Transforming banking customer service for clients with disabilities

24/09/2025 36 min

Listen "Transforming banking customer service for clients with disabilities"

Episode Synopsis

Kathryn is Head of Customer Vulnerability &Accessibility at Nationwide Building Society and has many years of expertise in delivering great outcomes for customers who need more help and support when interacting with financial services organisations. But Kathryn’s passion for this topic is not only from 9-5pmas she’s also Founder and on the Board of Trustees for multiple third sector organisations including the Deaf Inclusion Consortium and Signing Banks UK.  Most recently, she has partnered with the co-founders of Project Nemo, which was set up to help tackle financial exclusion of people with a learning disability.Learn about about Kathryn's work here:Kathryn Townsend | LinkedInProject Nemo - Accelerating disability inclusion in FinTechFinancial planningSpecial needs familiesDisability financial planningSpecial needs trustsFinancial securityFuture planningEstate planningWealth managementVulnerable persons trustDisabled persons trustDiscretionary trustWillWillsWills and trustsSpecial needs parentingCaregiver supportFamily budgetingLong-term care planningSibling planningGuardianshipLife care planningCaregiver financial stressCourt of protectiondeputyshipTax strategies for special needsGovernment benefitsFinancial aid for disabilitiesInsurance for special needs familiesDisability rights and financeInclusive financial educationTransition planning (school to adult life)Advocacy and financial literacyNavigating financial systemsEmpowering special needs familiesEnablingSENDASpecial needs and disabilitiesDisabled personDisabled ChildrenSpecial Educational NeedsSENDSENEducation Health & Care PlanEHCPFinancial planningPersonal financeWealth managementFinancial literacyMoney managementBudgeting tipsRetirement planningInvestment strategiesLong-term financial goalsFinancial independenceBudgeting basicsSaving strategiesInvesting 101Tax planningDebt managementCredit scoresEmergency fundsFinancial goalsPassive incomeEstate planningLife insuranceCritical Illness InsuranceShareholder insuranceKey Person InsurancePrivate Medical insuranceMillennials and moneyFinancial planning for familiesGen Z investingCouples and moneyMoney tips for parentsSmall business financesHow to build wealthFinancial freedomSmart money movesFrom debt to wealthMoney mindsetMaster your moneyStop living paycheck to paycheckAutismComplex AutismSpecial Needs ParentSpecial Needs parentingAutism MumAutism DadSpecialist SchoolsFinancial AdviserFinancial PlannerIFAChartered Financial Planner