Navigating Rising Interest Rates: Safeguarding Consumers, Mitigating Risk, and the Role of the BSI Inclusive Service Kitemark™

The Impact of Rising Interest Rates on Consumers: 

The gradual increase in interest rates directly affects consumers, particularly those with variable rate mortgages and outstanding loans. Escalating rates result in higher monthly mortgage repayments, placing an increased financial burden on homeowners. Individuals with adjustable-rate credit cards or personal loans may also face greater interest charges, potentially impacting their ability to meet other financial obligations. 

With a focus on vulnerable consumers, such as those with low incomes or facing financial difficulties, banks and mortgage lenders must be proactive in addressing their needs. Failure to provide appropriate support and fair treatment can lead to financial distress and potential hardships, putting financial institutions at risk of negative PR and compensation claims like the PPI scandal. 

Implementing BS 22458: A Framework for Consumer Protection:

To ensure consumer protection and fair treatment, financial institutions can turn to BS ISO 22458:2022, a comprehensive code of practice developed by BSI. This standard guides banks and mortgage lenders on identifying and supporting vulnerable consumers, stressing the importance of tailored solutions based on individual circumstances.

Implementing BS ISO 22458:2022 enables banks and building societies to establish robust policies and procedures. These measures allow them to identify vulnerable consumers effectively, offer suitable support and guidance, and ensure fair treatment throughout the customer journey. By adopting this proactive approach, financial institutions can not only safeguard consumers but also take steps to avoid negative PR and compensation claims associated with past misconduct.

The Role of the BSI Inclusive Service Kitemark:

Going one step further than BS ISO 22458:2022, the BSI Inclusive Service Kitemark serves as a certification that recognizes organizations committed to providing inclusive and accessible services. It signifies that financial institutions have met rigorous criteria aligned with best practices, alongside a plan for continuous improvement. By adopting the BSI Inclusive Service Kitemark, banks and mortgage lenders demonstrate their dedication to ensuring fair treatment for all customers, especially vulnerable individuals. This certification showcases their commitment to maintaining high service standards, establishing transparent communication channels, and continually improving processes to meet evolving consumer needs.

In summary

As interest rates rise in the UK, banks and mortgage lenders must prioritize consumer protection, especially for vulnerable individuals. Implementing standards such as BS ISO 22458:2022 and adopting the BSI Inclusive Service Kitemark can play a vital role in safeguarding consumers and mitigating risks.

By demonstrating their commitment to fair treatment and proactive support, financial institutions can make strides to avoid negative publicity and compensation claims similar to the PPI scandal. Santander, PayPlan and Advantis Credit’s adoption of the BSI Inclusive Service Kitemark exemplifies leading examples of financial service organizations taking proactive steps to protect vulnerable consumers and ensure best practices are upheld.

If you're interested in BS ISO 22458:2022 and want to know more about the process of achieving a BSI Inclusive Service Kitemark, please register your interest below and we'll get back in touch with you.