Complaints Assistance

Virgin Money Credit Card Customers and Online Saver account customers

  • 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 13 37 39.

  • 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?

    We will try to resolve your complaint quickly and fairly, however some complaints do take more time than others. If we anticipate that your complaint will take longer than 21 days to resolve, we will contact you within this time to provide you with an update on our progress. 

  • 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/.