We are proud to have hosted our first Vulnerable Customer Forum at our headquarters in Central Milton Keynes, which took place on 19th September. This event brought together representatives from a range of charities, allowing us to deepen our understanding of the complex challenges faced by some of our most vulnerable customers. 

The forum provided a valuable platform for charity experts to share insights into the wide spectrum of difficulties that individuals may encounter, including health issues, financial hardship, bereavement, domestic violence, and disabilities. These conversations have strengthened our awareness of how such vulnerabilities can impact a customer’s ability to engage with essential services, highlighting the need for tailored support. 

As we continue to improve our service offerings, these insights will directly inform how we train and support our frontline teams, who are often the first point of contact for customers in vulnerable situations. Ensuring that our staff are equipped to respond with empathy, patience, and appropriate resources is crucial to creating a safe and supportive environment. We are committed to providing customers with the care and understanding they deserve, no matter their personal circumstances. 

This initiative comes at an important time, following our recent recognition at the Consumer Duty Leadership Awards, where we were honoured with the ‘Leadership in Addressing Vulnerable Customers’ Needs Award.’ This award underscores our ongoing commitment to improving the way we support vulnerable customers. By continuously expanding our knowledge and enhancing our services, we aim to ensure that every customer feels valued and understood. 

Charities in Attendance 

• Sue O’Lone – Head of Partnerships, Cruse Bereavement Services 
• Sue Burke – CEO, MK ACT  
• Keri Whelan – Service Manager, Headway  
• Kirsty Rook – Service Manager, Headway 
• Lisa Boyd – Personal Advisor for the 16-25 Team, Children and Families, Milton Keynes Council 

Personal Group Attendees 

• Hywel Phillips – Chief Operations Officer 
• Joe Brown – Head of Customer Operations 
• Anu Suresh – Head of Marketing 
• Marie Carey – Operational Compliance & Risk Manager 

We were especially moved by the feedback from Sue O’Lone of Cruse Bereavement Services, who said, “Thank you so much for hosting us yesterday. It was inspiring to hear how passionate and committed you are about providing the best service possible to your vulnerable clients and policyholders.”   

Hywel Phillips, Personal Group’s Chief Operating Officer said, “This forum marks a significant step in our journey to provide compassionate and effective support to those in vulnerable situations, and we look forward to building on this momentum in the months and years to come.”