Your support
If you ever need extra help, we're here
What it's all about
If you’re experiencing something that affects how you bank with us, we want to help. It could be long-term or permanent, like a physical disability. Or short-term, like losing your job. Whatever it is, let us know how we can support you.
Here are just a few of the ways we could help:
Difficulty hearing?
If you're Deaf or have a hearing impairment, you can choose your preferred contact methods. If you visit us in Branch, we can find a quiet space or use a hearing loop.
Caring or being cared for?
You’re welcome to bring someone with you when you visit us in Branch. And if you’d like to bank digitally but need some support, we can help with that.
Worried about money?
You can get information on saving money and claiming benefits. You can request support and we can look at practical steps to help.
Communication difficulty?
Speaking slowly, writing things down and checking you understand are a few ways we could help. Let us know and we'll change the way we communicate to suit you.
Difficulty hearing?
If you're Deaf or have a hearing impairment, you can choose your preferred contact methods. If you visit us in Branch, we can find a quiet space or use a hearing loop.
Caring or being cared for?
You’re welcome to bring someone with you when you visit us in Branch. And if you’d like to bank digitally but need some support, we can help with that.
Worried about money?
You can get information on saving money and claiming benefits. You can request support and we can look at practical steps to help.
Communication difficulty?
Speaking slowly, writing things down and checking you understand are a few ways we could help. Let us know and we'll change the way we communicate to suit you.
Let us know
However you decide to ask for support, it's secure. You’ll have the option to share your circumstances or go straight to choosing the specific support you need. And you can request as many different types of support as you like.
If you have an account with Nationwide, you'll also need to share your support needs with them Link opens in a new window.
Select your account type
Personal accounts
Including current and savings accounts, cash ISAs, mortgages and loans.
In app or online
Let us know online by signing into your account. Or, visit our Help section in the app.
Learn how to change details
Use live chat
If you use the app to manage your account, you can contact us using live chat.
Online form
For letting us know anytime, anywhere. You'll be asked for some personal details to confirm it's you.
Use the online form
Call us
Find the right number for your account or service.
Call usIf you have a hearing or speech impairment you can call us using Relay UK.
Credit cards
Including Virgin Money credit cards and Virgin Atlantic credit cards.
In app
The quickest way to share what you might need. In the credit card app, select a card from the home screen, tap ‘More’ and then tap ‘Your support’.
How to download the appUse live chat
If you've signed into the app, you can use live chat to ask us for help.
Online form
For letting us know anytime, anywhere. You'll be asked for some personal details to confirm it's you.
Use the online formCall us
Find the right number for your account or service.
Call usIf you have a hearing or speech impairment you can call us using Relay UK.
Insurance
Including life, travel and home insurance.
Call
Call the insurance teamIf you have a hearing or speech impairment you can call us using Relay UK.
Business accounts
Including business accounts, business credit cards and business insurance.
Online
For letting us know anytime, anywhere. You'll be asked for some personal details to confirm it's you.
Use the online formCall us
Find the right number for your account or service.
Call usIf you have a hearing or speech impairment you can call us using Relay UK.
Use live chat
If you use the app to manage your account, you can contact us using live chat.
Your questions answered
Just us. We’ll only use what you share to communicate with you in the best way, and provide support wherever we can.
We'll use anonymous data to understand and improve this service.
We'll always treat your data with respect. Find out more in our privacy policy.
No. Anything you share when you request support will not affect your credit score and will not be used to decide whether you’re eligible to open an account.
If anything changes, you can let us know over the phone, in Branch or by logging in and using live chat.
If you decide to remove any of the circumstances you’ve shared with us, we'll not keep a record of the specific details.