This in-depth discussion with Chris Fitch, a leading authority on consumer vulnerability, discusses the evolution of vulnerability thinking in financial services over the past two decades. 

The conversation explores how regulation, culture, innovation, and operational practices have matured in the UK, placing it as a global leader in this space. 

Chris reflects on the transition from broad definitions of vulnerability to more actionable support needs, highlights the critical role of data and staff capability, and outlines next steps including data portability, sector-wide collaboration, and a greater focus on measurable outcomes.

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