New tools to help you support vulnerable clients

15th July 2025

Great news! We’ve made some updates to our ‘Support for your vulnerable clients’ page to give you clearer guidance and more practical tools when referring clients who may need that bit of extra support.

What’s new?

We’ve updated the page with a new, intuitive layout, making it easier to find the information you need. We’ve added clearer guidance on how to use the referral form, including what to expect from the process and how we can support your vulnerable clients.

There’s also a new downloadable resource that explains what can drive vulnerability, how to recognise the signs, and includes real-life case studies showing how we can help in different situations.

These updates are designed to give you more confidence when identifying and referring clients who could benefit from additional support.

You can visit our refreshed page here.

The page, form, and downloadable resource are available to brokers using both Virgin Money and Clydesdale Bank. Brokers accessing via the Clydesdale Bank site can find the information under ‘Additional Customer Support’ on the ‘Contact us’ page and will be redirected to the Virgin Money website to view the content.

How it works

Letting us know about your vulnerable client is straightforward, requesting extra support won’t affect anyone’s application. We’ll only contact your client after their mortgage completes, unless they’re already with us. Here’s how it works in three simple steps:

1. Check your client is happy to talk to us about their needs and ask when is best to call. We’re available Monday to Friday, 9am – 5pm.
2. Wait until their mortgage completes, unless they’re with us already.
3. Request extra support – complete our short form to share their contact details and we’ll do the rest.

Our form is quick and easy

All we’ll need from you is your first name, last name, and FCA number. Then just share a few details about your client:

• • First name
• • Last name
• • Date of birth
• • Contact number
• • Best time to get in touch

That’s it – we’ll sort the rest.

Any questions?

If you’ve got any questions, you can get in touch with your Business Development Manager.

The team at Clydesdale Bank