TISA Vulnerability Conference

Wednesday 13th March, 2024

Quilter, Senator House, 85 Queen Victoria Street, London, EC4V 4AB

Attendee Fees: Non-members: £480 (VAT Exempt), Members: £330 (VAT Exempt)

Time: 09:00 - 15:00

Duration: 6 hours

This event has passed.

ABOUT THIS CONFERENCE

47% of UK adults show 1 or more characteristics of vulnerability according to the FCA’s Financial Lives 2022 survey and with the ongoing cost of living crisis and high interest rates, people are at increased risk of developing characteristics of vulnerability. Recognising customers in these circumstances is vital for firms in order to be able to provide the effective support and protection that they need.

At our conference, industry leaders and specialists from the third sector will debate best practice and measures that enable firms to effectively help their customers in vulnerable circumstances and deliver good outcomes. We will further explore how financial education, data and AI can help firms to overcome some of the challenges.

Principal Partner

Kindly hosted by

💻 VIRTUAL ACCESS IS AVAILABLE

Can’t join us in-person? We are delighted to announce that we will be delivering our Vulnerability Conference as a hybrid event. The virtual aspect will be delivered via Microsoft Teams. Register here for virtual access >

Speakers

Jo Legg

Head of Department for Cross Cutting Response, Partnerships and Research, FCA

Jo leads the Department responsible for coordinating the FCA’s work on vulnerability and financial inclusion, its response to the rising cost of living, and the Financial Lives Survey. She has worked at the FCA for nine years, and led on the development of a new streamlined financial advice framework as well as the introduction of a new policy framework for the statutory regulation of pre-paid funeral plan providers. She played a key role in the FCA’s policy and operational preparations for Brexit. Before joining the FCA Jo worked at the Foreign and Commonwealth Office. She holds a PhD in European Politics.

Helen Bellamy

Vulnerable Customer Specialist – Customer Experience Team, Quilter

I have worked in Financial Services for 25 years, building my career within Quilter. For the past 7 years I have had the role of Vulnerable Customer Specialist, helping our teams to understand the broad nature of vulnerability and how we can best support our customers

Jayne Brown

Lead Consultant, Simplify Consulting

Jayne Brown Lead Consultant at Simplify Consulting. Jayne has over 20 years’ experience in the Financial Services Industry and specialises in Business Analysis. Jayne joined Simplify 4 years ago and as a Lead Consultant leads the Business Analysis team.

Hannah Coffey

Head of Vulnerability and Client Assistance, St. James's Place Wealth Management

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.

Dom House

Lead Consultant, Simplify Consulting

Dom House Lead Consultant at Simplify Consulting. Dom started his career in back-office operations in pensions and retail investments before becoming a Business Analysis for several wealth companies and as an independent contractor. Dom joined the Simplify leadership team in 2020 following several stints working as a Simplify Associate.

Andy Langford

Clinical Director, Cruse

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.

Derek McWhinnie

Head of Customer Care, Zurich UK

Derek has worked at Zurich for over 17 years and is currently Head of Customer Care in the UK. His remit spans across several areas, covering customer feedback, communications, complaints handling, and their approach to customer wellbeing. In 2023 he led the roll out of the consumer duty and prior to his current role worked in transformational change. Derek started his career as a contact centre agent and prides himself on still being able to connect with customers on a meaningful level and drive a focus on the experiences they have with Zurich.

Dimpel Patel

Head of Client Services, RBC Brewin Dolphin

Dimpel is Head of Client Services at RBC Brewin Dolphin, joining the firm in February 2015, with responsibility for the group complaints handling function. Dimpel has over 20 years’ experience in the Financial Services sector and today is a member of RBC Brewin Dolphin Vulnerable Client Committee, Chair of the RBC Brewin Dolphin Vulnerable Client Forum and Co-Chair of the TISA Vulnerable Customers working group. She has extensive knowledge of complaints management and being an advocate for the customer voice having previously worked at Barclays Wealth and the Financial Ombudsman Service. Since joining RBC Brewin Dolphin, she has taken on further responsibilities to develop the firm’s approach to Consumer Support and Understanding outcomes under Consumer Duty.

Madeline Rose

Policy Specialist (Cost of Living), Mencap

Since graduating with a Masters in Disability Studies, Maddy has been a Carer, Support Worker and Caseworker to young adults with a learning disability. She now works as a Policy Specialist at Mencap, a charity that supports the 1.5 million people with a learning disability in the UK. In this role, Maddy leads Mencap’s influencing and engagement on the many cost of living and financial exclusion issues of people with a learning disability, with a particular focus on accessibility barriers within financial services.

Anthony Scammell

Adviser & Client Services Director, Quilter

Anthony Scammell is the Adviser & Client Services Director at Quilter. Prior to his current role, Anthony was the Strategic Service Development Director responsible for developing Quilter’s customer metrics, developing customer policies and standards for use across Quilter’s business units, including those relating to vulnerable customers. Anthony has been involved in a number of customer focussed industry working groups, including Chairing TISA’s Vulnerable Customer Group for several years.

Rebecca Sycamore

Chief Executive, Toynbee Hall

Rebecca has worked in the field of social justice for over twenty years. She was previously Executive Director of Strategy and Development at leading homelessness charity St. Mungo’s and has also held positions at Crisis and Homeless Link. Rebecca has broad expertise across a range of organisational areas including running services, fundraising and commissioning, policy development and research, communications and senior management and governance.

Lisa Laybourn

Director of Risk & Technical Policy, TISA

Lisa has over 25 years experience in financial services with a breadth of regulatory knowledge and particular expertise in CASS. She spent 5 years at Architas Multi Manager as CF10a, and deputised for the COO in leading a function which included Third Party Governance, Operations and IT, as well as CASS. Prior to this Lisa spent 10 years with IFDS in various senior roles including as a Lead Relationship Manager and Head of European Cash and Stock Reconciliations. Lisa also spent some time with a Big 4 firm as a CASS SME. Prior to this Lisa worked in various operational roles in the banking sector.