He is Vulnerability Lead at the Money Advice Trust and a Research Fellow at the Personal Finance Research Centre, University of Bristol.  Previously he was Head of Policy and Research Fellow at the Royal College of Psychiatrists.

The programme that Chris leads aims to result in outputs which are ‘short on the obvious, and long on the practical’ – and with colleagues, he has written practical guidance for firms and staff on both effectively working with customers who are in vulnerable situations, and also looking after their own wellbeing and working environment following such contact.

In 2017, Chris was named in Credit Strategy’s Top 50 influencers in the creditor sector, and in 2015 he received the Martin Williams award for contribution to the UK credit industry (awarded each year by Credit Today) for the programme’s work on mental health, vulnerability, and financial services.

Fiona has 25 years banking experience spanning personal and corporate banking, payments, risk, regulatory and consumer affairs. She leads on financial inclusion, capability and vulnerability policy at UK Finance and works with Members to deliver positive change which improves the experience for the most vulnerable members of our society. An advocate for inclusive design, she led the development of the first accessible debit card and the vulnerable customer response to the COVID19 pandemic. She was a Commissioner on the Extra Costs Commission, an independent enquiry into the extra costs incurred by disabled people.  She is a Fellow of the RSA, and an alumni of the University of Cambridge, Institute for Sustainability Leadership Programme.

Paul is a product director at Experian and heads up Support Hub, a new and innovative product that allows consumers to set up and share their support needs across multiple organisations. He has over 10 years’ experience working in consumer financial services across Europe and Africa. Before Experian, Paul worked as a digital product strategist for two large private equity funds focused on African financial services. He was also one of the founding team members of a consumer retail credit lender in East Africa. Paul is a ACMA management account, and holds a Bachelor in Business Science (Finance Hons) and MBA from the University of Cape Town.

Dan Holloway is a disability activist, Co-convenor the Futures Thinking Network at The Oxford Research Centre for the Humanities, CEO and founder of Rogue Interrobang, a spin-out of the University of Oxford.

I have worked in the finance industry for over 20 years where I have specialised in Collections, Customer Care, Debt Sale, Debt Placement and Fraud. My passion is driving the best possible customer outcome which my team and I achieve through completing stratified customer journeys and making changes to process where any improvements are identified. Over the last year I have been heavily involved in our Vulnerable Work Group which has driven awareness across the business.

Stuart Aikman has previously held roles at Sainsbury’s Bank and NatWest and has had responsibilities across the Customer lifecycle; from Collections & Recoveries, Credit Risk, Pricing, Analytics, Acquisition, Customer Management and Strategy, including as Executive Assistant to the Chief Customer Officer. Stuart believes that vulnerability only exists where we don’t plan and consider in advance and no condition or circumstance should make the customer vulnerable. By embracing inclusive design in everything we do we can reduce harm and improve the outcomes for all.

Rachel has 24 years’ experience at Lloyds Banking Group with customer facing and head office experience. Rachel’s Current role is to develop the Group’s 3rd party strategy and manage 3rd party relationships.