Avoiding bad outcomes for vulnerable customers
This webinar features Meg Kirby, founder of LegaCare, discussing the severe impact of ‘bad outcomes’ on vulnerable customers through powerful case studies. Johnny Timpson OBE adds broader insights.
We use the phrase ‘bad outcomes’ perhaps a little too easily – and perhaps such language masks the harsh reality of what can happen when things don’t go well for vulnerable customers.
In this webinar, we speak in depth to someone who experiences day-to-day the impact of bad outcomes – solicitor Meg Kirby, founder of the charity Legacare. Legacare has helped thousands of terminally ill having to fight their financial services providers to deliver the commitments. and simultaneously trying to get to grips with the financial and legal implications of their situation.
Meg has been providing legal services to those in desperate need for many years. We hear from Meg about her work and what lessons can be learnt to avoid these situations.
Meg brings to the webinar a wealth of real-world experience, which she will relate via some immensely powerful case studies of vulnerable customers, and their carers (also struggling through a difficult time) who are often wrestling with financial services firms over products which may have been in place for many years.
Much of firms’ focus on Consumer Duty has been at the point of sale – this takes us to the end of the customer journey, and the product’s lifetime – to look at what can happen when things go wrong, and how things can be improved.
We were also joined by Johnny Timpson OBE, vulnerable customer champion and chair of MorganAsh – helping us to also see the wider picture from his experience across many of the charities and groups with which he works.
This webinar will be useful for financial advice firms, customer service professionals, compliance officers, and business leaders committed to fostering an inclusive and supportive service culture. .
Speakers
Meg Kirby
Meg Kirby is the founder of Legacare, a pioneering legal charity which helps those with life-threatening illnesses. She is an experienced solicitor with a history of working for exceptionally vulnerable clients affected by life-threatening/terminal illness. Meg is skilled in providing an empathetic, holistic approach to sorting complex legal issues for patients and families who cannot afford legal fees – enabling them to have peace of mind and dignity at a very difficult time. Before setting up LegaCare, Meg spent twenty years advising life and disability insurers on contentious claims.
Johnny Timpson OBE
Johnny is a highly regarded industry expert with more than forty years’ experience within the insurance and protection sectors. He holds numerous positions, including as Financial Inclusion Commissioner and as a member of the FCA’s Financial Services Consumer Panel. He is also a member of GAIN, the Group for Autism, Insurance, Investment and Neurodiversity, BIBA Access to Insurance Committee and the Building Resilient Households Group. In addition, he is a founding member of the Financial Resilience Taskforce, an Age Irrelevance Ambassador, a Grief Chat Ambassador and an ambassador for the charity Surviving Economic Abuse.
James Edmonds
Consumer Duty consultant at MorganAsh. James works with firms in the financial services sector, to help them understand and overcome the many customer vulnerability challenges with the FCA’s Consumer Duty regulations. James has extensive knowledge in customer experience, of which identifying, supporting and communicating with vulnerable customers is a key component. James has operated in customer experience and strategy roles primarily in financial services for nearly 20 years, having worked at L&G, RSA, More Than, JUST, James Hay and Nucleus.
