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Virgin Money has become the first bank in the UK to launch bespoke financial support for people living with or affected by cancer. 

In a first for financial services, Virgin Money has partnered with Macmillan Cancer Support to launch its Macmillan Guides support offering across the UK. The specifically trained Macmillan Guides offer emotional support, information and signposting to other services to people affected by cancer, face to face or over the phone. The service is available to anyone regardless of whether they are a Virgin Money customer or not. 

Colleagues have been trained by Macmillan to help provide the best possible support to people affected by cancer and understand the individual issues people living with cancer may face, to help enable and empower people to take positive action. This could include helping people navigate the financial support available at Virgin Money or their own bank, offering guidance about the variety of support available from Macmillan, signposting to local community groups or simply being there to listen. 

Following a 12-month pilot which saw more than 50 store and contact centre colleagues receive special training from Macmillan Cancer Support, the Macmillan Guides initiative will now be rolled out across the UK. 

David Duffy, Chief Executive Officer, Virgin Money, said: “Our Guides have been leading the way in providing vital support in-store, online and over the phone for the past 12 months. We’re thrilled to be making it a permanent part of what we do here at Virgin Money and hope to be able to help as many people as possible with bespoke Guide advice and support.”

Lynda Thomas CBE, Chief Executive at Macmillan Cancer Support: “At a time when people should be able to focus on their health, receiving the life-changing news that you have cancer can be nothing short of a financial wrecking-ball, with many people facing extra and often unexpected costs following a diagnosis. On top of this, Covid-19 and the cost-of-living crisis is causing a huge amount of additional worry for many people with cancer. That’s why we’re so pleased to be working with Virgin Money on the Macmillan Guide initiative. The service will provide vital support to people when they need it most.”

Virgin Money customer Danny Pryce (38) is an HGV driver who was diagnosed with a rare blood cancer, Plasmablastic Myeloma, in June 2021. For him the Macmillan Guide service was invaluable. Danny, who is originally from Manchester, said: “Finding out I had cancer was the scariest thing I have ever experienced. I wasn’t sure what the future held for me and my family. So, I started to get my affairs in order and one of the first calls I made was to the Virgin Money team to make them aware of my diagnosis. This is where I learned about their partnership with Macmillan Cancer Support. I spoke to an amazing Macmillan Guide called Caroline who explained what they can do for me and the services they provide.” 

Danny, who has just moved to Wales, added: “It was more than just your usual customer service. Caroline genuinely cared about how I was feeling, and we spoke for a long time. She told me what they could do to help support me, and this helped me stay positive. Caroline also made me aware of the other services Macmillan offer in case I had, for example, wellbeing or other money issues. I feel that every company should provide this service as the Macmillan Guide took a big weight off my shoulders and it really helped me knowing I had one less thing to worry about. I have just found out I'm in remission so I can now concentrate on my recovery.” 

Caroline Geddes, Macmillan Guide and Team Manager at Virgin Money said: “To be able to help people like Danny is one of the reasons I volunteered to become a Macmillan Guide. A cancer diagnosis can spark a range of emotions and making sure your finances are in order can often be a second thought. I feel proud to be part of an initiative which is helping people when they need it most and allowing them to concentrate on their health. I was over the moon to hear that Danny is now in remission and that the Macmillan Guides played such a positive part in his experience with cancer.” 

Macmillan Cancer Support is Virgin Money’s Charity of the Year. Macmillan and Virgin Money hope this partnership will help the charity reach its goal of being there for everyone facing cancer, from day one of their diagnosis.   


Find out more about the Macmillan Guides here: Link opens in a new window