Vulnerable customer support
Extra support for your clients
Let us know if we can make it easier to manage their mortgage with us
Request extra support
We're here to help
There are lots of vulnerabilities that can affect how your clients might manage their mortgage. The more we know, the more we can help.
And letting us know is easy. Our Customer Care team will call your client to talk through their needs. All you need to do is tell us how to get in touch.
Requesting extra support won't affect anyone's application. And we'll only contact them after the mortgage completes. For more info, view our privacy notice.
Let us know, and we'll do the rest
- Check they're happy to talk to us about their needs. We can call them anytime between 9am to 5pm, Monday to Friday.
- Wait until the mortgage completes, unless they're with us already.
- Request extra support – complete our short form with their name, date of birth, phone number and a good time to call. We’ll need your name and FCA number too.
As soon as they become a Virgin Money customer they can share their needs online. Ask them to visit our support hub.
How can Virgin Money help my client?
Here are some examples of how we shape our service to suit different needs
Health problems or disabilities
Maybe they’re hearing or visually impaired. We can offer assistive technologies, like hearing loop systems, or send mortgage documents in braille or large print.
Stressful situations
Maybe they’re worried about money or relationships. We can offer practical advice to help with payments or joint mortgage worries.
Difficulty with words or numbers
Maybe there’s a language barrier or they find mortgages confusing. We can adjust how we communicate, like speaking slowly or checking they understand.