Complaints Assistance

Virgin Money Credit Card 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.

  • 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?

    Our team will try to resolve your complaint immediately. Where this is not possible, our aim is to resolve your complaint within 5 business days.

    For complaints that are particularly complex or need investigation with other teams, more time may be required, we will advise you of the expected resolution date and keep you updated 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 request an independent review by the Credit Card Customer Advocate Office or the Australian Financial Complaints Authority (AFCA) on the details below.

    Our Credit Card Customer Advocate

    If, despite our best efforts, you feel the dispute resolution process was not fair, you remain unhappy or your complaint is not resolved within the appropriate timeframes you may contact our Customer Advocate to complete an independent review of your complaint.

    The Customer Advocate operates independently from our day-to-day business areas and acts as an advocate for our customers to improve our dispute resolution process. The Advocate is there to listen and ensure that we have reached a fair and reasonable outcome for you.

    You can contact our Credit Card Customer Advocate Office via email at customer.advocate@my.virginmoney.com.au or via post at: Credit Card Customer Advocate, GPO Box 204, Sydney NSW 2000

    Keep in mind, the Customer Advocate is unable to review complaints that have already been decided by an external dispute resolution body.

    Australian Financial Complaints Authority (AFCA)

    You can also contact the Australian Financial Complaints Authority (AFCA), an external dispute resolution service:

    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

  • 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/.