TISA Vulnerability Conference 2026

Jonathan Pearson is an experienced regulator at the Financial Conduct Authority. He has spent over 25 years in financial services regulation working in a variety of functions including Strategy, Supervision, Competition and most recently Policy. Currently, he holds the position of Head of Department for Consumer Policy and Outcomes, with his remit including the Consumer Duty – and particularly supporting firms and consumers in realising the benefits of the Duty, as well as co-ordinating the FCA’s work on vulnerability and financial inclusion.

Helen has worked in Financial Services for 27 years, building her career within Quilter. Following a range of management roles, she was invited to become the Vulnerable Customer Specialist for the Platform business. In December 2024, Helen was appointed Customer Inclusion Lead for Quilter. In this role she takes a strategic view across the business, offering consistent support and guidance to staff and advisers to help them identify customers in vulnerable situations, tailor services appropriately, and record and monitor any additional support needs.

Hannah is Head of Vulnerability and Client Assistance for St. James’s Place. She also sits on our Consumer Duty Committee and was part of our Vulnerable Customer working groups prior to this. Hannah is extremely passionate about the outcomes and wellbeing of financial service clients across the industry. She is committed to providing education in order to increase awareness of the vulnerabilities clients may be facing. And is dedicated to providing tailored support to those giving financial advice in these unique situations.

Mike is a social entrepreneur. Following a military career, an MBA and brief stints in banking and maths education, he launched National Numeracy in 2012, building the organisation into a well-respected national charity. Having handed over as Chief Executive there in 2020, Mike launched Plain Numbers in early 2021 and is now utilising his unparalleled knowledge of this largely hidden consumer vulnerability to work with firms to improve comprehension and thereby enable good outcomes for customers

Michael is a Director at Three Hands and has played a key part in the development of the social insight work since he joined the business in 2018. He loves hosting discussions amongst people who wouldn’t normally be in a room together and seeing the different energy, ideas and connections that emerge. Alongside his personable facilitation style he has a knack for honing in on the most important themes and designing fast-paced, enriching programmes. Before Three Hands, Michael studied History at Cambridge University and worked in the UK Government, including roles in innovation and climate policy. He then spent a year with A Blueprint For Better Business, learning about how having a purpose to serve society can transform a company.

Stephanie has 16 years’ experience at HSBC UK and is passionate about customer inclusion. As the leader of HSBC UK's financial inclusion and vulnerability strategy, Stephanie establishes and upholds the standards necessary to fulfil HSBCs aspirations and objectives. Through this strategy, she is dedicated to ensuring that customers receive fair treatment with bespoke and practical support that is tailored to their needs so that no one is left behind during times of need. Through collaborative and meaningful charity partnerships, her team have delivered several initiatives to include, the provision of bank accounts for those without a fixed address and those who have survived Human Trafficking/Modern Slavery, the delivery of HSBC UKs first accessible banking card, the Independence Service to help those with reduced mental capacity to remain financial independent for longer, and the introduction of Safe Spaces into the HSBC UK entire branch network.

Andew is an entrepreneur and founder and managing director of MorganAsh. MorganAsh have been assessing and helping vulnerable consumers within financial services for over 20 years. MorganAsh provide MARS, a digital vulnerability management system to identify, classify, monitor, support and report on vulnerable customers, used across multiple sectors of financial services.  

Andy Langford is the Clinical Director for Cruse Bereavement Support – the UK’s largest and leading bereavement support charity. Andy has been working in bereavement for over 20 years, and in other voluntary sector direct support, team management and senior positions for longer. Andy is a qualified and British Association for Counselling and Psychotherapy accredited Counsellor/Psychotherapist, with additional qualifications in cognitive behavioural therapy, clinical supervision, and life coaching, as well as an MSc in voluntary sector management from Bayes Business School. Alongside his work at Cruse, Andy has a private therapy practice and consultancy, focusing on fostering staff resilience, dealing with high impact and potentially traumatising events, and working with suicidal ideation. Finally, Andy is a post-graduate researcher with the Open University, focusing on vulnerability and resilience in the grief experience.

Helen Lord is the CEO of the Vulnerability Registration Service (VRS) which is a data sharing platform for vulnerable individuals to alert service providers to the challenges they fact in order to get the appropriate support and customer journeys. VRS’s aim is to ensure a central and streamlined route to allow vulnerable individuals to communicate regardless of sector. Helen also campaigns for additional support for Unpaid Carers. Helen has a compliance background, particularly in data protection and worked for a credit reference agency for 20 years in consumer, compliance and fraud related roles.

Morven leads our Mental Health Accessible programme, providing expert consultancy to help essential services better support customers facing mental health challenges. She specialises in making services truly inclusive, ensuring that businesses are easy to navigate for everyone, including people with mental health problems or those in vulnerable circumstances. With over a decade of experience, Morven has a proven track record of developing accessibility tools and delivering support programmes across diverse sectors. She has previously partnered with businesses such as Santander, Cadent, Tesco, and British Airways to improve the customer experience for people with neurological and life-limiting conditions. Outside of work, Morven is a competitive long-distance runner who has recently transitioned into the world of ultramarathons. (she/her)

Sophie leads TISA’s work on the Advice/Guidance Boundary Review, Disclosures, Financial Education, Financial Crime and TISA’s Inclusive Investing initiative. Before joining us, Sophie worked in Wholesale Markets Policy at the FCA, gaining experience in Primary and Secondary legislation, as well as FCA consultations. She has worked on Brexit and the LIBOR transition and was seconded to the Federal Reserve Bank of New York. Prior to that, she worked in M&A for a FTSE 100.