Financial Services Network January 2026

Kathryn Townsend – Head of Customer Vulnerability at Nationwide

Kathryn will discuss Nationwide’s approach to delivering excellent services to disabled and vulnerable customers, covering:

• Nationwide’s Speak Easy Communication Cards and how low-tech solutions can often be the most effective.
• How inaccessible services can inadvertently make customers vulnerable and how to avoid this.
• The importance of enabling ‘channel of choice’ and giving customers a range of accessible banking options.
• Project Nemo’s landmark report on Safe Spending for Adults with a Learning Disability.

Victoria Williams – Founder & CEO, IncludeDeaf

Victoria Williams is the Founder & CEO of IncludeDeaf and a registered Sign Language Interpreter (RSLI) since 2005. She has over two decades of experience working at the intersection of Deaf access, business operations, and organisational change.

• Victoria has advised and supported financial organisations and businesses across other sectors to address complex accessibility challenges for Deaf customers and employees. Her work is grounded in deep sector knowledge and a clear understanding of what works in practice, beyond policy or tick-box compliance.
• At this event, Victoria will share insight from her work with financial organisations and other sectors, and set out how IncludeDeaf partners with businesses to deliver meaningful, measurable improvements in accessibility for both customers and staff.

This meeting is for Business Disability Forum Partner and Member organisations only. Invitations have been sent to Partners and Members that are part of the Financial Services Network. If you haven’t received an invitation and you are interested in attending either just this meeting or becoming a Network Member, please don’t hesitate to contact us.

This event will operate using the ‘Chatham House’ rule.

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