The Compliance & Consumer Vulnerability Conference 2026

3 November 2026 | Milton Keynes, UK

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Limited Early-bird tickets available - secure your place now Practical sessions on vulnerability, risk, culture & customer outcomes Designed for customer-facing, compliance and operational teams Network with leaders across regulated sectors

Marking a decade of action to improve outcomes for vulnerable customers.

Over the last 10 years, the consumer vulnerability space has changed significantly. Across regulated industries, there is now much greater awareness of the barriers customers can face, stronger expectations around support and a clearer commitment to making services more inclusive and accessible.

This progress has been shaped by many people, teams and organisations working hard to improve customer experiences and achieve better outcomes.

The Compliance & Consumer Vulnerability Conference 2026 will bring together key voices from across regulated sectors to reflect on how far we’ve come. We'll share good practice and explore what more we can do to keep improving outcomes for customers facing vulnerable circumstances in the future.

Join us as we celebrate progress, share ideas, become inspired and look ahead to the next chapter of vulnerability support.

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What to expect.
  • Inspiring insight from individuals working in key roles at leading organisations
  • Engaging activities to encourage open discussion and next steps
  • Networking opportunities with delegates and charitable organisations that support customers with specific needs
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View our event accessibility statement to learn more about the venue, presentation support, and how to let us know about any specific requirements.

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Conference Agenda.

08:30 - 09:15

Registration, networking & refreshments

09:15 - 09:45

Welcome and 10 years' of HPT Presentation – Helen Pettifer

09:45 - 10:10

BSI presentation on ISO 22458 Kitemark for Inclusive Service

10:10 - 10:50

Training workshop - Jasbinder Kaur

Financial Abuse: Practical Steps to Protect and Support Customers

Financial abuse can be complex, hidden and difficult to disclose. Organisations play a critical role in recognising the signs and responding appropriately. The way we engage with customers may either reduce harm or unintentionally increase risk. In this session we’ll explore how to make a safe, supportive and informed difference.

10:50 - 11:20

Coffee & networking

11:20 - 12:30

Panel Discussion - Beyond the Conversation

Beyond "Difficult Customers": Understanding Behaviour in a Changing World
Why are customer behaviours changing? Join our expert panel as we explore what's driving today's customer interactions, how behaviours have evolved over the last decade, and what organisations need to do to prepare for the future.

Panellists:
Natasha Crooks, NIE Networks
Andy Harrison, Fidelity
Awaiting confirmation of 3rd panellist

12:30 - 13:30

Break for lunch & Networking

13:30 - 14:00

Keynote speaker - Scott Lee Holloway

Finding Their Why: Securing Organisational Support for Vulnerable Customers

14:00 - 14:45

Round table discussion

14:45 - 15:15

Coffee & networking

15:15 - 16:00

Q&A Live! with Helen Pettifer, Jenna Birchall and Scott Lee Holloway

This live session provides an opportunity for you to share your questions, or current challenges on any aspect of vulnerability. Feel free to share your questions ahead of the session or bring it live to the panel on the day!

16:00 - 16:30

Table Discussion – From Insight to Action

Turning today's learning into meaningful change.
The conference doesn't end when you leave. In this closing session, you'll reflect on your biggest insights, finalise your personal action plan, make a commitment to improving outcomes for vulnerable customers, and identify the practical steps you'll take over the coming weeks. We'll also share a range of free resources to help you embed your learning and keep the momentum going.

16:30

Closing remarks - Helen Pettifer

16:45

Close

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£295.00 excl. VAT

Price includes lunch, resources, invaluable insight and networking.

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Please note: ticket purchases are limited to five per organisation.