To receive your Zoom link to join the webinar, register here. Your Zoom link will then be emailed separately.

The Consumer Duty requires banks to establish the nature and scale of vulnerability among their customer base and target market, and the potential foreseeable harms that need to be prevented. This online panel discussion will delve into the transformative potential data has to increase understanding of harms, and improve outcomes for customers facing challenging circumstances.

We’ll be joined by experts in customer vulnerability and regulation, and an expert-by-experience from Money and Mental Health’s Research Community. Together, we will explore how using data can help firms to understand and identify vulnerabilities, and support customers in vulnerable situations.

Our speakers are:

Malintha Fernando MBE, Group Head of Digital Experience and Accessibility at HSBC
Conor D’Arcy, Interim Chief Executive of Money and Mental Health
Jo, an expert by experience from our Research Community
Kathryn Townsend, Head of Customer Vulnerability, Access and Inclusion at Nationwide Building Society and Disability and Access Ambassador for the banking sector
Chris Fitch, Vulnerability Lead at the Money Advice Trust and a Research Fellow at the Personal Finance Research Centre
Tom Doidge, Head of Vulnerable Customer Strategy and Complaints Insight at Capital One
Jo Legg, Head of Department in the Cross-Cutting Policy and Strategy Directorate at the Financial Conduct Authority
Rosie Normanton, Head of Strategic Partnerships at Money and Mental Health

This event is sponsored by HSBC UK.

How can banks use data to support customers in vulnerable situations?