Vulnerable Customers Half Day Workshop

Horizon Leeds
Wednesday, 17 July 2019
9:30 am – 1:30 pm
    • Philipa Bragman , CEO, CHANGE
    • Fiona Jones , Senior Manager: Risk and Regulation, Deloitte

Registration from 9.30am, starting at 10am.
Finish at 1pm followed by Buffet Lunch
Venue: Create1 Room, Horizon, Leeds

Have you ever had your car insurance renewal through by post or email and been phased at the thought of looking at alternative options online, or worried about whether an older relative will be able to get the travel insurance they need as they’ve got past medical issues to declare. When you do searches for information online do you feel as if products are only designed to fit a particular person and if there is anything different about you then you’ll struggle. Now try to imagine how it must feel to deal with these problems if you are outside of the norm for some reason. What if you are living with Alzheimer’s and find it hard to understand the options available? What if you have poor eyesight and can’t read the small print? What if you have a learning disability and the papers use jargon that mean nothing to you?

The FCA who govern the Service industry for Financial companies such as Banks and Insurance Companies have highlighted that progress needs to be made in making this industry more open to everyone. Companies need to think about the ways in which different people can access their products and help. If you look at the magazines and internet more and more people are talking about this and offering pledges to help but are they doing enough?

The workshop will start with an introduction into the topic by looking at:

  • What customers may need more support.
  • What the law says companies should be doing.
  • The sort of difficulties that different groups may face.
  • What is likely to change in this area in the future.

After these introductions the workshop will be led by Change (the Learning Disability Charity), splitting everyone into groups to try and experience and understand by talking to individuals the difficulties that some people face day to day.

This workshop is a must for anyone who wants to understand the challenges in this area and help start the process of change in our industry.

Speaker Biography
Philipa Bragman is the CEO of the charity CHANGE a Leeds based market-leading charity and an expert in human rights. Philipa has worked as the CEO of CHANGE for over 22 years and during that time has become a highly respected figure in her field both nationally and internationally. She has worked with many types of professionals and organisations worldwide, such as government departments, third sector organisations, and health and social care professionals.

Fiona Jones is a Senior Manager in the Deloitte Risk and Regulation practice based in Newcastle. She has recently joined professional services following 15 years as a senior manager within the financial services industry experience across both retail banking and general insurance.
Fiona’s specialisms include expertise in 2LOD Compliance and Assurance Frameworks, Corporate Governance, Conduct Risk, Vulnerable Customers, Insurance Distribution Directive, Operational Risk, Data Protection and Privacy controls, Training & Competence, SM&CR, Remuneration & Incentives, Risk Appetite development, ERMF Frameworks and regulatory reporting.

  • Create@1 Room, Horizon Leeds, Third Floor
  • 2 Brewery Wharf, Kendall St,
  • Leeds
  • LS10 1JR
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CII Accredited

This demonstrates the quality of an event and that it meets CII member CPD scheme requirements.

3 hours' CPD can be claimed for this event if relevant to your learning and development needs.

It is recommended that you keep any evidence of the CPD activity you have completed and upload copies to the recording tool as the CII may ask to see this if your record is selected for review. Details of the scheme can be viewed online at