24-25 november 2020 | Digital Broadcast

Featuring the CDSP Conference and U&T Conference sponsored by
24-25 November 2020 | Digital Broadcast
Tue Nov 24, 2020 - Thu Nov 26, 2020
09:30 - 16:00
Digital Broadcast

Vulnerability is the new normal

The Covid-19 pandemic is exposing the industry’s capability to support a nation propelled into vulnerability. In these conditions, the ability of the credit and financial services profession to adapt at speed, while protecting customers and brand reputation, is critical.


A digital broadcast event

In a year in which the pandemic has become a catalyst for innovation, agility and transformation, the summit will reflect the times in 2020 by becoming a fully digital, broadcast event, taking place during Vulnerability Awareness Week and a part of the Credit Festival. Find out more here.


With a collective heritage of more than 30 years, the Collections & Vulnerability Summit, sponsored by Experian, will host the Collections, Debt Sale & Purchase Conference and Utilities & Telecoms Conference, sponsored by Just. This unique event unites collections and customer service professionals from the utilities, telecoms, financial services and public sectors. Together, they will disclose vital information on best practice, industry trends and shared challenges.


View full agenda by clicking the images below.


As vulnerability becomes the norm for millions of customers, the Summit will explore digital transformation, data and analytics, collaboration with the debt advice sector, regulators and government along with forbearance and the end of payment holidays. Collections professionals will also unravel how working practices may have changed forever.

Delegates will learn:

  • How collections teams are deploying data and analytics tools to assess fluctuating affordability
  • The volumes of customers, across multiple sectors, now identified as vulnerable
  • How collections professionals are assisting customers after payment holidays end
  • The growing role of automation and wider technology in collections and recoveries
  • The collaboration between industry, regulators, the advice sector and government, which is now necessary for customers’ financial recovery

The event brings together risk, credit, collections, customer services and recoveries functions within energy, water and telecoms, debt buyers, collection agencies and partners at debt recovery law firms.


View agenda

2020 Speakers View All

2020 Speakers

Chris Fitch

Vulnerability Lead
University of Bristol

Gareth McNab

Money Advice Liason Manager & Open Banking for Good Engagement Lead
Nationwide Building Society

Victoria Oliver

Director of Client Development

Michelle Atkinson

Head of Income
United Utilities

George Badejo-Adegbenga

Chief Legal Counsel & Chief Risk Officer
Loans 2 Go

Laura Tough

Head of Member Vulnerability Access & Inclusion
Nationwide Building Society

Nick Georgiades

Managing Director

Tim Hawley

Head of Customer Vulnerability
Capital One

Mark Porter

Head of Collections
Motonovo Finance

Sharon Collard

Professor of Personal Finance
University of Bristol

Natalie Ledward

Vulnerability Manager
Monzo Bank



Ruby Mitchell

Senior Operations Manager
Octopus Energy Group

Josh Yorke

Third Parties Performance and Strategy Manager - Customer Collections

Rob Mayer

Head of Credit Risk and Collections Strategy
OVO Energy

Tony Franklin

Expert by Experience Panel

Sandy Duckett


Paul Martin

Head of Customer Operations

Terry Franklin

Global Business Development Director

Marcel LeGouais

Managing Editor
Shard Financial Media

Frances Haque

Chief Economist
Santander UK

Gary McCready

Director - Multiplay & Broadband
Dixons Carphone



Share on LinkedInShare on TwittereCard

By sponsoring the Collections & Vulnerability Summit you can benefit from putting your company in front of leading decision-makers and industry peers.


With an intensive marketing campaign, the earlier you partner with us, the more you will benefit.


Become a sponsor



Get your brand noticed


Gain significant brand exposure through our extensive marketing coverage


Develop business relationships


Make direct contact with new prospects


Differentiate yourself from your competitors
Create competitor differentiation with your company name head and shoulders above your competition

Meet an engaged audience


The best opportunity to connect with a highly engaged audience of influential purchasing decision makers within a focussed one-day event

Give attendees a ’taste’ of your business
Demonstrate services and products to potential customers across the industry

Book with confidence


Sponsor with confidence, Credit Strategy has 20 years’ experience running events in the industry



Collections & Vulnerability Summit audience seniority levelCollections & Vulnerability Summit audience industry breakdown





Headline sponsor
U&T headline sponsor
Knowledge partners:
Share on LinkedInShare on TwittereCard

Full agendas


Click on the tabs below to see the full agendas for CDSP and U&T conferences.


Interested in speaking?


Please contact our Conference Producer, Kitty Wood:



Telephone: 020 7940 4818

Share on LinkedInShare on TwittereCard

View full CDSP Conference agenda

View full U&T Conference agenda



Welcome address

Welcome address

Economic update

Economic update

Vulnerability is the new normal

Vulnerability is the new normal

The operational revolution in collections The operational revolution in collections
Lunch and networking break

Collections, Debt Sale & Purchase

Utilities & Telecoms sponsored by:

Debt sale and DCA markets: Opportunities for 2021

The new customer journey: Changing nature of customer interaction

People-led collections: Revising strategies to support customers

What constitutes vulnerable in the new normal?

Afternoon break

Afternoon break

Debt advice, funding and breathing space

Modelling for a recession

Protecting vulnerable customers from gambling debt

Strategies for customer expectations, amid rapid changes in demand

Conference close at 16.30


Share on LinkedInShare on TwittereCard
Share on LinkedInShare on TwittereCard
VAD_website tower image.jpg

The annual Vulnerability Awareness Gala, which follows the Collections & Vulnerability Summit, brings together the widest possible group of credit and collections professionals, across multiple sectors, to showcase those independently judged as best-in-class.


The dinner unities both the Collections & Customer Service Awards and Utilities & Telecoms Awards, sponsored by Just - with a collective heritage of 25 years! This event recognises success and rewards professionals for their exceptional and critical work across credit and collections, working in financial services, energy, water, telecoms and public sectors.


New categories in both programmes include:

- The Company Award for Business Continuity

- The Company Award for Sustainability

- Best Technology Provider – Business Continuity

- Best Use of Technology - Business Continuity

- Best Vulnerable Customer Support Initiative - Covid-19



View categories

Share on LinkedInShare on TwittereCard


Share on LinkedInShare on TwittereCard

Don’t miss the leading edge insight, inspiration, celebrations and learnings available at the first Credit Festival. All content will be available live or on-demand through live digital broadcast, bringing you over 80hrs of content across November.

Discover what’s included in a Credit Festival pass

Credit Summit
Credit Awards
Women in Credit Awards
FSE Week
Lending Summit
Lending Awards
Car Finance Conference
Car Finance Awards
Collections & Vulnerability Summit – U&T
Collections & Vulnerability Summit – CDSP
U&T Awards
Collections & Customer Service Awards
Credit Festival Pass £800 + VAT*

*Tickets are only available to Creditors, Lenders and Charities. All other businesses can attend the event by taking one of our sponsorship packages. Sponsorship form here.

Book now

If you have any questions, please contact us by email directly by phone at 020 7940 4840.

Share on LinkedInShare on TwittereCard

Join the Collections & Vulnerability community

Receive the latest news, interviews, reports, event updates, exclusive offers and promotions direct to your inbox
Influential audience
Gain insight from industry leaders on the current and future state of the sector

Hear high profile panel discussions and rigorous on-stage interviews covering vital topics such as vulnerability, digital collections and open banking

Connect with c-suite and function heads from across the entire collections, debt sale and purchase profession

Gain knowledge from industry leaders on the current and future state of the sector amidst the pandemic
Hear high profile panel discussions and rigorous interviews covering the topics that are keeping the industry up at night
Connect with c-suite and function heads from across the entire collections and vulnerability profession

Audience feedback:


Establish your presence in the market, or consolidate your position as a leading provider in the industry

New business
Capture the attention of influential buyers and build new prospects

Gain high impact market exposure by being part of the extensive multi-platform marketing campaign


Establish your presence in the market, or consolidate your position as a leading provider in the industry
New business
Capture the attention of influential buyers and build new prospects
Gain high impact market exposure by being part of the extensive multi-platform marketing campaign


Credit Strategy homepage
LinkedIn page

Did you find our website useful?

Thank you for your input

Thank you for your feedback – an online news and information service for the UK’s commercial and consumer credit industry. is published by Shard Financial Media Limited, registered in England & Wales as 5481132, Axe & Bottle Court, 70 Newcomen St, London, SE1 1YT. All rights reserved. Credit Strategy is committed to diversity in the workplace.
@ Copyright Shard Media Group