Vulnerability Managers

We are a collective of vulnerability management specialists and equality, diversity and inclusion professionals.

Since 2012 we have supported organisations to protect and work fairly with service users, professionals and the public.

Led by our network of lived experience specialists, we’ve provided professional advice and training to over 4,800 professionals and 2,100 organisations across 32 countries.

Our work is designed to provide practical, evidence-based interventions and infrastructure to reduce harm, enable fairer decisions, enhance performance and empower users through supporting diverse needs and preferences.

Championed internationally by regulators, professional bodies, companies, charities and service providers, our work has been endorsed as demonstrating best practice in Vulnerability Management.

Matt Radford, speaking with mic at event. bright powerpoint slide behind him. He has a dark blue shift, rolled up at the sleeves, geometric tattoo on his right art, and has a beard and receding hair. Both brown with Grey. He also wears round glasses.

Partners and Clients

  • ActionAid
  • Logo of the Association of Fundraising Professionals (AFP) with yellow and blue design elements and text.
  • BBC logo with black background and white squares containing the letters B, B, C
  • Red background with white text that says "Cadent" and smaller text below that says "Your Gas Network".
  • Word cloud with the words "callcentre", "help" and "com" in black and pink text and three blue dots connected in a line.
  • Logo of the Chartered Institute of Fundraising featuring a stylized heart with overlapping outlines and the organization's name.
  • Logo of the Data & Marketing Association (DMA) featuring the initials 'DMA' with the full name beneath, and a circular emblem with the words 'Committee Member' around a stylized graphic of connected geometric shapes.
  • 'Elisabeth Ward, Disability inclusion consultant' in the centre of square logo. Purple background, white font. Drawn illustration of a rose with white lines to the left of centred copy.
  • Logo of FEDMA with the full name Federation of European Data and Marketing written below.
  • Logo of the Fundraising Institute Australia featuring a blue square with white letters 'FIA' and the organization name to the right in blue text.
  • Logo for fundraising everywhere, featuring a blue heart with a globe inside and an arrow circling it, the words 'fundraising everywhere' in purple and teal colors.
  • Logo of Fundraising Association Austria with the word 'FUNDRAISING' in orange, and 'ASSOCIATION AUSTRIA' in gray, with an orange swoosh design.
  • Royal National Lifeboat Institution logo with a flag featuring a crown, anchor, and the letters R, N, L, I, with the word Lifeboats underneath.
  • A blue, handwritten-style logo with a scribbled head and the word 'mind' written below.
  • Logo of the National Autistic Society with colorful circular design and purple text
  • Ombudsman Services logo with purple and teal circular design and text.
  • Logo of the Professional Face to Face Fundraising Association featuring stylized figures in a circle with text beside it.
  • Logo of the Public Fundraising Regulatory Association with the abbreviation PERA and full name.
  • Logo for the Public Fundraising Regulatory Association with grey and green text and overlapping green circles.
  • Text on a black background with overlapping yellow circles that reads: "Remember a charity in your will. Help the work live on..."
  • Red house roof graphic with the word 'SHELTER' underneath
  • Logo for Sue Ryder, providing palliative, neurological, and bereavement support.
  • Logo for Think Consulting Solutions with the word 'think' in bold black letters, with the 'i' in purple, and the words 'Consulting Solutions' underneath in purple.
  • A logo with multicolored, abstract design resembling a dove above the words "unite the UNION"
  • Text graphic with bold black and purple lettering reading "Young Lives vs Cancer" against a black background.

Reviews

  • Logo with a purple circle containing the letters 'FR,' and next to it, the words 'FUNDRAISING' in purple and 'REGULATOR' in gray.

    “Yesterday my team finished a series of four “Vulnerability” training workshops...We learned a lot, found out we knew quite a bit already and left with tools we can use to help us going forward. Comprehensive and accessible. Highly recommend.”

    Nikki Renken

  • Logo of the National Autistic Society featuring a colorful circular design.

    “Really enjoyed the well-paced course. Matt is clearly very informed and a great communicator. He's given us lots to think about in terms of the theory and practice. We're now applying our new knowledge to our Supporter Care procedure.”

    Michelle

  • UNICEF logo with white text 'unicef' and a globe with children illustration inside on a blue background.

    “Matt was a great help...I was tasked with reviewing and updating a policy for working with supporters in vulnerable circumstances. Matt's answers were invaluable...and some of his suggestions helped me resolve some issues we had at the time.”

    Paul Relf

  • Red text spelling 'actionaid' with a stylized letter 'o' in the middle.

    "I was particularly impressed with how he was able to foresee what other teams might find useful and share information, something that made my life significantly easier.”

    Rose Hardman

  • “Matt's ability to focus on what is practical and can make a tangible difference was inspiring...He has a flair for making things clear and easy to understand, avoiding confusing jargon.”

    Alia Barakzaim

  • Public Fundraising Regulatory Association logo with three overlapping circles in yellow, lime green, and teal.

    “Thank you, Matt, your skill, hard work, and unwavering commitment to advancing ethical and sustainable fundraising practices. Your contributions have helped lay the foundation for a stronger, more resilient, impactful and empowered industry.”

    Angela Norton

  • Logo with stylized heart made of two hands and the text 'Heart-Centered Leaders'

    “My goodness does Matt ‘know his stuff’. If your organisation is ready to learn how to embed the foundations of a more inclusive approach towards vulnerability in all you do, then, do reach out to Matt.”

    Fran Borg-Wheeler

Articles and Publications

  • Logo with the words "callcentrede" and "helper" in large text, and small text "com" on the side. Contains a stylized blue dotted line.

    Expert-Led Strategies for Supporting Vulnerable Customers

    Providing great customer service is one thing, but ensuring that vulnerable customers receive the support they truly need?

    December 12, 2025

  • Logo of Data & Marketing Association with text 'The driving force of intelligent marketing'

    DUAA and the Charity Soft Opt-in: The Need to Revisit Regulatory Interpretation

    The introduction of the Data (Use and Access) Act 2025 marked a significant shift in how charities may lawfully communicate with supporters.

    December 12, 2025

  • Logo of FEDMA with the full name, Federation of European Data and Marketing, underneath.

    FEDMA tackles DFA, vulnerable consumers and a fair path for marketing personalization

    A Path Forward for Fair Personalized Marketing in EU Policy, an opportunity to exchange with policymakers, industry leaders and privacy experts on the balance between consumer privacy and data innovation.

    September 25, 2025

  • Soft Opt-In For Charities: Your Questions Answered

    The DMA has worked with its expert Governance Committee to create a new "Soft Opt-In For Charities: Your Questions Answered" document to support our members.

    July 11, 2025

  • Logo of Fundraising Association Austria with orange and gray text and an orange curved swoosh.

    Helping you fundraise sustainably, ethically and effectively. In any circumstance.

    New Zealand has built a new code to support fundraisers and the challenges they experience, regardless of level, channel, market or activity.

    April 29, 2025

  • Logo for the Chartered Institute of Fundraising, featuring two overlapping hearts and a circle, with the organization's name written next to it.

    Creating a donations acceptance and refusal policy

    This guidance will look at the different steps and considerations when creating a policy and putting it into practice.

    March 14, 2024

  • Logo for fundraising everywhere, featuring a heart with a globe and arrow

    Fundraising Tech Conference

    At FundraisingTech we demystify tech so you have the knowledge, and power, to make the right decisions and use the right tools at your charity.

    November 24, 2023

  • Logo for the Charity Excellence Framework featuring a stylized human figure reaching for a star, with the words "Charity Excellence Framework" in blue and black text.

    Charity Sector Cost Of Living Crisis - £1 Billion In Funding Cuts Report

    Cuts to public funding for charities are estimated at £1bn pa, we believe that there is a high risk of widespread charity closures and it might be 2025 before we recover to pre-crisis resilience levels, if then.

    September 24, 2023

  • Fundraising Association Austria logo with orange and gray text.

    Working with your charities’ biggest champions within vulnerable groups

    Charities must be confident they are empowering and supporting people in vulnerable circumstances. Getting this right can bring great positive impacts for everyone involved.

    May 31, 2023

  • Logo with a red circle and stylized arrow inside, followed by the words "GOOD INNOVATION" in black and gray text.

    Good Futures, Futures of Charity Report

    Big question - What will happen to the charity sector in the next 20 years?

    After 52 interviews with senior leaders in the charity sector and in corporate purpose, the message was clear.

    April 28, 2023

  • Chartered Institute of Fundraising logo with three interlinked heart symbols on the left and the organization's name on the right.

    Asking for Donations Without Pressuring Donors

    This is a key area of regulation and fundraising ethics that influences best practice across the sector, as well as a charity’s reputation and relationships with their donors.

    August 3, 2022

  • Logo of Data & Marketing Association with the slogan 'The driving force of intelligent marketing'

    Internal Policy Framework for Vulnerable Consumers

    Society has become more conscious of the needs and requirements of vulnerable consumers within their communities. Each organisation must develop a policy to recognise and protect these individuals.

    January 18, 2022

  • Logo of the Chartered Institute of Fundraising featuring three stylized, interconnected hearts and the organization's name.

    A GOOD CALL, Using the telephone for fundraising and supporter care (Second edition, 2022)

    During the course of the pandemic, telephone fundraising really proved its ongoing value: the telephone enabled connections and an absolutely vital means of communication for charities to inspire donations and support.

    January 12, 2022

  • Logo of Data & Marketing Association with the tagline 'The driving force of intelligent marketing' on a dark blue background.

    Multi-Channel Guidance for Consumers in Vulnerable Circumstances

    To help businesses provide more supportive experiences, the DMA Vulnerable Consumers Working Group and DMA Contact Centre Council have collaborated to create this guide on communicating across multiple channels.

    August 24, 2021

  • Logo of the Chartered Institute of Fundraising, featuring three overlapping hearts with a circle above, and the organization name to the right.

    Fundraising Wellbeing: Poor wellbeing can stifle development and innovation

    Matt Radford, looks at the importance and role of leaders for staff wellbeing, and says that when people’s wellbeing isn’t great, they can be less receptive to new or different ways of doing things which can stifle development and innovation.

    March 9, 2021

  • Logo of the Chartered Institute of Fundraising featuring three interconnected heart-shaped figures and the organization's name.

    Treating donors fairly: Responding to the needs of people in vulnerable circumstances

    Charitable fundraising should be a positive experience for all, built on the shared values between charities and supporters.

    January 7, 2021

  • Logo for Data & Marketing Association with the words 'The driving force of intelligent marketing' on a dark blue background.

    Supporting Vulnerable Consumers

    The webinar will take you through the Vulnerable Taskforce’s framework and includes insights from Matt Radford (Vulnerable Paths), Gerald Oppenheim (Fundraising Regulator), Jacqui Crawley (KMB) and Tom Jenkins (British Gas).

    March 27, 2019