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Old and vulnerable costumer at Santander desk
  • Case Study
    Health & Safety

Santander UK Advocates for the Protection of Vulnerable Consumers

The UK bank has demonstrated a commitment to accessibility and compliance to BS ISO 22458 by achieving the BSI™ Kitemark for inclusive service.


“Anyone can be vulnerable at any time, and we want to ensure that our services allow customers to bank in a way that works for them.” 

Dorothy Liviabella Head of Vulnerable Customer Strategy
 Consumers taking advice with a Santander agent
The People

Santander UK

Santander UK serves 14 million customers, 7 million of whom use their digital platforms, across 400 branches, as well as online and telephone services.

In 2023, they demonstrated their commitment to inclusivity and enhanced services with the BSI Kitemark™ for inclusive service, providing fair and flexible solutions for vulnerable customers.

The Challenge

Helping the most vulnerable consumers have confidence in trusted services when they need them most

Santander sought to validate progress through an independent body and against an internationally recognized set of standards, underpinned by the enhanced trust and quality of the BSI Mark of Trust.

Santander UK is committed to supporting customers based on their unique needs and developed and implemented a Vulnerable Customer strategy. Initiatives including a bank wide ‘tell us once’ approach to recording vulnerability needs, a supported banking proposition, increased colleague capability, and inclusive services such as 'talking' ATMs for the visually impaired and SignVideo for British Sign Language users, were delivered.

The Solution

With BSI certification, Santander UK has demonstrated it meets the stringent requirements of BS ISO 22458, validating its inclusive strategy.

Earning this mark not only showcases the organization’s commitment to increased accessibility but also demonstrates compliance with industry standards and regulations.

The BSI Kitemark™ for inclusive service has given Santander UK an additional tool to evaluate and independently assess customer outcomes. It is committed to reviewing services, developing solutions and assessing performance to demonstrate continuous improvement in all customer outcomes.

The Benefits

Organizations that display the Mark of Trust signal a commitment to excellence and inclusivity, assuring clients of their dedication to serving all.

Santander bank
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    Offer increased accessibility to ensure all customers can easily access services.

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    Compliance ensures adherence to industry standards and regulatory requirements.

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    Strengthened skills empower employees to better serve diverse customer needs.

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    Brand protection and trust are crucial for maintaining customer loyalty and reputation.

Consumer taking the money for shopping from the ATM

Continuing compliance

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 sustainable future.

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A Kitemark 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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