This is due to the settings on your laptop/ PC. In order to link this, you must update your default email account in your PC’s account settings.

We currently have a 98.8% Assessment completion rate across all clients.

Yes, each individual client will need their own client file created in order to be sent an individual client assessment link to assess for vulnerability. This is, however, often using the same email address.

A vulnerable circumstance refers to any factor that could potentially lead to an individual being vulnerable e.g. if the individual is hard of hearing but they are not wearing a hearing aid; if the person has poor mobility but there isn’t a lift to get upstairs; or if information is given in English but this is not the individual’s native tongue. An actual vulnerability, however, considers a person’s circumstances surrounding the specific factor and whether it is impacting a client. It’s important to acknowledge and evidence both vulnerable circumstances and the impact they may or may not be having on a client.

Once your client has completed a paper version of the assessment, you will then need to manually input the data into the system. This can be done by clicking’ Start Now’ once in the Assessment section of the client file and completing the assessment based on the answers provided. The report will then be automatically generated as normal, and any necessary entries can be made in the Intervention Log. To ensure accuracy on the second part of the Assessment, the ‘transcribe results’ option will bring up gradations which align to those on the paper assessment.

Although a rare occurrence, if a client refuses to complete an assessment, our guidance is to make a clear note of the situation, follow your usual process and if any potential vulnerabilities are identified, making a note of those.

An Assessment takes, on average, 3-5 minutes to complete.

It's not possible to go back during the assessment, as with many of the features, they have been built into the assessment to ensure consistency and accuracy from a clinical testing perspective. If running through the assessment with a client, there is an option to ‘void assessment’ and restart, but if sent digitally to the client there is no option for them to do so.

To add a new user onto the Comentis platform, whilst on the Comentis homepage, click ‘Create New User’. A new window headed ‘Add new client’ will then appear. Once prompted, enter the required information about the client (Name, DOB and reference number) - you’ll also be able to amend the client owner if required. Finally, click ‘Save’.

Super Admin – top level, full visibility, and can change all users access levels Admin – same as above but cannot change user levels (can see all users and clients in system) Practitioner – this is the adviser level, can see only their own clients and their own analytics Practitioner support – for admin/support staff, can see all clients across advisers in their user group but no access to analytics.

This issue usually occurs when only half of the Assessment has been sent to the client. When sending an Assessment out, please ensure both boxes (as shown below) are ticked in order to send the complete Assessment.

In order to re-set your password, simply click ‘Reset Password’, this will then automatically generate a reset password email to be sent directly to you. The link will then prompt you to head back to the platform where you will have the ability to update your password. You can then log in using your new password.

XPLAN You can launch Comentis from the third party part of Xplan, and can use the 'search crm' function in Comentis to connect the two systems. From here you can access the client data from XPlan to save the client in Comentis. Once generated, reports will be saved in the 'Notes' section of XPlan and will save 2 reports automatically. 1 - when a client completes the assessment and 2 - when adviser has made an entry in the Intervention Log. It will also automatically trigger a client's vulnerability flag, stating 'yes' or 'no', to whether or not the client is vulnerable. (XPlan integration is currently only available for the wealth platform) IO Comentis have an app on the IO store, once installed it is installed company wide and allows users to launch into Comentis from the ‘client actions’ section of their page in IO. This automatically populates the client data into Comentis (or goes to their details if already added to Comentis) - from here you can launch assessments and access the Intervention Log. IO records can also be accessed and populated using the search CRM function in Comentis. After an assessment is complete, the report is automatically uploaded to the document section of the client file in IO. This is re-saved every time a change is made within the Intervention log. We are currently working on building out additional CRM integrations, and will keep our clients posted on their development.

It depends on the nature of the request. As a data processor to your organisation, should you request that we delete all of your information, we can do that. It is a technical procedure and is only available to us. However, if you are passing on a request from your client after a ‘right to erasure’ request, you can argue that you have a legitimate need to keep the data to comply with FCA regulations (and ultimately it may be used in a legal defence should a complaint be taken to the FCA / FOS).

You can access the Comentis platform through any web browser, by following the link below and logging in with your credentials. If you are yet to be set up, this can be done by one of your colleagues or by contacting Comentis support. https://app.comentis.co.uk/login

The assessment can be completed in a number of ways: - online (often sent to the client via an email link), - face to face or - paper based. The digital assessment is compatible with almost any device, so can be completed on a phone/tablet/PC etc.

All existing clients should be assessed annually. New client should be assessed during the ‘Fact Find’ process of onboarding. By assessing all clients, it ensures both consistency and objectivity across the board, and will help identify the harder to spot vulnerabilities. Importantly, by assessing annually, it will enable you to evidence vulnerability at point of advice.

The end client, although any answers for the first half of the assessment may be populated by the adviser (this is useful to avoid sensitive questions that the adviser already knows the answer to e.g. a recent bereavement). The second half of the assessment, however, must always be completed by the client themselves. The most common approach is that the entire assessment is sent to each client, but the other options do exist to support in other circumstances.

In the client facing end of the platform, the assessment is called a 'Financial Wellbeing Assessment' and that is the approach we recommend to our clients (and has received great feedback from end users too). We recommend explaining that it is a means for you to continually understand any existing circumstance/what is going on in your clients life at that point in time, in order to help you to provide the best level of care/support that you can to them. It is often worth stressing there are no right or wrong answers and it is worth making it clear to clients that it will have no bearing on the availability of products/how much they can lend etc.

Once an Assessment has been completed by a client, it is then time to discuss this with them, and understand whether the identified circumstance is having an impact, and therefore making them vulnerable. From here, it is vital that you then log the reasoning behind your decision and any support provided in the Intervention Log.

The report is generated using a combination of answers, so there is no clear straight line between any one specific answer and the results of the report. If the answers were shown it would identify the process in which the results are generated, and therefore would give away our intellectual property.

Once an Assessment has been completed, a report will automatically be generated, based on the output of that Assessment. Whilst the direct answers of the Assessment cannot be seen, each factor identified by the report is generated based on a combination of all answers provided. The report can be found under the ‘client actions’ section on a client's file.

A vulnerability register can be generated by running an ‘Interventions and Outcomes’ report based on the desired company and timeline parameters. Once visible, there will be an option to download a CSV, and this will populate the vulnerability register.

No, the analytics will not be incorrect. The analytics only focuses on the last assessment completed as it shows client data and not assessment outcomes except for the Usage Report (i.e. if one client has two assessments, it will only show the latest assessment results in the Potential Vulnerabilities and Interventions & Outcomes reports).