Vulnerability Matters
Business & Finance
About
Welcome to the Vulnerability Matters podcast from the Money Advice Trust. A series that examines from a range of perspectives how firms are supporting consumers in vulnerable situations.
Episodes
- Episode 65 - 'Fun with Flags' with Sarah Liddon, Nationwide.
In this episode, Sarah Liddon from Nationwide discusses vulnerability flags. She explains Nationwide's approach to precision and compassion, ensuring every digital marker leads to an effective and empathetic response.
- Episode 64- Vulnerability Voices: I completely under-estimated it with Owen and Three Hands Insight
In this episode of Vulnerability Voices, Owen discusses his unexpected journey into becoming an unpaid carer. He shares insights into the challenges and underestimation of the role, as well as his experiences with essential services.
- Episode 63 - Income Shock with Tom, Gordon and Three Hands Insight
Tom and Gordon share their experiences with unexpected and devastating drops in income. They discuss the impact on their personal and family lives, and their experiences with organizations that were unable to provide effective assistance.
- Episode 62: Do it myself: Is learning disability about to spark a banking revolution with Lucy and Matt Robinson
This episode of Vulnerability Matters features Lucy and Matt Robinson, who discuss their experiences with learning disability and banking. They explore how a new approach could allow individuals to make their own financial decisions instea…
- Ep. 61 - 100 Keanu Reeves with Becky Holmes
Becky Holmes, author of ‘Keanu Reeves Is Not In Love With You’, discusses the multi-million pound romance fraud industry. She shares insights into topics such as fake oil rig workers and scammer compounds.
- Episode 60 - The Stratford Lotus (and other Financial Lives Survey gems) with Sarah Montgomery, FCA
Sarah Montgomery from the FCA joins Chris Fitch to discuss findings from the Financial Lives Survey. They cover the statistic regarding vulnerable UK adults and other insights from the survey.
- Episode 59 - Vulnerability Voices: Convicted Customers with Lindsay, Sage and Three Hands Insight
In this episode of Vulnerability Voices, Lindsay and Sage share their experiences as customers with convictions. They discuss the barriers encountered when using essential services and the stigma they face.
- Episode 58 - Abhorred but ignored? Economic abuse and older customer with Richard Robinson
Richard Robinson from the Hourglass charity discusses the prevention of economic abuse and exploitation of older adults. He talks about how charities and essential service firms can help, and the potential impact of such abuse.
- Episode 57 - How I lost more than my money: Scamming Secrets with Lin and Lou Baxter
Lin and Lou Baxter share their experience with a phone scam that cost them thousands of pounds. They discuss the impact of the scam and the challenges faced with their bank afterwards. Lou Baxter, who leads the National Trading Standards S…
- Episode 56 - How I stole millions: Scamming secrets with Alex Wood
In this episode, former scammer Alex Wood shares insights into the psychology of scammers, including their methods for building trust and creating emotional distance from victims. Chris Fitch interviews Alex Wood about his past experiences…
- Episode 55 - Vulnerability Voices: How serious illness impacted Anne and Robert. With Michael Hilton from Three Hands
Anne and Robert share their experiences with Michael Hilton from Three Hands Insight, detailing how serious illness has affected their personal and financial circumstances. This episode is part of the new "Vulnerability Voices" feature on…
- Episode 54 - Outcomes: A New Hope. With David Atkins from the Money Advice Trust.
David Atkins of the Money Advice Trust joins Chris Fitch to discuss the complexities of defining and measuring outcomes. They explore a new approach to simplify the process. David Atkins discusses why outcomes are challenging to implement…
- Episode 53 - Is the Purple Pound really worth £446bn? With Mike Adams and Jamie Evans.
This episode explores the concept of the 'Purple Pound,' a measure of the spending power of households with at least one disabled person. Mike Adams and Jamie Evans join the discussion to examine its reported value to the UK economy and it…
- Episode 52 - I dare you to define it: ‘Financial Wellbeing’ with Professor Adele Atkinson.
In this episode, Professor Adele Atkinson defines 'financial wellbeing' and explains how its key elements influence everyday thinking and behavior. She is from the Centre on Household Assets and Savings Management at Birmingham University.
- Episode 51 - Avengers Assemble! Build your own Champions Network with Charlie Turrell
In this episode of Vulnerability Matters, Charlie Turrell and Chris Fitch discuss how to build and sustain Champions Networks. They explore why some networks fail and highlight the importance of "fun" for success.
- Episode 50 - Vin-fluencers: who can we trust? With Matt Gupwell.
This episode features Matt Gupwell and Chris Fitch discussing vulnerability and neuro-influencers. They explore the importance of balancing lived experience with research to prevent harm from advice lacking evidence.
- Episode 49 - Is ‘trauma’ our responsibility too? With Rachel Edwards.
Rachel Edwards and Chris Fitch discuss trauma-informed design. Edwards explains the concept of trauma and its impact, along with six principles for creating trauma-informed designs for services, products, or communications.
- Episode 48 - Loopholes, crypto, and gambling. With Raminta Diliso (Gamcare) and Jason
This episode discusses cryptocurrency and its impact on gambling. Guests include Raminta Diliso from GamCare Financial Harm Project and an individual named Jason, who shares his personal experiences.
- The Art of Listening. Presented by Dr Elizabeth Blakelock.
In her final lecture, Dr. Elizabeth Blakelock explores the power of listening. She identifies listening as both an individual human skill and the core of an effective organizational strategy on vulnerability and inclusion, introducing diff…
- The Inclusion Outcomes. Presented by Dr Elizabeth Blakelock.
In this episode, Dr. Elizabeth Blakelock discusses how fairness, equity, diversity, and inclusion can be used to improve customer outcomes. She also covers identifying hidden harms and the role of disaggregated data in understanding benefi…
- The Inclusion Allies. Presented by Dr Elizabeth Blakelock.
In this episode, Dr. Elizabeth Blakelock presents the first of three lectures on "The Inclusion Allies." She discusses how people, networks, and groups can help build inclusion from within by utilizing lived experiences to create change an…
- More light, more heat? Ofgem’s new vulnerability strategy with Beth Martin (Director, Consumer Protection and Competition)
Beth Martin, Director of Consumer Protection and Competition at Ofgem, explains the 2025 Consumer Vulnerability Strategy. She discusses how the strategy aims to improve services and address challenges such as net-zero, the cost of living,…
- Economic abuse – will UK Finance’s 2025 Code help With Dr Nicola Sharp-Jeffs and Chris Fitch.
Dr. Nicola Sharp-Jeffs returns with Chris Fitch to discuss the recently released 2025 Financial Abuse Code from UK Finance. The conversation explores how well the Code, which outlines seven pillars for firms to identify and support custome…
- Episode 46 - Economic abuse: the woman who changed everything, with Dr Nicola Sharp-Jeffs.
In this episode of Vulnerability Matters, Dr. Nicola Sharp-Jeffs discusses economic abuse, including policy milestones and how essential services can support victim-survivors. This is her first public conversation since stepping down as CE…
- Episode 45 - Inclusive design stop talking, start doing. With Jo Ellis (Tesco Bank) and Katherine Snow (Nile)
Jo Ellis and Katherine Snow describe how Tesco Bank implemented inclusive design. They share the process, challenges, and a case study of their approach.
- Episode 44 - COGA – design’s best kept secret?
This episode of Vulnerability Matters, titled "COGA – design’s best kept secret?", explores COGA in relation to design.
- Ep 43 - Does anyone know what ‘financial inclusion’ actually means
In this episode, Howard Taylor, Financial Inclusion Commissioner and PwC Director, defines financial inclusion, explains its relationship with vulnerability and accessibility, and outlines key pillars and pathways. He also discusses the ne…
- Episode 42 - What makes an adjustment reasonable?
This episode explores what constitutes a reasonable adjustment for disabled customers. Dr. Maria Orchard and Naomi Aziz examine the Equality Act 2010 and the Equality and Human Rights Commission’s Code of Practice, outlining considerations…
- Episode 41 - Vulnerability isn’t just a duty - it’s a movement
In this episode, Lee Healey talks about reframing vulnerability as a human movement for change rather than solely a technical or regulatory duty. He discusses embedding empathy, kindness, and action across society.
- Episode 40 - Does AI ‘get’ vulnerability?
This episode of Vulnerability Matters discusses AI's role in identifying and supporting vulnerable consumers. It features Savannah Price and Dan Holloway, who examine the current capabilities and potential future applications of AI in vuln…
- Episode 39 - When innovation excludes? Touchscreen payment devices and disabled consumers
This episode of Vulnerability Matters explores whether the increase in touchscreen payment devices has excluded disabled consumers. Dr. Amy Kavanagh and Adam Scarrott discuss the challenges, oversights, and design solutions related to acce…
- Episode 38 - How to get into prison
Matt Dronfield discusses implementing video debt advice kiosks in various UK communities, including Brixton Prison. He details the impact of these kiosks and how he obtained permission for their installation across the UK's prison system.
- Exclusive FCA interview: Vulnerability Review findings.
This episode features an interview with Charlotte Clark, discussing the FCA’s review of how financial service firms treat vulnerable customers. The conversation covers the implications of the review for firms, consumers, and the regulator,…
- Episode 37 - Not my problem? Why signposting has to change.
This episode discusses the practice of signposting in customer service. It examines whether current methods are effective and what changes are needed to better assist customers without overwhelming charitable organizations.
- Episode 36 - Help! A new approach to support with Christine Tate and Dan Holloway
Christine Tate and Dan Holloway introduce a new guide titled "Help! What support can firms give disabled consumers and people in vulnerable situations?". This resource gathers over 100 common support needs from various sectors and individu…
- Episode 35 - Do you want to build an Empth Lab? With Shaun Conner, Government Digital Service
Shaun Conner joins Chris Fitch to discuss establishing an Empathy or Accessibility Lab. This lab aims to help staff comprehend the challenges disabled individuals encounter when using essential services.
- Episode 34 - High-impact interactions: how do we recover? With Andy Langford and Chris Fitch
Andy Langford and Chris Fitch discuss how to recover from high-impact events. They cover steps to restore safety and diminish distress, drawing on experiences from national emergencies such as the Grenfell Tower fire and Manchester Arena b…
- Episode 33 - So…what does 2025 hold for consumer vulnerability? With Grace Brownfield and Phil King
Grace Brownfield and Phil King discuss upcoming consumer vulnerability trends and policy changes for 2025. They also review the key events of 2024 that led to these predictions.
- Episode 32 -“The Experiment We Never Knew We Needed” with Katie Orme, Octopus Energy
Katie Orme, Head of Service for Social Work at Octopus Energy, describes the company's decision to employ in-house social workers. She discusses her daily role and the impact her team has on customers.
- Episode 31 - ‘ Digital poverty’ doesn’t mean what you think with Elizabeth Anderson
Elizabeth Anderson and Chris Fitch discuss the reality of digital poverty, its impact on UK adults without digital skills or access, and how essential services can support digitally vulnerable consumers. They clarify common misconceptions…
- Episode 30 - There’s more to blind customers than Braille with Holly Tuke
In this episode of Vulnerability Matters, Holly Tuke explains the experiences of blind customers and colleagues to Chris Fitch. She discusses how understanding daily life can help essential services, as well as visual language, self-descri…
- Episode 29 - How do I get a customer to disclose? With Alexis Stevens from Money and Mental Health.
This episode of Vulnerability Matters features Alexis Stevens from Money and Mental Health. She discusses the challenges of getting customers in vulnerable situations to disclose their needs and how firms can encourage them to do so.
- Episode 28 - How do 999 staff talk to vulnerable callers?
This episode explores how 999 staff are trained to interact with vulnerable callers. Mike Modder-Fitch discusses his experience in emergency service control rooms and what essential service staff can learn from 999 settings.
- Episode 27 -How we make “Easy Read” documents in seconds with Annie Baker, Tom, and Lilly
This episode of Vulnerability Matters discusses Simply Readable, an AI tool developed by Swindon Borough Council. The tool translates documents into an Easy Read format, benefiting people with learning disabilities or literacy difficulties…
- Episode 26 -Just what do I say to a terminally ill customer? With David Williams from Marie Curie
David Williams from Marie Curie shares practical strategies for conversations with terminally ill individuals. He discusses approaches used on the Marie Curie Information Support Line to have more helpful and useful discussions with termin…
- Episode 25 - Is ‘ableism’ more than another buzzword? With Celia Chartres-Aris and Chris Fitch
Celia Chartres-Aris and Chris Fitch discuss ableism in this episode, exploring its definition and whether it is a relevant term for describing the discrimination experienced by disabled people. This episode kicks off a new season of Vulner…
- Episode 24 - Hidden disability, looking behind the Sunflower Lanyard scheme with Paul White
This episode discusses the Sunflower Lanyard scheme, a global initiative supporting individuals with hidden disabilities. It covers the scheme's origin, support services, and future digital advancements with Paul White, Chief Executive.
- Episode 23 - The secret life of accessible numbers with Laura Parker and Chris Fitch
Laura Parker and Chris Fitch discuss accessible numbers. Laura shares her experiences with dyscalculia and provides five tips for making numbers more accessible.
- Episode 22 – Am I making things better for disabled customers with Kathryn Townsend and Chris Fitch
Kathryn Townsend, former Government Disability and Access Ambassador for Banking, reflects on her role and efforts to reform the banking sector for disabled customers, discussing both the challenges and achievements encountered progress ma…
- Episode 21 - Good’ and ‘bad’ disability design – Liz Jackson’s 5 point check-list
In this episode, writer Liz Jackson discusses how good intentions can lead to bad design in products and services for disabled people. She also outlines 5 ways to distinguish good from bad disability designs.