Virgin Media O2 and Money Wellness agree vulnerable customer partnership

Virgin Media O2 has announced a new partnership with Money Wellness to further improve the support available to customers who may be experiencing financial difficulties.

The partnership will enable Virgin Media O2’s agents to better support customers showing early signs of financial distress, for example through a Money MOT, which they can access either through being transferred directly to a Money Wellness expert, arranging an appointment at a more convenient time, or by receiving a secure link to begin a support journey online. Through Money Wellness, customers can benefit from tailored advice and support that extends beyond their mobile or broadband contract.

Money Wellness offers a range of free debt solutions over the phone or online and, crucially, works to make this advice as accessible as possible. For example, like Virgin Media O2, it offers a relay service that allows hearing and speech-impaired people to communicate over the phone, and can send documents to vision-impaired customers in braille or large print. Meanwhile, its translation service covers 240 different languages, ensuring it can help customers whose first language is not English.

Alan Stott, Director of Customer Contact at Virgin Media O2, said “We know that many families have been struggling with the rising cost of living over recent years, and our agents can sometimes find themselves speaking with customers struggling to pay their bills.

“We’re committed to helping and supporting all of our customers, including reviewing payment options and signposting customers to debt charities, but we know this still places the onus on the customer to seek help. Now, through this new partnership, our agents can better identify and support customers, including by offering a warm transfer direct to a Money Wellness advisor who can provide more comprehensive support that goes beyond just their mobile or broadband bill.”

Sebrina McCullough, Director of External Relations at Money Wellness, said “We’re proud to partner with Virgin Media O2 to help more people access the support they need before money problems become overwhelming. By working directly with their customer agents, we can make sure people get the right help at the right time – whether that’s with budgeting, boosting income, or dealing with debts. We know that reaching out early can make a huge difference – and this partnership helps make that first step easier.”