Acre has integrated financial vulnerability assessments from Comentis into its mortgage platform to help brokers identify and support vulnerable customers.
The assessments will be available through Acre’s Client Portal and customer relationship management system, allowing brokers to act on identified concerns within the existing mortgage journey.
Comentis uses technology developed with mental health and psychology specialists to assess clients consistently and provide advisers with guidance on the next steps.
The assessments are triggered early in the client journey, before a case can progress. Acre said this would help brokerages and networks maintain an audit trail and demonstrate compliance with Financial Conduct Authority rules and the Consumer Duty.
Several networks and brokerages have begun adopting the assessments following their integration into Acre’s workflows, the companies said.
Reuben Thompson, vice-president of innovation at Acre, said: “Under FCA rules, brokers must assess vulnerability. In reality that means firms must have in place a clear, effective process that holds up under regulatory scrutiny.
“Comentis’ clinically validated vulnerability assessments are the industry gold standard and integrating their process into Acre’s Client Portal means our users will never miss this vital step when dealing with clients.”
Jonathan Barrett, chief executive at Comentis, added: “As the mortgage sector continues to strengthen its approach to Consumer Duty, firms are recognising the importance of having robust, consistent and evidence-based processes for identifying and supporting vulnerable customers.
“We’re delighted to be partnering with Acre, whose market-leading platform has enabled vulnerability identification to be embedded seamlessly into the adviser journey, making it easier for advisers to do the right thing for every client.”
“This partnership ensures that advisers can access clinically validated vulnerability assessments without disrupting the advice process.
“With assessments specifically designed for the mortgage and later life markets, firms can identify customer needs objectively, receive clear guidance on appropriate next steps, and evidence the actions they’ve taken to deliver good customer outcomes.”
