Complaints Assistance

Virgin Home and contents Insurance Customers

  • If you have a problem or need to make a complaint

    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, the best place to start is to contact our customer service team:

  • How long will it take?

    Our team will try to resolve your complaint immediately and will provide you with a unique reference number.

    If we are unable to resolve your complaint to your satisfaction, we will escalate it to our Customer Disputes Resolution Team for review.

    Our Customer Disputes Resolution Team will work together with you to try and resolve your complaint within 30 days.

  • If you’re not satisfied with the way your complaint is being managed

    If we are unable to finalise your complaint within 30 days, we will:

    • Let you know the reasons for the delay
    • Provide the contact details for the external dispute resolution scheme run by the Australian Financial Complaints Authority (AFCA)

    Additionally, if you are dissatisfied with our final decision, you can also contact AFCA directly.

    AFCA independently resolves disputes between financial service providers (like insurers) and their clients. AFCA’s decisions are binding which means that even if they aren’t in our favour, we must accept them. You have two years from when we make a decision on your complaint to take your complaint to AFCA.

    Our underwriting partner, Auto & General Insurance Company, are a signatory to the General Code of Insurance Practice 2020, which sets out guidelines and standards for insurers. Among other things, the code requires us to have in place a process for fairly and effectively resolving any complaints and disputes between us and you. Please visit codeofpractice.com.au for further information.

  • 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.