PayPlan has reported significant improvements in identifying and supporting vulnerable clients following its adoption of the MorganAsh Resilience System (MARS).
The debt advice provider, which helps people manage debt through solutions such as debt management plans and individual voluntary arrangements, said the partnership has enhanced its ability to detect and respond to client vulnerabilities while generating deeper management insights.
MARS uses a structured digital assessment to identify the type and severity of vulnerability and suggest appropriate next steps. PayPlan said the approach has encouraged more honest disclosure from clients by reducing the pressure of face-to-face discussions, while also improving scalability and consistency in assessments.
DEEPER ISSUES
Before introducing the system, 54% of PayPlan’s clients disclosed a vulnerability beyond financial difficulties. The new process identified 92% as vulnerable and a further 7% as potentially vulnerable. This, PayPlan said, has allowed it to uncover deeper issues such as mental health problems, compulsive behaviours, relationship breakdowns and the risk of homelessness.
Emma Gibbons, vulnerability lead at PayPlan, said: “Using MARS helps clients feel more comfortable when sharing personal information. By reducing the pressure of face-to-face disclosure, we get a fuller, more honest picture of a client’s situation – without stigma.”
She added that the collaboration had enabled PayPlan to refine its questioning, particularly around sensitive issues such as addictive behaviours or domestic abuse, and that concerns about clients refusing to answer difficult questions had proved unfounded.
Andrew Gething, managing director of MorganAsh, said: “Since adopting MARS, PayPlan has seen tremendous results. Building on their deep knowledge and expertise, the platform has enabled PayPlan to build a complete picture around each consumer, understand their needs and provide meaningful support.”
He added that access to richer management information allowed firms to assess outcomes and identify areas for improvement, praising PayPlan for “going the extra mile” for its clients.
PayPlan said its approach went beyond compliance with the Financial Conduct Authority’s Consumer Duty requirements. “We see Consumer Duty not as the end goal, but as the baseline,” said Gibbons.
“Our ambition goes beyond meeting regulatory requirements. We aim to deliver meaningful, long-term outcomes – and build financial resilience for clients.”
MorganAsh’s MARS platform is already in use across financial services and utilities, providing firms with a standardised method to identify vulnerability and produce an objective resilience rating, similar to a credit score.
As part of their partnership, MARS users can refer customers with debt issues directly to PayPlan for advice. While many of PayPlan’s services are free, set-up or management fees may apply.
