Complaints Assistance

Virgin Money Super 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, then please make sure you call our helpline on 1300 652 770 or write to us at:

    Complaints Officer
    GPO Box 4303
    Melbourne VIC 3001

  • How long will it take?

    We will acknowledge your complaint as soon as possible. We will inform you in writing of the outcome of your complaint within 30 days of a decision being made. We’ll endeavour to deal with your complaint completely within 90 days of receiving it. In the event it takes longer than 90 days, you can make a request in writing for the reasons why a decision has not yet been made, which we must generally respond to within 28 days.

    If it takes longer than 90 days you are also able to refer your complaint to an external dispute resolution scheme – refer details below.

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

    If you are not happy with the way your complaint has been handled, or with its outcome, you are able to complain to the Australian Financial Complaints Authority (AFCA).

    Online: 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

    AFCA provides a fair and independent complaint resolution service that is free to consumers. There are some time limits for lodging certain complaints with AFCA. This includes complaints about the payment of a death benefit, which you must lodge with AFCA within 28 days of being given our written decision. For more details about referring a complaint to AFCA, how AFCA handle complaints, and time limits that may apply, contact AFCA directly.

  • 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/.