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Empathy and Data – Managing Vulnerability Complexity

A discussion with Andrew Gething, Founder and Managing Director of MorganAsh, on the challenges of managing customer vulnerability across financial services and other sectors. The conversation explores how vulnerability management has evolved—from simplistic flagging to more nuanced, data-driven, and empathetic approaches—and highlights operational, regulatory, and technological barriers. It also delves into the FCA’s Consumer Duty, the role of AI, and how firms can use customer understanding to drive both compliance and strategic advantage. Find out more about MorganAsh -Here.… Read more

KEY THEMES+ ¦ DEMSA Summary

What you need to know this week The government is considering targeted action in the next Budget to tackle cost-of-living challenges, potentially including cuts to the 5% VAT rate on energy.UK manufacturing output grew by 0.7% in August 2025, contributing to slight national economic growth.Debit card transactions in July 2025 fell year-on-year by 0.7%, while credit card transactions rose 2.4%.The National Cyber Security Centre (NCSC) recorded 204 nationally significant cyber-attacks in the past year, more than double the previous 12… Read more

EVENT SUMMARY ¦ StepChange Connected 2025

Another great event for 2025 with StepChange at their partner event in Leeds. Some really powerful stories, insights and of course a reminder that change is always present and can appear at any time.Some notes from the session below. Key Take Aways StepChange’s five-year strategy aims to create a future where problem debt is less likely, less severe, and easier to recover from.The charity is transitioning to a digital-first, data-led, expert-powered service model to enhance accessibility and efficiency.AI and digital… Read more

HIGHLIGHTS ¦ DEMSA Newsletter

What you need to know this week ICO fines two energy firms £550,000 for unlawful robo marketing calls.64% of social media “debt advice” found misleading; 98% unreliable according to Lowell and Money Wellness study.FCA consults on £8.2bn motor finance compensation scheme affecting 14m consumers.FCA approves MaPS Standards to take effect 1 April 2026, supporting consistent debt advice quality.ICO consults on new “Recognised Legitimate Interest” guidance under the Data (Use and Access) Act 2025.DRCF launches new Thematic Innovation Hub focusing on… Read more

DEMSA Column: Debt finfluencers / MaPS standards / Innovation / AI / Ability to Pay / Vulnerability / Collaborations / Events

In today’s bulletin: General update One Voice on Affordability: Aligning Utilities for Better Outcomes PS24/3 (Product Sales Data) is nearly upon us Appointments Collaborations Events   General update I am not sure that we have learned much from the political conferences so far. Stamp Duty seems a new political football. Warning over robo calls as energy firms fined half a million pounds for unlawful marketing calls The ICO has fined 2 energy companies a total of £550,000 for making automated… Read more