Complaint Assistance

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

What we’ll do next:

When you make a complaint, we’ll let you know we’ve received it. This may be when we first speak to you or within one business day if we receive your complaint in writing.

We aim to resolve complaints immediately or within five business days. If we need more time, we’ll keep you informed of progress and tell you:

• which team will handle your complaint
• how you can contact them

If you’re not satisfied with the response provided, you can refer your complaint to our dedicated Customer Resolutions Team via email customerresolutions@cards.virginmoney.com.au or via post at:

Virgin Money Customer Resolutions, Reply Paid 2870, Melbourne VIC 8060

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.

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 30 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 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/.

You can make a Complaint about our Banking Services or our compliance with the Code. Our Complaints resolution process will comply with ASIC Regulatory Guide RG 271: Internal dispute resolution. If that Regulatory Guide does not apply to you, we will act as though it does. ASIC Regulatory Guide RG 271 is available on ASIC’s website and can be accessed via the ASIC Website.

To view or download a copy of the Banking Code of Practice please visit The Banking Code - Australian Banking Association