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Vulnerable customers: challenges and solutions for a changing environment


Where: Association of British Insurers - UK Head Office - London, One America Square, 17 Crosswall, London, EC3N 2LB

Registration: 10:15. This event includes a networking lunch.

Please note: This event has now sold out, please follow the 'register for this event' button at the bottom of this page to add your details to the waiting list.

Event registration closed

With the forthcoming FCA consultation on vulnerable customers, expected in H1 this year, and four years since the FCA published its Occasional Paper No. 8: Consumer Vulnerability, are firms sufficiently equipped to identify and interact with vulnerable customers?

The nature of the insurance and long-term savings industry means that firms often engage with customers at some of the most vulnerable points in their lives. This event will explore how we, as an industry, can effectively ensure that firms interact with these customers in the most effective way possible to achieve fair and consistent outcomes – whether that is through innovation or instilling the right company policies and culture in a firm. This event will bring together experts in the field to showcase tested methods of good practice, while also discussing the common challenges that arise.

Keynote Speaker:

Confirmed speakers:

  • Chris Quince, Head of Consumer Affairs, Barclays
  • Jane Rodrick, Customer Vulnerability, Lloyds Banking Group 
  • Stephen Lowe, Group Communications Director, Just Group
  • Marianne Waite, Founder, Think Designable and Director of Campaign, The Valuable 500
  • Tony Boorman, Managing Director, Promontory
  • Henry Raine, Managing Director and Head of London Office, Promontory
  • Morven Lean, Programmes Partnerships Officer, Alzheimer’s Society
  • Katie Evans, Head of Research and Policy, Money and Mental Health
  • Paul Whiteing, Lead Ombudsman and Director of Investigations Casework, Financial Ombudsman Service
  • Hugh Savill, Director of Regulation, ABI


  • Members - £149.00
  • Associate members - £149.00
  • Platform members - £149.00
  • Workplace platform members - £149.00
  • Partners - £149.00
  • Non-members - £199.00

Event registration closed