Virgin Money Mortgage Discharge Authority: Form and Steps

Get the Virgin Money discharge form through the route for your client’s transaction, then lodge the signed authority using the instructions supplied with it. Brokers have a form route for sales and other security releases. A refinance to another lender starts with the customer’s request to Virgin Money.

Choose the Virgin Money Discharge Route

Match the discharge request to the loan product and the security being released before requesting a form. Read the client’s latest statement and loan documents to identify the product, account numbers and mortgaged properties. Security means the property the lender holds a mortgage over.

As at October 2026, Virgin Money’s closing-home-loan instructions separate broker requests from customer refinance requests.

Transaction	Starting route	What you must distinguish
Sale or release	Broker portal or Broker Support	Which property is leaving the security arrangement
Partial discharge	Broker portal or Broker Support	Which security is released and which debt remains
Substitution	Broker portal or Broker Support	The outgoing security and the proposed replacement
Debt repaid	Broker portal or Broker Support	Whether the debt is already paid and a mortgage release remains
Refinance to another lender	Customer contacts Home Loan Retention	Repayment by the incoming lender and release of the existing mortgage

Record the transaction in plain words before filling in the authority. For example, a client selling one of two mortgaged properties needs the remaining loan and security addressed too. Paying a balance to zero also requires a separate check that the mortgage is released.

If the loan is branded Bank of Queensland (BOQ), use the BOQ discharge guide. A shared banking group does not make the brands’ form instructions interchangeable.

Get the Current Form

Obtain the authority from Virgin Money for the transaction you’ve identified. As at October 2026, the broker route supplies the Sale/Release, Partial, Substitution and Debt Repaid Discharge Authority through the broker portal. Broker Support is on 1300 888 888.

For a refinance, have the customer call 13 81 51 and select option 1, then option 2. That is the Home Loan Retention route on Virgin Money’s discharge page. Use the telephone route when requesting the refinance authority.

1. Identify the product and transaction when requesting the authority.
2. Obtain the form and its return instructions through the applicable route.
3. Save the supplied version in the client file before collecting signatures.

Use the Virgin Money broker portal guide for access help. If you cannot retrieve the form through the portal, call Broker Support for the applicable authority and return instructions.

Virgin Money requires its current, correct form. An old PDF from another website can contain superseded destinations or belong to a different loan product. Don’t reuse its email address, fax number or signing instructions for a new request.

Complete and Lodge the Authority

Complete the authority supplied for this loan and return it through the destination specified with that form. The form’s signing instructions determine whose signatures are required and how they must sign. Obtain each required signature before lodging, including any separate authority needed when someone acts for the borrower.

Prepare this information so you can complete the applicable fields without guessing.

• Borrower names and a current contact number, matched to the loan records.
• Each affected loan account number and the property addresses being released or retained.
• The transaction type and proposed settlement date, where settlement is required.
• Incoming lender details for a refinance, or the solicitor or conveyancer handling a sale.
• Instructions for remaining debt, replacement security or surplus proceeds where the transaction needs them.
• The people who must sign under the supplied authority’s instructions.

Treat this as a preparation list. Complete the actual form’s fields and declarations, including any additional details required for the client’s security arrangement.

1. Reconcile account numbers and property details against the statement and loan documents.
2. Have the borrower review the release instructions and complete the required signatures.
3. Lodge the complete authority through the supplied return route.
4. Keep the signed copy, submission date and delivery evidence together.
5. Record the acknowledgement or reference supplied by the team handling the request.

For account-specific help, Virgin Money’s home-loan contact page lists 13 81 51 as at October 2026. Use that team to resolve a missing return instruction before sending borrower documents.

Prepare Payout and Settlement

Coordinate the payout amount and security release with the borrower and the people handling settlement. As at October 2026, Virgin Money says processing can take up to 20 days after receipt. The published statement says days, so don’t convert it into a promise of 20 business days or a guaranteed settlement date.

Virgin Money can provide an indicative payout. Budget for its release fee and any fixed-rate break costs that apply to the loan. Use the client’s loan fee terms and loan-specific payout statement for the amount payable.

An indicative payout helps planning. Settlement needs the payout figure for the actual repayment date, including interest and applicable charges. Compare it with the client’s balance and identify any unexplained difference before arranging funds.

Person or team	Task before settlement
Broker	Track the authority, missing items and agreed settlement date
Borrower	Complete signatures and arrange any personal contribution
Incoming lender	Arrange refinance funding and its settlement requirements
Solicitor or conveyancer	Coordinate the sale or relevant conveyancing work and release registration
Virgin Money	Provide payout information and process the security release

For a partial discharge or substitution, obtain the lender’s decision on remaining debt and security before treating the release as ready. Virgin Money lists those variations in its home-loan management guidance, as at October 2026.

Keep the authority, settlement booking and payout date consistent. For the wider costs and legal steps, use the mortgage discharge guide. Find other lenders in the discharge form directory.

Follow Up and Confirm Release

Follow up using the submission record, then confirm both the loan outcome and the mortgage release. As at October 2026, Virgin Money’s home-loan support page provides a contact route for security release and full-discharge enquiries. Have the account number, submission date and request reference ready when calling 13 81 51.

If the request is incomplete, identify the missing field or signature and send the corrected version through the instructed route. Record which version replaces the earlier submission. Ask whether the correction changes settlement readiness.

If settlement moves, notify the team handling the discharge and the settlement representative. Obtain payout information for the revised date and check whether any authority details need updating. An earlier payout figure cannot settle a different date automatically.

Before closing the broker file, retain these records.

• The final payout or closing statement for a full repayment.
• The settlement confirmation, where the transaction required settlement.
• Confirmation from the settlement representative that the mortgage release is registered, or a record of who is completing registration.
• For a partial release, the lender’s confirmed remaining debt and security arrangement.

Check any linked offset or companion account separately, including its balance and payment arrangements. Virgin Money’s current products and legacy Reward Me loans have different account arrangements, as at October 2026. Ask the customer which account they intend to retain before changing direct debits or standing payments.

Close the request only when the repayment record and released property match the authority. If registration remains outstanding, keep that action open with a named person responsible for confirming it.