging into your account at myvirginmoney.com
By post
Write to us at:
Virgin Money
Current Accounts
Jubilee House
Gosforth
Newcastle upon Tyne
NE3 4PL
Can I get this guide in a different format?
If you need this guide in another format (e.g. braille, large print
or audio) please contact our Disability Awareness Team:
By email: [email protected]
By phone: 0191 279 5300**
By text phone: 0191 279 8505**
We are here from 9am to 5pm Monday to Friday.
These contact details are not for general enquiries.
** Calls are charged at your service provider’s prevailing rate and may be monitored and recorded.
Mastercard and the Mastercard Brand Mark are registered trademarks of
Mastercard International Incorporated.
Virgin Money plc – Registered in England and Wales (Company No. 6952311).
Registered Office – Jubilee House, Gosforth, Newcastle upon Tyne NE3 4PL.
Authorised by the Prudential Regulation Authority and regulated by the
Financial Conduct Authority and the Prudential Regulation Authority.
VM3302V8 (valid from 08.05.17)