{ "meta" : { "LastUpdated" : "2026-02-03T11:07:34.999Z", "TotalResults" : 0, "Agreement" : "Use of the APIs and any related data will be subject to the terms of the Open Licence and subject to terms and conditions", "License" : "https://www.openbanking.org.uk/open-licence", "TermsOfUse" : "https://www.openbanking.org.uk/terms-conditions/" }, "data" : [ { "Brand" : [ { "BrandName" : "VM", "PublicationDate" : "2026-02-15", "MeasurementPeriodStartDate" : "2025-10-01", "MeasurementPeriodEndDate" : "2025-12-31", "Notes" : "Virgin Money Service Quality Metrics for Personal Current Accounts", "ServicesMatterAvailability" : { "ServicesMatterAvailabilityDetails" : [ { "MatterType" : "CheckBalanceTransaction", "24HourHelp" : "Yes", "ServiceMatterAvailabilityMethod" : [ { "MatterMethodType" : "Telephone Banking", "24HourAvailable" : "Yes", "ServiceLevelDescription" : "Automated Telephone Banking: Monday to Sunday 24 hours; Customer Services: Monday to Saturday 0700 - 2100 and Sunday 1000 - 1700" }, { "MatterMethodType" : "Online Banking", "24HourAvailable" : "Yes", "ServiceLevelDescription" : "Let's Chat Virtual Assistant: Monday to Sunday 24 hours;Let's Chat Live Support: Monday to Saturday 0600 - 2200 and Sunday 0900 - 2000" }, { "MatterMethodType" : "MobileBanking", "24HourAvailable" : "No", "ServiceLevelDescription" : "Let's Chat Virtual Assistant: Monday to Sunday 24 hours;Let's Chat Live Support: Monday to Saturday 0600 - 2200 and Sunday 0900 - 2000", "Note" : "[1] This is a list of common queries. 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[4] We are closed on 25 December, 26 December and 1 January." } ] }, { "MatterType" : "SendingMoneyWithinUK", "24HourHelp" : "Yes", "ServiceMatterAvailabilityMethod" : [ { "MatterMethodType" : "Telephone Banking", "24HourAvailable" : "Yes", "ServiceLevelDescription" : "Automated Telephone Banking: Monday to Sunday 24 hours; Customer Services: Monday to Saturday 0700 - 2100 and Sunday 1000 - 1700" }, { "MatterMethodType" : "Online Banking", "24HourAvailable" : "Yes", "ServiceLevelDescription" : "Let's Chat Virtual Assistant: Monday to Sunday 24 hours;Let's Chat Live Support: Monday to Saturday 0600 - 2200 and Sunday 0900 - 2000" }, { "MatterMethodType" : "MobileBanking", "24HourAvailable" : "No", "ServiceLevelDescription" : "Let's Chat Virtual Assistant: Monday to Sunday 24 hours;Let's Chat Live Support: Monday to Saturday 0600 - 2200 and Sunday 0900 - 2000", "Note" : "[1] This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, or of queries you can raise in one of our branches. [2] Other Help and Support is available online here This gives you further information about our current account including our application process, ways of banking and managing your account. You will also find further information about our online and mobile banking services. [3] If you wish to speak to an appropriately trained member of staff about these queries, contact details are available within the app or use the telephone numbers within the table. [4] We are closed on 25 December, 26 December and 1 January." } ] }, { "MatterType" : "SendingMoneyOutsideUK", "24HourHelp" : "Yes", "ServiceMatterAvailabilityMethod" : [ { "MatterMethodType" : "Telephone Banking", "24HourAvailable" : "Yes", "ServiceLevelDescription" : "Automated Telephone Banking: Monday to Sunday 24 hours; Customer Services: Monday to Saturday 0700 - 2100 and Sunday 1000 - 1700" }, { "MatterMethodType" : "Online Banking", "24HourAvailable" : "Yes", "ServiceLevelDescription" : "Let's Chat Virtual Assistant: Monday to Sunday 24 hours;Let's Chat Live Support: Monday to Saturday 0600 - 2200 and Sunday 0900 - 2000" }, { "MatterMethodType" : "MobileBanking", "24HourAvailable" : "No", "ServiceLevelDescription" : "Let's Chat Virtual Assistant: Monday to Sunday 24 hours;Let's Chat Live Support: Monday to Saturday 0600 - 2200 and Sunday 0900 - 2000", "Note" : "[1] This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, or of queries you can raise in one of our branches. [2] Other Help and Support is available online here This gives you further information about our current account including our application process, ways of banking and managing your account. You will also find further information about our online and mobile banking services. [3] If you wish to speak to an appropriately trained member of staff about these queries, contact details are available within the app or use the telephone numbers within the table. [4] We are closed on 25 December, 26 December and 1 January." } ] }, { "MatterType" : "PayingInCheque", "24HourHelp" : "Yes", "ServiceMatterAvailabilityMethod" : [ { "MatterMethodType" : "Telephone Banking", "24HourAvailable" : "Yes", "ServiceLevelDescription" : "Automated Telephone Banking: Monday to Sunday 24 hours; Customer Services: Monday to Saturday 0700 - 2100 and Sunday 1000 - 1700" }, { "MatterMethodType" : "Online Banking", "24HourAvailable" : "Yes", "ServiceLevelDescription" : "Let's Chat Virtual Assistant: Monday to Sunday 24 hours;Let's Chat Live Support: Monday to Saturday 0600 - 2200 and Sunday 0900 - 2000" }, { "MatterMethodType" : "MobileBanking", "24HourAvailable" : "No", "ServiceLevelDescription" : "Let's Chat Virtual Assistant: Monday to Sunday 24 hours;Let's Chat Live Support: Monday to Saturday 0600 - 2200 and Sunday 0900 - 2000", "Note" : "[1] This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, or of queries you can raise in one of our branches. [2] Other Help and Support is available online here This gives you further information about our current account including our application process, ways of banking and managing your account. You will also find further information about our online and mobile banking services. [3] If you wish to speak to an appropriately trained member of staff about these queries, contact details are available within the app or use the telephone numbers within the table. [4] We are closed on 25 December, 26 December and 1 January." } ] }, { "MatterType" : "CancellingCheque", "24HourHelp" : "Yes", "ServiceMatterAvailabilityMethod" : [ { "MatterMethodType" : "Telephone Banking", "24HourAvailable" : "Yes", "ServiceLevelDescription" : "Automated Telephone Banking: Monday to Sunday 24 hours; Customer Services: Monday to Saturday 0700 - 2100 and Sunday 1000 - 1700" }, { "MatterMethodType" : "Online Banking", "24HourAvailable" : "Yes", "ServiceLevelDescription" : "Let's Chat Virtual Assistant: Monday to Sunday 24 hours;Let's Chat Live Support: Monday to Saturday 0600 - 2200 and Sunday 0900 - 2000" }, { "MatterMethodType" : "MobileBanking", "24HourAvailable" : "No", "ServiceLevelDescription" : "Let's Chat Virtual Assistant: Monday to Sunday 24 hours;Let's Chat Live Support: Monday to Saturday 0600 - 2200 and Sunday 0900 - 2000", "Note" : "[1] This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, or of queries you can raise in one of our branches. [2] Other Help and Support is available online here This gives you further information about our current account including our application process, ways of banking and managing your account. You will also find further information about our online and mobile banking services. [3] If you wish to speak to an appropriately trained member of staff about these queries, contact details are available within the app or use the telephone numbers within the table. [4] We are closed on 25 December, 26 December and 1 January." } ] }, { "MatterType" : "CashWithdrawalForexOutsideUK", "24HourHelp" : "Yes", "ServiceMatterAvailabilityMethod" : [ { "MatterMethodType" : "Telephone Banking", "24HourAvailable" : "Yes", "ServiceLevelDescription" : "Automated Telephone Banking: Monday to Sunday 24 hours; Customer Services: Monday to Saturday 0700 - 2100 and Sunday 1000 - 1700" }, { "MatterMethodType" : "Online Banking", "24HourAvailable" : "Yes", "ServiceLevelDescription" : "Let's Chat Virtual Assistant: Monday to Sunday 24 hours;Let's Chat Live Support: Monday to Saturday 0600 - 2200 and Sunday 0900 - 2000" }, { "MatterMethodType" : "MobileBanking", "24HourAvailable" : "No", "ServiceLevelDescription" : "Let's Chat Virtual Assistant: Monday to Sunday 24 hours;Let's Chat Live Support: Monday to Saturday 0600 - 2200 and Sunday 0900 - 2000", "Note" : "[1] This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, or of queries you can raise in one of our branches. [2] Other Help and Support is available online here This gives you further information about our current account including our application process, ways of banking and managing your account. You will also find further information about our online and mobile banking services. [3] If you wish to speak to an appropriately trained member of staff about these queries, contact details are available within the app or use the telephone numbers within the table. [4] We are closed on 25 December, 26 December and 1 January." } ] }, { "MatterType" : "DenialLackOfFunds", "24HourHelp" : "Yes", "ServiceMatterAvailabilityMethod" : [ { "MatterMethodType" : "Telephone Banking", "24HourAvailable" : "Yes", "ServiceLevelDescription" : "Automated Telephone Banking: Monday to Sunday 24 hours; Customer Services: Monday to Saturday 0700 - 2100 and Sunday 1000 - 1700" }, { "MatterMethodType" : "Online Banking", "24HourAvailable" : "Yes", "ServiceLevelDescription" : "Let's Chat Virtual Assistant: Monday to Sunday 24 hours;Let's Chat Live Support: Monday to Saturday 0600 - 2200 and Sunday 0900 - 2000" }, { "MatterMethodType" : "MobileBanking", "24HourAvailable" : "No", "ServiceLevelDescription" : "Let's Chat Virtual Assistant: Monday to Sunday 24 hours;Let's Chat Live Support: Monday to Saturday 0600 - 2200 and Sunday 0900 - 2000", "Note" : "[1] This is a list of common queries. 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[4] We are closed on 25 December, 26 December and 1 January." } ] }, { "MatterType" : "CollectPaymentViaCard", "24HourHelp" : "Yes", "ServiceMatterAvailabilityMethod" : [ { "MatterMethodType" : "Telephone Banking", "24HourAvailable" : "Yes", "ServiceLevelDescription" : "Automated Telephone Banking: Monday to Sunday 24 hours; Customer Services: Monday to Saturday 0700 - 2100 and Sunday 1000 - 1700" }, { "MatterMethodType" : "Online Banking", "24HourAvailable" : "Yes", "ServiceLevelDescription" : "Let's Chat Virtual Assistant: Monday to Sunday 24 hours;Let's Chat Live Support: Monday to Saturday 0600 - 2200 and Sunday 0900 - 2000" }, { "MatterMethodType" : "MobileBanking", "24HourAvailable" : "No", "ServiceLevelDescription" : "Let's Chat Virtual Assistant: Monday to Sunday 24 hours;Let's Chat Live Support: Monday to Saturday 0600 - 2200 and Sunday 0900 - 2000", "Note" : "[1] This is a list of common queries. 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[4] We are closed on 25 December, 26 December and 1 January." } ] }, { "MatterType" : "AccessViaPowerOfAttorney", "24HourHelp" : "Yes", "ServiceMatterAvailabilityMethod" : [ { "MatterMethodType" : "Telephone Banking", "24HourAvailable" : "Yes", "ServiceLevelDescription" : "Automated Telephone Banking: Monday to Sunday 24 hours; Customer Services: Monday to Saturday 0700 - 2100 and Sunday 1000 - 1700" }, { "MatterMethodType" : "Online Banking", "24HourAvailable" : "Yes", "ServiceLevelDescription" : "Let's Chat Virtual Assistant: Monday to Sunday 24 hours;Let's Chat Live Support: Monday to Saturday 0600 - 2200 and Sunday 0900 - 2000" }, { "MatterMethodType" : "MobileBanking", "24HourAvailable" : "No", "ServiceLevelDescription" : "Let's Chat Virtual Assistant: Monday to Sunday 24 hours;Let's Chat Live Support: Monday to Saturday 0600 - 2200 and Sunday 0900 - 2000", "Note" : "[1] This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, or of queries you can raise in one of our branches. [2] Other Help and Support is available online here This gives you further information about our current account including our application process, ways of banking and managing your account. You will also find further information about our online and mobile banking services. [3] If you wish to speak to an appropriately trained member of staff about these queries, contact details are available within the app or use the telephone numbers within the table. [4] We are closed on 25 December, 26 December and 1 January." } ] }, { "MatterType" : "Problems using online banking or mobile banking", "24HourHelp" : "Yes", "ServiceMatterAvailabilityMethod" : [ { "MatterMethodType" : "Telephone Banking", "24HourAvailable" : "Yes", "ServiceLevelDescription" : "Automated Telephone Banking: Monday to Sunday 24 hours; Customer Services: Monday to Saturday 0700 - 2100 and Sunday 1000 - 1700" }, { "MatterMethodType" : "Online Banking", "24HourAvailable" : "Yes", "ServiceLevelDescription" : "Let's Chat Virtual Assistant: Monday to Sunday 24 hours;Let's Chat Live Support: Monday to Saturday 0600 - 2200 and Sunday 0900 - 2000" }, { "MatterMethodType" : "MobileBanking", "24HourAvailable" : "No", "ServiceLevelDescription" : "Let's Chat Virtual Assistant: Monday to Sunday 24 hours;Let's Chat Live Support: Monday to Saturday 0600 - 2200 and Sunday 0900 - 2000", "Note" : "[1] This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, or of queries you can raise in one of our branches. [2] Other Help and Support is available online here This gives you further information about our current account including our application process, ways of banking and managing your account. You will also find further information about our online and mobile banking services. [3] If you wish to speak to an appropriately trained member of staff about these queries, contact details are available within the app or use the telephone numbers within the table. [4] We are closed on 25 December, 26 December and 1 January." } ] }, { "MatterType" : "ReportFraudulentIncident", "24HourHelp" : "Yes", "ServiceMatterAvailabilityMethod" : [ { "MatterMethodType" : "Telephone Banking", "24HourAvailable" : "Yes", "ServiceLevelDescription" : "Automated Telephone Banking: Monday to Sunday 24 hours; Customer Services: Monday to Saturday 0700 - 2100 and Sunday 1000 - 1700" }, { "MatterMethodType" : "Online Banking", "24HourAvailable" : "Yes", "ServiceLevelDescription" : "Let's Chat Virtual Assistant: Monday to Sunday 24 hours;Let's Chat Live Support: Monday to Saturday 0600 - 2200 and Sunday 0900 - 2000" }, { "MatterMethodType" : "MobileBanking", "24HourAvailable" : "No", "ServiceLevelDescription" : "Let's Chat Virtual Assistant: Monday to Sunday 24 hours;Let's Chat Live Support: Monday to Saturday 0600 - 2200 and Sunday 0900 - 2000", "Note" : "[1] This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, or of queries you can raise in one of our branches. [2] Other Help and Support is available online here This gives you further information about our current account including our application process, ways of banking and managing your account. You will also find further information about our online and mobile banking services. [3] If you wish to speak to an appropriately trained member of staff about these queries, contact details are available within the app or use the telephone numbers within the table. [4] We are closed on 25 December, 26 December and 1 January." } ] }, { "MatterType" : "ProgressAccountCardSuspension", "24HourHelp" : "Yes", "ServiceMatterAvailabilityMethod" : [ { "MatterMethodType" : "Telephone Banking", "24HourAvailable" : "Yes", "ServiceLevelDescription" : "Automated Telephone Banking: Monday to Sunday 24 hours; Customer Services: Monday to Saturday 0700 - 2100 and Sunday 1000 - 1700" }, { "MatterMethodType" : "Online Banking", "24HourAvailable" : "Yes", "ServiceLevelDescription" : "Let's Chat Virtual Assistant: Monday to Sunday 24 hours;Let's Chat Live Support: Monday to Saturday 0600 - 2200 and Sunday 0900 - 2000" }, { "MatterMethodType" : "MobileBanking", "24HourAvailable" : "No", "ServiceLevelDescription" : "Let's Chat Virtual Assistant: Monday to Sunday 24 hours;Let's Chat Live Support: Monday to Saturday 0600 - 2200 and Sunday 0900 - 2000", "Note" : "[1] This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, or of queries you can raise in one of our branches. [2] Other Help and Support is available online here This gives you further information about our current account including our application process, ways of banking and managing your account. You will also find further information about our online and mobile banking services. [3] If you wish to speak to an appropriately trained member of staff about these queries, contact details are available within the app or use the telephone numbers within the table. [4] We are closed on 25 December, 26 December and 1 January." } ] }, { "MatterType" : "HelpOpeningAccount", "24HourHelp" : "Yes", "ServiceMatterAvailabilityMethod" : [ { "MatterMethodType" : "Telephone Banking", "24HourAvailable" : "Yes", "ServiceLevelDescription" : "Automated Telephone Banking: Monday to Sunday 24 hours; Customer Services: Monday to Saturday 0700 - 2100 and Sunday 1000 - 1700" }, { "MatterMethodType" : "Online Banking", "24HourAvailable" : "No", "ServiceLevelDescription" : "Not possible: The Let's Chat function is only available for existing customers" }, { "MatterMethodType" : "MobileBanking", "24HourAvailable" : "No", "ServiceLevelDescription" : "Not possible: The Let's Chat function is only available for existing customers", "Note" : "[1] This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, or of queries you can raise in one of our branches. [2] Other Help and Support is available online here This gives you further information about our current account including our application process, ways of banking and managing your account. You will also find further information about our online and mobile banking services. [3] If you wish to speak to an appropriately trained member of staff about these queries, contact details are available within the app or use the telephone numbers within the table. 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