‘Be Part of the Answer: Vulnerability Aware, Customer Care’ Conference Programme - 09:15 - 17:30

Through keynote presentations, panel sessions, real‑world case studies, and collaborative discussions, the VRS Conference 2026 will explore what truly effective vulnerability support looks like in practice.

It will look at vulnerability from a cross-sector, holistic, macro level, breaking down the challenges, identifying the opportunities to collaborate, and asking what the future looks like in terms of regulation and technology, including how we can integrate existing solutions into vulnerability aware, customer care.

Delegates will gain fresh insight into how shared data, early identification, and cross‑sector cooperation can transform outcomes for people facing difficult circumstances.

Session Synopses:

10.10: Opening Keynote: Digital & Accessibility

An introduction from Lord Chris Holmes of Richmond MBE - a member of the UK House of Lords, technology policy leader, and advocate for inclusion and accessibility. A former Paralympic champion and public servant, Lord Holmes champions the ethical use of technology and AI for public good, emphasising innovation that is accessible, inclusive and built around people rather than profit. He brings deep expertise in digital policy, having introduced legislation on AI regulation and contributed to key parliamentary reports on emerging technologies, while consistently urging that technology should empower everyone and leave no one behind.

10.20: Regulatory Keynote ‘Pitchside Chat’

Alison Walters, the Financial Conduct Authority’s Director of Consumer Finance will sit down for a Q&A about the key regulatory issues facing firms dealing with vulnerable customers – and what best practice in the financial services sector looks like.

10.45: Vulnerability and Data Sharing

Andrew Thomsen, Group Manager, Competition and Regulatory Cooperation from the Information Commissioner’s Office will provide delegates with an update on data sharing in 2026 and what the impact is on vulnerable customers and those who support them.

11.05: Introduction from Platinum Sponsor Orbyt UK

One-size-fits-all communication is no longer fit for purpose. Organisations now hold more customer data than ever before, yet many still rely on uniform messaging that fails to reflect individual circumstances. Vulnerability fundamentally changes how people receive, process and respond to communication and engagement strategies must adapt accordingly.

This session explores how Orbyt enables intentional, adaptive communication at scale. By proactively checking the Vulnerability Registration Service (VRS) database before contact, Orbyt dynamically adjusts tone, cadence and message composition to support hyper-personalised engagement. Beyond content, Orbyt can intelligently switch channels based on customer behaviour and automatically fall back to alternatives if messages are not opened or responded to, ensuring outreach remains respectful, relevant and effective.

The result is two-way communication that removes barriers, builds trust and enables customers to self-identify concerns or request support. Better engagement. Stronger outcomes. And communication that truly reflects the needs of every customer.

12.00: From Vulnerability to Value: How Meaningful Engagement Benefits Customers & Service Providers, a Debt Advice Perspective

Synopsis coming soon.

12.25: The Vulnerability Passport

Every time a vulnerable person contacts a new provider, they have to prove it all over again. Their diagnosis. Their circumstances. The hardest parts of their life, repeated on demand.

In this session, Wayne Lloyd, CEO and Founder of Smarter Contracts, will show how the mission to change this infrastructure failure is now possible at scale via two revolutionary products being offered in partnership with VRS: The Vulnerability Passport and the AI Passport.

12.45: It takes a network: Collaborating to Deliver Fair & Effective Customer Support

We will be joined by Policy in Practice, My Care Consultancy and Plain Numbers – all of which exist to ensure that individuals receive appropriate support and resolution. This panel will talk about the motivation and goals of these organisations, what they do and how businesses can work with them to achieve the best outcomes for their customers.

14.30: Breakout 1a: Supporting without Harm: Practical Help for Customers Facing Personal & Financial Risk

Businesses cannot be expected to resolve all the problems their customers face but they can guide them to help. In this session, we will explore some of the practical solutions that already exist to help some of the challenges faced by customers:

• The National Support Network provides a wealth of resources for individuals whatever their circumstances.

• Income Max helps address difficulties people face in accessing the benefits and financial support they are eligible for.

• Money Wellness support individuals to improve financial wellbeing. So they can Live More & Stress More

14:30: Breakout 1b: Vulnerability & Debt Resolution

There is a shared challenge across all sectors when it comes to engaging with vulnerable customers in collections or enforcement. This session will explore how organisations can effectively support those customers while maintaining fair and sustainable debt resolution. We will discuss regulatory expectations, what good practice looks like in reality, and the practical steps businesses can take to achieve better outcomes for customers and organisations alike.

15.15: Breakout 2a: Vulnerability Through the Lens of Data: New Evidence & Emerging Trends

This session provides an up-to-date, evidence-based view of customer vulnerability. Drawing on insight from the Vulnerability Registration Service, we will explore who identifies as vulnerable today and the characteristics, circumstances and patterns revealed by the data. Joined by Finvence and elanev, the discussion will be complemented by Equifax, who will share findings from their 2026 Financial Lives Survey. Together, these insights will help organisations better understand vulnerability and respond more effectively coinciding with the day of its launch.

15.15: Breakout 2b: Cross Sector Regulatory Landscape

This breakout session will explore the regulatory expectations surrounding the identification and support of vulnerable customers across multiple sectors. Panellists will share insights into current best practice, highlighting practical examples of how organisations are already managing vulnerability within their regulatory frameworks.

The session will compare high-level regulatory goals across sectors, identify areas of alignment, and examine where greater cross-sector collaboration could enhance outcomes for vulnerable customers.

16.00: Closing Session: Insight, Reflection & Connection

Following the launch of Money and Mental Health Policy Institute’s ‘Stuck on Repeat’ report in March 2026, which shows that many are required to repeatedly disclose their needs across different organisations, Chris Lees will highlight how people with mental health problems often face significant barriers when trying to access support from essential services. He’ll explore the report’s key findings, including the case for a more joined-up “share once” approach to support, and what this could mean for improving outcomes for individuals navigating both financial and mental health challenges.

Glyn Luckett and Rob Hogan from Field Locker, a specialist research and data collection agency, will share insights from independent research conducted on behalf of VRS, offering a unique perspective drawn directly from the lived experiences of vulnerable consumers. They’ll present key findings from the study, highlighting emerging trends, lived experiences, and practical insights that can help shape more inclusive, responsive services for vulnerable customers.

Dr Jackie Gray, founder of Carents®, will explore the realities behind the vital yet frequently overlooked role of unpaid carers, who contribute an estimated £184 billion to the UK economic each year, often at a considerable cost to their own financial stability, mental health, and physical wellbeing. She’ll highlight the challenges faced by this group, the impact on individuals and society, and the urgent need for greater recognition and support.