Current service levels

Keep up to date with Virgin Money for intermediaries

We are committed to getting offers to your customers as soon as we can - in fact within 10 working days of receiving a fully packaged application. If we don't meet this SLA, we will give your customer £100. Terms and conditions apply document opens in a new window/tab.

Our current national service levels
- Last updated 13/08/2020


The average time it takes from application to an Offer being issued

We prioritise and work on cases with oldest items outstanding but once a case is open for review all received items of post, valuations and other information are assessed together irrespective of date received.

Our regional service teams

BDM Regions North team London team South team West team

Help us to help you

In all cases please ensure that all supporting documentation is provided up front when you submit your application. These requirements will be outlined in full on the Decision Certificate and will usually include items such as:

  • Income Verification documents (Payslips and a P60 for each applicant)
  • A signed Declaration and Direct Debit details

Track individual cases

You can track the progress of an individual case on Virgin Money Online and we also provide you with individual email updates as your client's case progresses.