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Protecting customers in vulnerable situations remains a key priority for firms and regulators, with the FCA’s ongoing review into how firms are supporting these customers in line with their 2021 commitment, and the findings that came out on 7 March 2025.
The review will look at firms’ understanding of consumer needs, the skills and capability of staff, product and service design, communications and customer service, and whether these support fair treatment and good outcomes for customers in vulnerable circumstances.
Join us for a first look at the review, co-chaired by UK Finance’s Fiona Turner and Chris Fitch and Colin Trend of the Money Advice Trust, where we will discuss our initial reactions and the potential implications for firms and customers.
We will explore:
UK Finance and Money advice trust have worked in partnership since 2019 to help better support customers in vulnerable circumstances. Through our industry leading Vulnerability Academy, we support vulnerability professionals to develop the knowledge and skills required to meet regulatory expectations and develop strategic approaches to vulnerability in their firms.
The Money Advice Trust is a charity helping people across the UK to tackle their debts and manage their money with confidence. The Trust runs National Debtline and Business Debtline, and also provides training and consultancy to creditors across sectors on identifying and supporting customers in vulnerable circumstances.
Learn more and register to the academy by clicking this link.
Head of Financial Inclusion, Capability and Vulnerability at UK Finance
Fiona has 25 years banking experience spanning personal and corporate banking, payments, risk, regulatory and consumer affairs. She leads on fina...
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.
Vulnerability Lead Consultant, Money Advice Trust
Chris is a Fellow of the Royal Society for Public Health and has a PhD from the Institute of Psychiatry, Psychology, and Neuroscience at Kin...
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.
Lead Trainer, Money Advice Trust
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-a...
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.
The Money Advice Trust is a charity helping people across the UK to tackle their debts and manage their money with confidence. The Trust runs National...
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