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Nationwide, Capital One, MotoNovo and United Utilities to speak at Collections & Vulnerability Summit

Credit Strategy has launched the agenda for the Collections & Vulnerability Summit, sponsored by Experian, which will feature creditors from multiple sectors sharing best practice on support measures for vulnerable customers, in a year the issue has become paramount.

A fundamental part of the Credit Festival – our month-long series of digital broadcasts also sponsored by Experian – the Collections & Vulnerability Summit will once again feature the Collections, Debt Sale and Purchase (CDSP) conference, and the Utilities & Telecoms (U&T) Conference, sponsored by Just.


For the first time, these events will be held as digital broadcasts in our London TV studio, and forms one of the festival’s themed weeks – Vulnerability Awareness Week – where information and best practice in this area is shared as widely as possible.


The Collections & Vulnerability Summit will also be held over two consecutive days in November, with the U&T Conference on November 24 and the CDSP Conference on November 25.


Both conferences start with an economic update, provided by Santander’s chief economist Frances Haque, followed by a ‘vulnerability is the new normal’ panel. Chaired by Chris Fitch, vulnerability lead at the Money Advice Trust, the panel includes Laura Tough, head of member vulnerability, access and inclusion at Nationwide; Tim Hawley, head of customer vulnerability at Capital One, and George Badejo-Adegbenga, chief risk officer and legal counsel at alternative lender Loans 2 Go.


On November 24, Michelle Atkinson, head of income at United Utilities, will lead a session on the operational revolution in collections at the U&T Conference. After lunch and networking, Ruby Mitchel, senior operations manager at Octopus Energy, will give a talk on the new customer journey and the changing nature of customer interaction.


On November 25, following the morning vulnerability panel, the CDSP Conference will feature a similar session on the transformation seen across collections. It will be led by Mark Porter, head of collections at Motonovo.


After the lunch break and opportunity for digital networking, Gareth McNab, money advice liaison manager at Nationwide, will discuss debt advice, funding and breathing space, which will include a live Q&A.


Kitty Wood, Credit Strategy’s conference producer and one of the key architects of the Collections & Vulnerability Summit, and the wider Credit Festival, said: “We’re looking to bring together experts from various sectors for this event, and enable audiences to share and cross-pollinate ideas and solutions to help vulnerable customers. If any creditor would like to speak, contact me on


To view the agendas, visit the event page.

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