Vulnerability Matters: Recent Episodes
Vulnerability Matters
Welcome to the Vulnerability Matters podcast from the Money Advice Trust. A series that examines from a range of perspectives how firms are supporting consumers in vulnerable situations.
We focus on protecting customers from harm, but what about our colleagues? Paul and Andy share with Michael Hilton from Three Hands Insight how gambling addiction gripped their working lives, from hidden tactics during office hours to the spiralling crisis of workplace fraud, and what their colleagues and employers could have been done to help them.
We all know that the ‘poor pay more’. And we’ve all heard of the poverty premium affecting the lowest-income households in the UK. But just why has this premium risen by 75% in the last four years? And, more importantly, can we do anything at all about it? Rebecca Deegan from Fair By Design talks about new research with the University of Bristol’s Personal Finance Research Centre that may well give us the answers (and a sliver of hope too).
Imagine receiving a letter that looks official, important, and urgent, but being unable to read it. For over one million people in England and Wales who do not speak English as their first language, this is potentially an everyday reality, and it's one where household bills and debt repayment notices can go unread and unacted upon. Louise Allemagne from the Credit Services Association joins Chris Fitch to talk about the CSA’s new review of what is known about such customer language barriers, and most importantly, what can be done practically to overcome them.
Of the 70 million people living in the UK today, nearly 11 million are from a minority ethnic background. But to what extent might your heritage determine the cost of your everyday living? Jerry During, co-founder of Money A+E, joins Chris Fitch to explore the ‘ethnicity premium’ - the hidden and higher costs faced by diverse ethnic communities.
Every day, 1500 people in the UK die. But given this is a daily certainty, many organisations and businesses still appear under-prepared for the multiple challenges that death can bring to their customers. In this episode, Deborah and Jamesey share their experiences of navigating personal grief at the same time as often difficult organisational processes. Michael Hilton from Three Hands Insight hosts.
Is a vulnerability flag just a piece of data in a company system, or a lifeline that could change a customer’s world? As Sarah Liddon from Nationwide explains, behind every vulnerability flag lies a delicate balance of precision and compassion, reflected in Nationwide’s redesigned approach to ensure that every digital marker can lead to an effective and empathetic response.
In our fourth ‘Vulnerability Voices’ instalment, Owen describes how he suddenly became an unpaid carer. He explains to Michael Hilton from Three Hands Insight about the shock of taking on the carer role, how he under-estimated the challenge of looking after someone, and the frustration (and occasional joy) of engaging with essential services.
Tom and Gordon explain how their lives were suddenly turned upside down by unexpected and devastating drops in their incomes. Describing the impact that the resulting debt and exclusion had on every aspect of their personal and family lives, they share with Michael Hilton what was probably the greatest shock of all: the ineffective responses of the very organisations they thought could help them.
Financial services can be a complex world to navigate. But for many customers it can be so difficult, they have to rely on other people (‘third-parties’) to make everyday transactions and decisions for them. But what if there was another way? Lucy and Matt Robinson talk about their experiences of learning disability and banking, and why a new approach might allow customers like Lucy to make their own financial decisions, rather than being substituted for someone else.
into a much deeper exploration of the multi-million pound romance fraud industry. Becky talks with Chris Fitch about fake oil rig workers, scammer compounds, and her book ‘Keanu Reeves Is Not In Love With You’.linkedin.com/in/beckyholmeshatesspinachx.com/deathtospinach
Half of UK adults have characteristics of vulnerability. This is the most quoted FCA statistic in history. But what does it mean? And does the debate surrounding it overshadow other FCA statistical gems we should know about too? Sarah Montgomery from the FCA reveals the hidden treasures of the Financial Lives Survey to Chris Fitch.www.fca.org.uk/financial-lives financiallivessurvey@fca.org.uk https://www.linkedin.com/company/financial-conduct-authority
In our second ‘Vulnerability Voices’ instalment, Lindsey and Sage describe life as a customer with a conviction. They explain to Michael Hilton the barriers they have encountered when using essential services, and the ‘cloud’ of stigma following them from release to rehabilitation.www.threehandsinsight.co.uk www.linkedin.com/in/michael-hilton-39b02310a
Instinctively, as a society, we condemn those who abuse an older person’s trust and finances. But today’s guest, Richard Robinson (from the Hourglass charity) contends that such a moral response comes too late. Instead, what would be more valuable than the condemnation of such economic abuse, would be its prevention. So how can charities like Hourglass not only respond, but also prevent older peoples’ economic abuse? What can essential service firms realistically do? And is it really true that unchecked, economic abuse can literally shorten the life of an older person?https://www.wearehourglass.org/https://www.linkedin.com/in/richard-r-7836b929/
Chris Fitch speaks to one of the UK’s most notorious scammers: Alex Wood. Over the course of a decade, Alex stole millions of pounds from scamming, but now works to prevent it. In this episode, Alex talks about the psychology of scammers, how they engineer trust, and how they protect themselves by creating emotional distance from their victims.https://www.bbc.co.uk/programmes/m002h2gthttps://www.linkedin.com/in/beatfraud/https://moneyadvicetrust.org/training-and-consultancy/vulnerability-public-sessions/#outcomes-and-vulnerability
In our new feature ‘Vulnerability Voices’, we’ll be hearing directly from customers about their lives, circumstances, and interactions with essential services. Today, Anne and Robert explain to Michael Hilton from Three Hands Insight how serious illness has reshaped their personal and financial lives.
Why are outcomes so ‘hard’ to get right? David Atkins (formerly Lloyds Banking Group co-lead on vulnerability and inclusion) explains to Chris Fitch what an outcome is (and isn’t), why we all struggle to define and measure them, and how a new approach promises to make the whole process simpler, clearer, and more effective. Taking us from ‘too hard’ to giving us ‘new hope’, David demystifies an issue which has previously tied many of us up in knots. https://www.linkedin.com/in/david-atkins-spenkins/ www.moneyadvicetrust.org/vulnerability
The ‘Purple Pound’ measures the potential spending power of households with at least one disabled person. Reported to be worth £274 billion per year to the UK economy in 2017, new data values it at £446bn. Mike Adams (CEO of disability organisation Purple) and Jamie Evans (Research Fellow, Bristol University) join us to discuss what the Purple Pound is, whether it really is worth this much, and just what a “purchasing power” figure like this means when so many disabled people are reporting everyday financial difficulty? Mike Adams: https://www.linkedin.com/in/mike-adams-purple/ Jamie Evans: https://www.linkedin.com/in/jamie-evans-387485120/ Purple Tuesday: https://purpletuesday.co/ Help! Guide: https://www.moneyadvicetrust.org/vulnerability-resources
‘Financial wellbeing’ is a term that many use, but most never dare define. However, Professor Adele Atkinson (Centre on Household Assets and Savings Management, Birmingham University) not only defines what ‘financial wellbeing’ means, but explains how its key elements affect our everyday thinking and behaviour. https://www.linkedin.com/in/adele-atkinson-afrap/ https://www.birmingham.ac.uk/research/centres-institutes/household-assets-and-savings-managementerstestiftung.org
Starting a Champion Networks sounds simple. However, they’re harder to start and sustain than we think. In this episode, Charlie Turrell from the Ministry of Justice and the Champions of Accessibility Network joins Chris Fitch to share what makes a Network ‘work’, why so many crash and burn, and how the secret to their success might just be good old-fashioned ‘fun’. https://www.linkedin.com/in/charlie-turrell https://ab11y.com
What happens when lived experience shared online becomes advice that lacks evidence? In this episode, Matt Gupwell, founder of ThinkNeurodiversity, joins Chris Fitch to unpack the rise of vulnerability and neuro-influencers, challenge recycled myths, and explain why re-balancing lived experience with research is essential for preventing harm.https://www.thinkneurodiversity.co.uk/https://www.linkedin.com/in/mattgupwell/
What does it mean to design a service, product, or even a letter in a ‘trauma-informed’ way? Content designer Rachel Edwards explains to Chris Fitch what trauma is (and isn’t), how it affects peoples’ everyday lives, and how six principles can turn any design into a ‘trauma-informed 'design. https://www.designedwithcare.org/
In this Season 4 opener, we look at cryptocurrency and gambling. Unpacking its rise and effects are Raminta Diliso (GamCare Financial Harm Project) and Jason (who shares his experience of the impact and loopholes that crypto introduced to his gambling), with Chris Fitch asking the key question: what, if anything, can financial service and other firms do to tackle this?https://www.gamcare.org.uk/outreach-and-training/gambling-related-financial-harm/ https://www.linkedin.com/in/ramintad/
In her final lecture, Elizabeth focuses on the power of listening. Identifying this not only as an individual human skill we all need to develop, but also as the core of an effective organisational strategy on vulnerability and inclusion, Elizabeth introduces different ways of listening for our organisation to connect, prevent harm, and deliver change. LINKS:https://www.linkedin.com/in/elizabethblakelock/
In her second lecture, Elizabeth explores whether concepts like fairness, equity, diversity, and inclusion can really help organisations measure and improve customer outcomes. Explaining why it is critical to go beyond surface-level metrics, Elizabeth identifies how we can identify hidden harms, and the role of disaggregated data in understanding who benefits - and who is being left behind.LINKS:https://www.linkedin.com/in/elizabethblakelock/
In her first of three lectures, Elizabeth enters the world of the ‘Inclusion Allies’ – the people, networks, and groups who can help us build inclusion from within. Examining how such relationships can drive powerful change, Elizabeth outlines the practical steps needed to draw on lived experience from within organisations and sectors, and how such connections are essential to short and long-term impact.LINKS:https://www.linkedin.com/in/elizabethblakelock/
Can Ofgem’s 2025 Consumer Vulnerability Strategy really lead to better services? Just what is new about it? And how will it meet an army of challenges ranging from net-zero to the cost of living to market reform? Beth Martin (Director, Consumer Protection and Competition) lights up the strategy, explains how Ofgem will hold “firms’ feet to the fire” to deliver it, and outlines the everyday differences that consumers will notice. https://www.ofgem.gov.uk/sites/default/files/2025-04/Final%20CVS%2015042025-20250414111309.pdf
In this bonus episode, Dr Nicola Sharp-Jeffs returns to explore the newly released 2025 Financial Abuse Code from UK Finance. Building on a decade of development, the Code outlines seven pillars for firms to better identify and support customers. But how well will it protect victim-survivors of economic abuse? Nicola explains all to Chris Fitch.https://www.linkedin.com/in/dr-nicola-sharp-jeffs-obe-cf-frsa-685a646/https://allthingseconomicabuse.com/https://www.ukfinance.org.uk/system/files/202504/Financial%20Abuse%20Code%20report.pdf
Nicola Sharp-Jeffs has been the UK’s leading voice on economic abuse over the last two decades, and is now bringing about change on the global stage. In her first public conversation since stepping down as CEO of the charity she founded, Surviving Economic Abuse, Nicola explains what economic abuse means to her, the policy milestones and practical mountains she has encountered, and just how all essential services – not just financial, but including energy to gas to telecommunication companies – can act to both change and save victim-survivors lives.https://www.linkedin.com/in/dr-nicola-sharp-jeffs-obe-cf-frsa-685a646https://allthingseconomicabuse.com/
Chatter about 'inclusive design' has never been greater - but a significant difference exists between discussing the approach, and actually doing it. Jo Ellis and Katherine Snow explain how Tesco Bank made the shift from eulogising about inclusive design to actually embedding it in within the organisation. Outlining the process they followed, they describe to Chris Fitch the crests and challenges they encountered, how they overcame these, and provide a key case-study in ‘doing’ rather than ‘talking’.Links:Jo Ellis - https://www.linkedin.com/in/jo-ellis-b614a160/Katherine Snow - https://www.linkedin.com/in/katherinesnow/New Inclusive Design training course - https://moneyadvicetrust.org/training-and-consultancy/nile/
Financial inclusion is in the spotlight - but what does it actually mean? Howard Taylor - Financial Inclusion Commissioner and PwC Director – explains all, and provides a simple, memorable, and surprisingly entertaining way to understand how the complex relationship between financial inclusion, vulnerability and accessibility works in practice. Howard also outlines the key pillars and pathways to inclusion, why 1990s sporting icon Ray Parlour is important to all this, and what the new Government Financial Inclusion Committee could mean for the UK.Howard Taylor - https://www.linkedin.com/in/howard-taylor-55021825/Financial Inclusion Commission - https://www.linkedin.com/company/ukfinclusionFinancial Inclusion Committee - https://www.gov.uk/government/publications/financial-inclusion-committee
Disabled customers need reasonable adjustments – but just what is reasonable (and unreasonable)? Dr Maria Orchard (University of Leeds) and Naomi Aziz (Scope) unpack what the Equality Act 2010, and the Equality and Human Rights Commission’s Code of Practice, suggest that every firm could usefully consider.https://www.linkedin.com/in/mariaorchardhttps://www.linkedin.com/in/naomipeel/https://www.equalityhumanrights.com/equality/equality-act-2010/codes-practice/services-public-functions-and-associations-code-0
What if ‘vulnerability’ was more than a technical label and instead became part of a wider human movement for change? In this episode, Lee Healey (Founder of IncomeMax) explains why now is the time to think about vulnerability not just a regulatory duty, but as an opportunity to embed empathy, kindness, and action across society.https://www.linkedin.com/in/incomemax/https://www.incomemax.org.uk/our-story
AI is promoted as a solution for identifying and supporting vulnerable consumers. But does its performance match its hyperbole? Savannah Price (CEO, Serene) and Dan Holloway (Rogue Interrobang/University of Oxford) cut through the noise and explore not only how far AI has gone on vulnerability, but how much further we might want it to.https://www.linkedin.com/in/ssprice/https://www.linkedin.com/company/myserenehttps://www.linkedin.com/in/dan-holloway-79808288/
Touchscreen payment devices are used across the UK’s shops, cafes, and restaurants. But has this flatscreen payment revolution excluded millions of disabled consumers? Dr Amy Kavanagh (accessibility specialist) and Adam Scarrott (UK Finance) debate the challenges, oversights, and design solutions.Links:https://www.linkedin.com/in/dr-amy-kavanagh/https://www.linkedin.com/in/adam-scarrott-b9142710/https://www.ukfinance.org.uk/system/files/2022-05/UKTAS%20touchscreen%20accessibility%20220519.pdf
Matt Dronfield describes how a fleet of video debt advice kiosks are now reaching some of the UK’s hardest to engage communities, including Brixton Prison. Matt explains what the impact has been, and just how he managed to get permission to install soundproof, internet connected, video kiosks across the UK’s prison estate.https://www.linkedin.com/in/mattdronfield/ https://debtfreeadvice.com/news-blogs/debt-free-advice-video-kiosk-arrives-hmp-brixton
Recorded live from the London launch event of the FCA’s much-anticipated review of how financial service firms are treating customers in vulnerable circumstances, Chris Fitch talks to Charlotte Clark about what the review’s findings mean for firms, consumers, and the regulator too, and whether consumer vulnerability can really sit alongside wider economic growth objectives.Charlotte Clark - https://www.linkedin.com/in/charlotte-clark-a44b75121Review press release - https://lnkd.in/emwe2XXzReview of firms' treatment of customers in vulnerable circumstances - https://lnkd.in/eH9iT_3HDelivering good outcomes for customers in vulnerable circumstances – https://lnkd.in/eEhtJxHMConsumer research report - https://lnkd.in/eCz6YC-k
When a customer has needs that go beyond our internal expertise, signposting is our go-to solution. But are we doing it wrong? What should we change? And just how can we use it to help our customers, but avoid over-whelming the charities and specialist organisations that are already struggling with demand?https://www.linkedin.com/in/catdivers
Christine Tate and Dan Holloway talk about a brand new guide “Help! What support can firms give disabled consumers and people in vulnerable situations?”. Dubbed a support-needs-mini-starter-guide-for-the-confused, this new resource brings together over 100 different types of common support needs from a range of essential sectors and people with lived experience for the very first time.www.MoneyAdviceTrust.org/vulnerability www.WhatWeNeed.Supporthttps://www.linkedin.com/in/christine-tate-2480ba26https://www.linkedin.com/in/dan-holloway-79808288
Shaun Conner talks to Chris Fitch about setting-up an ‘Empathy’ or ’Accessibility Lab’ to help staff better understand the barriers that disabled people face in their interactions with essential services. But what sort of kit do you find in an ‘Empth’ Lab? And can such simulation ever really work in practice?Shaun Conner (LinkedIn)https://www.linkedin.com/in/shaun-conner/Government Accessibility Personas/Posters:https://alphagov.github.io/accessibility-personas/Crip For a Day:https://www.sciencedaily.com/releases/2017/04/170411151019.htm
Drawing on his experience of supporting people involved in the Grenfell Tower fire, Manchester Arena bombing, and other national emergencies, Andy Langford talks to Chris Fitch about the key steps that we can take during and after such high-impact events to restore safety and diminish distress, and what essential services can learn from this.https://www.linkedin.com/in/andy-langford-548979204/
Grace and Phil draw on new consumer and survey data to identify the major vulnerability trends, policy launches, and practical impacts that we’ll see in 2025, and explain to Chris Fitch just what the key events of 2024 were that got us here.https://www.moneyadvicetrust.org/vulnerability
Katie Orme talks to Chris Fitch about Octopus Energy’s decision to employ a team of eight in-house social workers for its customers. Katie shares what a typical day involves as Head of Service for Social Work, the types of customer cases she is helping, and the impact her team of eight are having for Octopus Energy and the customers they serve.https://www.linkedin.com/in/katie-orme-764b41282/
Elizabeth Anderson talks to Chris Fitch about what ‘digital poverty’ actually is. Cutting through the most common myths, Elizabeth explains what living in a ‘digital first’ world looks like to the 11 million UK adults who lack the skills to navigate it, or who cannot afford the costs of online life, and what essential services can do for digitally vulnerable consumers. https://www.linkedin.com/company/digital-poverty-alliancehttps://digitalpovertyalliance.org/
Holly Tuke explains to Chris Fitch how understanding the everyday joys of cooking chips, make-up tips, and going to gigs as a blind person, can help essential services tackle the challenges that their blind customers and colleagues face in a majority-sighted world. Holly also schools Chris on visual language, self-descriptions, and why Braille isn’t everything. https://lifeofablindgirl.com/ https://www.linkedin.com/in/hollytuke/
Just 11-14% of UK adults in a vulnerable situation have ever disclosed this to an essential service firm, despite the help it might lead to. So why are consumers staying quiet? And how can firms get them to disclose their situation and needs? Alexis Stevens explains what firms can do, and shares her mixed experiences of disclosing her bipolar disorder to get help. www.linkedin.com/in/alexis-stevens-ab6192157/ www.moneyandmentalhealth.org/disclosure
Just how are 999 staff trained to talk, listen, and remain calm as vulnerable callers seek urgent help? In this episode, Mike Modder-Fitch shares his experience of running Police Force Control Rooms and NHS Integrated Care Contact Centres, and explains just what essential service staff can learn from their counter-parts in 999 settings. Mike also explains what his journey from previously running energy and financial service telephone contact centres, to now being Head of Service (IUC) at Yorkshire Ambulance Service NHS Trust, has taught him about the meaning of ‘vulnerability’. https://www.linkedin.com/in/mike-modder-fitch-6b318229
In this episode, Swindon Borough Council give away (for free) their AI tool which translates documents into an Easy Read format for people with learning disabilities or literacy difficulties. Chris Fitch picks up his jaw from the floor as Annie Baker explains more about ‘Simply Readable’, and Tom and Lilly describe their expert by experience role in the project. www.youtube.com/watch?v=leQegdK-1M8 source code: github.com/aws-samples/document-translation
Of the 650,00 people who die each year in the UK, many will have been living with a terminal illness. David Williams shares the practical strategies used on the Marie Curie Information Support Line to have more helpful, natural, and practically useful conversations with terminally ill people and their families. https://www.mariecurie.org.uk/
Kicking-off our new Season, Celia Chartres-Aris takes us on a crash-course on ‘ableism’ - a term many disabled people have embraced as reflecting their specific experience of discrimination, but which others have sceptically viewed as another buzzword in an already complex discussion. Links: https://www.linkedin.com/in/celia-chartres-aris/?originalSubdomain=uk https://unlearningableism.com/
In this episode, we tackle the Sunflower Lanyard scheme, a global initiative that helps people with hidden disabilities signal their need for support and understanding in public and workplace spaces. Talking with Paul White (Chief Executive), we look behind the green and yellow lanyard to uncover the scheme’s origin story, its lesser-known support offerings, and imminent digital evolution. https://www.linkedin.com/in/paul-white-61aabb56/ https://hdsunflower.com/uk/
This episode dives into the fascinating world of accessible numbers with Laura Parker, a ‘numbers’ specialist. Laura explains to Chris Fitch what accessible numbers are, how they affect everyone’s life (including her own experience of dyscalculia), and shares five tips for making numbers more accessible for everyone. https://www.linkedin.com/in/lauramarieparker/
Kathryn Townsend, the out-going Government Disability and Access Ambassador for Banking, asks the question we’ve all asked ourselves at some point: have I actually made things better here? In a personal and frank conversation, Kathryn reflects on the extent to which she has reformed the banking sector for disabled customers, the obstacles and conflicts she has encountered in doing this, and how to make progress in a role which has been both celebrated and criticised for its potential to bring about change. You can find out more about Kathryn at https://www.linkedin.com/in/kathrynjanetownsend/
What happens when ‘good intentions’ create ‘bad design’? In this 20 minute episode, the internationally renowned writer Liz Jackson talks about how well-meaning attempts to design innovative products and services for disabled people often end in practical failure, and outlines 5 ways to distinguish ‘good’ from ‘bad’ disability designs. You can find out more about Liz and her work at https://linktr.ee/eejackson | @elizejackson | https://www.linkedin.com/in/eejackson/
In the UK, we send around 110 million texts every day. In today’s episode, Victoria Hornby (Chief Executive of Shout, the UK’s only 24/7 text service for anyone struggling to cope) talks with Chris Fitch about text-based conversations and crisis, how Shout works, and what essential services can learn from Shout’s strategies for managing crisis conversations on a digital channel. You can find out more about Shout at www.giveusashout.org. Or if you are struggling to cope and need to talk, you can speak to a trained Shout Volunteer by texting the word ‘Shout’ to 85258.
In this 20 minute episode, we examine what it is like to work on ‘vulnerable consumer’ issues for a living, while personally experiencing vulnerability, harm, and difficulty at the same time. Sharing their thoughts, experiences, and advice with Chris Fitch on “being vulnerable, while working in vulnerability” are Makedah Simpson (UK Regulators’ Network) and Rosie Lyon (Vulnerability Specialist at AIB). Makedah Simpson: https://www.linkedin.com/in/makedahsimpson/ Rosie Lyon: https://www.linkedin.com/in/rosie-sarah-lyon/
Our latest 20 minute episode focuses on the issue of dependency, addictions, and what essential services can do to support customers with drug, alcohol, gambling, or other related problems.Jamie Compton-Rea explains to Chris Fitch about the steps that services can take, and just what is realistic and effective action in such dependency situations. Find out more about Jamie at his upcoming course on addiction and essential services at www.moneyadvicetrust.org/training and follow the link titled 'addictions'.
Our latest 20 minute episode focuses on the more than 5 million unpaid UK carers who are supporting someone with a physical, mental health, or old-age related problem. Trevor Salomon explains to Chris Fitch about the reality and impact of being an unpaid carer to his wife Yvonne (diagnosed with early onset Alzheimer’s in 2013), and how essential services can better identify and support carers. Find out more about Trevor and Yvonne at https://uk01.z.antigena.com/l/LVTCyv5xA3zInZmZsWhCgC54AfGguVgMXnQEEEky96GQy4tBR1NRt~rcSQbiRj~y2qoVYYK7wjhgM7yTgCFfmTaV8jq0pP2S-vnfnSHcM2QwRm5ZPRyJd~nfDvl03HNQLWFVXyv3B7pp5DG3PmuxqcXFN-3dvXZc5BXJkwimS4pBwoeWL7KshOU6N6vifhNQggoJxzx5fit6aULebGH0CaSOaYvac-QdkjUrG6DsZ3wR-71cdCOnArg~MJzs-0fKM8KXDq~erS0j00D7UX9Nj3qMLc , and access the Alzheimer’s Society guides for essential services at: https://www.alzheimers.org.uk/get-involved/dementia-friendly-resources/organisations/resources
In the UK, half a million older people report going 5-6 days a week without seeing or speaking to anyone, while a younger cohort aged 16-29 are now reporting loneliness twice as much as those over 70.So in this episode, Chris Fitch spoke to Amy Perrin from the only charity in the UK dedicated to tackling loneliness: the Marmalade Trust (named after Paddington Bear’s friendly qualities). Chris asked Amy about the extent of loneliness across the UK, what types of support essential services can realistically give to people who are lonely, and just how we can start a conversation about loneliness from scratch.Amy Perrin:www.linkedin.com/in/amy-perrin-marmaladetrust| Marmalade Trust:www.marmaladetrust.org/stats| Loneliness Awareness Week (10-16th June):www.lonelinessawarenessweek.org
In this episode, we focus on the 1-in-5 UK consumers living with some form of facial or bodily scarring, mark, or condition that makes them look or feel significantly different. Known as ‘visible difference’, our host Chris Fitch talks to Sudha Vijay from the charity Changing Faces about her experiences as a consumer with visible difference, while Jane Rodrick and Michaela Baker explain the approach that Lloyds Banking Group staff are taking in branches and face-to-face contact with customers like Sudha.
Around 12 million UK adults - 1-in-every-5 of our customers - are living with hearing loss which makes following speech and conversations difficult. Inclusion specialist Tim Scannell – profoundly deaf and a BSL user – joins Chris Fitch to discuss improvements to essential service design and operation, and what can be done to avoid customers with hearing loss feeling overlooked, forgotten, or treated as an ‘after-thought’ by our services.More on Tim’s work is at www.timscannell.co.uk and www.linkedin.com/in/tim-scannell. You can also watch this podcast with BSL interpretation at https://www.youtube.com/watch?v=6OB_NeZLOFU&feature=youtu.be
Everyone is talking about the importance of ‘lived experience’ and ‘experts by experience’, but what exactly do these phrases mean? Just how do we practically involve people with this experience in our work? And what difference does it all make anyway?Answering these questions is researcher, writer, and lived experience expert Dan Holloway (from Oxford University spin-out Rogue Interrobang), and asking them is our host Chris Fitch.
Like vulnerability, trust matters. Behavioural scientist, Charlie Nixon from Cowry Consulting talks to Chris Fitch about how trust determines what products we buy, which organisations we agree to let deliver our essential services, and just what we tell these firms about ourselves. And, most importantly, how vulnerable consumers decide who is trustworthy and who is not? Charlie can be found at https://www.linkedin.com/in/cnbnixon/ and Cowry at: https://www.linkedin.com/company/cowry-consulting/ In the podcast, Charlie also talks about the following resources: David Maisters “The Trusted Advisor”( https://bit.ly/3Su34oi), Ken Rotenburg “The Psychology of Trust” (https://amzn.to/3SJvUCp) and Paul Zak on the Harvard Business Review on “the Neuroscience of Trust” (https://uk01.z.antigena.com/l/Hi2Fxuahf8j2KNJlXvG7XYgAjY64Ur-2jHfcSIIxbXFu-f9g3x-SvaphvaZON5SXt9SIobgrdRKAov8SFKNg88l4Q9qrUpkUQV~uQvZl5~-tZ~vqRKqWJLZxGOj1Cz0dwQul3mRej2tkJ27JqIa-KHrvFMy7fmLuIIf-rdRAZexnnuh0PmxkMsIm0a7xwzGNfWwyUYlIga8VbsIbwBRhpYib325hU81nI-3~pCnbf~ZURYXE_rq5hDDWJEmvmLPV5dlooekJ5zuigy7JR2u9 ).
This episode focuses on stammering (also known as stuttering). Talking with Lyndsay Edgington from the national stammering charity STAMMA, our host Chris Fitch listens as Lyndsay explains how staff in banks, energy, and retail organisations can better understand and meet the needs of the 1 in 100 customers who will stammer. You can find out more about STAMMA at https://stamma.org/, including their guide for contact centre staff https://stamma.org/about-stammering/stammering-customer-contact, while Lyndsay is at https://www.linkedin.com/in/lyndsay-edgington-672090198/
In this episode on empathy, Chris Fitch asks Mathieu Lajante: just what is empathy? Is it possible to train people to become more empathetic? And are empathy training courses a worthwhile investment in terms of time, money, and results for our organisations and staff? Mathieu is Associate Professor at Toronto Metropolitan University, Director of its Consumer Neuroscience Laboratory, and lead author of a new review of the scientific literature on the effectiveness of empathy training. More at: https://www.linkedin.com/in/mathieu-lajante-ph-d-b5b3461b2/?originalSubdomain=ca and mathieu.lajante@torontomu.ca, while Mathieu’s paper is at: https://uk01.z.antigena.com/l/Bk274bwsgooqOwaAQymiEvetfqZ4yYl0wu2ZtR061K7P42Vw9fKOul1EC~E15OcpYSuUGhJJrh-rWbeA3NEPQKTnCyGIdaJ~Q0YMeOyg8B_~ekrapyJ-_xDAsXK2Jx82yIx3X2SFp0FLzmXassrsSZF3OOk7a-o4wLojWWI9gMwDssPMVvaKyYc0qaNlnQCRQqio
For this fascinating ‘end of 2023’ episode, Lee Walls talks to Chris Fitch about the science, experience, and lessons for life and vulnerability, of being a fire-walker. Lee explains how walking over 350 degree red hot coals can help understand and reframe situations of personal and customer vulnerability, and how her own lived experience of alcohol addiction led to her stepping into, and onto, fire-pits across the world. Lee and Firewalk Scotland can be found at https://www.linkedin.com/in/lee-walls and https://www.firewalkscotland.co.uk/
Katie Mackay and Jack Hatcher – from the Nationwide Building Society – talk to Chris Fitch about their ‘Speak Easy’ initiative to support non-speaking and non-verbal customers. Katie explains how her experiences of being non-speaking in certain situations informed its development, while Jack shares findings and communication lessons from the ‘Speak Easy’ pilot in Nationwide branches. You can find both on LinkedIn, and access the finalised ‘Speak Easy’ card system at: speakeasy@nationwide.co.uk | https://www.linkedin.com/in/katie-mackay-a2a90512a/ | https://www.linkedin.com/in/jack-hatcher/
Joshua Aspden – a specialist in financial inclusion among refugee and asylum seeker populations joins Chris Fitch to talk about his work in helping helped thousands of people to make sense with not just a new country and culture, but with an entirely different system of financial and essential services. Josh talks about his own experience of being new to the UK, his work with asylum seekers and refugees, and the difficulties and vulnerabilities that people can experience with money.Josh can be found at: https://www.linkedin.com/in/joshua-aspden-0730423b/
Best-selling author Tim Farmer joins Chris Fitch to chat about mental capacity, decision-making, and his latest book “Grandpa on a Skateboard. The practicalities of assessing mental capacity and unwise decisions”. Clinical Director at Comentis, Tim takes Chris on a tour of the practical action needed to identify and support customers with decision-making limitations (both online and off-line), as well as explaining the definitions and law that can surround and cloud this topic. More on Tim and the work of Comentis (the cognitive assessment specialists) can be found at: https://www.linkedin.com/in/timfarmertsf/
Steve Donovan from Ovo Energy talks with Chris Fitch about a tool that everyone working with customers will use every single day, but which most of us probably don’t give enough attention, care, or love to: our voice. Steve walks Chris through the Ovo training team’s ‘tone of voice’ model (covering pitch, pace, volume, energy, and articulation), talks about using this with vulnerable customers, and shares his top tips on how to protect and look after our voices.Steve is Vulnerability Lead at Ovo Energy and can be found at: https://www.linkedin.com/in/steven-donovan-865a40131/
Rose walks our host Dr Chris Fitch through the science, experience, and impact of ‘being cold’. Explaining how the cold affects us in physical, mental, financial, and social terms, Rose outlines the actions that staff can take to help customers likely to experience detriment from colder temperatures and fuel poverty. Inclusive designer and researcher for a fair, low carbon energy future, you can find out more about Rose and Energy Systems Catapult at: https://www.linkedin.com/in/rose-chard-35526625/
Elizabeth discusses her own experience of chronic pain, how it affects millions of customers in the UK on a daily basis, and how organisations can work to support customers living with it. Advocate, policy specialist, and writer, you can find out more about Elizabeth at: https://www.linkedin.com/in/elizabethblakelock/
Phil shares new research data on what essential service firms are saying their biggest themes, fears, and challenges are for consumer vulnerability in 2023/2024. Senior Training Consultant at the Money Advice Trust, Phil can be found at: https://www.moneyadvicetrust.org.uk/vulnerability
Sarah talks about working more effectively with trans customers, life as a transwoman, and how she is bringing about change herself. Co-founder of Simply Equality and Joint Head of Equality and Diversity at Oxford University, Sarah can be found at: https://www.simplyequality.com/
Back in February, The Financial Conduct Authority published its finalised vulnerability guidance. As firms continue their work to translate these expectations into practical action, it is made clear by the FCA that firms need to be able to evidence that their outcomes for vulnerable customers are as good as those of other customers.
So, just what is an 'outcome' and how do we decide which outcomes we need to monitor? Why do they matter so much when it comes to vulnerability? and most importantly, how do firms go about doing all of this?
Joining Vulnerability Lead Consultant Chris Fitch to answer these questions and more are:
Peter Tutton - StepChange, Head of Policy Jane Rodrick - Lloyds, Head of Customer Vulnerability Ian Phillips - Vulnerability Academy, Co-Facilitator.
Find out more about the Vulnerability Academy in partnership with UK Finance here: https://www.ukfinance.org.uk/events-training/vulnerability-academy-improving-outcomes-customers-vulnerable-circumstances
‘Expert by experience’ is increasingly recognised as an approach to help ensure markets are inclusive, especially for customers in vulnerable circumstances. Charities and people with a lived experience of vulnerability want to increasingly shape the thinking and practice of organisations.
Most regulators (including the FCA) recognise this and expect firms to consider such an approach. However, just how do organisations practically do this when there are 28 million vulnerable customers (all with different needs) and just 24 hours in a day to make this all work?
Our latest podcast recorded as part of MALG's Virtual Connect, brings together five experts to explain just what an ‘expert by experience’ is, how organisations go about selecting which experts and charities to work with and what difference this engagement can make to the way in which organisations operate.
Joining our Vulnerability Lead Consultant, Chris Fitch are:
Multi award-winning disability campaigner and Euan’s Guide Ambassador, Jon Attenborough.
Head of Customer Vulnerability, Strategy, Insight and Engagement at Lloyds Banking Group, and Vulnerability Academy graduate Jane Rodrick.
Chair of the Money Advice Hub, St Georges House Leadership Fellow, and service design innovator, Sam Nurse.
Managing Director at Three Hands, an organisation that brings people with lived experience of vulnerability with organisations who want to understand and connect with the lived experience perspective, Jan Levy.
Head of Corporate Engagement at Fair By Design (funded by the Barrow Cadbury Trust), Carl Packman.
www.moneyadvicetrust.org
To mark the release of the finalised FCA vulnerability guidance, the Money Advice Trust held a special webinar to discuss what the guidance means for firms and how you and your organisation can change the regulator’s expectations into reality for your customers.
Joining Vulnerability Lead Consultant, Chris Fitch for a very special discussion on the content of the FCA guidance are:
- Sarah McKenzie - FCA, Head of Consumer Strategy and Policy
- Mike Songer - Lloyds, Director Group Customer Vulnerability
- Fiona Turner - UK Finance, Head of Vulnerability
- Tim Hawley - Capital One, Head of Customer Vulnerability
- Ian Phillips - Vulnerability Academy, Co-Facilitator
Listen for insight, practical discussion, and the opportunity to hear directly from the FCA what your firm should do in response to vulnerability.
You can also download our new free whitepaper to help your firm meet the FCA expectations and achieve positive outcomes for your vulnerable customers here: https://mailchi.mp/fd7a2c10e676/meeting-expectations-and-achieving-outcomes
There is an increasing focus on inclusive design from industry regulators and firms themselves. But what does ‘inclusive design’ really mean? How can firms – and regulators - translate this concept into practical action to make sure that products, services and markets work well for all?
Marking the launch of two new, practical guides on inclusive design for firms and regulators by the Money Advice Trust and Fair By Design, this podcast explores these questions and more – giving you practical tips on how to utilise inclusive design in your own work.
To download the guides mentioned in this podcast: https://mailchi.mp/moneyadvicetrust.org/design
Chaired by the Money Advice Trust's Vulnerability Lead Consultant Chris Fitch, you will hear from:
- The author of the practical guide for firms, Bailey Kursar.
- Martin Coppack, the Director of Fair By Design giving an overview of the new guides.
- Jenny Smedley, Head of Customer Segmentation & Propositions, Lloyds Bank.
- David Atkins, Head of Group Customer Vulnerability, Lloyds Bank.
- An expert by experience who will talk about the practical difference that inclusive products, services and markets can make.
To mark the launch of new GDPR guidance from the Money Advice Trust and Money Advice Liaison Group Ltd (MALG), we discuss how firms can meet data protection regulation and support customers in vulnerable circumstances.
You will hear from two of the authors of the guide, Chris Fitch – Money Advice Trust Vulnerability Lead Consultant – and Robert Bell – a data protection expert.
They will be joined in conversation by; Paul Smee, Chair of MALG Nina Best, Senior Legal Counsel and Data Protection Officer, Capital One Dan Holloway, Writer and Lived Experience Expert
The panel will discuss how firms can meet data protection regulation and support vulnerable customer needs, while keeping this process practically simple.
You can download the guides here: https://mailchi.mp/moneyadvicetrust.org/vulnerability-gdpr-and-disclosure-practical-guidance-for-creditors-and-advisers
Part 2 of the vulnerability and identity conversation: As we now focus on the move from identification to conversation with customers in vulnerable circumstances, our expert panel discuss how firms can start these important conversations, the techniques that exist for doing this and – most critically – how do we get customers to welcome our intervention?
Joining Chris Fitch in the identification conversation to share their strategies are: Laura Tough - Nationwide Dan Clarke - Monzo Mark Fiander - Gain Credit Dr Elizabeth Blakelock - Citizens Advice
Subscribe to our Vulnerability Matters newsletter for updates on future webinars: https://mailchi.mp/moneyadvicetrust.org/vulnerability-matters-newsletter
Identifying when someone is vulnerable is rarely simple, every consumer is different and their cues, clues, and signs of vulnerability will differ too.
As technology and the way creditor staff communicate with customers continues to evolve, identification is no longer exclusive to voice-to-voice, or face-to-face settings and now includes communication platforms via digital channels, in-app chat, transaction data and more.
How do we identify a vulnerable consumer and how do we realistically do this across channels? And once we’ve done this, how do we make the move from identification to conversation?
Joining Chris Fitch, our Vulnerability Lead Consultant, in conversation to answer these questions and more are:
Laura Tough - Nationwide Dan Clarke - Monzo Mark Fiander - Gain Credit Dr Elizabeth Blakelock - Citizens Advice
Some argue that ‘design’ is the new tool for tackling vulnerability:
• regulators are telling firms to design inclusively • firms are telling staff to design with vulnerability in mind • and products and services are now appearing for once overlooked consumer groups.
But just what is ‘design’ when it comes to vulnerability? Can we really design inclusively, accessibly, and for everyone at the same time?
Chris Fitch, our Vulnerability Lead Consultant, is joined in conversation by:
Tim Hawley - Head of Customer Vulnerability, Capital One Bailey Kursar - CEO & Founder, Touco Sian Williams - Director of Policy and Innovation, Toynbee Hall Dr Rose Chard - Consumer Insight Specialist, Energy Systems Catapult
Subscribe to our Vulnerability Matters newsletter for updates on future webinars, podcasts and training resources for creditors: https://mailchi.mp/moneyadvicetrust.org/vulnerability-matters-newsletter
Sharing their views on World Suicide Prevention Day, our expert panel discuss what more can essential services do to help vulnerable customers with thoughts of suicide to stay safe, and to stay alive whilst keeping staff safe in the process.
Chris Fitch, our Vulnerability Lead Consultant, is joined in conversation by:
Nick Barnes - Suicide First Aid, CEO & founder, National Centre of Suicide Prevention Education and Training
Neil Taylor - Industry Liaison Manager, NatWest Group
Gareth McNab - Lived Experience Expert & Money Advice Liaison Manager, Nationwide
Subscribe to our Vulnerability Matters newsletter for updates on future webinars, podcasts and training resources for creditors: https://mailchi.mp/moneyadvicetrust.org/vulnerability-matters-newsletter
In July, the FCA published its latest proposed guidance for firms on the fair treatment of vulnerable customers.
Led by our Vulnerability Lead Consultant Chris Fitch, we will explore and discuss the FCA's proposed guidance, our thoughts on its contents, and what it is likely to mean for firms based on experience of working with organisations to help them improve support for customers in vulnerable circumstances.
Chris is joined by a leading panel including:
Tim Hawley - Capital One, Operational Excellence Lead Fiona Turner - UK Finance, Head of Financial Inclusion, Capability and Vulnerability Bailey Kursar - Touco, CEO
Subscribe to our Vulnerability Matters newsletter for updates on future webinars, podcasts and training resources for creditors: https://mailchi.mp/moneyadvicetrust.org/vulnerability-matters-newsletter
In this live webinar recording our expert panel discuss a new report from the University of Bristol’s Personal Finance Research Centre (in partnership with Gamble Aware) on the availability, use, and design of bank card gambling blockers as well as examining what creditor staff can do to best support people who experience, or are at risk of gambling-related harm.
• Should the law require every debit/credit card to be set – by default – to block customer expenditure on gambling? • Why have some banks launched gambling blockers on their payment cards, while others have not? • Is it a bank’s duty to provide such blocking controls?
Joining our Vulnerability Lead Consultant Chris Fitch to discuss these and other questions are: - Sharon Collard, co-author of ‘A Blueprint for Bank Card Gambling Blockers’ - Alexandra Frean, Head of Corporate Affairs at Starling Bank - Tony Franklin, self-described problem gambler, and activist and writer on gambling reform - Matt Gaskell, Clinical Director of the NHS Northern Gambling Services
Subscribe to our Vulnerability Matters newsletter for updates on future webinars, podcasts and training resources for creditors: https://mailchi.mp/moneyadvicetrust.org/vulnerability-matters-newsletter
Our fifth ‘Working in a crisis’ recording, to help creditor staff working in front-line/customer-facing, management and specialist roles explores how should firms apply 'vulnerability' to small business owners.
However, what does this really mean in practice? Does it differ from commercial vulnerability? And what should firms do to support ‘vulnerable’ small business owners?
In this episode, the Money Advice Trust's Vulnerability Lead Consultant Chris Fitch is in conversation with Anil Patel from Business Debtline and small business vulnerability specialist, Ian Philips to reflect on the impact of vulnerable circumstances on small businesses owners.
Subscribe to our Vulnerability Matters newsletter for updates on future webinars and to access e-learning resources for creditors: https://mailchi.mp/moneyadvicetrust.org/working-in-a-crisis
Our fourth ‘Working in a crisis’ recording, to help creditor staff working in front-line/customer-facing, management and specialist roles explores 'Dealing with financial crisis and serious illness'.
When someone is seriously ill, how can firms help them avoid or manage a financial crisis?
Vulnerability Lead Consultant Chris Fitch asks Dennis Hussey from National Debtline and Leo Miles from Macmillan Cancer Support for their guidance on making a practical difference.
Covering what to ask, how to assess need, and what counts as relevant and reasonable support, we will reflect on the ‘now’ and ‘next’ of the Covid-19 epidemic.
Subscribe to our Vulnerability Matters newsletter for updates on future webinars and to access e-learning resources for creditors: https://mailchi.mp/moneyadvicetrust.org/working-in-a-crisis
Our third ‘Working in a crisis’ recording, to help creditor staff working in front-line/customer-facing, management and specialist roles explores 'Dealing with emotional crisis'.
The podcast covers: • To what extent can staff help people in the depths of emotional and personal crisis • Identifying concerns about customer wellbeing
In this discussion the Money Advice Trust's Vulnerability Lead Consultant Chris Fitch is joined by: • Nick Barnes, Chief Executive, National Centre Suicide Prevention Training. • Dan Holloway, writer and expert by experience.
Subscribe to our Vulnerability Matters newsletter for updates on future webinars and to access e-learning resources for creditors: https://mailchi.mp/moneyadvicetrust.org/working-in-a-crisis
Our second ‘Working in a crisis’ recording, to help creditor staff working in front-line/customer-facing, management and specialist roles explores how firms are and should be dealing with customer bereavement.
The podcast covers: • How creditors can make a difference in the current context of Covid-19 – to bereaved people. • Practical tips on providing a compassionate response. • Taking care of yourself – dealing with loss and simple, clear steps to taking care that may help.
In this discussion the Money Advice Trust's Vulnerability Lead Consultant Chris Fitch is joined by: • Andy Langford, Clinical Director, Cruse Bereavement Care. • Michael Kennelly, Business Development Director, The Death Notification Service.
Subscribe to our Vulnerability Matters newsletter for updates on future webinars and to access e-learning resources for creditors: https://mailchi.mp/moneyadvicetrust.org/working-in-a-crisis
In our first ‘Working in a crisis’ recording, designed to help creditor staff working in front-line/customer-facing, management and specialist roles, our Vulnerability Lead Consultant Chris Fitch and customer experience expert Caroline Wells discuss the need to maintain your and your team's resilience and practical tips on how to support your own and your team's wellbeing.
The podcast covers: • Why people react the way they do • Practical steps staff can take in the moment • Q&A
Subscribe to our Vulnerability Matters newsletter for updates on future webinars and to access e-learning resources for creditors: https://mailchi.mp/moneyadvicetrust.org/working-in-a-crisis
In July the FCA published its proposed “Guidance for firms on the fair treatment of vulnerable customers.”
In this podcast, we digest and discuss how the guidance might realistically change firm practice, and consider how the FCA will monitor and supervise firms in relation to vulnerable customers.
Recorded in front of a live audience, Chris Fitch is joined by a leading panel including:
•Fiona Turner - Interim Principal, Financial Inclusion, Capability and Vulnerability, UK Finance •Tim Hawley - Operational Excellence, Capital One •Suzanne Wood - Head of Customer Outcomes, Newcastle Building Society
The panel share their views and discuss the proposed guidance – as organisations continue to develop their response to the consultation.
Vulnerability is an age-old problem. So is it one that financial technology (fintech) can really solve?
Creditors are increasingly looking to directly address vulnerability through different technological solutions.
Our latest podcast in partnership with UK Finance, brings together four people who are working on this question. Joining Chris Fitch in the studio are:
Tony Leach from the Vulnerability Registration Service (VRS), who are working to develop a single UK register of vulnerable consumers
Dominic Maxwell from TellJo, who are using technology to automatically identify customers who are in vulnerable situations.
Andrew Gething from Morgan Ash, who have developed a vulnerability assessment service to help firms work better with customers.
Mick McAteer from the Financial Inclusion Centre, and author of the discussion paper ‘Fintech - Beware of Geeks Bearing Gifts?’
Economic abuse, involving forms of financial control, exploitation, and often sabotage leave individuals finding themselves affected both within current relationships, but also long after they have long separated from a former partner.
Significantly, although one in three people say they told no-one about what is happening to them, many people do tell their bank or financial services provider about their situation. Yet research indicates that until recently, research indicated support wasn't consistently being given.
With a voluntary code of practice on financial abuse published last year by UK Finance, and a new charity (Surviving Economic Abuse) emerging to drive responses in this sector, could 'economic abuse' be about to join issues such as ‘mental health’, ‘serious illnesses’, and ‘gambling’, as a major priority for the sector?
Joining Chris Fitch at Lloyds Bank in London's Square Mile, to debate these issues are:
Debt collection staff are often the first to encounter or hear about people in vulnerable circumstances, Our exclusive podcast, developed in conjunction with UK Finance for our joint Vulnerability Academy looks at what has been, the current state and the future of vulnerability within debt collection:
- Looking back - what factors have driven the changes we're seeing in relation to vulnerabilities? Understanding the game-changers and milestones.
- Current challenges - what we are seeing on the frontline of collection activity at the moment, and what this means for customers in vulnerable customers.
- Multichannel communication - what channels are desirable for consumers, commercially realistic for firms, and expected by the regulator?
- Innovation and investment - what is going to be different or remain the same going forward?
Podcasts comprise a regular component of the Vulnerability Academy curriculum. In this discussion the Money Advice Trust's Vulnerability Lead Chris Fitch is joined by:
- Bob Kingdon, Director of Compliance at Intrum UK.
- Emma Bantges, Senior Team Leader, Vuln. Customers Champ, Cabot Financial.
- Colin Trend, Lead Trainer, Money Advice Trust.
- Sara Williams, Debt Camel Blogger, Citizens Advice Adviser.
Increasingly dropped into conversations about vulnerability, universal design is the development of buildings, products, services or processes that are accessible to all people, regardless of age, disability or other factors.
Our exclusive podcast, developed in conjunction with UK Finance for our joint Vulnerability Academy looks at three main areas for firms to consider:
- Fundamentals - designing products or journeys that meet the needs of disabled people, vulnerable consumers, and the masses.
- Design process - taking vulnerability into account during the design process and accounting for specific groups of consumers.
- Opportunities - factoring in universal design to improve the identification and support of consumers in vulnerable circumstances.
Podcasts comprise a regular component of the Vulnerability Academy curriculum. In this discussion the Money Advice Trust's Vulnerability Lead Chris Fitch is joined by:
- Mary Harmon, Lead Product Designer at Tully.
- Bailey Kursar, Founder of Toucan.
- Lucy Malenczuk, Senior Policy Manager for Consumer and Community at Age UK.
Starting a conversation about vulnerability with a customer can be difficult. Staff need to know what they are trying to identify and how they may be able to support a customer’s set of circumstances.
Our exclusive podcast, developed in conjunction with UK Finance for our joint Vulnerability Academy looks at three main areas for firms to consider: - Identification - why does identification matter when it comes to vulnerability and who/what are we trying to identify? - Engagement - how do we move the conversation from identification to support? - Support - what support that can be given to people in vulnerable situations and where does the responsibility of firms end?
Podcasts comprise a regular component of the Vulnerability Academy curriculum. In this discussion the Money Advice Trust's Vulnerability Lead Chris Fitch is joined by:
- Debbie Gill, Specialist Support Team Manager, Vanquis Bank. Morven Lean, Programme Partnerships Officer at the Alzheimer’s Society.
- Dan Clarke, Vulnerable Customer Specialist at Monzo.
- Caroline Wells, Customer Service Expert at the Money Advice Trust and founder of MeIncluded.
A question often asked about vulnerability, is where does the responsibility of consumers and firms begin and end?
This exclusive podcast, developed in conjunction with UK Finance and the Money Advice Trust for the new Vulnerability Academy programme looks at three main areas:
- Responsibility of firms: What should we expect as a minimum from firms in terms of identification and support and is this being met?
- Responsibility of consumers: Is it unreasonable to expect a consumer to disclose a vulnerable situation to a firm, rather than requiring a firm to identify this?
- Digital vulnerability: Do digital platforms and banking apps require new thinking around consumer 'responsibility'?
With exclusive podcasts comprising a regular component of the Vulnerability Academy curriculum (see below), this discussion is hosted by the Money Advice Trust's Vulnerability Lead Chris Fitch who is joined by:
- Martin King, Head of Customer Vulnerability, Lloyds Banking Group
- Helen Undy, Director, Money and Mental Health Policy Institute.
- Jim Fearnley, Senior Policy Adviser for financial services, Macmillan Cancer Support.
Mental health and money can often be closely intertwined. Recognising this, the financial services sector has taken steps in recent years to improve the ways in which firms understand and address the needs of customers living with a mental health problem, including providing relevant support and help.
In our exclusive new podcast, the Money Advice Trust's Vulnerability Lead Chris Fitch asks two questions:
- what progress has practically been made on the issue of mental health within financial services?
-
what role should firms play in both identifying and responding to the needs of customers with mental health problems? Joining him at Lloyds Bank in London’s Square mile, to debate these issues are:
-
Martin King, Head of Customer Vulnerability at Lloyds Banking Group.
- Sarah Murphy, Associate Director of Advice at Rethink Mental Illness
- Dan Holloway, writer, a mental health commentator, a previous World Intelligence Champion
- Dr Thomas Richardson, Principal Clinical Psychologist at Solent NHS Foundation Trust, as well as a long-time researcher on financial difficulty and mental health.
Our colleagues at the Money and Mental Health Policy Institute have recently published their new report on the link between financial difficulty and suicide:
The report is a significant contribution to the vulnerability debate, and raises questions such as what can creditor staff can do to prevent lives being lost to suicide, and what can be achieved in partnership with voluntary sector agencies, charities, and the emergency services.
In our exclusive recording at the Royal London Hospital, the Money Advice Trust's Vulnerability Lead Chris Fitch discusses the findings of the report and more with a panel of experts comprising:
- Katie Evans, Head of Research and Policy at the Money and Mental Health Policy Institute
- Gareth McNab, Money Advice Liaison Manager at Nationwide, who shares his personal experience
- Rikke Albert, Practice Nurse at the East London Foundation Trust
It is estimated that between 2.5 to 4.3 million people in Britain may be affected by gambling related harm.
With discussion among firms about 'gambling blocks' on customer accounts, and the Gambling Commission mooting a total ban on the use of credit cards for gambling, the sector is going through a time of great change.
To explore these issues, the Trust's Vulnerability Lead Chris Fitch is joined at the National Problem Gambling Health Clinic by:
- Dr Henrietta Bowden-Jones, Director and Founder of the Clinic
- Owen Baily, Campaigner who has lived with a gambling addiction since his 20s
- Natalie Ledward, Vulnerable Customer Specialist at Monzo
- Stuart McFadden, Head of Financial Difficulties at Monzo