Shows
Vulnerability MattersThe Art of Listening. Presented by Dr Elizabeth Blakelock.In her final lecture, Elizabeth focuses on the power of listening. Identifying this not only as an individual human skill we all need to develop, but also as the core of an effective organisational strategy on vulnerability and inclusion, Elizabeth introduces different ways of listening for our organisation to connect, prevent harm, and deliver change. LINKS: https://www.linkedin.com/in/elizabethblakelock/2025-08-0621 minVulnerability MattersThe Inclusion Outcomes. Presented by Dr Elizabeth Blakelock.In her second lecture, Elizabeth explores whether concepts like fairness, equity, diversity, and inclusion can really help organisations measure and improve customer outcomes. Explaining why it is critical to go beyond surface-level metrics, Elizabeth identifies how we can identify hidden harms, and the role of disaggregated data in understanding who benefits - and who is being left behind. LINKS: https://www.linkedin.com/in/elizabethblakelock/2025-08-0615 minVulnerability MattersThe Inclusion Allies. Presented by Dr Elizabeth Blakelock.In her first of three lectures, Elizabeth enters the world of the ‘Inclusion Allies’ – the people, networks, and groups who can help us build inclusion from within. Examining how such relationships can drive powerful change, Elizabeth outlines the practical steps needed to draw on lived experience from within organisations and sectors, and how such connections are essential to short and long-term impact. LINKS: https://www.linkedin.com/in/elizabethblakelock/2025-08-0612 minVulnerability MattersMore light, more heat? Ofgem’s new vulnerability strategy with Beth Martin (Director, Consumer Protection and Competition)Can Ofgem’s 2025 Consumer Vulnerability Strategy really lead to better services? Just what is new about it? And how will it meet an army of challenges ranging from net-zero to the cost of living to market reform? Beth Martin lights up the strategy, explains how Ofgem will hold “firms’ feet to the fire” to deliver it, and outlines the everyday differences that consumers will notice. https://www.ofgem.gov.uk/sites/default/files/2025-04/Final%20CVS%2015042025-20250414111309.pdf2025-07-2323 minVulnerability MattersEconomic abuse – will UK Finance’s 2025 Code help With Dr Nicola Sharp-Jeffs and Chris Fitch.In this bonus episode, Dr Nicola Sharp-Jeffs returns to explore the newly released 2025 Financial Abuse Code from UK Finance. Building on a decade of development, the Code outlines seven pillars for firms to better identify and support customers. But how well will it protect victim-survivors of economic abuse? Nicola explains all to Chris Fitch. https://www.linkedin.com/in/dr-nicola-sharp-jeffs-obe-cf-frsa-685a646/ https://allthingseconomicabuse.com/ https://www.ukfinance.org.uk/system/files/202504/Financial%20Abuse%20Code%20report.pdf2025-07-1618 minVulnerability MattersEpisode 46 - Economic abuse: the woman who changed everything, with Dr Nicola Sharp-Jeffs.Nicola Sharp-Jeffs has been the UK’s leading voice on economic abuse over the last two decades, and is now bringing about change on the global stage. In her first public conversation since stepping down as CEO of the charity she founded, Surviving Economic Abuse, Nicola explains what economic abuse means to her, the policy milestones and practical mountains she has encountered, and just how all essential services – not just financial, but including energy to gas to telecommunication companies – can act to both change and save victim-survivors lives. https://www.linkedin.com/in/dr-nicola-sharp-jeffs-obe-cf-frsa-685a646 https://allthingseconomicabuse.com/2025-07-0924 minVulnerability MattersEpisode 45 - Inclusive design stop talking, start doing. With Jo Ellis (Tesco Bank) and Katherine Snow (Nile)Chatter about 'inclusive design' has never been greater - but a significant difference exists between discussing the approach, and actually doing it. Jo Ellis and Katherine Snow explain how Tesco Bank made the shift from eulogising about inclusive design to actually embedding it in within the organisation. Outlining the process they followed, they describe to Chris Fitch the crests and challenges they encountered, how they overcame these, and provide a key case-study in ‘doing’ rather than ‘talking’. Links: Jo Ellis - https://www.linkedin.com/in/jo-ellis-b614a160/ Katherine Snow - https://www.linkedin.com/in/katherinesnow/ New Inclusive Design training...2025-06-2525 minVulnerability MattersEpisode 44 - COGA – design’s best kept secret?Episode 44 - COGA – design’s best kept secret? by Money Advice Trust2025-06-1121 minVulnerability MattersEp 43 - Does anyone know what ‘financial inclusion’ actually meansFinancial inclusion is in the spotlight - but what does it actually mean? Howard Taylor - Financial Inclusion Commissioner and PwC Director – explains all, and provides a simple, memorable, and surprisingly entertaining way to understand how the complex relationship between financial inclusion, vulnerability and accessibility works in practice. Howard also outlines the key pillars and pathways to inclusion, why 1990s sporting icon Ray Parlour is important to all this, and what the new Government Financial Inclusion Committee could mean for the UK. Howard Taylor - https://www.linkedin.com/in/howard-taylor-55021825/ Financial Inclusion Commission - https://www.linkedin.com/company/uk...2025-05-2825 minVulnerability MattersEpisode 42 - What makes an adjustment reasonable?Disabled customers need reasonable adjustments – but just what is reasonable (and unreasonable)? Dr Maria Orchard (University of Leeds) and Naomi Aziz (Scope) unpack what the Equality Act 2010, and the Equality and Human Rights Commission’s Code of Practice, suggest that every firm could usefully consider. https://www.linkedin.com/in/mariaorchard https://www.linkedin.com/in/naomipeel/ https://www.equalityhumanrights.com/equality/equality-act-2010/codes-practice/services-public-functions-and-associations-code-02025-05-1424 minVulnerability MattersEpisode 41 - Vulnerability isn’t just a duty - it’s a movementWhat if ‘vulnerability’ was more than a technical label and instead became part of a wider human movement for change? In this episode, Lee Healey (Founder of IncomeMax) explains why now is the time to think about vulnerability not just a regulatory duty, but as an opportunity to embed empathy, kindness, and action across society. https://www.linkedin.com/in/incomemax/ https://www.incomemax.org.uk/our-story2025-04-3024 minVulnerability MattersEpisode 40 - Does AI ‘get’ vulnerability?AI is promoted as a solution for identifying and supporting vulnerable consumers. But does its performance match its hyperbole? Savannah Price (CEO, Serene) and Dan Holloway (Rogue Interrobang/University of Oxford) cut through the noise and explore not only how far AI has gone on vulnerability, but how much further we might want it to. https://www.linkedin.com/in/ssprice/ https://www.linkedin.com/company/myserene https://www.linkedin.com/in/dan-holloway-79808288/2025-04-1626 minVulnerability MattersEpisode 39 - When innovation excludes? Touchscreen payment devices and disabled consumersTouchscreen payment devices are used across the UK’s shops, cafes, and restaurants. But has this flatscreen payment revolution excluded millions of disabled consumers? Dr Amy Kavanagh (accessibility specialist) and Adam Scarrott (UK Finance) debate the challenges, oversights, and design solutions. Links: https://www.linkedin.com/in/dr-amy-kavanagh/ https://www.linkedin.com/in/adam-scarrott-b9142710/ https://www.ukfinance.org.uk/system/files/2022-05/UKTAS%20touchscreen%20accessibility%20220519.pdf2025-04-0223 minVulnerability MattersEpisode 38 - How to get into prisonMatt Dronfield describes how a fleet of video debt advice kiosks are now reaching some of the UK’s hardest to engage communities, including Brixton Prison. Matt explains what the impact has been, and just how he managed to get permission to install soundproof, internet connected, video kiosks across the UK’s prison estate. https://www.linkedin.com/in/mattdronfield/ https://debtfreeadvice.com/news-blogs/debt-free-advice-video-kiosk-arrives-hmp-brixton2025-03-1825 minVulnerability MattersExclusive FCA interview: Vulnerability Review findings.Recorded live from the London launch event of the FCA’s much-anticipated review of how financial service firms are treating customers in vulnerable circumstances, Chris Fitch talks to Charlotte Clark about what the review’s findings mean for firms, consumers, and the regulator too, and whether consumer vulnerability can really sit alongside wider economic growth objectives. Charlotte Clark - https://www.linkedin.com/in/charlotte-clark-a44b75121 Review press release - https://lnkd.in/emwe2XXz Review of firms' treatment of customers in vulnerable circumstances - https://lnkd.in/eH9iT_3H Delivering good outcomes for customers in vulnerable circumstances – https://lnkd.i...2025-03-1240 minVulnerability MattersEpisode 37 - Not my problem? Why signposting has to change.When a customer has needs that go beyond our internal expertise, signposting is our go-to solution. But are we doing it wrong? What should we change? And just how can we use it to help our customers, but avoid over-whelming the charities and specialist organisations that are already struggling with demand? https://www.linkedin.com/in/catdivers2025-03-0424 minVulnerability MattersEpisode 36 - Help! A new approach to support with Christine Tate and Dan HollowayChristine Tate and Dan Holloway talk about a brand new guide “Help! What support can firms give disabled consumers and people in vulnerable situations?”. Dubbed a support-needs-mini-starter-guide-for-the-confused, this new resource brings together over 100 different types of common support needs from a range of essential sectors and people with lived experience for the very first time. www.MoneyAdviceTrust.org/vulnerability www.WhatWeNeed.Support https://www.linkedin.com/in/christine-tate-2480ba26 https://www.linkedin.com/in/dan-holloway-798082882025-02-1725 min
Vulnerability MattersEpisode 35 - Do you want to build an Empth Lab? With Shaun Conner, Government Digital ServiceShaun Conner talks to Chris Fitch about setting-up an ‘Empathy’ or ’Accessibility Lab’ to help staff better understand the barriers that disabled people face in their interactions with essential services. But what sort of kit do you find in an ‘Empth’ Lab? And can such simulation ever really work in practice? Shaun Conner (LinkedIn) https://www.linkedin.com/in/shaun-conner/ Government Accessibility Personas/Posters: https://alphagov.github.io/accessibility-personas/ Crip For a Day: https://www.sciencedaily.com/releases/2017/04/170411151019.htm2025-02-0523 minVulnerability MattersEpisode 34 - High-impact interactions: how do we recover? With Andy Langford and Chris FitchDrawing on his experience of supporting people involved in the Grenfell Tower fire, Manchester Arena bombing, and other national emergencies, Andy Langford talks to Chris Fitch about the key steps that we can take during and after such high-impact events to restore safety and diminish distress, and what essential services can learn from this. https://www.linkedin.com/in/andy-langford-548979204/2025-01-2225 minVulnerability MattersEpisode 33 - So…what does 2025 hold for consumer vulnerability? With Grace Brownfield and Phil KingGrace and Phil draw on new consumer and survey data to identify the major vulnerability trends, policy launches, and practical impacts that we’ll see in 2025, and explain to Chris Fitch just what the key events of 2024 were that got us here. https://www.moneyadvicetrust.org/vulnerability2025-01-0824 minVulnerability MattersEpisode 32 -“The Experiment We Never Knew We Needed” with Katie Orme, Octopus EnergyKatie Orme talks to Chris Fitch about Octopus Energy’s decision to employ a team of eight in-house social workers for its customers. Katie shares what a typical day involves as Head of Service for Social Work, the types of customer cases she is helping, and the impact her team of eight are having for Octopus Energy and the customers they serve. https://www.linkedin.com/in/katie-orme-764b41282/2024-12-1125 minVulnerability MattersEpisode 31 - ‘ Digital poverty’ doesn’t mean what you think with Elizabeth AndersonElizabeth Anderson talks to Chris Fitch about what ‘digital poverty’ actually is. Cutting through the most common myths, Elizabeth explains what living in a ‘digital first’ world looks like to the 11 million UK adults who lack the skills to navigate it, or who cannot afford the costs of online life, and what essential services can do for digitally vulnerable consumers. https://www.linkedin.com/company/digital-poverty-alliance https://digitalpovertyalliance.org/2024-11-2722 minVulnerability MattersEpisode 30 - There’s more to blind customers than Braille with Holly TukeHolly Tuke explains to Chris Fitch how understanding the everyday joys of cooking chips, make-up tips, and going to gigs as a blind person, can help essential services tackle the challenges that their blind customers and colleagues face in a majority-sighted world. Holly also schools Chris on visual language, self-descriptions, and why Braille isn’t everything. https://lifeofablindgirl.com/ https://www.linkedin.com/in/hollytuke/2024-11-1323 minVulnerability MattersEpisode 29 - How do I get a customer to disclose? With Alexis Stevens from Money and Mental Health.Just 11-14% of UK adults in a vulnerable situation have ever disclosed this to an essential service firm, despite the help it might lead to. So why are consumers staying quiet? And how can firms get them to disclose their situation and needs? Alexis Stevens explains what firms can do, and shares her mixed experiences of disclosing her bipolar disorder to get help. www.linkedin.com/in/alexis-stevens-ab6192157/ www.moneyandmentalhealth.org/disclosure2024-10-3023 minVulnerability MattersEpisode 28 - How do 999 staff talk to vulnerable callers?Just how are 999 staff trained to talk, listen, and remain calm as vulnerable callers seek urgent help? In this episode, Mike Modder-Fitch shares his experience of running Police Force Control Rooms and NHS Integrated Care Contact Centres, and explains just what essential service staff can learn from their counter-parts in 999 settings. Mike also explains what his journey from previously running energy and financial service telephone contact centres, to now being Head of Service (IUC) at Yorkshire Ambulance Service NHS Trust, has taught him about the meaning of ‘vulnerability’. https://www.linkedin.com/in/mike-modder-fitch-6b3182292024-10-1626 minVulnerability MattersEpisode 27 -How we make “Easy Read” documents in seconds with Annie Baker, Tom, and LillyIn this episode, Swindon Borough Council give away (for free) their AI tool which translates documents into an Easy Read format for people with learning disabilities or literacy difficulties. Chris Fitch picks up his jaw from the floor as Annie Baker explains more about ‘Simply Readable’, and Tom and Lilly describe their expert by experience role in the project. www.youtube.com/watch?v=leQegdK-1M8 source code: github.com/aws-samples/document-translation2024-10-0222 minVulnerability MattersEpisode 26 -Just what do I say to a terminally ill customer? With David Williams from Marie CurieOf the 650,00 people who die each year in the UK, many will have been living with a terminal illness. David Williams shares the practical strategies used on the Marie Curie Information Support Line to have more helpful, natural, and practically useful conversations with terminally ill people and their families. https://www.mariecurie.org.uk/2024-09-1824 minVulnerability MattersEpisode 25 - Is ‘ableism’ more than another buzzword? With Celia Chartres-Aris and Chris FitchKicking-off our new Season, Celia Chartres-Aris takes us on a crash-course on ‘ableism’ - a term many disabled people have embraced as reflecting their specific experience of discrimination, but which others have sceptically viewed as another buzzword in an already complex discussion. Links: https://www.linkedin.com/in/celia-chartres-aris/?originalSubdomain=uk https://unlearningableism.com/2024-09-0425 minVulnerability MattersEpisode 24 - Hidden disability, looking behind the Sunflower Lanyard scheme with Paul WhiteIn this episode, we tackle the Sunflower Lanyard scheme, a global initiative that helps people with hidden disabilities signal their need for support and understanding in public and workplace spaces. Talking with Paul White (Chief Executive), we look behind the green and yellow lanyard to uncover the scheme’s origin story, its lesser-known support offerings, and imminent digital evolution. https://www.linkedin.com/in/paul-white-61aabb56/ https://hdsunflower.com/uk/2024-07-2425 minVulnerability MattersEpisode 23 - The secret life of accessible numbers with Laura Parker and Chris FitchThis episode dives into the fascinating world of accessible numbers with Laura Parker, a ‘numbers’ specialist. Laura explains to Chris Fitch what accessible numbers are, how they affect everyone’s life (including her own experience of dyscalculia), and shares five tips for making numbers more accessible for everyone. https://www.linkedin.com/in/lauramarieparker/2024-07-1022 min
Vulnerability MattersEpisode 22 – Am I making things better for disabled customers with Kathryn Townsend and Chris FitchKathryn Townsend, the out-going Government Disability and Access Ambassador for Banking, asks the question we’ve all asked ourselves at some point: have I actually made things better here? In a personal and frank conversation, Kathryn reflects on the extent to which she has reformed the banking sector for disabled customers, the obstacles and conflicts she has encountered in doing this, and how to make progress in a role which has been both celebrated and criticised for its potential to bring about change. You can find out more about Kathryn at https://www.linkedin.com/in/kathrynjanetownsend/2024-06-2521 minVulnerability MattersEpisode 21 - Good’ and ‘bad’ disability design – Liz Jackson’s 5 point check-listWhat happens when ‘good intentions’ create ‘bad design’? In this 20 minute episode, the internationally renowned writer Liz Jackson talks about how well-meaning attempts to design innovative products and services for disabled people often end in practical failure, and outlines 5 ways to distinguish ‘good’ from ‘bad’ disability designs. You can find out more about Liz and her work at https://linktr.ee/eejackson | @elizejackson | https://www.linkedin.com/in/eejackson/2024-06-1225 minVulnerability MattersEpisode 20 - Crisis conversations and digital channels with Victoria Hornby from ShoutIn the UK, we send around 110 million texts every day. In today’s episode, Victoria Hornby (Chief Executive of Shout, the UK’s only 24/7 text service for anyone struggling to cope) talks with Chris Fitch about text-based conversations and crisis, how Shout works, and what essential services can learn from Shout’s strategies for managing crisis conversations on a digital channel. You can find out more about Shout at www.giveusashout.org. Or if you are struggling to cope and need to talk, you can speak to a trained Shout Volunteer by texting the word ‘Shout’ to 85258.2024-05-2924 minVulnerability MattersEpisode 19 - Being vulnerable, while working in vulnerability with Makedah Simpson and Rosie LyonIn this 20 minute episode, we examine what it is like to work on ‘vulnerable consumer’ issues for a living, while personally experiencing vulnerability, harm, and difficulty at the same time. Sharing their thoughts, experiences, and advice with Chris Fitch on “being vulnerable, while working in vulnerability” are Makedah Simpson (UK Regulators’ Network) and Rosie Lyon (Vulnerability Specialist at AIB). Makedah Simpson: https://www.linkedin.com/in/makedahsimpson/ Rosie Lyon: https://www.linkedin.com/in/rosie-sarah-lyon/2024-05-1524 minVulnerability MattersEpisode 18 - Dependency with Jamie Compton-Rea and Chris FitchOur latest 20 minute episode focuses on the issue of dependency, addictions, and what essential services can do to support customers with drug, alcohol, gambling, or other related problems. Jamie Compton-Rea explains to Chris Fitch about the steps that services can take, and just what is realistic and effective action in such dependency situations. Find out more about Jamie at his upcoming course on addiction and essential services at www.moneyadvicetrust.org/training and follow the link titled 'addictions'.2024-05-0123 minVulnerability MattersEpisode 17 - Being a carer with Trevor Salomon and Chris FitchOur latest 20 minute episode focuses on the more than 5 million unpaid UK carers who are supporting someone with a physical, mental health, or old-age related problem. Trevor Salomon explains to Chris Fitch about the reality and impact of being an unpaid carer to his wife Yvonne (diagnosed with early onset Alzheimer’s in 2013), and how essential services can better identify and support carers. Find out more about Trevor and Yvonne at https://uk01.z.antigena.com/l/LVTCyv5xA3zInZmZsWhCgC54AfGguVgMXnQEEEky96GQy4tBR1NRt~rcSQbiRj~y2qoVYYK7wjhgM7yTgCFfmTaV8jq0pP2S-vnfnSHcM2QwRm5ZPRyJd~nfDvl03HNQLWFVXyv3B7pp5DG3PmuxqcXFN-3dv...2024-04-1722 minVulnerability MattersEpisode 16 - Tackling loneliness with Amy Perrin and Chris FitchIn the UK, half a million older people report going 5-6 days a week without seeing or speaking to anyone, while a younger cohort aged 16-29 are now reporting loneliness twice as much as those over 70. So in this episode, Chris Fitch spoke to Amy Perrin from the only charity in the UK dedicated to tackling loneliness: the Marmalade Trust (named after Paddington Bear’s friendly qualities). Chris asked Amy about the extent of loneliness across the UK, what types of support essential services can realistically give to people who are lonely, and just how we can start a conversation ab...2024-04-0318 minVulnerability MattersEpisode 15 - Visible difference with Sudha Vijay, Jane Rodrick, Michaela Baker and Chris FitchIn this episode, we focus on the 1-in-5 UK consumers living with some form of facial or bodily scarring, mark, or condition that makes them look or feel significantly different. Known as ‘visible difference’, our host Chris Fitch talks to Sudha Vijay from the charity Changing Faces about her experiences as a consumer with visible difference, while Jane Rodrick and Michaela Baker explain the approach that Lloyds Banking Group staff are taking in branches and face-to-face contact with customers like Sudha.2024-03-2020 minVulnerability MattersEpisode 14 - Hearing Loss and d/Deaf customers with Tim Scannell and Chris FitchAround 12 million UK adults - 1-in-every-5 of our customers - are living with hearing loss which makes following speech and conversations difficult. Inclusion specialist Tim Scannell – profoundly deaf and a BSL user – joins Chris Fitch to discuss improvements to essential service design and operation, and what can be done to avoid customers with hearing loss feeling overlooked, forgotten, or treated as an ‘after-thought’ by our services. More on Tim’s work is at www.timscannell.co.uk and www.linkedin.com/in/tim-scannell. You can also watch this podcast with BSL interpretation at https://www.youtube.com/watch?v=6OB_NeZLOFU&fe...2024-03-0721 min
Vulnerability MattersEpisode 13 - Lived experience with Dan Holloway and Chris FitchEveryone is talking about the importance of ‘lived experience’ and ‘experts by experience’, but what exactly do these phrases mean? Just how do we practically involve people with this experience in our work? And what difference does it all make anyway? Answering these questions is researcher, writer, and lived experience expert Dan Holloway (from Oxford University spin-out Rogue Interrobang), and asking them is our host Chris Fitch.2024-02-2124 minVulnerability MattersEpisode 12 - Building Trust with Charlie Nixon and Chris FitchLike vulnerability, trust matters. Behavioural scientist, Charlie Nixon from Cowry Consulting talks to Chris Fitch about how trust determines what products we buy, which organisations we agree to let deliver our essential services, and just what we tell these firms about ourselves. And, most importantly, how vulnerable consumers decide who is trustworthy and who is not? Charlie can be found at https://www.linkedin.com/in/cnbnixon/ and Cowry at: https://www.linkedin.com/company/cowry-consulting/ In the podcast, Charlie also talks about the following resources: David Maisters “The Trusted Advisor”( https://bit.ly/3Su34oi), Ken Rotenburg “The Psychology of Tru...2024-02-0722 minVulnerability MattersEpisode 11 - Stammering with Lyndsay Edington and Chris FitchThis episode focuses on stammering (also known as stuttering). Talking with Lyndsay Edington from the national stammering charity STAMMA, our host Chris Fitch listens as Lyndsay explains how staff in banks, energy, and retail organisations can better understand and meet the needs of the 1 in 100 customers who will stammer. You can find out more about STAMMA at https://stamma.org/, including their guide for contact centre staff https://stamma.org/about-stammering/stammering-customer-contact, while Lyndsay is at https://www.linkedin.com/in/lyndsay-edgington-672090198/2024-01-2422 minVulnerability MattersEpisode 10 - What is empathy with Mathieu Lajante and Chris FitchIn this episode on empathy, Chris Fitch asks Mathieu Lajante: just what is empathy? Is it possible to train people to become more empathetic? And are empathy training courses a worthwhile investment in terms of time, money, and results for our organisations and staff? Mathieu is Associate Professor at Toronto Metropolitan University, Director of its Consumer Neuroscience Laboratory, and lead author of a new review of the scientific literature on the effectiveness of empathy training. More at: https://www.linkedin.com/in/mathieu-lajante-ph-d-b5b3461b2/?originalSubdomain=ca and mathieu.lajante@torontomu.ca, while Mathieu’s paper is at: https://uk01.z...2024-01-1024 minVulnerability MattersEpisode 9 - Firewalking with Lee Walls and Chris FitchFor this fascinating ‘end of 2023’ episode, Lee Walls talks to Chris Fitch about the science, experience, and lessons for life and vulnerability, of being a fire-walker. Lee explains how walking over 350 degree red hot coals can help understand and reframe situations of personal and customer vulnerability, and how her own lived experience of alcohol addiction led to her stepping into, and onto, fire-pits across the world. Lee and Firewalk Scotland can be found at https://www.linkedin.com/in/lee-walls and https://www.firewalkscotland.co.uk/2023-12-1422 minVulnerability MattersEpisode 8 - Supporting non-verbal customers with Katie Mackay, Jack Hatcher and Chris FitchKatie Mackay and Jack Hatcher – from the Nationwide Building Society – talk to Chris Fitch about their ‘Speak Easy’ initiative to support non-speaking and non-verbal customers. Katie explains how her experiences of being non-speaking in certain situations informed its development, while Jack shares findings and communication lessons from the ‘Speak Easy’ pilot in Nationwide branches. You can find both on LinkedIn, and access the finalised ‘Speak Easy’ card system at: speakeasy@nationwide.co.uk | https://www.linkedin.com/in/katie-mackay-a2a90512a/ | https://www.linkedin.com/in/jack-hatcher/2023-12-0625 minVulnerability MattersEpisode 7 - Refugees and asylum seekers with Joshua Aspden and Chris FitchJoshua Aspden – a specialist in financial inclusion among refugee and asylum seeker populations joins Chris Fitch to talk about his work in helping helped thousands of people to make sense with not just a new country and culture, but with an entirely different system of financial and essential services. Josh talks about his own experience of being new to the UK, his work with asylum seekers and refugees, and the difficulties and vulnerabilities that people can experience with money. Josh can be found at: https://www.linkedin.com/in/joshua-aspden-0730423b/2023-11-2220 minVulnerability MattersEpisode 6: Making decisions with Tim Farmer and Chris FitchBest-selling author Tim Farmer joins Chris Fitch to chat about mental capacity, decision-making, and his latest book “Grandpa on a Skateboard. The practicalities of assessing mental capacity and unwise decisions”. Clinical Director at Comentis, Tim takes Chris on a tour of the practical action needed to identify and support customers with decision-making limitations (both online and off-line), as well as explaining the definitions and law that can surround and cloud this topic. More on Tim and the work of Comentis (the cognitive assessment specialists) can be found at: https://www.linkedin.com/in/timfarmertsf/2023-11-0820 minVulnerability MattersEpisode 5: Tone of voice with Steve Donovan and Chris FitchSteve Donovan from Ovo Energy talks with Chris Fitch about a tool that everyone working with customers will use every single day, but which most of us probably don’t give enough attention, care, or love to: our voice. Steve walks Chris through the Ovo training team’s ‘tone of voice’ model (covering pitch, pace, volume, energy, and articulation), talks about using this with vulnerable customers, and shares his top tips on how to protect and look after our voices. Steve is Vulnerability Lead at Ovo Energy and can be found at: https://www.linkedin.com/in/steven-donovan-865a40131/2023-10-2522 minVulnerability MattersEpisode 4: Being Cold with Dr Rose Chard and Chris FitchRose walks our host Dr Chris Fitch through the science, experience, and impact of ‘being cold’. Explaining how the cold affects us in physical, mental, financial, and social terms, Rose outlines the actions that staff can take to help customers likely to experience detriment from colder temperatures and fuel poverty. Inclusive designer and researcher for a fair, low carbon energy future, you can find out more about Rose and Energy Systems Catapult at: https://www.linkedin.com/in/rose-chard-35526625/2023-10-1121 minVulnerability MattersEpisode 3: Chronic Pain with Dr Elizabeth Blakelock and Chris FitchElizabeth discusses her own experience of chronic pain, how it affects millions of customers in the UK on a daily basis, and how organisations can work to support customers living with it. Advocate, policy specialist, and writer, you can find out more about Elizabeth at: https://www.linkedin.com/in/elizabethblakelock/2023-09-2721 minVulnerability MattersEpisode 2: Vulnerability trends in 2023/24 with Phil King and Chris FitchPhil shares new research data on what essential service firms are saying their biggest themes, fears, and challenges are for consumer vulnerability in 2023/2024. Senior Training Consultant at the Money Advice Trust, Phil can be found at: https://www.moneyadvicetrust.org.uk/vulnerability2023-09-1314 minVulnerability MattersEpisode 1: Trans customers with Sarah-Stephenson Hunter and Chris FitchSarah talks about working more effectively with trans customers, life as a transwoman, and how she is bringing about change herself. Co-founder of Simply Equality and Joint Head of Equality and Diversity at Oxford University, Sarah can be found at: https://www.simplyequality.com/2023-09-1321 minVulnerability MattersVulnerability outcomes: how do we meet FCA expectations?Back in February, The Financial Conduct Authority published its finalised vulnerability guidance. As firms continue their work to translate these expectations into practical action, it is made clear by the FCA that firms need to be able to evidence that their outcomes for vulnerable customers are as good as those of other customers.So, just what is an 'outcome' and how do we decide which outcomes we need to monitor? Why do they matter so much when it comes to vulnerability? and most importantly, how do firms go about doing all of this?Joining Vulnerability Lead...2021-07-0958 min
Vulnerability MattersLived experience and vulnerability‘Expert by experience’ is increasingly recognised as an approach to help ensure markets are inclusive, especially for customers in vulnerable circumstances. Charities and people with a lived experience of vulnerability want to increasingly shape the thinking and practice of organisations. Most regulators (including the FCA) recognise this and expect firms to consider such an approach. However, just how do organisations practically do this when there are 28 million vulnerable customers (all with different needs) and just 24 hours in a day to make this all work?Our latest podcast recorded as part of MALG's Virtual Connect, brings together five...2021-04-1558 minVulnerability MattersThe finalised FCA vulnerability guidance for firms: content, surprises and outcomesTo mark the release of the finalised FCA vulnerability guidance, the Money Advice Trust held a special webinar to discuss what the guidance means for firms and how you and your organisation can change the regulator’s expectations into reality for your customers.Joining Vulnerability Lead Consultant, Chris Fitch for a very special discussion on the content of the FCA guidance are: - Sarah McKenzie - FCA, Head of Consumer Strategy and Policy- Mike Songer - Lloyds, Director Group Customer Vulnerability- Fiona Turner - UK Finance, Head of Vulnerability- Tim Ha...2021-03-0955 min
Vulnerability MattersLaunch event: new guidance on inclusive design in essential servicesThere is an increasing focus on inclusive design from industry regulators and firms themselves. But what does ‘inclusive design’ really mean? How can firms – and regulators - translate this concept into practical action to make sure that products, services and markets work well for all? Marking the launch of two new, practical guides on inclusive design for firms and regulators by the Money Advice Trust and Fair By Design, this podcast explores these questions and more – giving you practical tips on how to utilise inclusive design in your own work. To download the guides mentioned in this pod...2021-02-0255 min
Vulnerability MattersVulnerability, GDPR, and disclosureTo mark the launch of new GDPR guidance from the Money Advice Trust and Money Advice Liaison Group Ltd (MALG), we discuss how firms can meet data protection regulation and support customers in vulnerable circumstances. You will hear from two of the authors of the guide, Chris Fitch – Money Advice Trust Vulnerability Lead Consultant – and Robert Bell – a data protection expert. They will be joined in conversation by; Paul Smee, Chair of MALG Nina Best, Senior Legal Counsel and Data Protection Officer, Capital One Dan Holloway, Writer and Lived Experience Expert The panel will dis...2020-11-0657 minVulnerability MattersIdentifying and supporting vulnerable customers: part 2Part 2 of the vulnerability and identity conversation: As we now focus on the move from identification to conversation with customers in vulnerable circumstances, our expert panel discuss how firms can start these important conversations, the techniques that exist for doing this and – most critically – how do we get customers to welcome our intervention? Joining Chris Fitch in the identification conversation to share their strategies are: Laura Tough - Nationwide Dan Clarke - Monzo Mark Fiander - Gain Credit Dr Elizabeth Blakelock - Citizens AdviceSubscribe to our Vulnerability Matters newsletter for upda...2020-10-2656 minVulnerability MattersIdentifying and supporting vulnerable customersIdentifying when someone is vulnerable is rarely simple, every consumer is different and their cues, clues, and signs of vulnerability will differ too.As technology and the way creditor staff communicate with customers continues to evolve, identification is no longer exclusive to voice-to-voice, or face-to-face settings and now includes communication platforms via digital channels, in-app chat, transaction data and more.How do we identify a vulnerable consumer and how do we realistically do this across channels? And once we’ve done this, how do we make the move from identification to conversation?Joining Chris Fi...2020-10-0257 min