PIMFA
It’s here.
The FCA’s long-awaited published review of Customers in Vulnerable Circumstances (March 2025) leaves no room for doubt, requiring an immediate response from PIMFA wealth firms seeking to continually meet the regulator’s expectations.
And with the FCA not afraid to use the “pointy end of our toolkit” (Alison Walters, FCA’s Director of Consumer Finance, speech 11th March), band-aid or bolt-on solutions for identifying vulnerable customers, outcomes monitoring, data, staff training, and product and service design by firms won’t cut it; all must be improved to ensure that vulnerable customers of wealth managers receive the support they need.
A unique learning offering
PIMFA’s Vulnerability Learning Programme, led by the award-winning vulnerability training team at The Money Advice Trust, is the only Vulnerability training programme that integrates PIMFA’s own Understanding Customer Vulnerability guidance (Nov. 2024) with the FCA’s Good and Poor Practice (March 2025) to offer members our most robust and comprehensive vulnerability training ever offered to wealth managers.
A full-on, immersive, root-and-branch training experience, PIMFA’s Vulnerability Learning Programme provides firms with ‘know how’ needed to transform their processes, systems, and people to deliver better outcomes for vulnerable customers.
PIMFA’s Vulnerability Learning Programme will support your firm:
- Accelerate the adoption of new FCA expectations on vulnerability in your firm
- Design best-in-class experiences for Customers in vulnerable circumstances
- Build and lead a more effective strategy on vulnerability
- Develop a shared vision of success around your approach to vulnerability
- Anticipate, evaluate, and proactively respond to FCA expectations
- Build a customer centric culture into the fabric of your firm and foster a new sense of purpose
Early Bird discounted Tickets available below until 31st March 2025
If you are a PIMFA Member, please ensure you are logged in to see member tickets.
Sponsors
- Wednesday 7th of May
- Wednesday 4th of June
- Wednesday 11th of June
- Wednesday 2nd of July
- Wednesday 9th of July
- Wednesday 16th of July
Session 1: Strategy, culture, and understanding needs
9:30 - 12:30
Session 1: Strategy, culture, and understanding needs
9:30 - 12:30
Session 2: Monitoring, evaluation, and management information
9:30 - 12:30
Session 2: Monitoring, evaluation, and management information
9:30 - 12:30
Identifying and recording customer vulnerability
9:30 - 12:30
Identifying and recording customer vulnerability
9:30 - 12:30
Supporting customers in vulnerable situations
9:30 - 12:30
Supporting customers in vulnerable situations
9:30 - 12:30
Communications and understanding
9:30 - 12:30
Communications and understanding
9:30 - 12:30
Designing to meet need and prevent harm
9:30 - 12:30
Designing to meet need and prevent harm
9:30 - 12:30
More about Dr Chris Fitch
Dr Christopher Fitch is Vulnerability Lead at the Money Advice Trust and a Research Fellow at the Personal Finance Research Centre (University of Bristol). Chris is a Fellow of the Royal Society for Public Health and has a PhD from the Institute of Psychiatry, Psychology, and Neuroscience at King’s College London. Since 2007, Chris has led a programme of guidance, research, training, and intervention on vulnerability. This programme has involved improving practice in more than 500 firms, over 60,000 staff, and across the financial and essential service sectors.
Chris has also co-created industry-wide tools for working with vulnerable customers such as TEXAS, IDEA, and BRUCE (see: www.vulnerability.training for resources), has co-founded award-winning Vulnerability Academies with UK Finance (for firms) and the UK Regulators’ Network (for regulators), and is also host of the long-running Vulnerability Matters podcast series (see: https://soundcloud.com/vulnerability-matters). Chris also undertook the first systematic UK large-scale research studies on the response of staff in debt collection firms to vulnerable consumers, and on consumer credit staff interactions with vulnerable customers.
Previously Chris was a Research Fellow and Head of Policy at the Royal College of Psychiatrists where he led research programmes and national mental health policy development. And prior to this a Researcher at Imperial College Medical School, Chris worked on international WHO and United Nations research studies and public health projects in the areas of drug injecting, sex work, and HIV and STD prevention.
More about Zoe Medlock
Zoe Medlock
Zoe Medlock is an expert in consumer vulnerability strategy and implementation. With over ten years’ experience in the sector, Zoe now works with the Money Advice Trust team to help firms improve their approach to customer vulnerability.
This includes assessing firms against the FCA’s evolving expectations and developing and delivering colleague training. Prior to joining the Money Advice Trust Team Zoe was most recently responsible for implementing Barclays’ vulnerability strategy.
Zoe specialises in mental health and, as well as working with the Money Advice Trust, she also supports the Money and Mental Health Policy Institute to assess firms against their Mental Health Accessible Standard.
Booking and Registration Information
Related Events
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-
PIMFA Live Online Training: Getting Financial Promotions Right in a Post Consumer Duty ERA
29th May @ 09:30 - 11:30 -
PIMFA Learning: The SMF Regulatory Briefing Programme 2025 – All You Need to Know About Everything That Matters Most
28th January @ 10:00 - 11th December @ 11:00
Details
- Start:
- 7th May @ 09:30
- End:
- 16th July @ 12:30
- Cost:
- £1799 - £2500
- Event Categories:
- Learning, Learning Programme
Other
- CPD Hours
- 18
- Email Address:
- learning@pimfa.co.uk
