Virtual Access to TISA Vulnerability Conference

Jo leads the Department responsible for coordinating the FCA’s work on vulnerability and inclusion, its response to the rising cost of living, and the Financial Lives Survey. She has worked at the FCA for eight years, and led on the development of a new streamlined financial advice framework, 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.

With a career spanning over 30 years years at Lloyds Banking Group, David has held a variety of senior roles ranging from customer servicing, sales & marketing, compliance and operational risk management through to auditing the Group’s international businesses. In his current role, David is responsible for delivering the Groups strategy to improve experiences and fair outcomes for customers in vulnerable circumstances. Working with stakeholders from both inside and outside the Group, David drives change to improve the Groups vulnerability infrastructure and develops practical solutions that will mitigate or reduce the harm a vulnerable customer may face when dealing with the bank. David is also passionate about colleague inclusion more generally, which is reflected in his additional role as the Co-Chair of the Group’s LGBTQ+ colleague network, where he supports colleagues to be their authentic selves at work, advises the Group on inclusion issues and supports the wider UK community through the networks charity and volunteering work.

Jonathan has over 22 years experience in bringing new digital solutions to the financial services market and has worked at both large multinational corporates as well as small high growth fintech businesses. He has authored papers on the value of financial advice as well as a white paper on the use of technology and digital channels amongst the post retirement generation. He has also been a speaker and panel attendee at a number of conferences on the use of technology and Artificial Intelligence to help engage consumers in improving their financial wellbeing.

Peter has a background in Marketing, and has responsibility for Zurich’s engagement in Life industry issues. He is involved in consumer and regulatory developments in the protection and broader financial services market, and chairs the ABI's Retail Protection committee and the ABI’s Long Term Care Working party. He sits on BIBA’s Access to insurance committee, and in July 2021 was appointed Disability and Access Ambassador for the Insurance industry, a post that reports through to the Disability Unit in the Cabinet Office.

After 20 years in the insurance industry, I joined Fidelity in August 2020 to focus on our approach to supporting customers in vulnerable situations. I started my career in a call centre and progressed into management roles before pivoting to conduct regulation, where I became subject matter expert in significant regulatory changes in consumer protection like the Insurance Distribution Directive and the Fair Treatment of Vulnerable Customers. I have always worked to provide good outcomes for customers and so moving into this role was ideally suited to me. It’s a very rewarding and challenging role.

There is a special space somewhere between the corporate world and the charity world, and I’ve been lucky enough to work in that space for the last 17 or so years, stepping into both worlds, helping to bring the two together for mutual benefit. I started Three Hands Insight having seen the depth of knowledge and expertise in the non-profit sector on issues that affect customers. At the same time I realised that this expertise was not being tapped into by businesses, and not valued by the charities themselves, and with support from some fabulous friends and colleagues I set out to rectify that. It is the latest expression of my commitment to the principle of creating business value and social value hand in hand, to explore and help enhance the role of business in society, to help business be truly socially useful. I joined Three Hands in 2005 and have been at the helm for 10 years now, during which time I’ve worked closely with organisations including Royal London, Sky, Lloyds Banking Group, Centrica, Network Rail, M&G Prudential and Vodafone on experiential leadership development, high impact community investment, and now customer insight and innovation.

Rosie is Head of Strategic Partnerships at The Money and Mental Health Policy Institute. She leads the Mental Health Accessible programme, working directly with essential service companies like banks and energy providers to make their products easier for people with mental health problems to use.

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 Barclay 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.

Founder of a novel language, intelligibility & simplification technology. Working with regulators and cross sector organisations to ensure their customers better understand and act on the information they have read and are better off for having done so. Minesh has a number of hidden disabilities and is a multi -sector pioneer in digital solutions.

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.