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How can banks use data to support customers in vulnerable situations?

October 18, 2023 @ 2:00 pm - 3:30 pm

A person using an ATM with another person waiting behind them.

How can banks use data to support customers in vulnerable situations?


The Consumer Duty requires banks to establish the nature and scale of vulnerability among their customer base and target market, and the potential foreseeable harms that need to be prevented. This online panel discussion  delves into the transformative potential data has to increase understanding of harms, and improve outcomes for customers facing challenging circumstances.

We were joined by experts in customer vulnerability and regulation, and an expert-by-experience from Money and Mental Health’s Research Community.

Watch the event back below.


Our speakers:

  • Malintha Fernando MBE, Group Head of Digital Experience and Accessibility at HSBC
  • Conor D’Arcy, Interim Chief Executive of Money and Mental Health
  • Jo, an expert by experience from our Research Community
  • Kathryn Townsend, Head of Customer Vulnerability, Access and Inclusion at Nationwide Building Society and Disability and Access Ambassador for the banking sector
  • Chris Fitch, Vulnerability Lead at the Money Advice Trust and a Research Fellow at the Personal Finance Research Centre
  • Tom Doidge, Head of Vulnerable Customer Strategy and Complaints Insight at Capital One
  • Jo Legg, Head of Department in the Cross-Cutting Policy and Strategy Directorate at the Financial Conduct Authority
  • Rosie Normanton, Head of Strategic Partnerships at Money and Mental Health

This event is sponsored by HSBC UK.

HSBC UK logo.


October 18, 2023
2:00 pm - 3:30 pm
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