Inclusive Service Verification

Inclusive Service Verification demonstrates that your company is compliant to BS 18477 and provides an inclusive service that is available, usable and accessible to all consumers equally – regardless of personal circumstances.

How does the standard help vulnerable consumers? 

BS 18477 provides a framework to help organizations and their employees understand the underlying factors involved in consumer vulnerability, and work to develop processes to help with the problem. Inclusive Service Verification covers topics such as the identification of customer vulnerability, inclusive design of products and services and data collection, protection and sharing.

Increased accessibility

Focus on how services can be made available and accessible to all. Whether it be emphasis on using clear, concise language to help those with literacy/cognitive problems or providing multiple communication channels.

Strengthen skills

No business wants to cause its customers needless distress or difficulty. Staff morale and skill levels improve when they are equipped to help people. Employees should be authorized to exercise discretion in managing vulnerable customers, which can be rewarding and interesting.

Compliance

Demonstrate to your regulators that you anticipate and meet the needs of your customers. Win more business whilst increasing stakeholder confidence with the service you provide to all customers - regardless of circumstance. 

Brand protection

Avoid negative publicity as a result of getting customer service wrong. We’ve all seen newspaper consumer interest stories about elderly people being treated poorly by utility companies, or recently bereaved people given harsh treatment. While this level of service is seldom deliberate, having processes in place will help to prevent this damaging publicity.

To achieve Inclusive Service Verification, you’ll be assessed by one of our expert auditors against the BS 18477 standard.

This will include a two part assessment, both on-site audits.

Following a successful recommendation, you’ll be issued your verification certificate to demonstrate that your services are fair and accessible to all. Instil your clients with confidence.