Financial Difficulty Assistance

Virgin Money Credit Card Customers

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

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.

Unsure of whether you are eligible to receive financial assistance? Please don’t hesitate to contact our team on 1800 255 304, from 9am-5pm, Monday - Friday (Sydney time) except public holidays.

Reward Me Home Loan Customers - For information on how we can assist you, please click here.

How can we assist?

How can we assist?

We’re here to help our customers whose personal circumstances have left them in a position where they can no longer meet their contractual financial obligations such as credit card repayments.

The types of support we may provide will be tailored to your individual needs. If your circumstances allow for hardship support our assistance could include;

  • Payment variations
  • Reduced payment plans
  • Reduced settlements

As your situation improves, you can contact us to discuss adjusting our support according to your needs.

How to apply or contact us

How to apply or contact our Financial Hardship team

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 team. 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 and once completed, email or post it to us along with the required supporting documents noted below.

Debt Management Solutions Team

1800 255 304
PO Box 3453 Sydney NSW 2001

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’re here to help.

Supporting Documents

Please ensure you include supporting documents along with the Personal Financial Summary form to enable Virgin Money to assess your situation properly.

Examples of required supporting documents are:

Reason for Hardship Documents required
Medical Conditions
  • Doctors Certificate or
  • Medical report or
  • Centrelink Disability Statement or
  • Work Cover Certificate or
  • Hospital Report or
  • Copy of medical related bill(s)
Reduction In Income
  • Current payslip or
  • Payslip prior to income reduction or
  • Centrelink Statement or
  • Current year and prior years tax return or
  • Letter from Accountant confirming income reduction
Unemployment / Redundancy
  • Centrelink Statement or
  • Separation certificate from employer
Divorce / Separation
  • Court documents supporting divorce or
  • Letter from solicitor
Property Settlement / Pending funds
  • Copy of Contract of Sale or
  • Letter from Real Estate verifying property has sold / is on the market or
  • Copy of property advertisement
  • Letter from solicitor confirming incarceration, and length of incarceration or
  • Police or Court report confirming incarceration or
  • Letter from a Justice of Peace confirming incarceration, and length of incarceration
Unexpected Expenses / Over commitment
  • Statements from other debtors reflecting balance and Min due or
  • Copy of unexpected bill(s) or
  • Copy of current payslip
Consolidation / Refinance
  • Copy of finance approval or pre-approval letter
Loss of Rental Income
  • Letter from Real estate agent confirming recent rent income loss
Death in Family
  • Copy of expenses incurred (e.g. funeral costs)
Natural Disaster
  • No documents required.

Please provide any other additional documentation you feel supports your application for financial hardship.

We may ask for further supporting documentation depending on your circumstances.

Already applied?

Already applied?

After we receive your application, our Financial Hardship Team will assess your application to determine eligibility and solutions, and will contact you to discuss the next steps.

During this time, if your circumstances change or you want to discuss your application you can contact our Financial Hardship Team on 1800 255 304 from 9am-5pm, Monday - Friday (Sydney time) except public holidays.

More Information

You can get free independent counselling and advice from a Financial Counsellor.

For a comprehensive listing of Financial Counsellors please visit the FCA website:

To talk to a Financial Counsellor by phone (or for referral) call 1800 007 007 from anywhere in Australia.

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

For Financial Counsellors

Contact Debt Management Solutions on:
9am-5pm, Monday - Friday (AEST) except public holidays
1800 100 823