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Intermediary support

If at any time you need assistance, please contact us

Coronavirus update

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 page updated as the situation changes and you can also follow us on social media for regular updates.

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*
London0345 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 8:30am to 5:30pm Monday to Friday, excluding Bank Holidays.

* Lines are open 8:30am to 5:30pm 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.

Copies of all supporting documentation such as income verification, ID and proof of residence should be sent to us using one of four options:

  • You will be prompted within VMO to upload your documents once you have submitted your application.
  • You can upload supporting documents to VMO at any time once your application has been submitted.
  • Use the Secure Document Transfer link which we will email to you following completion of an application. Secure Document Transfer links are unique and case specific and should only be used to upload supporting documents for the case referenced in the email you receive.
  • Use the existing unsecure method by emailing your documents to docs@virginmoney.com for new business and PTdocs@virginmoney.com for product transfer business.
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.