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Virgin Money

Will Virgin Money refund scammed money?

It depends on how and when you paid. Here is how the refund rules apply to your Virgin Money account, what the official figures show, and how to claim.

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What is APP fraud?

Authorised push payment (APP) fraud is when you are tricked into sending money yourself, for example by bank transfer, to an account controlled by a criminal. Because you authorised the payment, it is treated differently from money taken without your permission.

If money left your Virgin Money account without your permission, for example after a stolen card, a hacked account or a SIM swap, that is an unauthorised payment. Virgin Money should normally refund it promptly unless it can show gross negligence or fraud.

Common APP scams

What changed in October 2024

From 7 October 2024, reimbursement stopped being voluntary. Virgin Money, like every UK payment firm offering Faster Payments and CHAPS, must follow the same rules.

Up to £85,000

Most victims of APP fraud must be reimbursed, up to £85,000 per claim.

13 months to report

You need to report the fraud within 13 months of the last payment.

A quick decision

Refunds should normally be paid within five business days, with limited exceptions.

Up to £100 excess

A bank may deduct up to £100, but not if you are a vulnerable customer.

Full guide to the money-back rules

When Virgin Money is likely to refund you, and when it may not

These are the tests every bank applies under the rules. How strictly they are applied is where banks differ.

A refund is more likely if

  • You were deceived into making the payment.
  • You reported it quickly, and within 13 months.
  • The payments were unusual for your account and Virgin Money did not step in.
  • Any warnings you saw were generic rather than specific to your situation.
  • You were vulnerable at the time, for example because of illness or bereavement.

Virgin Money may refuse if

  • You ignored clear, specific warnings from the bank or the police (gross negligence).
  • The payment went to another account in your own name, such as a crypto exchange.
  • It was a private dispute with a genuine seller, not a scam.
  • The payment was international, by card, or made before 7 October 2024 (other rules apply).
  • You reported it more than 13 months after the last payment.

How Virgin Money compares

Before the mandatory rules, refunds depended heavily on which bank you used. This chart shows the share of reported APP scam losses each of the 14 largest banking groups refunded in calendar year 2023.

Clydesdale, Virgin Money ranked 7 of 14, refunding 68% of losses by value.

Source: Payment Systems Regulator, APP fraud performance data (2023), published Aug 1, 2024. Past figures do not predict how any individual claim will be decided.

Share of APP scam losses refunded, by value, 2023
  • TSB 88% TSB
    88% of losses refunded
    95% of cases fully, 3% partly reimbursed
  • Nationwide 87% Nationwide
    87% of losses refunded
    96% of cases fully, 3% partly reimbursed
  • HSBC, First Direct 76% HSBC, First Direct
    76% of losses refunded
    81% of cases fully, 4% partly reimbursed
  • NatWest, RBS, Ulster Bank 76% NatWest, RBS, Ulster Bank
    76% of losses refunded
    89% of cases fully, 3% partly reimbursed
  • Santander 73% Santander
    73% of losses refunded
    69% of cases fully, 19% partly reimbursed
  • Barclays 72% Barclays
    72% of losses refunded
    82% of cases fully, 12% partly reimbursed
  • Clydesdale, Virgin Money 68% Clydesdale, Virgin Money
    68% of losses refunded
    73% of cases fully, 4% partly reimbursed
  • Lloyds, Bank of Scotland, Halifax 55% Lloyds, Bank of Scotland, Halifax
    55% of losses refunded
    71% of cases fully, 13% partly reimbursed
  • Co-operative Bank 49% Co-operative Bank
    49% of losses refunded
    55% of cases fully, 16% partly reimbursed
  • Starling 48% Starling
    48% of losses refunded
    72% of cases fully, 4% partly reimbursed
  • Metro Bank 46% Metro Bank
    46% of losses refunded
    72% of cases fully, 11% partly reimbursed
  • Monzo 17% Monzo
    17% of losses refunded
    9% of cases fully, 6% partly reimbursed
  • Danske Bank 13% Danske Bank
    13% of losses refunded
    7% of cases fully, 8% partly reimbursed
  • AIB 9% AIB
    9% of losses refunded
    3% of cases fully, 1% partly reimbursed
View as table
Banking groupLosses refundedCases fully reimbursedPartly reimbursed
TSB88%95%3%
Nationwide87%96%3%
HSBC, First Direct76%81%4%
NatWest, RBS, Ulster Bank76%89%3%
Santander73%69%19%
Barclays72%82%12%
Clydesdale, Virgin Money68%73%4%
Lloyds, Bank of Scotland, Halifax55%71%13%
Co-operative Bank49%55%16%
Starling48%72%4%
Metro Bank46%72%11%
Monzo17%9%6%
Danske Bank13%7%8%
AIB9%3%1%

What this means for you now

If your payments were made on or after 7 October 2024, the old differences between banks matter much less: Virgin Money must reimburse most APP fraud victims under the same rules as everyone else.

If your payments were earlier, Virgin Money will assess them under the rules at the time, including the voluntary CRM Code where it applied. Those claims are more often disputed, and the ombudsman is an important safeguard.

Not sure which rules apply to you?

Choose how and when you paid and see which protections might cover you.

Check which rules apply

How to claim from Virgin Money

  1. Call the fraud line straight away

    Use the number on the back of your card or on Virgin Money's official website, never a number given to you in a call or message.

  2. Make a formal complaint in writing

    List every payment, explain how you were deceived and ask to be reimbursed. Keep a copy.

  3. Wait for the final response

    Virgin Money must reply within set timescales. If it doesn't, or you disagree, you can escalate.

  4. Refer it to the ombudsman

    The Financial Ombudsman Service is free and independent. You normally have six months from the final response.

What to prepare

A clear record makes your claim with Virgin Money faster and harder to dismiss.

A couple going through their bank statements at home.
  • Virgin Money statements showing every payment
  • Messages, emails and call logs with the scammer
  • Website, app or platform names and addresses
  • Account or wallet details you paid to
  • Any warnings Virgin Money showed you
  • Police or fraud report reference
  • Letters or emails from Virgin Money
  • A short timeline in your own words

Questions about Virgin Money claims

Will Virgin Money refund me if I was scammed?

If you were tricked into sending money by Faster Payments or CHAPS on or after 7 October 2024, Virgin Money must reimburse you in most cases, up to £85,000 per claim, as long as you report it within 13 months. Earlier payments and other payment types are assessed under different rules.

How long does Virgin Money take to decide?

Under the reimbursement rules, banks should normally decide and pay within five business days of a claim, but can take longer if they need more information. A formal complaint can take a few weeks.

What if Virgin Money says I was grossly negligent?

Gross negligence is a high bar. It usually means ignoring clear, specific warnings, not simply being deceived by a convincing scam. Ask for the reasons in writing and challenge them through the Financial Ombudsman Service if you disagree.

Can I complain about Virgin Money to the ombudsman?

Yes. Once Virgin Money has sent its final response, or if it has not responded in time, you can refer your complaint to the Financial Ombudsman Service. It is free, and you normally have six months from the final response.

Do I need a claims company to claim from Virgin Money?

No. You can claim from Virgin Money and go to the ombudsman yourself for free. Some people prefer help with the evidence and the process, which is what we offer.

Want help with your Virgin Money claim?

Tell us what happened. The first review is free, and we'll tell you honestly if you don't need us.

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We are not affiliated with or endorsed by Virgin Money. This page is general information, not legal advice. Rules can change; check the current position with your bank or the regulator.