"With almost 25 million adults in the UK having characteristics of vulnerability, Virgin Money is making it easier for our brokers to work with us to help customers"
Virgin Money has introduced new support for vulnerable customers.
The new service, exclusively for brokers, is designed to help clients who need extra support once their mortgage has completed.
Brokers can pass their details onto Virgin using a simple online form, and a customer care specialist will contact the customer to chat through their circumstances to get a better understanding of how Virgin can help them manage their mortgage.
In a note to brokers, Virgin said: "We know you care about getting great outcomes for your customers, and we do too – especially those who need extra support. This should give your customers some peace of mind, and you too, knowing they’re in good hands."
To use this service, brokers will need their client’s consent first.
Once they’ve agreed, brokers can use this form to give Virgin their details or, they would prefer not to receive help this way, brokers can direct them towards Virgin's support hub.
Craig Calder, head of secured lending at Virgin Money, said: “With almost 25 million adults in the UK having characteristics of vulnerability, Virgin Money is making it easier for our brokers to work with us to help customers, and ensure that together we deliver good outcomes to those with additional needs through our dedicated customer support team."
