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Intermediary support

If at any time you need assistance, please contact us
Regional Service Teams

For any queries relating to pre and post application, call your dedicated Regional Service Team.

New Build0345 600 1477*
North0345 600 1706*
South0345 601 0680*
East0345 606 0301*
West0345 605 7025*

Your dedicated Regional Service Team are policy experts and have access to underwriters. Call them if you have a query about any of the following:

  • New business criteria enquiries
  • Declined decision in principles or applications
  • A loan amount generated
  • An application already submitted
  • Help or support with our online application system Virgin Money Online (VMO)
  • Product transfers on an existing Virgin Money mortgage

For Lending Policy or product queries, you can also chat to us online. We’re available to chat 9.00am to 5.30pm Monday to Friday, excluding Bank Holidays.

*Lines are open 8.30am to 6pm Monday to Friday, excluding Bank Holidays. Calls to 03 numbers cost the same as calls to 01 or 02 numbers and they are included in inclusive minutes and discount schemes in the same way. Calls may be monitored and recorded.

VMO Case Tracking

Get the information you need without having to make a call.

The information available to our dedicated Regional Service Teams will be the same information available to you via case tracking on VMO and we'll continue to send updates on your cases via email up to 3 times a day, so you'll always be up to date.

To ensure that you receive email case updates login to VMO and select 'Actions' and 'Change Details'. You can also set up an Administrator with access to your emails or even to progress cases on your behalf via 'Actions' and 'Register'.

If you want to change any of your personal details, please access the Amendment form.

Documentation

We now accept scanned copies of all supporting documentation to help speed up the mortgage application process for you and your clients.

Digital copies of all supporting documentation such as income verification, ID and proof of residence can all be e-mailed straight to docs@virginmoney.com for new business applications and ptdocs@virginmoney.com for product transfer applications or faxed to 0345 603 5885.

Help us to help you by ensuring that documents are complete, certified and signed as a true copy and include the applicant(s) name and application number.

You can also view our helpful hints for submitting documents.

Policy Queries

Our lending policy is available for you to search online.

Procuration Fee Queries

If you have any queries regarding your Procuration Fee please contact us by emailing procuration.fees@virginmoney.com.