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Working in partnership to support our customers living with cancer

At Macmillan, they make sure to understand the holistic needs of everyone living with and affected by cancer. Based on their research, the financial impact of a cancer diagnosis is consistently one of the biggest concerns, after the impact on health.

People living with cancer are, on average, £891 worse off a month financially as a result of a cancer diagnosis.

Their research consistently shows that many people don’t tell their bank about their cancer diagnosis for fear of being penalised, or simply because they don’t realise that their bank may have ways of supporting them through their cancer journey. We want to ensure our customers feel comfortable disclosing their cancer diagnosis so that we can provide the most relevant help. This is why we are working closely together and below you can read about two ways we are doing this.

Virgin Money Macmillan Guides

Working together, we have developed and launched a brand-new role which is the first of its kind in the sector - the Virgin Money Macmillan Guide. Macmillan Guides are customer-facing Virgin Money colleagues in Stores and contact centres, who have volunteered to be Guides. They have received bespoke training from Macmillan to help them to better support customers living with or affected by cancer. Guides provide emotional support, information and signposting to other sources of support at Virgin Money, Macmillan and beyond.

We have Macmillan Guides in a selection of Stores, to see if there’s a Guide in a Store near you please check our Store finder. Alternatively you can speak to a Macmillan Guide in any of our contact centres.

Two-way referrals with Macmillan for customers in financial difficulty

Our Financial Care Team have worked closely with Macmillan to provide customers with the opportunity to speak to Macmillan. This has involved setting up a direct referral process with their Financial Guidance Service Link opens in a new window, for customers who need help with understanding their options and making financial decisions.

Macmillan has provided training to Virgin Money colleagues to understand the characteristics of customers living with or affected by cancer and the various ways in which Macmillan’s Support Line can help people affected by cancer.

You can call Macmillan free on 0808 808 0000 - 7 days a week, from 8am-8pm.

If you need further support or information

If you are worried about your finances or are having financial difficulties, there are ways that we can try to help you.

Financial Difficulties - Mortgage customers Link opens in a new window

Money worries - Credit Card customers Link opens in a new window

To find out what support is available in your community from Macmillan, visit the 'In your area' section of of their website and enter your postcode.

In your area - Macmillan Cancer Support Link opens in a new window

Partnership activity

As well as working together to support our customers living with cancer, Virgin Money colleagues are supporting the partnership through fundraising and volunteering. In the first year of our partnership colleagues raised over £374,000 through a host of virtual and traditional fundraising events.

Virgin Money colleagues have donated their time too, with a number of colleagues becoming Telephone Buddies during the coronavirus pandemic – giving high-value support to isolated people living with cancer. We are also working together to improve the support available for colleagues living with or affected by cancer. We’ve recruited and trained Macmillan Neighbours to provide colleague peer-to-peer support, and Macmillan have delivered Macmillan at Work training for Virgin Money HR teams. Link opens in a new window