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Virgin Money plc
Legal entity: Virgin Money plc
Group: Virgin Money
FCA register status: No longer authorised — the FCA’s own status for this firm reference, not our finding. See the FCA’s own record on the Financial Services Register.
Companies House 06952311, incorporated July 2009
410banking decisions
25.4%uphold rate
306not upheld
Beyond banking
The figures above cover this firm’s banking, credit and mortgage decisions only. The Ombudsman also decided complaints about it in other sectors, which behave differently and are kept separate rather than averaged in.
| Sector | Decisions | Uphold rate |
|---|---|---|
| Banking, credit and mortgages — shown above | 410 | 25.4% |
| Investments and pensions | 14 | — |
What this firm loses on
| Issue | Decisions | Upheld | Uphold rate |
|---|---|---|---|
| Complaint handling | 80 | 29 | 36.3% |
| Interest and rates | 77 | 14 | 18.2% |
| Charges and fees | 72 | 15 | 20.8% |
| Mortgage administration | 64 | 17 | 26.6% |
| Service failure | 58 | 23 | 39.7% |
| Card dispute or chargeback | 43 | 18 | 41.9% |
| Credit file reporting | 43 | 16 | 37.2% |
| Irresponsible lending | 22 | 0 | 0.0% |
| Product mis-sold | 22 | 3 | 13.6% |
| Payment delayed or failed | 20 | 10 | 50.0% |
| Account closed or refused | 19 | 7 | 36.8% |
| Support for vulnerable customers | 17 | 8 | 47.1% |
| Treatment in financial difficulty | 14 | 3 | 21.4% |
| Funds blocked or frozen | 13 | 6 | 46.2% |
The official record
What the firm itself reports to the regulator, scoped to banking and credit complaints only. This is a different measure from the decisions above — it covers all complaints a firm received, not only those that reached an ombudsman. Firms report on periods set by the regulator, which are not always the calendar half-year the file was published under (shown below where they differ). No period-over-period change is calculated here — these are the reported figures only. See the scorecard for all three measures side by side.
| Source | Period | Upheld | Opened | Closed | New cases |
|---|---|---|---|---|---|
| FCA | 2019-H2 01 July 2019 to 31 December 2019 | 57.2% | 6,360 | 5,606 | — |
| FCA | 2019-H1 01 January 2019 to 30 June 2019 | 57.7% | 11,875 | 11,504 | — |
Context
Current account switching
Net customers gained or lost through the switching service.
| Quarter | Gains | Losses | Net |
|---|---|---|---|
| Q1-2026 | 5,244 | 11,973 | -6,729 |
| Q4-2025 | 5,650 | 11,767 | -6,117 |
| Q2-2025 | 2,204 | 5,901 | -3,697 |
| Q1-2025 | 1,985 | 5,338 | -3,353 |
Decisions are attributed to a firm only where the decision text names it unambiguously. Where a name could refer to more than one firm, the decision is left unattributed rather than guessed, so these counts are a floor, not a total. Method.