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Corporate Responsibility

Our Code of Practice

Some networks have a separate ‘code of practice’ document, but that’s not how we do things here. At Virgin Mobile, we’re committed to making things simple and easy, so we just tell you everything upfront, in the relevant places.

If you ever want to find out more, just get in touch with us. Our team’s here for you 24 hours a day, 7 days a week. Just give us a call on 789 from your Virgin Mobile phone or send an email to: theteam@virginmobile.com.

Here's a list we’ve put together for you, so if you're looking for something specific, you'll know where to find it.

  1. Who we are
    If you are a customer, and you’ve bought a phone and joining pack, you should already have a good idea about who we are and what we can do for you. However, there’s plenty more to read about us if you're interested. The ‘About Us’ section is packed with interesting facts on the company and useful information for our customers.
  2. How you can reach us
    Need to get in touch? Just Contact Us at anytime.
  3. All about our services
    Our website tells you all about our service and what’s in it for you, the interesting things you can do with your phone, and how to get set up for things (if you need to). If you want any more info, feel free to Contact Us.
  4. A trusting relationship
    It’s all about trust. We do our very best to make sure you and your phone are very well looked after, and we’ve been voted Best Customer Service at the Mobile Choice Awards for the past 3 years in a row.


    5. Here’s a bit more detail on what our customers can read about here. There’s information about Our Guarantee, where we tell you about refunds, our customer satisfaction guarantee, and our commitment to you.

    If your phone isn’t working properly, check the troubleshooting section in your phone manual. Still not working? Just Contact Us at anytime.
    You can check out our tariff, calls costs and information on billing and statements.
    We can tell you all about the different ways to pay.
    Or if you want to know how to make a complaint, we can tell you how to do that, too.
    Virgin Mobile has joined OTELO, an independent body set up to help resolve any problems. For more information, you can visit www.otelo.org.uk
  5. Your rights as a customer
    Here’s where you can find out more about what you’re entitled to.


    6. We’ll tell you how you can find out about how to switch to us and keep your number.
    We also have a section on our website about security and privacy. This will tell you all about data protection, and how we use the information we have about you.
    We can also tell you what to do if you’re getting unwanted text messages. Remember, you’ll always know if a text message is from us because it will clearly say so.
    You can also read our full terms and conditions.
  6. Getting information in other ways
    We’re pleased to be a member of the Disability Action Forum. Contact Us to find out more about getting hold of Virgin Mobile information in other formats, such as audio or large print.
  7. Being responsible
    We put people first. We respect the environment. We listen. Here’s where we tell you all about Virgin Mobile’s social and environmental policies.

    Follow the links to find out more about: Protecting minors from adult content. We’re a member of the Adult Services Forum, so we’re always keeping an eye on what’s happening in this area, and how to take action against improper use if necessary.
  8. Directory Enquiries
    If you like, you can ask us to add your Virgin Mobile phone number to the Directory Enquiries list - that way your number will appear in the Phone Book. To do this, just call our team on 789 from your Virgin Mobile phone or 0845 6000 789 from any other line.