Nationwide extends specialist support service

18th Mar 2016

The UK’s first telephone banking service designed to support people affected by cancer is being extended to help customers with a range of other debilitating or terminal illnesses.

Nationwide first launched the specialist service in October 2015, in partnership with Macmillan Cancer Support. This week, the building society announced plans to extend the service to those living with other life-limiting conditions, such as heart disease, stroke and motor neuron disease. 

The extended service will be offered at 57 branches in North Wales, and will also reach customers in parts of North and South West England. Nationwide has revealed that the rest of the branch network will receive training later in the year.

Mandy Griffin, Nationwide’s head of customer experience delivery, believes a tailored approach to customer service is key to the company’s offering. “Our Specialist Support Service helps our customers when they may need us the most,” she says. “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 at other situations where we can support our customers.”

The news comes at a time when helpfulness and friendliness of staff, along with ease of doing business, are rising on the index of customer priorities, according to the Institute of Customer Service’s latest UK Customer Satisfaction Index

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