Outcomes and Vulnerability

This remote workshop will be delivered over two half-day sessions. First session is on 28th January 2026 and second session is on 29th January 2026 , both sessions are scheduled in the morning between 09:30am - 12:30pm.

Introduction

Every regulator wants firms to achieve outcomes that are as good for customers in vulnerable circumstances as they are for customers who are not. And firms not only need to deliver this, but also need to demonstrate how they do it, and show how they know those outcomes are as good.

This course will give you the tools to help you do that, using a simple but effective Outcomes Model that has been developed using regulator insight and best practice from across the financial services industry.

Participants will work through a series of facilitated sessions, case studies, and interactive debates to bring the Outcomes Model to life, taking participants through a clear step by step in the outcome process from definition and measurement to analysis and impact.

We recognise that working on outcomes is usually simpler to describe on paper than deliver in practice, and this course aims to give practical hints and tips to bring it to life in the real world.

We aim to build your knowledge and skills on outcomes across the two half day sessions, as well as allow for new connections and relationships with your fellow participants.

Course objectives

The goal of the Outcomes course is to help firms:

• Meet their legal and regulatory expectations on consumer outcomes

• Understand how to define and deliver suitable consumer outcomes, and assess delivery of those outcomes

• Improve their reputation as a responsible organisation that treats customers fairly

• Develop their own approach to improve their own work on vulnerability

Who is this for?

All staff involved in assessing their firms approach towards outcome monitoring.

The trainer: David Atkins

Delivered by David Atkins, formally Head of Group Customer Vulnerability at Lloyds Banking Group, the training will draw on industry wide knowledge and delivery experience, to help you develop practical solutions to improve the outcomes for your vulnerable customers.