--- title: "Webinar: Customer vulnerability: your questions answered" description: FCA scrutiny on vulnerable customers intensifies. Our expert panel answer your questions and discuss FCA expectations & best practices. --- [![EDF: home of Clever Nelly](https://info.elephantsdontforget.com/hs-fs/hubfs/A%20-%20PD%20HubSpot%20Campaign%20Images/EDF%20LOGO/EDF%20home%20of%20Clever%20Nelly.png?width=300&height=56&name=EDF%20home%20of%20Clever%20Nelly.png "EDF: home of Clever Nelly")](http://elephantsdontforget.com) # Watch webinar # Customer vulnerability: **your questions answered ** # Watch webinar # Customer vulnerability: your questions answered  ## This webinar took place on the 14th August 2024 This webinar was hosted in conjunction with: [![FWD Consulting Logo](https://info.elephantsdontforget.com/hs-fs/hubfs/A%20-%20PD%20HubSpot%20Campaign%20Images/Webinars/FWD%20Consulting%20Logo.png?width=150&height=150&name=FWD%20Consulting%20Logo.png "FWD Consulting Logo")](https://fwdconsulting.co.uk/) [![MorganAsh_Logo](https://info.elephantsdontforget.com/hs-fs/hubfs/A%20-%20PD%20HubSpot%20Campaign%20Images/Webinars/MorganAsh_Logo.png?width=200&height=60&name=MorganAsh_Logo.png "MorganAsh_Logo")](https://www.morganash.com/) [![Collaboration Network Logo](https://info.elephantsdontforget.com/hs-fs/hubfs/A%20-%20PD%20HubSpot%20Campaign%20Images/Webinars/Collaboration%20Network%20Logo.png?width=150&height=148&name=Collaboration%20Network%20Logo.png "Collaboration Network Logo")](https://www.collaborationnetwork.co.uk/) **The FCA's scrutiny over firms’ treatment of vulnerable customers will only intensify. The regulator's review of how firms treat vulnerable customers, due at the end of the year, is expected to find many gaps in meeting Consumer Duty requirements. ** The size and scale of the task of evidencing that vulnerable consumers are receiving outcomes comparable to those received by resilient consumers, is daunting. Firms can’t hide, having been given lots of time to prepare, and a good deal of guidance – yet early indicators suggest that firms are way behind in identifying, monitoring and reporting on vulnerable customers.  To get ahead of the regulator's review, join us on this free 90-minute Q&A session, where our panel of experts from **FWD Consulting**, **MorganAsh**, and the **Collaboration Network** will answer your most pressing questions about applying and embedding the FCA’s requirements on customer vulnerability within your firm.  Key discussion topics include:  - **What firms can expect from the FCA’s forthcoming review. ** - **How your approach to vulnerability can unintentionally lead to customer detriment.** - **Proven strategies which leading firms adopt to identify vulnerable customers.** - **Why staff vulnerability training often fails to change behaviour and actions.** - **How customer vulnerability can be seamlessly embedded in early product design process.** - **Effective strategies for measuring outcomes for vulnerable customers, compared to the resilient.** **Watch the webinar here:** Meet our webinar panel [![Adrian Harvey (col)](https://info.elephantsdontforget.com/hs-fs/hubfs/A%20-%20PD%20HubSpot%20Campaign%20Images/Webinars/Webinar%20Headshot%20Bios/Adrian%20Harvey%20(col).png?width=200&height=200&name=Adrian%20Harvey%20(col).png "Adrian Harvey (col)")](https://www.linkedin.com/in/adrian-harveyandclevernelly/) **Adrian Harvey** **CEO** Elephants Don't Forget   [![LinkedIn](https://info.elephantsdontforget.com/hs-fs/hubfs/A%20-%20PD%20HubSpot%20Campaign%20Images/LinkedIN.png?width=30&height=30&name=LinkedIN.png)](https://www.linkedin.com/in/adrian-harveyandclevernelly/)   Adrian spent the first decade of his career working in corporate banking and lending with ABN AMRO, GE Capital & BNP Paribas. He joined the energy sector to bring commercial expertise to the privatisation of British Gas and spent ten years in the sector. He was Managing Director of the largest residential business of British Gas and Managing Director of Eon’s property services and renewable energy business. [![Andrew Gething](https://info.elephantsdontforget.com/hs-fs/hubfs/A%20-%20PD%20HubSpot%20Campaign%20Images/Webinars/Webinar%20Headshot%20Bios/Andrew%20Gething.png?width=200&height=200&name=Andrew%20Gething.png "Andrew Gething")](https://www.linkedin.com/in/andrew-gething-77016/) **Andrew Gething ** **Managing Director ** MorganAsh   [![LinkedIn](https://info.elephantsdontforget.com/hs-fs/hubfs/A%20-%20PD%20HubSpot%20Campaign%20Images/LinkedIN.png?width=30&height=30&name=LinkedIN.png)](https://www.linkedin.com/in/andrew-gething-77016/)   Andrew Gething is the managing director of MorganAsh, an FCA-regulated firm that has been assessing and helping vulnerable consumers for over two decades. MorganAsh has developed the award-winning consumer vulnerability assessment, management and reporting tool, MARS (the MorganAsh Resilience System). MARS is in use in the financial services, credit and utilities sectors. Andrew is a recognised expert in consumer vulnerability. [![Martin Grimwood FWD](https://info.elephantsdontforget.com/hs-fs/hubfs/A%20-%20PD%20HubSpot%20Campaign%20Images/Webinars/Webinar%20Headshot%20Bios/Martin%20Grimwood%20FWD.png?width=200&height=200&name=Martin%20Grimwood%20FWD.png "Martin Grimwood FWD")](https://www.linkedin.com/in/martingrimwood/) **Martin Grimwood** **Director of Research** FWD Consulting   [![LinkedIn](https://info.elephantsdontforget.com/hs-fs/hubfs/A%20-%20PD%20HubSpot%20Campaign%20Images/LinkedIN.png?width=30&height=30&name=LinkedIN.png)](https://www.linkedin.com/in/martingrimwood/)   With over 30 years’ experience within the financial services industry, Martin has played a key role in leading research and consulting support to both financial service providers and regulatory bodies. His deep understanding of customer experience, customer behaviour and customer protection has been instrumental in helping clients enhance their operations while ensuring compliance within regulatory frameworks. [![Mark Bailey](https://info.elephantsdontforget.com/hs-fs/hubfs/A%20-%20PD%20HubSpot%20Campaign%20Images/Webinars/Webinar%20Headshot%20Bios/Mark%20Bailey.png?width=200&height=200&name=Mark%20Bailey.png "Mark Bailey")](https://www.linkedin.com/in/baileymg/) **Mark Bailey** **Director & Co-Founder** Collaboration Network    [![LinkedIn](https://info.elephantsdontforget.com/hs-fs/hubfs/A%20-%20PD%20HubSpot%20Campaign%20Images/LinkedIN.png?width=30&height=30&name=LinkedIN.png)](https://www.linkedin.com/in/baileymg/)   Mark is a Co-Founder and Director of the Collaboration Network supporting cross-sector engagement and improving the relationships between consumers and businesses. This grew from Mark’s involvement with the consumer complaints service Resolver, where he was a founder and was responsible for business engagement and revenue growth. This included sharing the knowledge behind the millions of consumer issues raised and fixed on the Resolver platform and he was behind the original Resolution Forum. --- Proud to support brands including: ![Danske Bank](https://info.elephantsdontforget.com/hs-fs/hubfs/Brand%20Logos/Danske%20Bank.png?width=180&height=27&name=Danske%20Bank.png "Danske Bank") ![Aviva](https://info.elephantsdontforget.com/hs-fs/hubfs/Brand%20Logos/Aviva.png?width=180&height=40&name=Aviva.png "Aviva") ![LV](https://info.elephantsdontforget.com/hs-fs/hubfs/Brand%20Logos/LV.png?width=180&height=74&name=LV.png "LV") ![BNP Paribas](https://info.elephantsdontforget.com/hs-fs/hubfs/Brand%20Logos/BNP%20Paribas.png?width=180&height=39&name=BNP%20Paribas.png "BNP Paribas") ![Allianz logo](https://info.elephantsdontforget.com/hs-fs/hubfs/Brand%20Logos/Allianz%20logo.png?width=180&height=46&name=Allianz%20logo.png "Allianz logo") ![Direct line group](https://info.elephantsdontforget.com/hs-fs/hubfs/Brand%20Logos/Direct%20line%20group.png?width=180&height=61&name=Direct%20line%20group.png "Direct line group") ### **Get in touch** Discover how Elephants Don't Forget can help transform your business today.