17 March 2016

For when money’s furthest from your mind

2 minute read


  • A cancer diagnosis, stroke, heart attack or any other life-limiting or life-threatening change – even in the short-term - can have far-reaching consequences
  • We partnered with Macmillan Cancer Support to launch the UK’s first banking service for customers affected by cancer
  • Since launch, more than 650 people have accessed the Service for support and of those, we’ve been able to refer more than 150 to Macmillan’s own Financial Guidance Service.

Mandy Griffin, our Head of Customer Experience Delivery, looks at what Nationwide is doing to help support our customers when they need us most.

We’ve over 15 million customers and every one of those customers has a different set of priorities, ambitions and reasons why they come to us for financial support. But we know lives can suddenly and unexpectedly change. A cancer diagnosis, stroke, heart attack or any other life-limiting or life-threatening change - even in the short-term - can have far-reaching consequences.

It’s at times like these when money should be the last thing on someone’s mind but all too often that’s not the case. We wanted to change that and make it easier for people to come to us to ask for help when they need a little extra support.

So, in October last year, we partnered with Macmillan Cancer Support to launch the UK’s first banking service for customers affected by cancer - our Specialist Support Service. Managed by a central team at our Swindon HQ, it’s their role to provide our customers with the support they need to look after their money.

Since launch, more than 650 people have accessed the Service for support and of those, we’ve been able to refer more than 150 to Macmillan’s own Financial Guidance Service where more than £102,000 in financial benefits have been unlocked.

“It’s a real success story for Nationwide, so over the next few months we’re extending the Service to any of our customers facing a life-limiting or life-threatening diagnosis – such as heart disease, strokes or multiple sclerosis.”

To begin with the Service will be available in 57 branches before training is rolled out across our whole branch network later in the year.

We’re delighted with the response from the customers who have used the Service to date and we remain committed to ensuring we’re doing our bit to provide extra support when it’s needed most. In turn, we hope to drive wider change across the financial services sector to give all customers more choice, control and independence when managing their money at times when too many people feel disempowered.

About the author

Mandy Griffin

Mandy Griffin, Head of Customer Experience Delivery at Nationwide, works with the business to make sure we always offer best-in-class service to our customers.

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