Support vulnerable customers

MARS provides actionable next steps when vulnerabilities are identified, including practical help from both third parties and our own nurse team.

“The service has been amazing, from the initial support received from an in-house nurse, to being referred to a specialised mental-health therapist. The battle with depression has been very difficult but MorganAsh has helped me every step of the way.”

— Vulnerable customer helped by MorganAsh

Because simply knowing isn’t always enough

It makes good business sense to help vulnerable customers – as well as being the right thing to do. When a vulnerability is discovered, what do you do next? MARS includes a range of ‘treatments’ – next steps which are automatically recommended as required. These treatments and their triggers are configurable for each firm – and can be set to trigger depending on the product or service. To help new customers, we provide a set of initial treatments.

Real-time training

There are multiple options for treatments – and each firm will have its own vulnerability policy, setting out when these should be triggered for different products and services. Training customer-facing staff on every single treatment, especially when many may only be used infrequently, is not cost-effective. MARS is effectively a real-time training system, delivering relevant information at the time of need.

More than a software company

MorganAsh has twenty years’ experience in helping vulnerable people and offers a range of well-being services to enable people to cope with difficult times or get their lives back on track. The combination of automatically offered treatments and MorganAsh’s nurse-led well-being services provide a vulnerable customer support solution which we believe is second to none. We can also provide a mental capacity test where this may be in doubt and connect firms to solutions such as translation services to overcome communications issues. (Additional costs apply for some services.)

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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