‘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.
10.30: 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.
11.00: Vulnerability and Data Sharing
A representative 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.
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 fae in accessing the benefits and financial support they are eligible for.
Surviving Economic Abuse (SEA) and Stop Loan Sharks support businesses with the sensitivities of a victim of coercion or abuse - and the implications of getting it wrong.