Hardship Assistance

Financial Hardship Assistance

If you are concerned about your financial position and feel that you are struggling or may struggle to meet your financial commitments, we may be able to assist you.

Virgin Money understands that peoples' circumstances change; you might have been made redundant, lost a source of income, suffered an illness or experienced loss or difficulty due to a natural disaster.

We have a dedicated Customer Assistance Team which is there to assist customers who are experiencing financial difficulty in meeting their commitments.

If you would like further information on how we may be able to assist you if you are experiencing financial difficulty in meeting your commitments or would like assistance with completing an application, please call the toll-free hotline number listed below and speak to one of our Customer Assistance Team members. Alternatively, you can complete a paper application and submit it directly to our team using the contact details below.

Download the Hardship application form for assistance with financial difficulty.

8.30am - 5pm Monday to Friday (AEST)
1800 701 997
Email CustomerAssistanceTeam@virginmoney.com.au
Hardship Department
GPO Box 898
Brisbane QLD

For credit card hardship assistance please contact the hotline number: 1800 255 304

It's important that you contact us as soon as possible if you're having difficulties making your repayments and tell us about your situation. We are here to help.

How can we assist?

The assistance that we will offer will depend on your personal circumstances and what you can afford at this time. We will review and consider any reasonable and mutually acceptable proposal you suggest.

Hardship assistance is approved on a temporary basis, provided that we reasonably expect that you will be in a position to meet your financial obligations following our assessment and in the future.

Assistance may include options such as:

  • Temporary deferral of loan repayments
  • Extending the term of the contract and reducing the contracted monthly repayment
  • Providing interest only repayment options

Redraw Options

If you've been paying more than the scheduled repayments into your home loan you might be able to access these funds via a redraw. To find out more about this you can contact our Customer Care Team on 13 81 51.

Making payments

Automated payments that have been created as a transfer order or from an external institution will remain in place. It’s important to continue to make repayments to your loan or credit card whilst your application for financial assistance is being considered.

More Information

You may find the following websites helpful, which provide information on managing your money.