A mortgage intermediary has rolled out a new technology provided by specialists in understanding capacity to improve its ability to identify and better service vulnerable customers.
Mortgage Advice Bureau (MAB) has introduced a Financial Vulnerability Assessment Tool across its broker network, described as ‘key to helping MAB ensure we continue to meet the Consumer Duty requirements’ by MAB Group Chief Risk Officer Paul Gill.
The Financial Vulnerability Assessment Tool has been developed by Comentis, a duty of care assessment company launched by Jonathan Barrett and Tim Farmer in 2021. The service says it combines technology with clinical expertise to identify vulnerable customers. The roll out to the broker network from August 2025 follows a successful four-month trial.
Gill said:
“We’re excited to be implementing the Comentis tool across MAB. This development is key to helping MAB ensure we continue to meet the Consumer Duty requirements. It’s also testament to how we’re adapting the way in which we better support both customers and advisers, particularly when it comes to identifying vulnerability.”
MAB, which has more than 2,000 advisers offering mortgage, protection and general insurance advice on a local, regional, and national level to consumers, both face to face and over the phone, adds the introduction of Comentis’s tool ensures a consistency of approach across their network and provides advisers with ‘clear information/data to enable them to offer tailored support to customers’.
Jonathan Barrett, CEO of Comentis, commented:
“Following a successful trial, we’re delighted to be supporting Mortgage Advice Bureau with the implementation of our tool.
“The mortgage sector has a vital role to play in safeguarding vulnerable customers, particularly as regulatory focus continues to increase, especially around identification, support and data. Implementation of this tool is a significant step forward in ensuring mortgage intermediaries meet these crucial obligations, ensuring that vulnerable customers receive the support they need and deserve.”
