This event has now sold out. To join the waiting-list, please contact Jenna Yeap.

Following on from previous years sold out ‘Arrears and Possessions Conference’, UK Finance will be reconvening those at the forefront of supporting borrowers who are in financial difficulty, worried about their payments or needing help to adjust to changes in the cost of living.

This one-day conference ‘Collections & Recoveries Conference: Supporting borrowers impacted by cost of living’ will bring together collections and recovery experts, industry, regulator, consumer groups and other stakeholders to reflect, learn and debate approaches to achieve good customer outcomes.

Agenda: 

  • Impact of cost of living on households
  • Identifying at risk customers
  • Consumer duty
  • Vulnerability
  • Litigation, receivers, possessions
  • Overview of how lenders are responding to borrowers in arrears
  • Financial resilience and household finances
  • Drivers of mortgage arrears for different cohorts
  • Expectations for lenders on achieving good outcomes for borrowers in financial difficulty

Confirmed speakers:

  • Andrew Foyle, Partner, Shoosmiths
  • Barnaby Tompkins, Business Development Director, Jaywing
  • Caroline Wayman, Partner, Risk & Regulation, PA Consulting
  • Charles Roe, Director, Mortgages, UK Finance
  • Daniel Hardy, Partner, National Head of Restructuring & Recovery Sanderson Weatherall LLP
  • David Geale, Director of Retail Banking, FCA
  • David Miller, Divisional Director, Spicerhaart Corporate Sales
  • Gillian Crotty, Partner, Shoosmiths
  • Jackie Barodekar, Director, Cards and Consumer Credit, UK Finance
  • Jackie Bennett, Senior Advisor, UK Finance
  • James Tatch, Principal, Head of Analytics, UK Finance
  • Kirstie Caneparo, Compliance Director and MLRO, Kensington Mortgages
  • Marc Maxfield, Principal Consultant, PA Consulting
  • Peter Munro, Partnerships Director, PayPlan
  • Professor Sharon Collard, Research Director, Personal Finance Research Centre, University of Bristol
  • Rachel Duffey, CEO, PayPlan
  • Richard Barnwell, Partner, BDO LLP
  • Sarah Cheetham, Head of Mortgage Advisory Service, StepChange Debt Charity
  • Sonia Fernandes, Principal, Mortgages, UK Finance
  • Stewart Plant, Partner, DLA Piper
  • Thalia Spittall, Member Communities, UK Finance
  • Tony Botteley, Group Director of Collections and Servicing, OSB Group
  • Victoria Reid, Head of Governance & Innovation, Leeds Building Society
  • Vikki Wilkins, Head of Customer Services UK, PRA Group 

Interested in speaking at the conference?

Please contact Darren Jeyasingam for more information.

Area of expertise:
Sonia Fernandes

Sonia Fernandes

Principal, UK Finance

Sonia Fernandes is a Principal in the Mortgages team and leads on supporting borrowers in financial difficulty, including the industry’s response to t...

Sonia Fernandes is a Principal in the Mortgages team and leads on supporting borrowers in financial difficulty, including the industry’s response to those impacted by the cost of living. She led the industry response to Covid-19; most notably in the design and implementation of payment deferrals and the Possession Moratorium. She also supports on policy work relating to vulnerable customers, implementation of the consumer duty and the Homes for Ukraine Scheme. She was listed on the 2023 Women in Trade Associations Powerlist, which recognises the 100 inspirational women in associations.

Prior to joining UK Finance in 2018, she worked at the Money Advice Service (now Money and Pension Service), on improving financial capability through understanding consumer's savings and borrowing decisions. Sonia has 8 years’ experience as an economic policy adviser specialising in competition and labour economics with previous roles as a civil servant in Australia, on international posting in Vietnam and conducting research and evaluation in the charity sector.

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James Tatch

James Tatch

Principal Analytics, UK Finance

James Tatch is Principal, Analytics for UK Finance with lead responsibility for UK Finance's statistics and data work. James has worked in economics ...

James Tatch is Principal, Analytics for UK Finance with lead responsibility for UK Finance's statistics and data work.

James has worked in economics and statistics for more than 20 years, the past 15 of which have been at UK Finance (and previously CML). Working first in academic research, James then moved to the public sector before finally settling in the private sector within financial services.

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Caroline Wayman

Caroline Wayman

Conduct and Consumer Duty expert, PA Consulting

Caroline is a partner in PA’s Risk and Regulation practice. Caroline works with leading clients across banking, insurance and asset management bringin...

Caroline is a partner in PA’s Risk and Regulation practice. Caroline works with leading clients across banking, insurance and asset management bringing to bear her considerable skills and experience to help our clients tackle their biggest conduct issues and to undertake transformational change, putting customers at the heart of their businesses and driving shareholder value.

Prior to joining PA, Caroline led the Financial Ombudsman Service as Chief Executive for nearly seven years. She led significant transformation and modernisation, responding to customer needs and unprecedented challenges during the pandemic. Having overseen the handling of hundreds of thousands of disputes, across the full spectrum of financial services, Caroline brings a unique perspective on customer and conduct issues in financial services in the UK. Before she was CEO, Caroline was Legal Director and Principal Ombudsman at the Financial Ombudsman Service and led the policy and operational response on many high-profile issues, including PPI and before that, Mortgage Endowment mis-selling.

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Richard Barnwell

Richard Barnwell

Partner, BDO LLP

Richard is a partner within our Financial Services Advisory practice. He has over 20 years? experience of working with firms across the financial serv...

Richard is a partner within our Financial Services Advisory practice. He has over 20 years? experience of working with firms across the financial services sector on a wide range of regulatory and compliance matters.

Richard started his career at the Financial Services Authority in 2000, where he worked both as a supervisor and a policy maker. In 2005 he left the FSA and has spent the last 13 years working as a consultant at two of the Big 4 firms.

He joined BDO in September 2017 where he mainly focuses on conduct, governance and compliance issues.

Richard has led risk, compliance, governance, conduct and remediation reviews for a number of financial services firms and has supervised regulatory change projects and led FCA authorisations.

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Tony Botteley

Tony Botteley

Group Director of Collections and Servicing, OSB Group plc

Tony is the Group Director of Collections and Servicing for OSB Group plc, a leading specialist mortgage lender with operations in the UK and India. T...

Tony is the Group Director of Collections and Servicing for OSB Group plc, a leading specialist mortgage lender with operations in the UK and India. Tony has been in his current role for 2½ years.

Tony has 37 years’ experience in Financial Services across a range of diverse asset classes including secured residential and BTL lending, commercial and the unsecured market. He has worked in numerous jurisdictions including, the UK, Ireland, The Netherlands, Portugal, Italy and Spain.

Tony has also previously been a qualified mortgage advisor in Ireland and the UK, and is Deputy Chair of the Arrears and Possession Committee.

 

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Professor Sharon Collard

Professor Sharon Collard

Research Director , University of Bristol

Professor Sharon Collard is Research Director at the University of Bristol’s Personal Finance Research Centre and Co-Director of the Bristol Hub ...

Professor Sharon Collard is Research Director at the University of Bristol’s Personal Finance Research Centre and Co-Director of the Bristol Hub for Gambling Harms Research. Her research explores the intersections between vulnerability and personal finance. The Centre’s work includes tracking the financial wellbeing of UK households, addressing the Poverty Premium faced by low-income households; and a programme of work on gambling harms including the links between gambling and problem debt and the family dynamics of harmful gambling.  

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Sarah Cheetham

Sarah Cheetham

Head of StepChange Subsidiaries, StepChange

Sarah has worked at StepChange Debt Charity for 21 years, with a wealth of experience in Operations Leadership and Product Management. Most recently s...

Sarah has worked at StepChange Debt Charity for 21 years, with a wealth of experience in Operations Leadership and Product Management. Most recently she’s held the positions of Head of Debt Advice and Head of Operational Service Delivery. Her current role is Head of StepChange Subsidiaries, leading both the IVA and Financial Solutions (equity release and mortgage applications) companies.  

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Barnaby Tompkins

Barnaby Tompkins

Business Development Director, Jaywing

With over 20 years’ experience in the credit industry, Barnaby has held key positions at renowned credit reference agencies, Equifax and Experian, whe...

With over 20 years’ experience in the credit industry, Barnaby has held key positions at renowned credit reference agencies, Equifax and Experian, where he has specialised in debt collection. Barnaby's contribution to the field also includes working for the Government Debt Market Integrator, Indesser, where he collaborated closely with government departments to provide tailored solutions to meet their debt and fraud requirements.

Now working at credit and fraud risk consultancy, Jaywing, Barnaby helps clients make better use of data, analytics, decisioning and fraud prevention methods to optimise profits and achieve regulatory compliance.

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David Geale

David Geale

Director of Retail Banking, Financial Conduct Authority

David is the Director of Retail Banking at the Financial Conduct Authority. He is responsible for the supervision of retail banking groups the UK and ...

David is the Director of Retail Banking at the Financial Conduct Authority. He is responsible for the supervision of retail banking groups the UK and policy development for retail banking and mortgages. Prior to this role David was the Director of Policy, with responsibility for policy development across a wide range of areas both retail and wholesale, and oversight of the FCA’s Innovation Hub. David has worked in regulation at the FCA (and its predecessor the FSA) for more than 20 years, spanning several different roles in both Policy and Supervision. During his time at the FCA, he has been involved in leading and delivering a number of large scale initiatives including the Retail Distribution Review, the development of the Senior Managers and Certification regime and implementation of PSD II.

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Charles Roe

Charles Roe

Director of Mortgages, UK Finance

Charles has over 25 years financial services experience and joined UK Finance in August 2020. As Director of Mortgages he has overall responsibility f...

Charles has over 25 years financial services experience and joined UK Finance in August 2020. As Director of Mortgages he has overall responsibility for delivering the mortgage policy work of UK Finance.

Prior to joining UK Finance, Charles was Executive Director and Chief Risk Officer at The Nottingham Building Society where he was accountable for designing and implementing the Society’s risk strategy and framework. Charles brings with him a wealth of experience including time as a director in the Regulatory Financial Services Practice at Grant Thornton LLP and 11 years regulation and compliance experience at the FCA. Whilst at the FCA, Charles was Head of Department for the mortgage sector, where he developed the FCA’s approach to the supervision of the UK mortgage market and oversaw the implementation of both the Mortgage Market Review and Mortgage Credit Directive.

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Jackie Bennett

Jackie Bennett

Senior Advisor, UK Finance

Jackie is a NED and senior advisor with over 20 years of experience in the mortgage industry gained from working at UK Finance, mortgage lending firms...

Jackie is a NED and senior advisor with over 20 years of experience in the mortgage industry gained from working at UK Finance, mortgage lending firms and the Council of Mortgage Lenders. She is a part time senior adviser to UK Finance and was Director of Mortgages at UK Finance between 2018 and 2020. Jackie is also a non-executive director for the New Homes Quality Board and OnLadder, Chair of the Bank of England’s Residential Property Forum and a trustee for the FairLife Charity.  In June 2010, Jackie was awarded an OBE for services to the financial services industry in the Queen’s birthday honours list.

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Rachel Duffey

Rachel Duffey

CEO, PayPlan

Rachel joined PayPlan 22 years ago as a debt adviser and has always had a particular interest in understanding the needs of individuals struggling wit...

Rachel joined PayPlan 22 years ago as a debt adviser and has always had a particular interest in understanding the needs of individuals struggling with debt and how to overcome the challenges they have in seeking help. She has held a number of different roles with the organisation and has been CEO since 2014.

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Peter Munro

Peter Munro

Partnerships Director, PayPlan

After 10 successful years in senior retail banking roles Peter joined PayPlan in 2012. As PayPlan’s Partnerships Director Peter works with all major U...

After 10 successful years in senior retail banking roles Peter joined PayPlan in 2012. As PayPlan’s Partnerships Director Peter works with all major UKF members to design and deliver best in class Debt Advice / Pre-Arrears strategies

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Vikki Wilkins

Vikki Wilkins

Head of Customer Services, PRA Group (UK) Limited

Vikki Wilkins is head of customer services for PRA Group (UK) Limited, one of the largest debt buyers in the UK. The business specialises in collectin...

Vikki Wilkins is head of customer services for PRA Group (UK) Limited, one of the largest debt buyers in the UK. The business specialises in collecting nonperforming financial services accounts such as credit cards, loans, and current accounts.

Including her nine years leading customer services for PRA Group UK, Vikki has 29 years of experience in debt collection across a range of activities including outsource, purchasing, call centre operations, compliance, and customer services. In her current role, she is primarily responsible for specialist support of all vulnerable customers, complaints, dispute resolutions, and GDPR requests.

Vikki began her career as a telephone collections agent and worked her way up through various roles, including serving as a collections consultant in Ireland for a major bank. Vikki is a proud supporter of and ambassador for the Money Advice Liaison Group (MALG), regularly participating in their virtual feedback forum, sponsored by PRA Group. She also promotes ongoing industry development by providing training for the Vulnerability Academy. Vikki earned a "Transformation of the Year" award at the 2021 Women in Credit Awards for her work to redefine the process of recognising and supporting vulnerable customers

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Kirstie Caneparo

Kirstie Caneparo

Kensington Mortgages Compliance Director and MLRO

Kirstie has more than 25 years’ experience in financial services regulation and compliance. She originally worked in regulatory roles including 7 year...

Kirstie has more than 25 years’ experience in financial services regulation and compliance. She originally worked in regulatory roles including 7 years at the Financial Services Authority.

Her roles in industry included Group Compliance Director at Aviva and Chief Risk Officer for Resolution Limited, before she joined Kensington Mortgages in 2016 to lead its compliance and financial crime prevention teams.  Her current role includes overseeing implementation of new regulatory requirements.

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Stewart Plant

Stewart Plant

Partner, DLA Piper

Stewart Plant has a wide-ranging litigation, regulatory and dispute resolution practice within the financial services sector. His practice has a parti...

Stewart Plant has a wide-ranging litigation, regulatory and dispute resolution practice within the financial services sector. His practice has a particular focus on commercial banking, retail finance products and payment services across multiple jurisdictions.

Stewart co-chairs DLA Piper's international payments group which represents our payments lawyers across the globe and is dedicated to supporting and representing our clients across multiple jurisdictions. Stewart is also chair of our long running Payments Forum for in-house lawyers in the payments sector.

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David Miller

David Miller

Divisional Director, Spicerhaart Corporate Sales

David joined Spicerhaart Corporate Sales in April 2009 after spending 10 years working for Citigroup in their Collections Operation, working in both t...

David joined Spicerhaart Corporate Sales in April 2009 after spending 10 years working for Citigroup in their Collections Operation, working in both the unsecured and secured business areas. David held a number of roles within Citigroup from Collector through to Operations Manager level. In his time at Citigroup David also spent 2 years looking after outsourced suppliers which included performance reviews, managing the audit programme and also boarding new suppliers to meet the needs of the business.

At Spicerhaart Corporate Sales David is responsible for the management of client relationships and also service delivery to a broad spectrum of clients spanning both Residential and Commercial properties throughout the UK and Ireland. David’s role also includes the management of the Operational areas of the business to ensure that results are delivered consistently to all clients and service levels are met and exceeded.

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Marc Maxfield

Marc Maxfield

Risk and regulation expert, PA Consulting

Marc is a former regulator with 18 years’ experience, who specialised in leading teams responsible for conduct policy issues at the Financial Conduct ...

Marc is a former regulator with 18 years’ experience, who specialised in leading teams responsible for conduct policy issues at the Financial Conduct Authority. He has strong knowledge of the regulatory landscape, key retail conduct themes and risks, and significant experience of working across the policy, supervision, competition and enforcement functions of the FCA. He was responsible for the design of FCA conduct regulation across retail financial services, including in retail banking and lending.

At PA Marc works with clients across conduct regulation issues, including advisory, assurance, compliance, regulatory change and investigations, and is a member of our Skilled Person panel team.

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Victoria Reid

Victoria Reid

Head of Governance and Innovation, Leeds Building Society

Victoria heads the Society’s governance and innovation team, responsible for leading and delivering operational transformation at pace within mortgage...

Victoria heads the Society’s governance and innovation team, responsible for leading and delivering operational transformation at pace within mortgage services. She led the mutual’s swift implementation of mortgage payment holidays and ongoing activity throughout the Covid-19 pandemic, which helped more than 28,000 members in or at risk of experiencing financial difficulty.

Most recently, Victoria has completed an end-to-end review and update of collections systems and processes, incorporating extra support and improved communications for vulnerable customers.

Having started her career with Leeds Building Society in a customer-facing role, Victoria’s leadership on delivering innovation and continuous improvement is informed by her deep understanding of customer need, particularly those less well served by the wider market.

She has built on this knowledge during time leading product development, helping the Society to become the first national high street lender to launch a Retirement Interest Only proposition, and in analytic roles identifying and advising on ways to harness new and developing technology to deliver greater efficiency and better customer outcomes.

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Andrew Foyle

Andrew Foyle

Partner, Shoosmiths

Andrew is a Partner and joint head of Shoosmiths dispute resolution and litigation team in Scotland. His clients are primarily financial institutions ...

Andrew is a Partner and joint head of Shoosmiths dispute resolution and litigation team in Scotland. His clients are primarily financial institutions for who he acts in a range of litigation matters, including mortgage litigation, contractual disputes, regulatory advice and the pursuit of professional negligence actions. Andrew sits as a member of the firm’s Financial Services sector group, as well as being a member of the firm’s litigation executive team.

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Gillian Crotty

Gillian Crotty

Partner, Shoosmiths

Gillian is a Partner and joint Head of Shoosmiths Belfast office. Gillian heads up the Northern Irish Dispute Resolution & Litigation team. Gillia...

Gillian is a Partner and joint Head of Shoosmiths Belfast office. Gillian heads up the Northern Irish Dispute Resolution & Litigation team. Gillian advises on a wide range of commercial and real estate disputes with a particular emphasis on financial services litigation. Gillian is part of Shoosmiths UK wide Financial Services Disputes and Investigations team working very closely with her counterparts in Scotland and England and also sits as a member of the firm’s Financial Services Sector group.

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Daniel Hardy

Daniel Hardy

Partner, National Head of Restructuring & Recovery Sanderson Weatherall LLP

Daniel has specialised continuously and exclusively with property recovery work with SW for in excess of 30 years and covers a diverse range of proper...

Daniel has specialised continuously and exclusively with property recovery work with SW for in excess of 30 years and covers a diverse range of property types and complex scenarios having a wide geographical spread.

An RICS Registered Valuer & Registered Property Receiver (RPR) & Fellow Member of NARA (The Association of Property & Fixed Charge Receivers).  He was a past Chair of NARA.

He originally acted mainly on behalf of Insolvency Practitioners, albeit, over the past 25 years predominantly on behalf of secured lenders ranging from major high street banks to private lenders.

Specialist areas of work include acting on behalf of secured lenders includes Fixed Charge / Law of Property Act Receivership, Repossession / Eviction, Sale as Mortgagee & Assisted Sale.

Property types include commercial, industrial, residential, land, part-built developments, agricultural, hospitality & leisure, etc.

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His Honor Judge Bever

His Honor Judge Bever

Circuit Judge, Manchester Civil Justice Centre

Adrian was admitted as a solicitor in 1993 and practised in Manchester, specialising in litigation and regulatory law. He was a partner at Addleshaw G...

Adrian was admitted as a solicitor in 1993 and practised in Manchester, specialising in litigation and regulatory law. He was a partner at Addleshaw Goddard LLP before becoming a full-time District Judge in 2011.

Initially, he was based at Liverpool Civil and Family Centre, before he moved to Manchester Civil Justice Centre in 2015.

In August 2022, Adrian was appointed as a Specialist Civil Circuit Judge in the Business and Property Courts in Manchester.

Adrian has been a Civil Tutor at the Judicial College since 2016.

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Jackie Barodekar

Jackie Barodekar

Director, Cards and Consumer Credit, UK Finance

Jackie is director of UK Finance’s cards and consumer credit area. The consumer credit team supports all aspects of consumer lending products with par...

Jackie is director of UK Finance’s cards and consumer credit area. The consumer credit team supports all aspects of consumer lending products with particular expertise in cards, loans and overdrafts.

For the ten years prior to joining UK Finance Jackie held the position of General Counsel at MBNA, where she was also a member of the senior leadership team and advisor to the main Board. She joined the MBNA legal department in 1997 following her early career in private practice and in-house legal roles within financial services.

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DLA Piper

DLA Piper

DLA Piper is a global law firm with lawyers located in more than 40 countries throughout Europe, the Americas, the Middle East, Africa and Asia Pacifi...

DLA Piper is a global law firm with lawyers located in more than 40 countries throughout Europe, the Americas, the Middle East, Africa and Asia Pacific, positioning us to help clients with their legal needs around the world.

We believe great businesses can make a better world. Forward-thinking, innovative organisations can find the answers to today’s most difficult questions. That’s why, every day, we help them succeed. 

Our bold and dynamic culture means we think big and act decisively. Because relationships are at the heart of everything we do for our clients and communities.

Let’s make business better. Together.

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PA Consulting

PA Consulting

We believe in the power of ingenuity to build a positive human future in a technology-driven world. As strategies, technologies and innovation collid...

We believe in the power of ingenuity to build a positive human future in a technology-driven world.

As strategies, technologies and innovation collide, we create opportunity from complexity.

Our diverse teams of experts combine innovative thinking and breakthrough use of technologies to progress further, faster. Our clients adapt and transform, and together we achieve enduring results.

An innovation and transformation consultancy, we are 3,300 specialists in consumer and manufacturing, defence and security, energy and utilities, financial services, government and public services, health and life sciences, and transport. Our people are strategists, innovators, designers, consultants, digital experts, scientists, engineers and technologists. We operate globally from offices across the UK, US, Netherlands and Nordics.

Discover more at paconsulting.com and connect with PA on LinkedIn and Twitter.

PA. Bringing Ingenuity to Life.  

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BDO

BDO

BDO is the world’s 5th largest professional services network, across 167 countries and territories, with 90,000 people working towards one goal: to pr...

BDO is the world’s 5th largest professional services network, across 167 countries and territories, with 90,000 people working towards one goal: to provide our clients with exceptional service. Our financial services team consists of over 850 specialists in the UK alone and is part of a global Financial Services practice with operations in all major financial centres. Our view of the marketplace is broad, with specialist sector teams bringing experience from across all of the industry. Our expertise covers the banking and alternative finance, payments, insurance, capital markets, private equity and asset management sectors where we work with firms of varying sizes, from new entrants to the largest and most complex financial services organisations in the world.

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Professionals in:

  • Collections and recoveries
  • Lending and operations
  • Compliance teams
  • Customer care staff
  • Legal representatives
  • Head of credit and supervision
  • Debt management teams
  • Vulnerability
  • Conduct and assurance
  • Housing debt
  • Arrears and litigation
  • Head of asset management
  • Debt advice
  • Risk
  • Mortgage regulation
  • Consultancy