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18-20 MAY 2021 | Digital Broadcast

18-20 May 2021 | Digital Broadcast
09:30 - 16:00
Digital Broadcast

About the Vulnerability Summit

At a time when vulnerability is at an all-time high and still rising, a stronger, multi-faceted understanding of the word is emerging.

Businesses are under increased pressure to incorporate vulnerability in their strategies to support their workforce, their supply chain and their customers. But what does it imply in practical terms?


This is precisely what the Vulnerability Summit, in association with Lantern, will cover from 18 to 20 May.



A unique platform for vulnerability experts and c-level decision makers from across the UK, the Vulnerability Summit will be broadcast live from a London TV Studio.


Across the three days, this exclusive broadcast will empower you with the knowledge, strategies and insight needed to address vulnerability across your entire business.



View full agenda

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2021 Speakers


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Discover our line-up of cross industry experts:

Denise Crossley


Sarah McKenzie
Head of department for the Consumer & Retail Policy

Mark Hayward

UK Head of Data Strategy

Lowell Group

Elizabeth Mandiville

Senior Statistical Analyst

Lowell Group

Colette Land

Senior Telcos and Utilities Consulting Partner


Chris Fitch
Vulnerability Lead
Money Trust Advice

Carl Packman
Head of Corporate Engagement
Fair By Design

Laura Tough

Head of Member Vulnerability, Access and Inclusion, Nationwide

Alex Bannister

Head of Innovation Nationwide

Natalie Ledward

Head of Vulnerable Customers


Rachel Ryan-Crisp, Affordability and Vulnerability Lead, Southern Water

Tim Hawley

Head of Customer Vulnerability

Capital One

Sarah Gardner

Deputy CEO

Gambling Commission

Gareth McNab

Head of External


Christian Against Poverty

Kathryn Hardy

Vulnerability Lead

UK Regulators Network

Dave Roberts

Head of Pensions, Benefits and Wellbeing

Virgin Media

Paul Maskall

Fraud and Cybercrime Prevention Manager

UK Finance

Louise Sivyer
Policy Principal
The Pensions Regulator

Martin King
GM Customer Vulnerability
Bank of New Zeland

David Benbow

Operations Manager

England Illegal Money Lending Team

Chrissy Da Silva
Senior Manager Customer Vulnerability
formerly ANZ

Martin Caraher
Food Policy and Health Emeritus Professor
Center for Food Policy University of London

Sonya Schofield
Vulnerability Consumer Lead
Gain Credit

Chris Leslie

Chief Executive


Sam Roberts
Strategy, Policy & Analysis – Policy Lead
Insolvency Service

Alison Curry
Insolvency Support Services Limited

Fiona Palmer

Anna Hemmings

Andrew Lincoln
Policy Lead for Vulnerability

Ama Ocansey
Head of Diversity & Inclusion
BNP Paribas

Vanessa Northam
Head of Strategic Relationships

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Speaker Interviews


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Credit Strategy’s Conference Producer, Okako Djamboleka, chats to some of our Vulnerability Summit speakers:

  • Carl Packman, Head of Corporate Engagement at Fair by Design
  • Alex Bannister, Head of Innovation at Nationwide
  • Sonya Schofield, Vulnerability Consumer Lead at Gain Credit
  • Tim Hawley, Head of Customer Vulnerability at Capital One

Ahead of the main event we’ve caught up with our speakers to discuss:

  • How the focus on vulnerable individuals has shifted since covid-19
  • Defining challenges for certain industries since series of lockdowns were imposed
  • How the support for vulnerable individuals will evolve in the months ahead
  • The significant breakthroughs made by certain sectors to better manage vulnerability

Watch the interviews below.



Interview with Carl Packman, Head of Corporate Engagement at Fair by Design

Carl Packman will co-host the Vulnerability Summit and be part of the discussion "Reducing the Poverty Premium".

Interview with Alex Bannister, Head of Innovation at Nationwide


Alex Bannister will be discussing "Reducing the Poverty Premium" at the Vulnerability Summit.

Interview with Sonya Schofield, Vulnerability Consumer Lead at Gain Credit

Sonya Schofield will be discussing communication tools for vulnerable customers at the Vulnerability Summit.

Interview with Tim Hawley, Head of Customer Vulnerability at Capital One

Tim Hawley is part of the panel discussing "Identifying vulnerability at source in 2021" at the Vulnerability Summit.
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The Full agenda of Vulnerability Summit is now available. Click on the link below to discover all the sessions and speakers.



Interested in speaking?


Please contact our Conference Producer, Okako Djamboleka by clicking here.


2021 Agenda at a glance

The Vulnerability Summit Team is building an agenda that will reflect the sets of challenges faced across multiple industries. Selecting speakers for their wealth of expertise, you and your teams will be empowered with practical takeaways, critical industry knowledge and real-life tools to be applied directly in your field of work.


The Vulnerability Summit will help you keeping abreast of challenges, identifying opportunities, and defining strategies and priorities for the months ahead. To make the most of this three-day industry gathering, we recommend participants to treat it like an in-person by:



The full programme and speaker line-up will be announced soon.


View the full agenda










Welcome address

Welcome address

Welcome address

Introducing the Financial Vulnerability Index

A portrait of illegal money lending in the UK

Financial resilience and mental wellbeing

FCA address: Fair and consistent treatment of vulnerable customers

Addressing employee vulnerability

Fireside chat: Vulnerable data

Communication tools for vulnerable customers

Identifying vulnerability at source in 2021

How does vulnerability compare globally?

Experian Insights - How the pandemic has impacted consumers credit and date driven innovation to help vulnerable customers

Personal insolvency: Impact of Covid-19

Gambling commission update

Food vulnerability during Covid-19

Responsible debt recovery strategies

Safer gambling: Protecting the vulnerable

Reducing the ‘poverty premium’

Pension planning: Protecting vulnerable customers

Fraud: The escalation of financial crime

Closing remarks

Closing remarks

Closing remarks

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Headline Partner


Knowledge Partners

Sustainability Partner




Hosted by



By sponsoring the Vulnerability Summit you can benefit from putting your company in front of leading decision-makers and heavyweights from a multitude of industries.


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


A cross-industry broadcast

All businesses and decision makers across the UK face similar sets of challenges.

The Vulnerability Summit will bring together a multitude of c-level decision makers from a wealth of industries.

If you provide solutions that can help businesses tackle the vulnerability challenge, get in touch to discuss how our partnership packages can help you place your brand in front of your target audience.

Partner enquiry





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2021 Prices:


Registration for Vulnerability Summit 2021 is now open. Here is some important information you should keep in mind:

Tickets: £199 *
Supplier tickets: £499


Ticket includes:
• Access to all presentations during the 3 day TV broadcast, including interactive Q&As and polls
• Access to the immersive virtual exhibition
• Bespoke networking and matchmaking functions with other participants
• Access to all the presentations, on-demand, after the event


To book a supplier pass or for sponsor enquiries please contact our team here.




*£199 tickets are available to non-suppliers only. Supplier tickets cost £499 and will be invoiced automatically when purchased incorrectly.


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A cross-industry broadcast

All businesses and decision makers across the UK face similar sets of challenges.

The Vulnerability Summit offers a unique space to look at practical examples of vulnerability management through other businesses and sectors' lenses.

Our programme showcases a variety of vulnerability topics, covering the breadth and depth of this immense challenge, including the ones opposite.


What is vulnerability? Why is it vital for businesses to tackle this issue?

Vulnerability is a complex, multi-layered topic. Covid-19 has been an accelerator as it both pushed more individuals down the vulnerability hole, whilst catapulting the topic to centre stage. Four main types of vulnerability have been identified:
  • Human-social​
  • Physical​
  • Economic​
  • Environmental
The Financial Conduct Authority also defines a vulnerable consumer as someone who, due to their personal circumstances, is especially susceptible to harm, particularly when a firm is not acting with appropriate levels of care​.

As vulnerability can impact customers, supply chain providers and employees, it is vital that businesses fully integrate vulnerability support strategies in their growth plans to achieve their expansion goals.

View agenda

Why attend?


Well done Credit Strategy for organising such a great and professionally run event (...). Thoroughly enjoyed taking part and proud for #lantern to once again sponsor the event.

Thanks for a really interesting session Credit Strategy! Really enjoyed!

Chief Risk Officer
The Cambridge Building Society
Well done everyone - and congrats to Credit Strategy on a great event!

Head of Marketing, Brand and Communication

My thanks to Luke Broadhurst and the magnificent team for an amazing high quality production throughout the Credit (…). Great Job!

Group Chief Risk Officer
Virgin Money UK

Well done everyone! Credit Strategy shows the way, a great mix of live, recorded, physical and virtual - you did it!

Chief Executive

We are very pleased!

Head of Collections & Supplier Management
New Day
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


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Credit Strategy and Vulnerability

Credit Strategy is a premium intelligence brand with a broad footfall in financial services, which serves a set of credit-related functions across a huge range of sectors. Vulnerability represents a key focus for us, which is why we host the Collections & Vulnerability Summit as well as the Vulnerability Awareness Gala.

Opening ceremony - Collections & Vulnerability Summit 2020

Vulnerability Awareness Gala 2020

About CS TV

After a year where the entire credit and financial services sector has faced unprecedented challenges, Credit Strategy has used covid as a catalyst to unite its communities around a set of sector-themed digital broadcasts.

Among the sectors covered by the CS TV brand are:

- Car Finance
- Credit Risk & Collections
- Mortgages
- Alternative Lending
- Trade credit
- Open banking
- Cards & Payment
- Utilities & Telecoms
- Collections & Vulnerability
- Vulnerability
- Commercial finance
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