Hear from our 2023 Vulnerable Customer Awards winners...
Harold Stephens, Company of the Year - Up to 5 AdvisersRichard Higgs, Chartered Financial Planner and Founder of Harold Stephens, talks about his firm’s passionate approach to customer vulnerability which included: improving their understanding of vulnerability risks, resulting in the enhancement of their vulnerability framework, enabling more accurate identification and support for clients experiencing vulnerability; and running or taking part in a range of community events. |
Financial Management Bureau, Company of the Year - 6 to 19 AdvisersRuth Power, Director of Business Development at Financial Management Bureau, talks about her firm’s delight in winning a Just Group 2023 Vulnerable Customer Award and how they achieved it through use of data and internal systems, along with community out-reach workshops and events. |
Amy Wood, Harold Stephens, Vulnerable Customer ChampionAmy Wood, Community Engagement Officer at Harold Stephens, explains how she won the Vulnerable Customer Champion category award through her role in initiatives to identify and support clients experiencing vulnerability and for vulnerable people in the wider community. |
Adam Johnson, New Forest Wealth Management, Up Close and PersonalAdam Johnson, Director and Financial Adviser at New Forest Wealth Management, shares an inspiring case study of how his firm supported clients suddenly in a vulnerable situation, by giving them financial confidence to plan a package of care to achieve a healthier family lifestyle. |
2023 results
These individuals and firms truly deserve recognition for their contributions in identifying and supporting their clients in vulnerable circumstances.
Company of the Year - Up to 5 AdvisersWinner: Harold Stephens What the judges said: "They have clearly taken a very systematic approach to vulnerability and worked on breaking down vulnerability into key areas and reviewing how they can support each. They have a strong network of supporting agencies and pathways, rooted in the local community, so seem to have gone over and above standard practices." Jonathan Barrett, CEO and Co Founder at Comentis. Highly Commended: Spend Time Limited Company of the Year - 6 to 19 AdvisersWinner: Financial Management Bureau What the judges said: "Hit all criteria...the fact they were using data... a really good case study where they demonstrated a clear outcome and improvement." Johnny Timpson, Prime Minister's Champion Group Member for Dementia Communities. Highly Commended: Carpenter Box Financial Advisers Up Close and PersonalWinner: Adam Johnson, New Forest Wealth Management What the judges said: "An excellent case throughout, very well handled with all the family protection planning in place and good financial planning all round." John Somerville, Director of Financial Services, Professional Education at the London Institute of Banking & Finance. Highly Commended: Stephanie Miles, Viva Retirement Solutions Highly Commended: Michael Rosevear, Rainbird & Co Vulnerable Customer ChampionWinner: Amy Wood, Harold Stephens What the judges said: "This applicant has introduced internal change (information cascading to team, as well as resource provision to clients and advisers alike), as well as a 'Later Life Network' in Bristol. The emphasis on helping clients and non-clients was a positive feature of the entry...the work they have been doing is clearly positive and of help." Dr Chris Fitch, Research Fellow at the University of Bristol and Vulnerability Lead at The Money Advice Trust. Highly Commended: Rachel Phillips, Wills & Trusts IFP Ltd Highly Commended: Carla Brown, Oakmere Wealth Management Company of the Year 20+ Advisers and Data and TechnologyThis year we have not awarded in these categories. We'd like to thank everyone who entered as we appreciate the time it takes to write an awards submission. Company of the Year 20+ Advisers There was some compelling evidence of contributions made to support vulnerable customers; the judges were looking for more of a direct connection in terms of change and better outcomes for customers. Data and Technology Whilst some entries provided good examples of the use of technology and/or data, the judges were looking for more evidence of how the applications supported consumer outcomes. |
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Up Close and Personal WINNER: JAMES BARNETT, JAMES BARNETT WEALTH MANAGEMENT What the judges said: "Above and beyond - visits, finding a care home, hearing aids, the paperwork, the ongoing contact...feels like family." Jenny Cadman "Recognised the vulnerability and built an ongoing relationship." Johnny Timpson HIGHLY COMMENDED: DENNIS PERRY, SOUTH WEST EQUITY RELEASE JOHN CHAPMAN, EQUITY RELEASE ASSOCIATES Company of the Year - Up to five advisers WINNER: HAROLD STEPHENS What the judges said: "Training and policies are excellent, with the Director leading both of these. Strong sense of wanting to continue to improve by sharing best practice with other firms." Sally Plant "Provided a higher number of examples of positive interventions." Chris Fitch "Excellent examples." Jenny Cadman HIGHLY COMMENDED: OAKMERE WEALTH MANAGEMENT Company of the Year - six to 19 advisers WINNER: PENSIONHELP LTD What the judges said: "A clear culture of vulnerable customer care in everything they are doing throughout their processes. It is clear that this culture was the foundation of the company when formed, and it has been continually developed with several outstanding examples both internally and externally in this field." John Somerville. HIGHLY COMMENDED: CLEAR CUT FINANCIAL PLANNING FINANCIAL MANAGEMENT BUREAU LIMITED Company of the Year - 20+ advisers WINNER: M&G WEALTH ADVICE What the judges said: "Lots and lots of good examples of practice, policy and training implementation." Chris Fitch "They have clearly not only changed their systems to optimise the opportunity to identify and support clients with additional support needs, but have importantly developed an internal training programme. The entry indicates that there is an empathetic ethos within the organisation." Tish Hanifan "The only firm to demonstrate fresh thinking towards every client's vulnerable circumstances, rather than an evident disability or age-related profile." Keith Richards HIGHLY COMMENDED: ALZHEIMER'S SOCIETY AND SANTANDER Vulnerable Customer Champion WINNER: ADAM JOHNSON, NEW FOREST WEALTH MANAGEMENT What the judges said: "His 'drive' comes through in this entry." Tish Hanifan "Adam's focus on vulnerable consumers in financial services has unquestionably heightened his awareness, focus and actions towards his clients and promotion within his firm." Keith Richards HIGHLY COMMENDED: RICHARD HIGGS, HAROLD STEPHENS DANIEL WATTS, WATSON MOORE INDEPENDENT FINANCIAL ADVISERS LIMITED Data and Technology This year awards have not been made in this category. Whilst some entries provided good examples of the use of technology and/or data, the judges were looking for more evidence of how the applications supported consumer outcomes. We would like to thank everyone who entered this category as we appreciate the time it takes to write an awards submission. |
Pensionhelp, Company of the Year - six to 19 advisersDarren Hardy-Dearness, Compliance Director at Pensionhelp, talks to us about their delight at being recognised by the industry and the internal processes, procedures and practices that enable them to better serve their vulnerable customers. |
Harold Stephens, Company of the Year - up to five advisersRichard Higgs, Chartered Financial Planner and founder of Harold Stephens, talks to us about how they are putting vulnerability at the forefront of everything they do, making their later life community the very best it can be. |
Adam Johnson, New Forest Wealth Management, Vulnerable Customer ChampionAdam Johnson, Director and Financial Adviser at New Forest Wealth Management, talks to us about how his academic work, combined with the firm's personal and practical experience, helps to support their vulnerable clients. |
M&G Wealth Advice, Company of the Year - 20+ advisersThe experienced team at M&G Wealth Advice talk to us about how their processes and policies work in practice to better recognise and support their vulnerable customers. |
James Barnett, Principal of James Barnett Wealth Management, Up Close and PersonalJames Barnett, Principal of James Barnett Wealth Management, shares his tear-jerking case study of professional support and friendship given to a vulnerable customer throughout the Pandemic. |
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Up Close and Personal Winner: RICHSTONE PARK FINANCIAL PLANNING Highly Commended: ASQUITH FINANCIAL SERVICES CLEAR CUT FINANCIAL PLANNING JANE BOWNAS WEALTH MANAGEMENT
Data and Technology Winner: AIR GROUP Highly Commended: MAZARS FINANCIAL PLANNING
Company of the Year Winner: MAZARS FINANCIAL PLANNING Highly Commended: KEY GROUP
Vulnerable Customer Champion Winner: KATHRYN KNOWLES of Cura Financial Services Highly Commended: EMMA MOORE of Key Group |
