Bridging the Digital Divide: How Virgin Money is Tackling Exclusion

What would you do if your life depended on being online - but you couldn’t get access?

Vicky Stephen is tackling that question head-on at Virgin Money, where she works as Customer Vulnerability and Financial Inclusion Wellbeing Manager.

In this episode, Vicky shares how Virgin Money is helping to bridge the UK’s digital divide through community outreach, inclusive service design, and national partnerships.

Why Digital Inclusion Matters More Than Ever

Digital access isn’t a convenience or a luxury. It’s a necessity.

Vicky knows this firsthand from growing up in rural Scotland, where reliable access to the internet has often been limited.

“We used to see digital as a luxury,” she says. “Now it’s a lifeline.”

Whether it's ordering repeat prescriptions, video calling family, or accessing banking services, digital tools shape everyday tasks.

But not everyone has the means - or skills - to use them.

The Cost of Being Left Behind

Almost a quarter of UK adults feel digitally excluded, according to recent research.

This can lead to barriers in finding work, managing money, or accessing public services.

Even younger generations are struggling.

Despite what you would expect, Gen Z are more than twice as likely to experience both digital and financial exclusion compared to millennials, according to recent research from Virgin Money and WPI.

"People assume young people are confident online,” says Vicky.

“But many lack digital financial skills or simply can’t afford consistent internet access.”

Bridging the Gap: Virgin Money’s National Databank Work

How the Programme Works

Virgin Money has partnered with Good Things Foundation to address this issue head-on.

Through their collaboration, Virgin Money’s 91 branches act as access points to the National Databank - a nationwide effort to provide free mobile data for those in need.

This means customers - or non-customers - can walk into a branch and receive a SIM card preloaded with 25GB of data per month for up to 12 months.

“We just want to give them the ability to get online,” says Vicky.

The Real-World Impact

The stories from branches are powerful.

“We’ve helped people affected by homelessness, those fleeing domestic abuse, and parents who just want their children to do their homework online,” Vicky explains.

These small acts of support often lead to larger transformations, as individuals gain confidence and re-engage with services and communities.

"We've helped people take that first step out of crisis by simply giving them that access."

Vicky Stephen, Virgin Money

Going Beyond Access: Building Digital Skills

Of course, data alone isn’t enough without the knowledge to use it.

That’s why Virgin Money and Good Things Foundation also support skills development through platforms like Learn My Way - a free basic digital literacy programme.

These include modules on creating a CV, using email, or accessing benefits online.

Vicky is working to expand these courses beyond self-service by hosting live community sessions in places like local libraries.

“Not everyone wants to go online alone,” she says. “Sometimes they just want someone next to them, showing them how.”

The Power of Local Conversations

In addition to national communications and social media outreach, Virgin Money employees are engaging directly with local communities - reaching out to food banks, libraries, and community centres to foster meaningful connections and raise awareness.

The Virgin Money Foundation has also played a pivotal role, providing £2.8m in funding to community anchor organisations to support the delivery of bespoke and accessible digital skills training to hard-to-reach groups in the North East of England and Glasgow, two areas experiencing high levels of Digital Poverty.

The Foundation has also trained 248 Virgin Money colleagues as Digital Champions, equipping them to provide digital skills support within their communities.

Plus, over £400,000 has been distributed in grants through its Volunteer and Connect fund to help schools increase digital inclusion across the UK.

“We can’t do this alone,” Vicky says. “It’s all about creating that ripple effect.”

Tackling Stigma and Shame

One of the biggest barriers to digital inclusion is stigma.

People may feel embarrassed about never learning - or costly catch-up after being left out.

“You wouldn't believe the number of people who say ‘I’ve never told anyone this before,’” says Vicky.

To shift this narrative, she wants organisations to talk more - internally and externally - about digital capability in an open, judgement-free way.

"Ten years ago we didn’t talk about money struggles. Now it’s more acceptable," she adds. "We need the same change for digital exclusion."

Inclusive Design, Not Assumption

As businesses digitise services, inclusive design remains critical.

Vicky encourages teams to always think, “Have we tested this with people at different skill levels?”

That includes asking for feedback before and during development, not retrofitting later.

She stresses that digital shouldn’t mean “digital-only.”

Choice and access channels still matter - and so does human connection.

Get Online Week and What’s Next

Virgin Money will continue their work with Good Things Foundation, expanding community education and support across the UK.

They'll also play an active role in Get Online Week, helping to raise awareness, encourage conversations, and bring more partners into the fold.

Vicky’s Advice to Other Organisations

Start by trying to live without the internet for just one day.

Vicky and her team did - and just finding cinema times or comparing car insurance became a chore.

“That’s life for many people, every day,” she says.

Then, find a way forward that suits your audience.

“You don’t need to boil the ocean,” she encourages. “Just commit to the first step - and keep talking about it.”

The bottom line is that digital inclusion isn’t a tech problem. It’s a people one - a societal issue that touches everyone.

And people like Vicky are showing us what support really looks like.

FAQs

What Is the National Databank?

It’s a UK-wide initiative that provides free mobile data to people who can’t afford it, helping them get online and access essential services.

Why Does Digital Inclusion Matter to Businesses?

Without digital access, customers may struggle to use services, manage finances, or find support. Inclusion helps build stronger, more resilient communities.

How Can My Organisation Support Digital Inclusion?

You could partner with charities like Good Things Foundation, start data hub initiatives, or offer basic skills training through branches or online resources.

Is Digital Exclusion Only an Issue for Older Adults?

No. Research shows younger adults also feel excluded due to affordability, lack of skills, or digital confidence - particularly around managing money.

What Makes Inclusive Digital Design So Important?

Designing with everyone in mind helps prevent friction, confusion, or exclusion. It creates intuitive journeys for users of all skill levels.

References

Digital Inclusion Action Plan: First Steps, GOV.UK, 2025

Exploring How People in the UK Are Affected by 'Digital Disadvantage', Ofcom, 2025

Digital Exclusion in the UK: Communications and Digital Committee Report, House of Lords Library, 2024

New Research Shows Almost a Quarter of UK Adults Feel Digitally Excluded, Link Scheme, 2024

Tackling the Barriers to Financial and Digital Inclusion, Virgin Money

Deep Poverty and Digital Exclusion in the UK, Good Things Foundation, 2025

Equivalent of 380,000 Jobs at Risk in UK Due to Critical Digital Skills Shortage, University of Birmingham, 2025

Job Not Done: Younger Generations at Serious Risk of Digital and Financial Exclusion, Virgin Money & WPI, 2025

Skills Gap Statistics UK 2023, Oxford Learning College, 2023

The Essential Digital Skills Gap, FutureDotNow, 2025

Good Things Foundation: Fixing the Digital Divide, Good Things Foundation

techUK Welcomes Government's First Digital Inclusion Strategy in a Decade, techUK, 2025

Ensuring the Digital Inclusion Action Plan Delivers for the UK's Most Disadvantaged, Nominet, 2025

Digital Exclusion & Inclusion: Supporting Older Adults in a Digital World, The Carents Room, 2025

Reviewed by

Sam Kendall, 12.06.2025