On-Demand

Supporting customer mental health during a cost-of-living crisis

On-Demand | Webinar

In this on-demand webinar recording, our panel of experts engage in a deep discussion on supporting vulnerable customers.

Learn why considering both mental health and financial health is important to your organisation.


Watch now

Supporting vulnerable customers is a regulatory requirement for many organisations which have a direct financial relationship with individuals. There are serious penalties for failing to protect vulnerable customers, including fines in the tens of millions. For customers, mental health problems make it harder to manage finances, and living in financial stress can harm your mental health.

As the cost of living crisis continues to bite down hard in the UK, more and more people will require the help and support of the essential services organisations that support us daily, across finance, utilities and telecoms.

Within financial services specifically, upcoming changes to the consumer duty act will mean more than half of adults will be classed as vulnerable, bringing with it a raft of updated regulations that must be implemented.

Research is helping us understand the links between financial health and mental health, and what the implications are for our us when we are struggling.

This on-demand webinar looks at:

  • What are the responsibilities of an organisation in relation to their customers when it comes to supporting positive actions for customers with financial challenges?
  • When an organisation is considering their approach to supporting a customer with money worries, what actually works?
  • What are the benefits to an organisation in getting this right, what happens if they get it wrong / or do nothing?
  • What does research tell us on this subject?

Watch now

Just a few details to watch this webinar recording:

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Supporting vulnerable customers is a regulatory requirement for many organisations which have a direct financial relationship with individuals. There are serious penalties for failing to protect vulnerable customers, including fines in the tens of millions. For customers, mental health problems make it harder to manage finances, and living in financial stress can harm your mental health.

As the cost of living crisis continues to bite down hard in the UK, more and more people will require the help and support of the essential services organisations that support us daily, across finance, utilities and telecoms.

Within financial services specifically, upcoming changes to the consumer duty act will mean more than half of adults will be classed as vulnerable, bringing with it a raft of updated regulations that must be implemented.

Research is helping us understand the links between financial health and mental health, and what the implications are for our us when we are struggling.

This webinar will look at:

  • What are the responsibilities of an organisation in relation to their customers when it comes to supporting positive actions for customers with financial challenges?
  • When an organisation is considering their approach to supporting a customer with money worries, what actually works?
  • What are the benefits to an organisation in getting this right, what happens if they get it wrong / or do nothing?
  • What does research tell us on this subject?

Meet our panel

Thomas-Richardson

Dr Thomas Richardson

Associate Professor of Clinical Psychology at University of Southampton

Nikki-Bond

Nikki Bond

Interim Head of Research and Policy at Money and Mental Health Policy Institute

Sarah-Murphy

Sarah Murphy

Senior Health, Social Care and Welfare Strategy Lead at the Money and Pensions Service

Thomas-Richardson

Dr Thomas Richardson

Associate Professor of Clinical Psychology at University of Southampton

Dr. Richards is part of the executive team at SilverCloud Health. As Chief Science Officer, Derek leads on the strategic research objectives for the company. He is also the director of the E-mental health research group in the School of Psychology, Trinity College Dublin. Since 2002 he has been extensively involved in clinical research, development and implementation of technology delivered interventions for mental health problems. As one of the most widely cited researchers in the field, Dr. Richards forms part of the Digital Therapeutics Alliance, which leads the adoption and integration of digital therapeutics solutions into US healthcare.

Nikki-Bond

Nikki Bond

Interim Head of Research and Policy at Money and Mental Health Policy Institute

Dr. Richards is part of the executive team at SilverCloud Health. As Chief Science Officer, Derek leads on the strategic research objectives for the company. He is also the director of the E-mental health research group in the School of Psychology, Trinity College Dublin. Since 2002 he has been extensively involved in clinical research, development and implementation of technology delivered interventions for mental health problems. As one of the most widely cited researchers in the field, Dr. Richards forms part of the Digital Therapeutics Alliance, which leads the adoption and integration of digital therapeutics solutions into US healthcare.

Sarah-Murphy

Sarah Murphy

Senior Health, Social Care and Welfare Strategy Lead at the Money and Pensions Service

Dr. Richards is part of the executive team at SilverCloud Health. As Chief Science Officer, Derek leads on the strategic research objectives for the company. He is also the director of the E-mental health research group in the School of Psychology, Trinity College Dublin. Since 2002 he has been extensively involved in clinical research, development and implementation of technology delivered interventions for mental health problems. As one of the most widely cited researchers in the field, Dr. Richards forms part of the Digital Therapeutics Alliance, which leads the adoption and integration of digital therapeutics solutions into US healthcare.