Through the knowledge and skills I developed over the course of the Academy, I was able to secure a role within the Vulnerability team at UK Finance and am now part of the Personal Banking team at UK Finance, with a particular focus on Third Party Access & Mental Capacity.

The Vulnerability Academy delves into the FCA's Vulnerability Guidance FG21/1 and Consumer Duty FG22/5 over a period of six months. Whilst the course may seem targeted towards those in consumer-facing roles, or those working specifically in Vulnerability teams, my experience was very different. Despite working in financial crime policy within a member-facing organisation at the time, several of the themes discussed throughout the Vulnerability Academy resonated with me. Vulnerability plays a role across disciplines and should be considered at every stage: whether this means greater collaboration across teams to deliver good consumer outcomes, understanding the key drivers of vulnerability, or designing products and services which avoid potential harmful impacts – these can all be applied to different business areas and should not be overlooked.

I found the variation in content engaging and impactful, with a range of speakers and inclusion of real life examples and lived experiences. From understanding customer needs, to communication and engagement, and product design, the course analyses the skills and capabilities required to support vulnerable customers in depth. The half-day sessions made it easier to balance the Academy alongside my full-time role, compared to taking out an entire day for a session. The coursework was thought-provoking and the Money Advice Trust leads were always on hand to support and answer any questions.

Engaging with a range of organisations, both within financial services and beyond, provides a much-needed insight into differing perspectives, and invites us all to reflect on our organisation's approaches to treatment of vulnerable customers, and the role we play in preventing harmful impacts upon consumers.

I'd strongly recommend the Vulnerability and Consumer Duty Academy to anyone who has not yet attended, and hope you complete the course having gained as much from the experience as I did.