Support services provider MorganAsh is urging financial services firms to strengthen how they evidence outcomes for vulnerable customers, as regulatory scrutiny of Consumer Duty board reports intensifies ahead of July’s reporting deadline.

Support services provider MorganAsh has welcomed Carer UK’s new Building Carer Friendly Communities blueprint as an important step forward towards improving support for millions of unpaid carers, but warns of a missed opportunity to address the role that financial services firms must play in identifying and supporting carers as vulnerable customers.

New data from the MorganAsh Resilience System (MARS) reveals how key sectors are performing against FCA benchmarks for vulnerable customers, with firms using digital customer vulnerability management reporting a higher proportion of vulnerable customers than those using initial manual methods.

Support services provider MorganAsh warns of the increasing risk of AI-enabled customer vulnerability fraud, calling on firms to strengthen processes and move beyond reactive approaches to identifying and managing customer vulnerability.

Pension schemes looking to deliver the FCA’s targeted support will fall short unless they first address significant gaps in how they identify and manage customer vulnerability, support services provider MorganAsh has warned.

Customer vulnerability specialists MorganAsh have welcomed a joint statement from the FCA and the Information Commissioner’s Office (ICO) reiterating that data protection rules do not prevent firms from collecting, recording and sharing customer vulnerability data.

Customer vulnerability specialists MorganAsh have launched a vulnerable customer calculator to enable financial services firms to better understand the likely scale of vulnerability across their customer base.

Customer vulnerability specialists MorganAsh have welcomed a recent intervention from the FCA, calling for firms to be proactive when identifying and managing customer vulnerability.

Financial services firms are failing to identify customers experiencing domestic and economic abuse, leaving many without appropriate support, warns vulnerability specialist and support services provider MorganAsh.

Financial Reporter spoke to Andrew Gething, managing director of MorganAsh, about the progress of financial services in embedding the principles of Consumer Duty, how firms can improve their understanding and monitoring of vulnerability, and what ‘good’ looks like when it comes to supporting vulnerable customers.

MorganAsh, a vulnerability specialist and support services provider, has launched a new gap analysis service to help firms assess how their current approach to customer vulnerability management aligns with new benchmark guidance.

Firms looking to offer the FCA’s new targeted support must not neglect the customer vulnerability requirements of Consumer Duty, MorganAsh warns as the regulator confirms the proposals will go ahead and take effect from April 2026.

Financial services firms must urgently review their IT systems and processes for managing customer vulnerability, experts warn as new independent guidance sets higher standards and is adopted by the Financial Ombudsman Service (FOS).

In a customer vulnerability first, MorganAsh and PayPlan won two joint awards from the Collaboration Network, for their collaborative work managing vulnerable customers. 

New guidance from the Chartered Insurance Institute (CII) and Personal Finance Society (PFS) released this week, “significantly moves the dial” on vulnerable customer management in the insurance and personal finance sectors, says leading customer vulnerability firm MorganAsh.

MorganAsh, the leading support services provider to the financial services and utilities sector, has added a major upgrade to the algorithms behind the MorganAsh Resilience System (MARS) to better record, measure and support clients with multiple vulnerabilities.

Consumer champion and industry veteran Johnny Timpson OBE has urged the utilities sector to radically improve how it identifies and supports vulnerable customers – calling on firms to go beyond regulatory requirements to provide better and more targeted support, and unlock key commercial benefits.

PayPlan, a leading UK provider of debt advice and support, has announced successful results from its partnership with support services provider MorganAsh – with the adoption of the MorganAsh Resilience System (MARS) delivering improvements in identifying and supporting vulnerable customers – and generating deeper management information.

New vulnerable customer data from the MorganAsh Resilience System (MARS) has revealed that caring responsibilities are one of the most common life events experienced by consumers.

The release of the FCA’s latest Financial Lives survey, which found that 49% of UK adults have one or more characteristic of vulnerability, demonstrates the pressing need to understand customer vulnerability, argues specialists MorganAsh.