This article is for the following products:
As soon as a transaction clears onto your account, you can raise a dispute claim. Disputes can be raised for different reasons, including:
• You didn’t receive the goods or services you paid for
• The retailer has gone into administration before you received what you paid for (e.g., flights, holidays, furniture)
• The goods you received do not match the description
The first thing you’ll need to do is get in touch with the retailer. This is usually the quickest way to resolve any issues. If you can’t contact the retailer or are unhappy with their outcome, let us know by filling out our online form. We’ll try to help wherever possible.
Alternatively, you can raise a claim by writing to us at:
Virgin Money Credit Card address: PO Box 10234, Wigston, LE18 9FA
Virgin Atlantic Credit Card address: PO Box 10609, Wigston, LE18 9FA
Please include a covering letter with the following information:
• Your Virgin Money or Virgin Atlantic Credit Card number
• Amount and date of the disputed transaction
• Name of the retailer and details of your purchase or transaction
• Reason for your refund request
Please include any relevant documents to help with your claim:
• Receipts or invoices confirming the transaction
• Emails with the retailer showing how you’ve tried to resolve things
You can usually expect to hear from us around 4 weeks after submitting your claim.
If a transaction shows as pending, we’re not able to raise a dispute with the retailer on your behalf. You can find more information about pending transactions here.