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As you can imagine, we're working hard to help all of our customers who have been impacted by Covid Coronavirus. Rest assured, we are currently contacting all customers whose holidays have been affected. Our team are available Monday to Friday 9am - 7pm, Saturday 9am — 6pm, and Sunday 10am - 6pm. If we think anything is going to interfere with your holiday, we'll make sure you know about it. The latest advice and information can be found on our travel updates .
Smart suggestions and inspirational ideas from experts to help you plan the big decisions in your life. If you're worried about the impact of coronavirus on you or your business, we want to reassure you that we're here to help. Our help section has the latest information about how we can support you and will be regularly updated as the situation changes.
Our priority is to protect our services for those customers that need us most so we ask that if your visit or call is not urgent, you leave the way clear for to us help them first. Our Online Service is available as usual. As more of our colleagues become personally affected by the coronavirus situation, we have had to make some changes to our call centre opening hours. We'll keep this updated as the situation changes and you can also follow us on social media for regular updates.
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Call them if you have a query about any of the following:. For more information please visit virginmoneyforintermediaries. Calls to 03 s cost the same as calls to 01 or 02 s and they are included in inclusive minutes and discount schemes in the same way. Calls may be monitored and recorded. At Virgin Money we are virgin chat online to providing a service of the very highest standard. 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. By : You can by at customerrelations virginmoney. However you choose towe will aim to resolve the issue straight away.
Where we can reach an agreement to your complaint within 3 days, Monday to Friday, we will write to you to confirm we have resolved the issue.
Where you are not satisfied with our final response, where you are eligible, you will have the right to refer your case to the Financial Ombudsman Service FOS. Information about our complaint volumes is available on our internal complaints. We aim to resolve any concerns you raise with us internally.
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However, where you are not satisfied with our final response, you have the right to refer your case to the Financial Ombudsman Service. Phone: Free for people phoning from a fixed line for example, a landline at home. Web: www. However, if you are not satisfied with our final response and your complaint is not eligible for the Financial Ombudsman Service, you may be able to have your complaint reviewed by the Business Banking Resolution Service BBRS.
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Make a complaint How to make a complaint. We will aim to respond to your complaint within eight weeks.
If there is a delay we will keep you updated on our progress. Once we have completed our investigation we will send you our final response letter. This will confirm our decision on your complaint, what we will do to put things right and information about the Financial Ombudsman Service. Internal complaints volumes Information about our complaint volumes is available on our internal complaints.
Financial Ombudsman Service. Contact details for the Financial Ombudsman are as follows: Address Financial Ombudsman Service Exchange Tower London E14 9SR Phone: Free for people phoning from a fixed line for example, a landline at home 9 Free for mobile phone users who pay a monthly charge for calls to s starting 01 or 02 : complaint.