Where does the balance of responsibility lie between customers and firms?

A question often asked about vulnerability, is where does the responsibility of consumers and firms begin and end? This exclusive podcast, developed in conjunction with UK Finance and the Money Advice Trust for the new Vulnerability Academy programme looks at three main areas: - Responsibility of firms: What should we expect as a minimum from firms in terms of identification and support and is this being met? - Responsibility of consumers: Is it unreasonable to expect a consumer to disclose a vulnerable situation to a firm, rather than requiring a firm to identify this? - Digital vulnerability: Do digital platforms and banking apps require new thinking around consumer 'responsibility'? With exclusive podcasts comprising a regular component of the Vulnerability Academy curriculum (see below), this discussion is hosted by the Money Advice Trust's Vulnerability Lead Chris Fitch who is joined by: - Martin King, Head of Customer Vulnerability, Lloyds Banking Group - Helen Undy, Director, Money and Mental Health Policy Institute. - Jim Fearnley, Senior Policy Adviser for financial services, Macmillan Cancer Support.