BSI Kitemark™ for inclusive service

Launched in 2023, the BSI Kitemark™ for inclusive service is a high-level certification, issued to businesses that have met strict criteria for protecting their customers when they are in vulnerable situations.

We can all become vulnerable at any time. This can be through disability, ill health, financial hardship, mental health problems, or life events such as relationship breakdown. Yet, with the right practices in place, being in a vulnerable situation doesn’t mean it has to be more difficult to make smart, informed choices.  

Through achieving the Kitemark™ for inclusive service, the organization has shown: 

• They provide services that are accessible to all.  Examples include materials in different formats such as braille or large text. 
• Their staff are trained to to identify and support customers in vulnerable situations
• They put inclusivity at the heart of their business, with a fair and accessible service for all being implemented at all levels across the organization. 
• They have met the criteria for BS ISO 22458, a British Standard for consumer vulnerability. 
• Where applicable, they are meeting the requirements of their industry regulator. This is because the Kitemark for inclusive service is aligned with the guidance of organizations including the FCA, Ofgem, Ofwat and Utility Regulator NI.