Épisodes

  • Episode 59 - Vulnerability Voices: Convicted Customers with Lindsey, Sage and Three Hands Insight

    Episode 59 - Vulnerability Voices: Convicted Customers with Lindsey, Sage and Three Hands Insight
    Feb 11 2026
    In our second ‘Vulnerability Voices’ instalment, Lindsey and Sage describe life as a customer with a conviction. They explain to Michael Hilton the barriers they have encountered when using essential services, and the ‘cloud’ of stigma following them from release to rehabilitation. www.threehandsinsight.co.uk www.linkedin.com/in/michael-hilton-39b02310a
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    21 min
  • Episode 58 - Abhorred but ignored? Economic abuse and older customer with Richard Robinson

    Episode 58 - Abhorred but ignored? Economic abuse and older customer with Richard Robinson
    Jan 28 2026
    Instinctively, as a society, we condemn those who abuse an older person’s trust and finances. But today’s guest, Richard Robinson (from the Hourglass charity) contends that such a moral response comes too late. Instead, what would be more valuable than the condemnation of such economic abuse, would be its prevention. So how can charities like Hourglass not only respond, but also prevent older peoples’ economic abuse? What can essential service firms realistically do? And is it really true that unchecked, economic abuse can literally shorten the life of an older person? https://www.wearehourglass.org/ https://www.linkedin.com/in/richard-r-7836b929/
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    23 min
  • Episode 57 - How I lost more than my money: Scamming Secrets with Lin and Lou Baxter

    Episode 57 - How I lost more than my money: Scamming Secrets with Lin and Lou Baxter
    Jan 21 2026
    Chris Fitch speaks with mother and daughter, Lin and Lou Baxter, about how one phone call turned into a scam worth thousands. Through their eyes, Lin shows that it was not the lost money that shook her most, but the interactions with her bank that followed. And the twist in the tail? Lou leads the National Trading Standards Scams Team, showing that anyone – even where fraud is in the family (in the right way) - can be affected like this. https://www.linkedin.com/in/louise-baxter-mbe-77194337/ https://www.nationaltradingstandards.uk/work-areas/scams-team/ https://moneyadvicetrust.org/training-and-consultancy/vulnerability-academy?utm_source=academy&utm_medium=redirect
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    22 min
  • Episode 56 - How I stole millions: Scamming secrets with Alex Wood

    Episode 56 - How I stole millions: Scamming secrets with Alex Wood
    Jan 14 2026
    Chris Fitch speaks to one of the UK’s most notorious scammers: Alex Wood. Over the course of a decade, Alex stole millions of pounds from scamming, but now works to prevent it. In this episode, Alex talks about the psychology of scammers, how they engineer trust, and how they protect themselves by creating emotional distance from their victims. https://www.bbc.co.uk/programmes/m002h2gt https://www.linkedin.com/in/beatfraud/ https://moneyadvicetrust.org/training-and-consultancy/vulnerability-public-sessions/#outcomes-and-vulnerability
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    24 min
  • Episode 55 - Vulnerability Voices: How serious illness impacted Anne and Robert. With Michael Hilton

    Episode 55 - Vulnerability Voices: How serious illness impacted Anne and Robert. With Michael Hilton
    Dec 10 2025
    In our new feature ‘Vulnerability Voices’, we’ll be hearing directly from customers about their lives, circumstances, and interactions with essential services. Today, Anne and Robert explain to Michael Hilton from Three Hands Insight how serious illness has reshaped their personal and financial lives.
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    18 min
  • Episode 54 - Outcomes: A New Hope. With David Atkins from the Money Advice Trust.

    Episode 54 - Outcomes: A New Hope. With David Atkins from the Money Advice Trust.
    Nov 26 2025
    Why are outcomes so ‘hard’ to get right? David Atkins (formerly Lloyds Banking Group co-lead on vulnerability and inclusion) explains to Chris Fitch what an outcome is (and isn’t), why we all struggle to define and measure them, and how a new approach promises to make the whole process simpler, clearer, and more effective. Taking us from ‘too hard’ to giving us ‘new hope’, David demystifies an issue which has previously tied many of us up in knots. https://www.linkedin.com/in/david-atkins-spenkins/ www.moneyadvicetrust.org/vulnerability
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    26 min
  • Episode 53 - Is the Purple Pound really worth £446bn? With Mike Adams and Jamie Evans.

    Episode 53 - Is the Purple Pound really worth £446bn? With Mike Adams and Jamie Evans.
    Nov 12 2025
    The ‘Purple Pound’ measures the potential spending power of households with at least one disabled person. Reported to be worth £274 billion per year to the UK economy in 2017, new data values it at £446bn. Mike Adams (CEO of disability organisation Purple) and Jamie Evans (Research Fellow, Bristol University) join us to discuss what the Purple Pound is, whether it really is worth this much, and just what a “purchasing power” figure like this means when so many disabled people are reporting everyday financial difficulty? Mike Adams: https://www.linkedin.com/in/mike-adams-purple/ Jamie Evans: https://www.linkedin.com/in/jamie-evans-387485120/ Purple Tuesday: https://purpletuesday.co/ Help! Guide: https://www.moneyadvicetrust.org/vulnerability-resources
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    23 min
  • Episode 52 - I dare you to define it: ‘Financial Wellbeing’ with Professor Adele Atkinson.

    Episode 52 - I dare you to define it: ‘Financial Wellbeing’ with Professor Adele Atkinson.
    Oct 29 2025
    ‘Financial wellbeing’ is a term that many use, but most never dare define. However, Professor Adele Atkinson (Centre on Household Assets and Savings Management, Birmingham University) not only defines what ‘financial wellbeing’ means, but explains how its key elements affect our everyday thinking and behaviour. https://www.linkedin.com/in/adele-atkinson-afrap/ https://www.birmingham.ac.uk/research/centres-institutes/household-assets-and-savings-managementerstestiftung.org
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    22 min