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Complaints Procedure

 

Step-by-step complaints procedure

If you’re not completely happy with our service, we’d like to hear about it – that way, we can do something to put it right. At Virgin one we do everything we can to make sure our customers get the best possible service. However, sometimes, we don’t get things right first time. When that happens, we always encourage you to tell us about your complaint, so that we can put matters right. We want to:
  • make it easy for you to tell us about your complaint
  • give your complaint the attention it deserves
  • resolve your complaint fairly without delay
  • make sure you are satisfied with how your complaint was resolved
 

How and where to complain

In order to handle your complaint as effectively as possible, it would be helpful if you could have:
  • Your account number and sort code
  • Your contact details, including daytime telephone numbers and a suitable time to contact you
  • What the complaint is about. Please include names and dates as these will help us with our investigation
  • Any impact this situation has had on you.
 

You can tell us about your complaint in the following ways:

In writing – address your letter to:
Customer Experience,
Virgin one,
Amsterdam Place,
Amsterdam Way,
Norwich,
NR6 6JA
By telephone – contact us on 0345 030 3657 (minicom 0800 027 1396). Our complaints team are available to help you 9am – 5pm Monday – Friday.
 

How long will it take?

We aim to resolve your complaint straight away. However if we have not been able to do so within one week, we will write to tell you:
  • why we have not yet resolved your complaint
  • who is dealing with your complaint
  • when we will contact you again
  • We will usually resolve most complaints within two weeks. If your complaint is particularly complex, it may take longer.
We will contact you regularly until your complaint has been resolved.
 

If we can’t reach an agreement with you

If we can’t agree an acceptable resolution to your complaint within eight weeks we will: send you a letter giving our reasons for the delay and an indication of when we expect to provide a decision

Or

issue the Bank’s decision letter, which will explain our final position.
 

The Financial Ombudsman Service

Our aim is to resolve all complaints internally. However if you are not satisfied with our resolution, or if eight weeks have passed since you first brought your complaint to our attention, you may have the right to refer your complaint to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued. You can write to them at:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Alternatively you can phone 0300 1239 123. Further helpful information can be obtained from visiting the Financial Ombudsman web site at www.financial-ombudsman.org.uk The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly.
We are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.
 
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