money advice trust

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.

Episode 13 - Lived experience with Dan Holloway and Chris Fitch

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

Supporting customers with gambling addictions

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

A discussion on vulnerability and design

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

Vulnerability, GDPR, and disclosure

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.