Customer vulnerability is often considered purely as a regulatory requirement under the FCA's Consumer Duty. This webinar sets out the commercial case for treating vulnerability data as a strategic asset, not an overhead.
The real cost of getting it wrong is usually many times larger than a fine, while better data unlocks genuine revenue through personalisation, retention, and needs-led product design.
Roughly half of UK adults show one or more characteristics of vulnerability at any given time – which means that better identification is not simply a compliance safeguard – it is a direct line to reduced bad debt, fewer complaints, new revenue streams, and lower regulatory exposure.
This webinar looks at how better customer understanding and personalisation can unlock considerable benefits, the sector-by-sector case for digital assessment, and how loyalty and early engagement can be the difference between a manageable case and a write-off. The session includes a live case study that shows the commercial benefits playing out in practice: fewer auto-declines, more approvals, and a new product launched off the back of better insights.
Why redress, remediation and review – not the fine – are the real cost of getting customer vulnerability wrong
The enforcement actions against TSB, HSBC and Volkswagen Financial Services, and what we can learn from them
The revenue opportunities hiding in better data – and why personalisation and customer vulnerability are two sides of the same coin
The case for digital customer vulnerability assessment across debt and credit, utilities, insurance, and wealth management
How understanding customers improves retention
Case study: how Match the Cash turned vulnerability assessment into more approvals and a new product
Why sharing structured vulnerability data – register once, be understood everywhere – can benefit the whole market
Kevin Still
Kevin Still helps organisations design fairer, more inclusive services. He’s director of Consumer Duty Services, a consultant on BSI ISO 22458 (inclusive design), and a non-executive director at the Vulnerability Registration Service (VRS). He also sits on the Government Fairness Group and is a director of DEMSA. Kevin has led major government programmes, including on the GMPP around customer engagement, and now focuses on inclusive design, Consumer Duty, Open Banking, vulnerability management, and data sharing.
Howard Taylor
Howard is a Director in PwC’s Risk and Compliance Transformation Consulting practice and has around twenty years’ experience in financial services, Howard is an inclusive customer outcomes expert, advising s-suites and boards in financial services, government and third sector. He is also a Financial Inclusion Commissioner and public speaker.
Andrew Gething
Andrew is the founder and managing director of MorganAsh. He is a recognised consumer vulnerability specialist and champion, is the driving force behind the award-winning consumer vulnerability management tool, MARS.