Let us know straight away
At Virgin Money, we recognise that 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 calling our Customer Care Team on
Credit Cards
- Call us on 13 37 39
Monday to Friday 8am – 8pm (AEDT)
Saturday 9am – 5pm (AEDT)
Excluding public holidays.
- Secure chat in the Virgin Money app:
Profile > Help & Support > Contact us
What we’ll do next:
When you make a complaint, we’ll let you know we’ve received it. This may be when we first speak to you or within one business day if we receive your complaint in writing.
We aim to resolve complaints immediately or within five business days. If we need more time, we’ll keep you informed of progress and tell you:
• which team will handle your complaint
• how you can contact them.
Easy English Complaints Guide
Easy English is a writing style developed to provide short and simple information for people with low literacy. The Guide is written in a way that is easy to read. We use some pictures to explain how to make a complaint.
Interpreter Support
If English is not your first language and you would like an interpreter to support you on the call, please let us know.
We use the Translations and Interpreting Service (TIS National) and can arrange a qualified interpreter to assist free of charge (subject to availability).
Accessibility
We want it to be easy for you to contact us and make a complaint.
If you need extra assistance, please visit our Accessibility page for options including National Relay Services and teletypewriter options.
If you’re not satisfied with the way your complaint is being managed
If you’re not satisfied with the response provided, you can refer your complaint to our dedicated Customer Relations Team via email CAU@my.virginmoney.com.au or via post at: Virgin Money Customer Relations, GPO Box 5208, Sydney NSW 2001.
We also have a Customer Advocate whose role is to advise and guide our front line teams on matters which are sensitive in nature, or where guidance is needed to resolve complex issues fairly and quickly.
Sending us feedback or a complaint via email
To assist our teams with their investigation, the following information should be included if available:
- Full Name of the account holder/s
- The product or service the feedback/complaint relates to
- A summary of your feedback/complaint
- What you would like to happen next and/or the outcome you are looking to achieve
- Any detail of who you have spoken with (if anyone) to have this matter resolved
Important to note: Please do not put any personal information in the email such as account numbers, DOB, mothers’ maiden name etc.
How long will it take?
If your complaint is about financial hardship, a default notice, or a request to postpone enforcement proceedings we aim to respond to your complaint within 21 days. For all other complaints, we aim to respond within 30 days.
In some exceptional cases we may not be able to respond to you within the required time. If this happens, we’ll explain why, and tell you when you can expect our response.
When we’ll send you a written response
We’ll always confirm the outcome to your complaint in writing if:
· it takes us more than five business days to resolve your complaint, or
· your complaint is about financial hardship, or
· at any stage you ask us to.
If you remain unsatisfied with the outcome of your complaint
If you remain unsatisfied with the outcome of your complaint after it has been reviewed by our Customer Relations Team, you can contact the Australian Financial Complaints Authority (AFCA).
Australian Financial Complaints Authority (AFCA)
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
We also have a Customer Advocate whose role is to advise and guide our front line teams on matters which are sensitive in nature, or where guidance is needed to resolve complex issues fairly and quickly.
Compliance under the Banking Code of Practice is monitored by The Banking Code Compliance Committee (BCCC). You can report any breaches of the code directly to the BCCC. For more information, visit their website https://www.ccmc.org.au/contact-us/.
You can make a Complaint about our Banking Services or our compliance with the Code. Our Complaints resolution process will comply with ASIC Regulatory Guide RG 271: Internal dispute resolution. If that Regulatory Guide does not apply to you, we will act as though it does. ASIC Regulatory Guide RG 271 is available on ASIC’s website and can be accessed via the ASIC Website.
To view or download a copy of the Banking Code of Practice please visit The Banking Code - Australian Banking Association