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Tailoring services for vulnerable customers: how far do the FCA expect firms to go?
The FCA’s 2025 Review of Firms' Treatment of Vulnerable Customers provided long-awaited clarity on firms' practices and the FCA's expectations.
However, in the Review, one expectation stood out: the provision of tailored services to vulnerable customers.
Featured 19 times in the Review, many read this as signalling the FCA's expectation for firms to move beyond generic provision and towards individual personalisation.
But what does such tailoring mean in practice? Just how far are firms expected to go? And how can this be achieved in an effective but also commercially realistic way?
In this webinar, we consider these challenges to ask:
The webinar will also consider through interactive case-studies how firms can approach different levels of tailoring (from tweaks to full tilts)? How firms can identify when tailoring is necessary (and when it might not be)? And what common pitfalls can be avoided, as well as what practical opportunities might be taken?
With guest contributions from firms and specialists, this webinar will unpack how firms can better understand the FCA's regulatory expectations on tailored service provision, while meeting wider commercial and economic objectives.
About the Vulnerability and Consumer Duty Academy
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.
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.
CEO and Founder, Rogue Interrobang, University of Oxford
Dan Holloway is a disability activist, Co-convenor the Futures Thinking Network at The Oxford Research Centre for the Humanities, CEO and founder of R...
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.
Vulnerability Consultant, Money Advice Trust
David Atkins is a specialist in consumer vulnerability. Previously Head of Group Customer Inclusion and Head of Group Customer Vulnerability at Lloyds...
David Atkins is a specialist in consumer vulnerability. Previously Head of Group Customer Inclusion and Head of Group Customer Vulnerability at Lloyds Banking Group, he co-led their work programme on vulnerability, inclusive design, accessibility, and outcome assessment, and was a steadfast champion for change and innovation.
Now a key part of the Money Advice Trust’s consultancy team, David continues to focus work to drive better impact, experience, and outcomes for customers and firms alike.
Inclusive Design Lead, Nile
Katherine is the Inclusive Design Lead at Nile. She helps organisations respond to complex problems and make thoughtful, values-led decisions. He...
Katherine is the Inclusive Design Lead at Nile. She helps organisations respond to complex problems and make thoughtful, values-led decisions. Her background in Design Anthropology and trauma-informed practice shapes a caring, systems-based approach to change.
She leads work on inclusive strategy, responsible innovation, regenerative design, generative AI ethics. Katherine creates simple, flexible frameworks that help teams build inclusion into everyday decisions, service design, and long-term planning.
She has worked with NatWest, PayPal, and Tesco Bank to support the FCA’s Consumer Duty. She also partners with the Money Advice Trust through its Vulnerability Academy, conference, and podcast.
In this training, Katherine shares tools, case studies, and methods that help teams move from good intentions to real positive change, equipping teams to design with care, confidence, and the skills to keep going.
Manager, Vulnerability Policy, UK Finance
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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