Starting a conversation about vulnerability with a customer can be difficult. Staff need to know what they are trying to identify and how they may be able to support a customer’s set of circumstances.

Our exclusive podcast, developed in conjunction with UK Finance for our joint Vulnerability Academy looks at three main areas for firms to consider:
- Identification - why does identification matter when it comes to vulnerability and who/what are we trying to identify?
- Engagement - how do we move the conversation from identification to support?
- Support - what support that can be given to people in vulnerable situations and where does the responsibility of firms end?

Podcasts comprise a regular component of the Vulnerability Academy curriculum. In this discussion the Money Advice Trust's Vulnerability Lead Chris Fitch is joined by:
 
- Debbie Gill, Specialist Support Team Manager, Vanquis Bank.
Morven Lean, Programme Partnerships Officer at the Alzheimer’s Society.
- Dan Clarke, Vulnerable Customer Specialist at Monzo.
- Caroline Wells, Customer Service Expert at the Money Advice Trust and founder of MeIncluded.

Vulnerability: identification and support

Welcome to the Vulnerability Matters podcast from the Money Advice Trust. A series that examines from a range of perspectives how firms are supporting consumers in vulnerable situations.