Howard is a Director in PwC’s Risk and Compliance Transformation Consulting practice who has taken a personal interest in the progression of the conversation on vulnerable customers and what good customer outcomes really mean practically in terms of Consumer Duty, He is building PwC’s broader practice on inclusion bringing a multidisciplinary team to the challenge of inclusion. Howard has had a continuous dialogue with the regulators, trade bodies, banks and insurers (pension providers), working on a number of engagements since the emergence of the vulnerable customer agenda with some of the UK’s largest financial services providers.
Through this work Howard was asked to sit on the UK Financial Inclusion Commission as a Commissioner bringing insight from both commercial and policy/regulatory spheres. At the request of the FCA, Howard has also inputted into their vulnerable customer guidance. Howard is a strong advocate of a needs led and customer focussed approach to solve the practical challenges day to day faced by consumers. His personal experiences as a wheelchair user provide an added lived experience.