“Everyone has the right to understand and be understood.”

But are we truly living up to that in our services, systems, and decisions?

In this powerful session, Louise Baxter MBE challenges us to dig deeper into what consumer vulnerability really means – not as a label, but as a dynamic, everyday experience.

Key themes:

• What is Consumer Vulnerability?
• How can we identify, talk and support it? (be prepared to share your own experiences)
• How inclusive are complaints and support processes?
• Are organisation communications clear enough to prevent confusion and scams?
• Could systems be unintentionally increasing consumer risk?

This session will explore how vulnerability and scams intersect in today’s financial marketplace—and what it takes to genuinely protect and support all consumers.

Why It Matters:

• Consumer Duty compliance: The FCA expects firms to identify and support vulnerable customers.
• Fraud prevention: Clear, accessible services reduce the risk of scams.
• Stronger relationships: Empathy builds loyalty and trust.

Leave inspired. Leave equipped.

This isn’t about ticking boxes. It’s about consumers and doing the right thing, every time.