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

The finalised FCA vulnerability guidance for firms: content, surprises and outcomes

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/

Episode 5: Tone of voice with Steve Donovan and Chris Fitch

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

Episode 14 - Hearing Loss and d/Deaf customers with Tim Scannell and Chris Fitch

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/

Episode 26 -Just what do I say to a terminally ill customer? With David Williams from Marie Curie

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

Episode 28 - How do 999 staff talk to vulnerable callers? With Mike Modder-Fitch and Chris Fitch

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

Episode 29 - How do I get a customer to disclose? With Alexis Stevens from Money and Mental Health.

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/

Episode 32 -“The Experiment We Never Knew We Needed” with Katie Orme, Octopus Energy

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/

Episode 34 - High-impact interactions: how do we recover?  With Andy Langford and Chris Fitch

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

Episode 37 - Not my problem? Why signposting has to change.

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-a44b75121
Review press release - https://lnkd.in/emwe2XXz

Review of firms' treatment of customers in vulnerable circumstances - https://lnkd.in/eH9iT_3H

Delivering good outcomes for customers in vulnerable circumstances – https://lnkd.in/eEhtJxHM

Consumer research report - https://lnkd.in/eCz6YC-k


Exclusive FCA interview: Vulnerability Review findings.

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


Episode 38 - How to get into prison

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/myserene
https://www.linkedin.com/in/dan-holloway-79808288/


Episode 40 - Does AI ‘get’ vulnerability?

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/mariaorchard
https://www.linkedin.com/in/naomipeel/
https://www.equalityhumanrights.com/equality/equality-act-2010/codes-practice/services-public-functions-and-associations-code-0


Episode 42 - What makes an adjustment reasonable?

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/ 


Episode 45 - Inclusive design stop talking, start doing. With Jo Ellis (Tesco Bank) and Katherine Snow (Nile)

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-685a646
https://allthingseconomicabuse.com/


Episode 46 - Economic abuse: the woman who changed everything.  With Dr Nicola Sharp-Jeffs.

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/

The Inclusion Allies. Presented by Dr Elizabeth Blakelock.

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/


The Inclusion Outcomes. Presented by Dr Elizabeth Blakelock.

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/

The Art of Listening. Presented by Dr Elizabeth Blakelock.

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/


Episode 48 - Loopholes, crypto, and gambling.  With Raminta Diliso (Gamcare) and Jason

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/


Episode 49 - Is ‘trauma’ our responsibility too? With Rachel Edwards.

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/


Episode 50 - Vin-fluencers: who can we trust? With Matt Gupwell.

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

Episode 51 - Avengers Assemble!  Build your own Champions Network with Charlie Turrell

‘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 


Episode 52 - I dare you to define it: ‘Financial Wellbeing’ with Professor Adele Atkinson.

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


Episode 53 - Is the Purple Pound really worth £446bn? With Mike Adams and Jamie Evans.

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


Episode 54 - Outcomes: A New Hope. With David Atkins from the Money Advice Trust.

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.

Episode 55 - Vulnerability Voices: How serious illness impacted Anne and Robert. With Michael Hilton from Three Hands

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

A discussion on suicide prevention and financial difficulty

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:

1. what progress has practically been made on the issue of mental health within financial services?
2. 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.

A discussion on mental health and financial services

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

Working in a crisis episode 1: Dealing with your own resilience

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

Working in a crisis episode 2: Dealing with customer bereavement

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.

Money Advice Trust

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