Consumer resources

Consumers and standards

Find out how standards benefit consumers and why it’s vital that the consumer voice is heard in standards development. We explain the role of CPIN and the BSI Consumer Forum, and how to get involved.

Coming soon

Consumer protection

Standards are an essential part of the consumer protection toolkit. Find out how standards fit into the big picture and how we work with government, enforcement agencies, regulators and others to empower and protect consumers.

Consumer safety

Consumers have a right to expect that the products and services they use are safe. Standards complement the strong regulatory framework that exists in the UK.

Find out how CPIN addresses safety issues across a wide range of products and services and plays a vital role in enhancing consumer protection minimizing the risk of harm.

Consumer vulnerability

Anyone can be vulnerable at any time and it is important that organizations are able to recognize and support those who may be vulnerable. Inclusive design and fair and flexible service are key. Find out how CPIN works with regulators, businesses to raise awareness of vulnerability and how it contributes to standards to improve positive outcomes for people in vulnerable situations.

Digital

We live in an increasingly digital world. Many aspects of our daily lives are affected by digital technology – from smart homes, domestic appliances, toys and watches, to mobile phones and our interactions with organizations.

Find out how CPIN addresses digital issues in standards to unlock benefits for consumers but also protect privacy and security.

Services

We all use services every day, from healthcare and financial services, to utilities, entertainment, travel and tourism. Services are vital to consumers and the economy, but they are evolving fast as global markets and digital technology increase.
Find out how CPIN works to improve customer service, provision of information and effective complaints handling in a wide range of services.

Building ethics into standards

Standards play a vital role in improving consumer outcomes, by detailing good practice for organizations to follow.

They help build ethical behaviour into all aspects of their business, to secure consumer trust and avoid reputational damage through poor practice.

Sustainability

Coming soon

Adventurous activities

Adventurous activities abroad – such as school field trips, gap years, volunteer trips and charity challenges – are supposed to be educational and fun. But if they are not managed effectively it can lead to serious injuries or loss of life.

Find out how BS 8848 helps organizers of adventure travel to identify and manage risks, keeping participants safe.

Children’s playgrounds

Playgrounds are an important part of childhood, providing adventure, exploration and fun. But it is essential that they are managed carefully, to maintain risks at an appropriate level.

The BS EN 1176 series spells out good practice in the design, manufacture, installation and maintenance of playground equipment in public spaces.

Customer service

Find out how the British Standard for customer service, BS 8477, can help companies to deliver a consistently high level of service, which can keep their customers happy and loyal to the brand.

Complaints

Organizations make mistakes, but how they deal with problems can make the world of difference. Find out how BS ISO 10002 can help companies to improve the way that they handle consumer complaints and boost customer satisfaction.

Data protection

Enormous amounts of personal information are collected from consumers when they interact with businesses. Find out how BS 10012 can help organizations to collect and manage personal data safely and securely.

Dementia-friendly communities

Almost one million people in the UK live with dementia. PAS 1365 aims to help improve the quality of life for people with dementia. It provides guidance for individuals, local businesses and organizations on how to work together to create dementia-friendly communities.

Furniture Removal

Moving house can be a stressful time - but consumers can feel reassured of good service if they use a company that follows the British Standard, BS EN 12522.

Online reviews

Consumers spend billions of pounds on goods and services each year, influenced by online reviews. So, it is important that they can be trusted. BS ISO 20488 Online Consumer Reviews details good practice for the collection, moderation and publication of reviews, helping organizations to stamp out fake reviews and build consumer trust.

Inclusive service provision

Find out more about the British Standard for Inclusive Service (BS 18477), which helps companies to provide fair and flexible services that meet the needs of all consumers, including those who may be vulnerable.

Packaging - Child resistant

To keep children safe from harm it’s important that they are unable to access certain products, such as medicines and cleaning products. Find out how a range of standards specify requirements for child resistant packaging.

Packaging - Ease of opening

It is important that people with reduced mobility and strength (e.g. arthritis) are able to open products, such as medicines. A European standard (CEN TS 15945) specifies requirements for packaging that is easier to open.

Personal care robots

Robots can provide valuable care and support, allowing people to live independently at home for longer. However, as robots come into closer contact with humans it is essential that all potential risks have been addressed.

Find out how international standard BS EN ISO 13482 aims to minimize consumer harm by making sure robots are designed, built and used safely.

Scuba diving 

Organizations make mistakes, but how they deal with problems can make the world of difference. Find out how BS ISO 10002 can help companies to improve the way that they handle consumer complaints and boost customer satisfaction.

Social responsibility

Ethical behaviour and social responsibility are increasingly important to consumers, influencing their choice of manufacturers and services providers.

ISO 26000 provides guidance to businesses on how to improve their social responsibility, protect the planet and the people who live on it.

Toys

Playing safe: How the British Standard for toy safety (BS EN 71) makes life safer for families.

Web accessibility

Websites should be easy to access and navigate for people with a wide range of needs and abilities. Find out how the British Standard for web accessibility (BS 8878) makes life easier.