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The New Inclusive Service Kitemark™ - Smiling female customer service representative wearing headset using computer at desk in office
  • Impact Story
    Health & Safety

Committed to Supporting Vulnerable Customers

Our Kitemark™ for inclusive service is helping organizations globally showcase ongoing commitment to creating a fair, flexible, and inclusive society.

“Amid the cost-of-living crisis, and the growing number of vulnerable adults, protecting vulnerable consumers has never been so critical.” 

Natasha Bambridge Global Consumer Promise Director, BSI
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The People

Putting compassion first

The first nine organizations to receive the BSI Kitemark™ for inclusive service

To prove organizations understand the impact of consumer vulnerability and can proactively address it, organizations in every sector must demonstrate a consistently inclusive approach - one which encourages and rewards ongoing compliance.

The Challenge

Empowering vulnerable people and communities with compassionately inclusive service

Society has greater responsibilities towards its most vulnerable members. Diversity, Equity and Inclusion (DEI) should be at the heart of this

Anyone can become vulnerable at any time, whether through ill health, financial hardship, mental health challenges, or life events like relationship breakdowns.

The right practices need to be in place so that the vulnerable are empowered by organizations providing essential services to make informed choices, ensuring the best outcomes for everyone regardless of their personal circumstances.

The Solution

A best practice Kitemark™ for customer care, helping those most in need

To help consumers have confidence in trusted services when they need them most, BSI created the Kitemark™ for inclusive service scheme

To become certified, organizations must prove they can identify customer vulnerability, and can design and deliver their services inclusively to vulnerable consumers.

Consumer Vulnerability (BS ISO 22458) also defines best practice around the adoption of AI, data collection, protection and sharing. In January 2023, nine organizations became the first to achieve BSI certification.

The benefits

Organizations can showcase their inclusive service practices through becoming Kitemark™ certified. The benefits include:

The Kitemark™ for Inclusive Service  - Senior couple using a phone to search the internet together on the couch at home
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    Compliance with key sector regulators such as Ofgem, Ofwat, and FCA

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    Reduced likelihood of negative publicity or regulatory fines

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    Increase in staff morale and skill levels

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    Competitive advantage through brand protection and consumer trust

A difference-making solution to reaching vulnerable consumers

There are many ways organizations see the positive impact certification brings, including:

  • Understanding

    Identify customer needs and deliver appropriate journeys; securely collect and share data

  • Diversity

    Meet a diverse range of consumer needs while simplifying information provision

  • Equality

    Give people informed choices to guide appropriate decisions and achieve positive outcomes

  • Inclusion

    Products and services designed to help everyone and strengthen organizational resilience

“It's encouraging for both our employees and customers to be recognized by BSI for the work we do to provide an inclusive and flexible service.” 

Louise Jones Social Obligations Manager, Scottish & Southern Electricity Networks
The New Inclusive Service Kitemark™ - Friendly woman in call center service talking with costumers by headset
Why BSI?

Continuing compliance

For more than 120 years, the BSI Kitemark™ has been recognized as a symbol of outstanding quality, safety, and trust across a wide range of products and services.

As an agent of positive change, BSI is committed to shaping standards that build a better world for everyone. By empowering communities to be more resilient, we want to bring about solutions to accelerate progress towards a more sustainable future.

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A Kitemark certification with inclusivity at its heart

Learn how organizations on a mission to help their most vulnerable customers were supported by BSI

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