Our experts

Our team has considerable experience of helping organisations to better understand and support their customers, working across a range of sectors.

The Trust is able to draw on the experience of highly-regarded leaders in the fields of vulnerability and financial difficulty, and apply their expertise in a wide range of different contexts. To discuss how we can work with you, get in touch.

Lyndsey Humphries - Head of Training and Consultancy
Lyndsey is Head of Training and Consultancy at the Trust, with a background in professional development, change management and relationship management. This includes experience in the data centre industry, a government IT and change environment and front-line experience in the busiest British Consular Network in the world. Prior to her time in the Trust, Lyndsey was Head of Quality Assurance and Training Delivery at DCProfessional Development, a global data center and IT training provider.
Chris Fitch - Vulnerability Lead
Chris Fitch is the Trust's Vulnerability Lead, and a Research Fellow at Bristol University’s Personal Finance Research Centre. Over the last 13 years, Chris has run a programme of research on vulnerability, financial difficulty, and financial services. This has involved research underpinning the design of the Debt and Mental Health Evidence Form, as well as the first ever UK study of the experience of frontline creditor staff when working with customers in vulnerable situations. In 2016, Chris was named in Credit Today’s top 100 list of influential people working in the creditor sector for the second time.
Chris and Colin Trend (below) have collaborated on a number of publications, the most prominent being 'Lending, debt collection and mental health: 12 steps for treating potentially vulnerable customers fairly' and the 21-steps 'Vulnerability: a guide for debt collectors'. Most recently Chris and Colin have launched 'Vulnerability: a guide for lending', focusing on mental capacity from a digital, telephony and face-to-face perspective.
Colin Trend - Lead Trainer
Colin Trend has a wealth of experience in the finance and debt sector; from private, public and voluntary sector roles. He has tutored with the Money Advice Trust since 2007 and works directly with many other firms. Colin is the lead tutor with the Money Advice Trust on their vulnerability programme, assisting both in the UK and overseas. In addition to the publications above, with Chris Fitch, he co-authored the Trust's vulnerability guidance for advice agencies, launched by the charity with the backing of a range of organisations across the advice sector in June 2016.
Caroline Wells – Customer Service Expert
As a pioneer of accessible and inclusive customer service, Caroline has worked with people in and around financial services for over 25 years.
Along the way, Caroline has led teams to win coveted awards, including Public Service Organisation of the Year, Top 100 Index, Leaders in Diversity, and was shortlisted for the National Centre for Diversity’s Most Inspirational Individual Award in 2017. Having also played a significant role at the Financial Ombudsman Service in customer experience and outreach work, Caroline Wells is now applying her customer service and complaints handling expertise as a member of the Trust’s training and consultancy team.
As an independent advisor, Caroline has influenced positive change that optimises the needs of disabled people and vulnerable customers. And recognised across the industry as a progressive customer insight and finance professional, she has championed the customer voice - both in terms of access to services and customer experience.
Darren Jeyasingam - Learning and Development Consultant
Darren has an extensive background in training, development of courses and delivery. Darren was responsible for large scale training programmes at the ombudsman service and has been involved in a number of training programmes in the finance sector having worked with a number of banks and building societies. Prior to joining the trust Darren was a leadership, people and culture consultant at Grant Thornton, delivering training at large organisations such as Transport for London. Darren has a wealth of experience in professional development, change management and organisational and leadership development and draws upon that knowledge to help the Trust's training deliver meaningful change.
 

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Contact
Henna Mian
Learning Solutions Consultant
020 7653 9734
 
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