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What’s missing from your approach to vulnerable customers in 2023?

The new Consumer Duty expects firms to consider customer vulnerability across the whole of their operations and ensure that staff throughout the business understand what's required of them. With such broad-ranging requirements, it can be a challenge for firms to know where changes need to be made, what practical steps to take and how to evidence improved customer outcomes.

In this free 60-minute webinar, our panellists reveal what issues and challenges firms must overcome to meet the Duty’s requirement to prevent foreseeable harm to vulnerable customers.

Discussion outcomes include:

  • How to operationalise your culture to deliver good customer outcomes.

  • New strategies and practical tools to empower the front line to identify, engage and support vulnerable customers.

  • How firms can use technology to capture data and MI to prove compliance with Consumer Duty.

  • The key questions the regulator will expect you to answer on your approach to vulnerable customers.

This webinar is hosted in conjunction with:




VCX trans

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Adrian Harvey
CEO | Elephants Don’t Forget

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.


Matt Browne
Practice Lead | Bovill

Matt is a risk and regulatory expert with 20 years’ experience working in financial services. He currently leads Bovill’s Wealth Practice, advising clients on regulatory and compliance risks. Key areas of expertise include: governance (SMCR), product governance and testing, pricing and value for money, conduct risk frameworks, conduct MI and monitoring, regulatory relationship management, behavioural science (practical use in risk management), and cultural assessments.


Chris Jones
Co-Founder | Vulnerable Customer eXperience (VCX Ltd)

As Co-Founder and Director of e-learning at VCX Ltd, Chris is an expert in supporting firms to implement vulnerability strategies. He brings a wealth of experience and insight into how businesses can treat customers in vulnerable circumstances with dignity and provide them with practical support. With a focus on supporting front line staff to be exceptional communicators, Chris brings a range of invaluable knowledge into how firms can practically improve service levels and outcomes for customers in vulnerable circumstances.