Reporting on vulnerable customers

MARS provides always available, rich management reporting – just a couple of clicks away – plus detailed monthly reports and customer resilience certificates.

“The MARS vulnerability report provides valuable live data as to whether a client will get health-rated for life insurance and/or permanent health insurance. It also allows vulnerability tracking throughout the conveyance – which is vital under Consumer Duty.”

— Sam Whybrow CFP AFPS RLP, Chartered Financial Planner

Details matter. Little things can make big things happen.

Because MARS collects data in a sophisticated and detailed way, it can provide customer vulnerability reporting on another level.

Reports are always available, and users can drill down into data for specific vulnerability characteristics such as physical and mental health, wealth, life events (such as bereavement or divorce), the ability to understand financial conversations, the ability to engage and the person’s support network.

This enables firms to identify vulnerable cohorts and address any shortcomings – improving customer service, products and communications. The data is also suitable for both board reports and for regulators.

All MARS customers receive detailed monthly reports and individual resilience certificates are always available for all consumers.

Of course, we don’t know how you will use your data – but what we do know is that, without data, what you can do is limited. With good, solid, detailed and accurate data, you can improve and differentiate products, services, communications – and more. 

Financial firms – reporting for Consumer Duty

Under Consumer Duty, financial firms need to report on the outcomes of vulnerable cohorts compared to the resilient. MARS collates all the individual data so reports can be provided for Consumer Duty reporting for the FCA.

Utilities firms – reporting for PSR for Ofgem

MARS provides a PSR output for each consumer – and can provide collated reports by area and region, for reporting to Ofgem.  

MARS contains a powerful reporting suite, enabling you to quickly access a comprehensive range of information across a wide range of customer vulnerabilities.

Software and services to assess, identify, monitor, support and report on vulnerable customers

Assess • Identify • Monitor • Support • Report

  • “I am so pleased that I found the MARS system; I am very happy to be improving my client care and responsibilities.”

    — Danny Thomas, director, Clocktower Support

  • “Like everyone, I think I know my clients, but MARS highlighted some with significant vulnerabilities – clients with alcohol dependency issues, and clients who have had cancer. Those stood out, but there is a wealth of detail across the board. As much as you can ask all the questions and may be doing good fact-finds, the MARS assessment brought out information that I just didn’t know. MARS puts me in a far better position than before. I didn’t have any information like this, or evidence of client vulnerabilities.”

    — Paul Russell, chartered financial planner

  • “The MARS vulnerability report provides valuable live data as to whether a client will get health-rated for life insurance and/or permanent health insurance. It also allows vulnerability tracking throughout the conveyance – which is vital under Consumer Duty.”

    — Mike Kellett Cert PFS Cert CII(MP) Cert ReR, director, Forbes Consultancy

  • “Since using MARS, I have discovered more characteristics of our clients – even though I have known them for years. It also allows our business to give clients a platform to voluntarily let us know if they may be temporarily vulnerable, so we can meet their needs.”

    — Sam Whybrow CFP AFPS RLP, chartered financial planner

  • “This is a positive step forward in eliminating inconsistent outcomes and potential harm for consumers and ensuring that we always provide both the best advice and the best products for every client every time.”

    — Nici Audhlam-Gardiner, CEO, Foresters Financial UK

  • “The MorganAsh MARS tool offers firms an outsource capability and credible solution to achieve that aim and deliver proportionate support and fair outcomes.”

    — Jonathan Warren, head of innovation, Altus

  • “We are pleased to support MorganAsh to bring this intelligence and ongoing data monitoring to their innovative MARS platform. Both companies are well-aligned in our passion for delivering robust, high-quality solutions to help firms stay compliant and make better business decisions.”

    Alan Clay, LexisNexis Risk Solutions

  • “Integrating MARS is an exciting step in our journey to help us to build a complete picture of each client at outset and through their debt journey, as well as to report accurately on our findings. We’re thrilled to partner with MorganAsh for this project.”

    Emma Gibbons, PayPlan

  • “You were very, very kind. You have just been so nice compared to other people I have talked to. From one person to another, I really do thank you.”

    Vulnerable person helped by MorganAsh

  • “I’m very impressed and surprised. I wasn’t expecting the support aspect. Very helpful, thank you. I’m impressed by the idea of the meditation and will look into that, definitely. I’m impressed by your efforts.”

    Vulnerable person helped by MorganAsh

  • “The extra psychological and emotional support was invaluable. It meant I could offload less to those around me, and it made me emotionally stronger and more able to cope. Although it’s good to be getting back to life, I’m really going to miss those calls when they end.”

    Vulnerable person helped by MorganAsh

  • “The MorganAsh team was wonderfully friendly, calm and had a professional manner on the phone and also by email. They showed real empathy of the situation and were delicate in how they worded things. The team always carried through on their promises to email me or contact me to confirm arrangements.”

    MorganAsh Care Navigator customer

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