FCA Vulnerability Review First Impressions

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.

Chris is a Fellow of the Royal Society for Public Health and has a PhD from the Institute of Psychiatry, Psychology, and Neuroscience at King's College London.  Since 2007, Chris has led a programme of guidance, research, training, and intervention on vulnerability.  This programme has involved improving practice in more than 400 firms, over 40,000 staff, and across the financial and essential service sectors.  Chris has also co-created industry-wide tools for working with vulnerable customers such as TEXAS, IDEA, and BRUCE, as well as co-founding award-winning Vulnerability Academies with UK Finance (for firms) and the UK Regulators' Network (for regulators).

Previously Chris was a Research Fellow and Head of Policy at the Royal College of Psychiatrists where he led research programmes and national mental health policy development.  Prior to this a Researcher at Imperial College Medical School where he worked on international WHO and United Nations research studies and public health projects in the areas of drug injecting, sex work, and HIV and STD prevention.

Colin is the lead tutor with the Money Advice Trust on their vulnerability programme, assisting both in the UK and overseas. With Chris Fitch, he co-authored the Trust’s vulnerability guidance for advice agencies, launched by the charity with the backing of a range of organisations across the advice sector in June 2016.