Nationwide extends specialist service to support customers with life-limiting conditions

13 March 2016

  • Nationwide will begin roll-out of the extended Service in 57 branches in north Wales, areas of north-west England and the south west.
  • Service has already seen success in supporting 650 customers affected by cancer.
  • New service will support a range for conditions, including heart disease, stroke and motor neurone disease.

Nationwide Building Society has today announced it is extending its Specialist Support Service for customers affected by cancer to a wider range of conditions, including heart disease, stroke and motor neurone disease.

The Service – launched in October 2015 in partnership with Macmillan Cancer Support – was the UK’s first telephone banking service designed to support people affected by cancer. Since launch, more than 650 customers have accessed the Service for one-to-one support on managing their finances following a cancer diagnosis. This covers both immediate requests for support to longer-term management of their finances.

Today’s announcement sees the Service extended to a wider range of life-limiting or life-threatening conditions. While the Service is telephone based, and managed by a central team at Nationwide’s Swindon headquarters, employees at 57 of the Society’s branches across north Wales, north England and areas of south west England – including Bristol, Cheltenham and Swindon – have been provided with training on how to identify and refer customers who may benefit from the extended Service. The training will be rolled out to the entire branch network later in the year.

Life-limiting conditions can have a detrimental impact on people’s finances as they may be unable to work or face additional costs due to hospital appointments. Support is tailored to an individual’s needs and will relate to the types of products and services they have. Each customer is allocated a case worker who can identify product and service changes that best suit them; this can include mortgage payment holidays, reduction or removal of interest on their credit card, or assistance with claiming on a critical illness policy.

The majority of those who have used the current service (86%) have been referred to the service from employees in Nationwide branches and call centres, or have contacted Nationwide directly having seen the information online. However, around one in eight customers (14%) have been referred from the Society’s partnership with Macmillan Cancer Support. Nationwide has also been able to refer customers coming directly to the service back to Macmillan, which has enabled customers to unlock more than £102,000 worth of benefits-related financial assistance that they may not have been aware of had they not been referred by the Society.

Mandy Griffin, Nationwide’s Head of Customer Experience Delivery, said: “A diagnosis of a life-limiting or life-threatening condition can turn someone’s life upside down. At such a time, money should be the last thing on your mind. Our Specialist Support Service helps our customers when they may need us the most. We know one size doesn’t fit all, so the support we offer is tailored to a customer’s individual circumstances.

“The feedback from customers who have already been through the service has been extremely positive, which is why I am happy we are now able to widen the service out to support more of our customers. As part of this journey, we’re committed to look to other situations where we can support our customers.”

Notes to Editors

To contact the Specialist Support Service, call 0800 917 23 93.

About Nationwide

Nationwide is the world's largest building society as well as one of the largest savings providers and a top-three provider of mortgages in the UK. It is also a major provider of current accounts, credit cards, ISAs and personal loans. Nationwide has around 15 million customers.

Customers can manage their finances in a branch, via the mobile app, on the telephone, internet and post. The Society has around 18,000 employees. Nationwide's head office is in Swindon with administration centres based in Northampton, Bournemouth and Dunfermline. The Society also has a number of call centres across the UK.

Please note: If you are a customer looking for information on our products and services, please visit the main website.