Vulnerability Outcomes Conference 2025

On 5th November 2025, the Money Advice Trust will be hosting the Vulnerability Outcomes Conference. Hosted by Shoosmiths in Birmingham, the event will bring together colleagues across different sectors to discuss good outcomes.

Vulnerability Outcomes Conference: define, evidence, improve

Every regulator wants firms to achieve outcomes that are as good for customers in vulnerable circumstances as they are for customers who are not.

This conference will help you achieve this.

In a unique format, participants will walk through a series of facilitated sessions, case studies, and interactive debates with colleagues and lived experience specialists.  Each of these will take participants through a clear step in the outcome process from definition and measurement to analysis and impact.

Critically, the conference recognises that work on outcomes is usually simpler to describe on paper than deliver in practice.  

Consequently, we will focus in detail on both the practical blockers and common barriers to progress (ranging from insufficient data to ineffective remedies and responses), and the solutions to overcome these.

And with every session, every speaker, and every interactive element designed to build knowledge and skills on outcomes across the day (as well as allow for new connections and relationships), every participant will leave with a clear framework and new insights to improve their firm’s vulnerability outcomes.

Chaired and developed by Dr Chris Fitch (Money Advice Trust), and drawing throughout on expertise from key UK practitioners actively working on vulnerability and outcomes, this will be a day on outcomes that will be short on the obvious, and long on the practical for firms and customers alike.

09:30    Registration |Coffee

10:00    Welcome

• Welcome from facilitators: Chris Fitch and David Atkins (Money Advice Trust) and Dan Holloway (University of Oxford)

10:05    What is an outcome?  How do we measure them?         

• Lightning talks from University of Oxford, Nationwide, and Money Advice Trust
• Panel discussion
• Participant interaction

10:35 What do we want to do better?

• Introducing new tools for outcome development
• Participant interaction, table discussion, and specialist commentary.

11:15 Break

11:30 How will we achieve our desired outcomes?

• Nationwide case-study: our approach to outcomes (what worked/what didn’t)
• Participant interaction: building a taxonomy of objectives/harms

12:30 Lunch

13:00 Lived Experience Panel: what makes an outcome successful for customers?

• Details to be confirmed.
• Facilitated session with participant interactions/questions for the panel.

13:45 How do we know if we’ve achieved our outcome?

• David Atkins (formerly Head of Group Inclusion and Customer Vulnerability at Lloyds Banking Group)
• Making sense of the information we have (and don’t have), including vulnerability segmentation.

14:30 Break

14:45 What do we do now? 

• Case-study speaker to be announced shortly.
• Reacting to our outcomes (whether fully, partially, or not at all achieved.

15:30 Closing keynote: the regulatory future of outcomes.

• Chris Fitch and special guest speaker.

15:45 Finish | thank-you | reception drinks

Interested in our courses and training? Call or email for more information.

Training team

02076539734

training@moneyadvicetrust.org