We look at how one company, which works in the debt-management space, manages its vulnerable customers on a day-to-day basis – taking the FCA’s principle-based Consumer Duty and turning it into practice.
This webinar features PayPlan, which provides free debt management advice to consumers and helps them to restructure their finances – to help people find their way out of debt.
When people are in debt, they clearly have a financial vulnerability, but it’s also important to identify any other characteristics of vulnerability so that their circumstances are considered holistically. This webinar looks at how PayPlan does this – and, in doing so, how they are taking the FCA’s principle-based approach to customer vulnerability and translating this into practical actions and company culture.
We’re joined by Emma Gibbons, vulnerability lead at PayPlan. Emma will walk us through how PayPlan has embedded managing vulnerable customers into the company’s culture and how it uses MARS, the MorganAsh Resilience System.
We also look at managing customer vulnerability in both broad terms, along with how it is applied within the debt sector – and consider how the cost-of-living crisis has recently affected consumer debt. Finally, we look at how PayPlan works with firms in the financial services sector to help any struggling customers. The aim of the webinar is to show how one firm successfully manages its vulnerable customers and how using MARS is one component of this.
Emma Gibbons
Emma is the vulnerability lead at PayPlan. Emma is passionate about supporting all clients but works even harder to make sure that those with vulnerabilities never slip through the net. Emma is responsible for implementing the company’s vulnerable customer policy across all elements of the business, including internal vulnerable client training and the supporting policies and procedures. Emma also delivers key external training to the free advice sector and creditor organisations on how to spot the signs of vulnerable clients and on debt and domestic abuse. Emma also sits on GamCare’s advisory panel to work to reduce gambling related harm across the industry.
Andrew Gething
Andrew is the founder and managing director of MorganAsh. He is a recognised consumer vulnerability specialist and champion, is the driving force behind the award-winning consumer vulnerability management tool, MARS.