Money Advice Liaison Group (MALG) podcast

Money Advice Liaison Group (MALG)
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Working together to improve the lives of people in debt.

  1. Beyond the Chatbot: Building Safe Self-Serve Debt Advice AI to Empower and Protect People in Financial Difficulty

    FEB 4

    Beyond the Chatbot: Building Safe Self-Serve Debt Advice AI to Empower and Protect People in Financial Difficulty

    We are back in London to talk about MALG’s new Money & Pensions Service-funded research project entitled ‘Exploring Safe & Effective Self‑Serve in Regulated Debt Advice in the Generative AI Era.’ In this episode, MALG CEO Bob Winnington and Mark Pearce, Founder and CEO of the research delivery partner Wyser AI, discuss how this project came about and what they hope to achieve. Mark has built a reputation as one of the UK’s most thoughtful voices on the responsible application of AI in regulated environments. He combines deep technical expertise with a strong ethical compass, focusing on how AI can enhance, not replace, human decision‑making. Mark has worked extensively with organisations across financial services, advice delivery, and public‑interest sectors to design AI systems that are transparent, safe, and aligned with real‑world user needs. Together Bob and Mark unpack why this research is urgently needed, what risks and opportunities Generative AI presents, and how the debt advice sector can collaborate to build tools that genuinely support people in financial difficulty without compromising safeguarding, quality, or regulatory standards.

    27 min
  2. Efficient, Ethical Enforcement in Action: How the Naylor Sisters Are Redefining Industry Standards

    JAN 16

    Efficient, Ethical Enforcement in Action: How the Naylor Sisters Are Redefining Industry Standards

    For this episode, MALG CEO Bob Winnington is at the London office of Dukes Bailiffs, one of the UK’s most progressive enforcement firms. For the first time, he sits down with not one guest but three – sisters Laura Naylor, Sarah Naylor, and Zoe Naylor – to explore how a family-run business has evolved into a sector leader known for innovation, ethical practice, and a people‑centred approach. As long-standing MALG Members, the Dukes trio share how collaboration, vulnerability-aware practice, and a commitment to continuous improvement have shaped their journey. This conversation offers a rare behind-the-scenes look at leadership, culture, and transformation in a sector that is still very much misunderstood.

    42 min
  3. The link between small businesses and household finances: Why we should be talking about the ‘cost of doing business crisis’

    11/26/2025

    The link between small businesses and household finances: Why we should be talking about the ‘cost of doing business crisis’

    *SOUND QUALITY PATCHY - LISTEN WITH SUBTITLES OR DOWNLOAD TRANSCRIPT* At the recent Money Advice Liaison Group (MALG) Conference 2025 in Leeds, MALG CEO Bob Winnington took to the stage with former MALG Chair Liz Barlcay for our first ever LIVE Podcast. This episode is just a snapshot of what he talked about with the former UK Small Business Commissioner and now Small Business and Entrepreneurship Lead at the Institute of Directors. We’ve captured Liz’s key insights into why those working to improve the lives of people in debt should be concerned not just about household finances but about the health of the nation’s small businesses. She warns that, while we’ve been talking about the cost of living crisis, we may have overlooked the ‘cost of doing business crisis’. So if you weren’t able to join us for the whole thing, here are the highlights.

    11 min
  4. Urgent Need for Buy-Now-Pay-Later (BNPL) Regulation: Why greater clarity and consumer protection is vital for responsible debt recovery

    10/02/2025

    Urgent Need for Buy-Now-Pay-Later (BNPL) Regulation: Why greater clarity and consumer protection is vital for responsible debt recovery

    MALG CEO Bob Winnington is joined at the studio in London by Natalie Bunyer, Sales Director at debt collection agency ARC (Europe). Formerly Managing Director of Global Debt Recovery Limited, Natalie has built an impressive career in the credit and collections sector, with a particular focus on people, culture, and continuous improvement. She’s passionate about driving change in the industry through better training, development, and collaboration. From tracing and collections to navigating the complexities of FCA compliance, she has developed a wealth of knowledge that allows her to deliver innovative solutions and exceptional results. Natalie became a Fellow of the Chartered Institute of Credit Management (CICM) in 2022 and then joined its Board in 2023 before being appointed to its Advisory Council as a Consumer Credit Representative in 2024. In this capacity she supports the Institute’s mission to promote excellence and plays an important role in shaping the future of responsible credit management across the UK. She also recently joined a Cross-Government Debt Group focused on ‘Fairness Innovation’ as a key voice from the regulated debt collection space. At the core of Natalie’s approach to collections is trust, openness, and a commitment to the highest professional standards. This is why she feels strongly that Buy Now Pay Later (BNPL) lending is in urgent need of a regulatory framework, particularly when it comes to affordability and complaints handling. She talks to Bob about this – and more – in this insightful chat.

    23 min
  5. Regulation, Reform and Reputation – Shaping the future of debt purchase and collections

    09/02/2025

    Regulation, Reform and Reputation – Shaping the future of debt purchase and collections

    MALG CEO Bob Winnington is in central London for this podcast episode with someone who is familiar with the capital as a former MP, Shadow Chief Secretary to the Treasury and Shadow Chancellor: Chris Leslie. Chris became MP of Shipley, West Yorkshire in 1997 (think: D-Ream’s ‘Things can only get better’), but you can now often find him even further North in Newcastle, where the headquarters of the Credit Services Association (CSA) resides. He was appointed as CEO of the UK trade body for the debt purchase and collections sector in July 2020 at the height of the Covid-19 pandemic. Chris brings a unique blend of parliamentary experience, policy expertise, and sector engagement to his role, positioning the CSA as an authoritative voice for the debt collection industry. He works closely with government and regulators to shape and communicate public policy and promote high professional standards across CSA member firms and, under his leadership, significant progress has been made in both professionalisation of the sector and public understanding of it’s role in credit viability and debt resolution. In this episode, ahead of the CSA’s UK Credit & Collections Conference on 11 September 2025, he gives a ‘state of the nation’ update on the future of debt purchase and collections from a regulatory, political and industry point of view.

    36 min
  6. Hearts and Minds – Championing Financial Fairness through Leadership, Lived Experience and Human-Centred AI

    08/18/2025

    Hearts and Minds – Championing Financial Fairness through Leadership, Lived Experience and Human-Centred AI

    For this special episode of the Money Advice Liaison Group (MALG) Podcast - a special edition which has been recorded and can be watched here https://youtu.be/qm_Lo1PGn7k as well as listened to - MALG CEO Bob Winnington talks to Lee Healey. Lee started his career at the Department for Work and Pensions as a decision maker handling benefits and later worked as a benefits adviser and manager with the Disablement Association of Barking & Dagenham in his Essex homeland. He earned a certificate in Money Advice Practice and Debt Advice at Staffordshire University after founding IncomeMAX in 2009. Lee has built the Community Interest Company from the ground up, transforming it into a leading UK social enterprise that blends human-centred financial advice with AI-powered innovation. His commitment to helping vulnerable individuals and low income households claim every penny of support they’re entitled to has driven IncomeMAX to identify well over £50 million in new income for more than 150,000 households. But he doesn’t take all the credit himself – Lee publicly champions and recognises IncomeMAX’s 40-strong team for their hard work and dedication. As one of the top 100 influential people on LinkedIn and an expert guest on the Martin Lewis Money Show Live, BBC News, Sky News and Channel 5, Lee is recognised nationally for his influence and impact on improvements to the benefits system. He may have ‘old school’ values but he’s a true innovator, something which has seen him being shortlisted for AI Entrepreneur of the Year at the Great British Entrepreneur Awards 2025. Lee is also a passionate support of MALG as a former Board Member and now Ambassador. There wasn’t a dry eye in the house when he gave a post-pandemic closing keynote speech at the MALG Conference in 2022 entitled ‘Fighting for their Rights – A call to action for the money advice sector’, which is why we’ve invited him back to do the opening keynote at the MALG Conference 2025, which will be all about the evolving debt policy landscape. This episode is a pre-cursor to what he’ll be talking about at the conference because, let’s face it, we could listen to Lee talk passionately about what he does all day.

    29 min
  7. Future-fit credit information to support better outcomes for people and economies

    07/16/2025

    Future-fit credit information to support better outcomes for people and economies

    In this episode of the MALG Podcast, Bob Winnington is at the headquarters of the organisation that maintains the Register of Judgments, Orders and Fines to meet with its CEO Chris Dick. Registry Trust’s live data on monetary judgments, including CCJs, supports millions of lending and credit decisions in the UK & Ireland every year, helping to keep the economy moving and identify economic trends. Chris had a 20-year career at Barclays Bank followed by a stint at qualifications body AQA before joining Registry Trust in 2021 as its Director of Operations and stepping up into the role of Chief Executive in December 2024. Described by peers as inspiring, authentic, and passionate with a strong set of personal values, Chris is bringing these characteristics to leading the not-for-profit, purpose-led organisation into the future. At its recent 40th anniversary celebration, stakeholders were asked: ‘What does trust in public data mean in a digital-first world?’ and ‘How should the Register evolve to support better outcomes for people and economies?’ In this conversation, Chris answers these questions and explores what the future looks likes for this impartial and important source of credit information.

    26 min
  8. Closer to the customer: What we can learn from banking contact centre data about supporting those in debt

    06/18/2025

    Closer to the customer: What we can learn from banking contact centre data about supporting those in debt

    For this episode of the Money Advice Liaison Group (MALG) Podcast, CEO Bob Winnington travels to Sheffield to the headquarters of a major bank to meet with Isobel Crosse. Izzy started out her career in the debt sector in 2014 as a Performance Analyst at TDX Group, part of Equifax, where she put her BSc in Economics and analytical mind to work on government contracts. In less than six years, she had worked her way up to Head of Customer Experience, a newly created role in response to the 2020 pandemic, and was then promoted to Head of Strategy and Customer Experience three years later. In May 2024, Isobel moved from debt recovery and credit referencing into the banking sector as Head of Financial Care for Santander UK. She was named Vulnerability Champion of the Year at Credit Strategy’s Vulnerability Awareness Gala in 2023, and is also a trailblazer for financial education and inclusion, with a particular interest in women in financial services and leadership. In this insightful, behind-the-scenes chat, Bob and Izzy talk about the balancing act she currently faces of managing banking customer needs with what is considered, on paper, good customer outcomes in 2025.

    32 min
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Working together to improve the lives of people in debt.

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