We can’t give you financial advice, but get in touch with Money Helper or Unbiased and they’ll be able to help.

We’re sorry to hear that. We’ll do our best to help. Give us a call on 03455 28 88 88 or send us a secure message.

To help make our on-screen text easier to read you can change its colour, font and size. Just follow these links:

For Microsoft Edge

For Mozilla Firefox

For Google Chrome

If the browser you’re using isn’t listed above, please check its Help section to find out how to make those changes. Some browsers will let you use your own text style instead of ours, together with other helpful accessibility options.

Braille, large font and audio

We can provide the following options for all info about our products:

• Large print
• Braille (Universal English Braille, contracted or uncontracted)
• Audio CD

We’re happy to explain any of our printed letters or anything within our Online Service, if you need us to. For more info, or to request a different format, just get in touch.

Using our site with the help of screen readers

There are apps and software you can download that will read out the content of our website, such as:

• JAWS
• NVDA
• Voiceover

Help with reading a PDF

Sometimes, you’ll find info on our website in a PDF format. You’ll need Adobe Reader® on your computer to read that.

If you don’t have that software, you can download it for free from Adobe’s website. To read PDFs with a screen reader you can link to the Access Adobe website which offers useful tools and resources.

You can call us with Text Relay

The Relay UK Service can help if you can’t hear a voice on a phone call, if you need time to hear everything the other person is saying, or if the person you’re speaking with has difficulty understanding what you’re saying.

To find out more about Text Relay, visit the Relay UK Website.

Using your voice instead of a keyboard and mouse

Your computer or device can be set up to use spoken words to control your browser and other software.

Have a look in your settings for voice recognition, speech recognition or dictation options. For more advanced voice recognition software, you might want to try Dragon Naturally Speaking

You can use the Forgotten Username or Forgotten Password to retrieve your username and reset your password if you forget them from Sign in pages. You can also give us a call on 03455 28 88 88 if you need help.

We’ll do our best to help, and we can also share details of other organisations who may be able to support you. Give us a call on 03455 28 88 88 to let us know what you need, so we can offer you the right support.

If you need help managing your Virgin Money Investment Accounts, you might want to consider appointing someone to do that via a Power of Attorney. If you’d like to do this, read our Power of Attorney guide or give us a call on 03455 28 88 88.

Yes. If you’ve put a Power of Attorney in place to manage your affairs, they’ll need to contact us. We’ll have a chat with them about next steps and the paperwork needed before they’ll be able to manage your Octopus Money Direct Accounts.

We’re sorry you’re thinking of making a complaint. We’re always trying to provide the best service possible, but we understand that sometimes things go wrong.

You can read more about our Complaints process here. Give us a call on 03455 28 88 88, send us a secure message in Online Service or write to us to make a complaint, and we’ll respond to you as soon as we can.

You can see the latest terms for your account in your Documents, in Online Service. You can also view our Investments Terms or Pension Terms online.

You’re not able to hold cash long term in our investment or pension accounts.

You may occasionally hold cash on a temporary basis – for example, during a transaction. We don’t earn interest or pay you interest on that cash.

In the unlikely event we can’t meet our financial obligations, you may be entitled to compensation from the FSCS up to a maximum value of £85,000.

Find out more.