Creating a truly inclusive society

How can we deliver fair, flexible services for all?

Date: 5 May 2022

Registration: 11:00

Time: 11:30 – 16:30

Location: The View, Royal College of Surgeons

Address: 38-43 Lincoln's Inn Fields, London WC2A 3PE

About the Conference

Delivering the greatest possible support to consumers in vulnerable situations has never been more important than it is in the current climate: 

• The cost of living crisis is deepening. People are struggling with the rocketing cost of energy, fuel, housing and food putting pressure on household finances, limiting the affordability of essential services. The Bank of England predicts the rate of inflation to reach its peak at over 7% by Spring 2022.
• The impact of Covid-19 has created and exacerbated vulnerability. In October 2020, the Financial Conduct Authority estimated that 53% of UK adults displayed one or more characteristic of vulnerability - a 15% increase on February 2020 figures.
• The transition to a green economy and the acceleration of new and complex digital products entering marketplaces is putting further pressure on consumers in terms of affordability and access, with many consumers in vulnerable situations at risk of exclusion or limited choice.

The BSI Consumer Forum Conference 2022 focuses on how new and emerging societal problems are challenging the capabilities of businesses and organisation across sectors to identify and support vulnerable consumers.

We are bringing together service providers from a range of sectors and experts from across the consumer protection landscape to share best practice approaches to delivering fair, flexible and inclusive services for vulnerable consumers.

We invite businesses, regulators, government, charities and all those at the forefront of empowering and protecting UK consumers to join the conversation and explore meaningful solutions that will protect vulnerable consumers now and in the future.

Please click here to view the agenda.

Learn more about our speakers here.

*We are sorry but registration for this event is now closed. 

Shani Dhanda is a multi-award-winning inclusion specialist and social entrepreneur listed as one of the UK's most influential disabled people by the Shaw Trust and BBC's 100 Women List 2020.

As a keynote speaker and practitioner for inclusion across business, government, non-profit and wider society, Shani helps organisations break barriers and integrate inclusion into their business frameworks.

As an influential woman in leadership, Shani has taken change into her own hands and founded numerous organisations to improve representation and challenge social inequality globally - Diversability, Asian Woman Festival, and Asian Disability Network.

Helping organisations deliver fair, flexible and inclusive services

Date: 5 May 2022

Registration: 09:00

Time: 09:30 – 11:00

Location: The View, Royal College of Surgeons

Address: 38-43 Lincoln's Inn Fields, London WC2A 3PE

What is this ISO about?

BSI invites you to the launch of the new international standard on Consumer Vulnerability. BS ISO 22458 Consumer vulnerability. Requirements and guidelines for the design and delivery of inclusive service defines good practice for the identification and support of vulnerable consumers, agreed by global experts, offering practical guidance that any service provider can follow.

This session introduces BS ISO 22458 Consumer vulnerability. Requirements and guidelines for the design and delivery of inclusive service, a new International Standard for Consumer Vulnerability, helping organisations deliver fair, flexible and inclusive services. This event will set out the key principles and objectives of BS ISO 22458 Consumer vulnerability. Requirements and guidelines for the design and delivery of inclusive service, explaining how adoption of this standard can offer valuable benefits for service providers and their customers.

This BSI-led initiative builds on the pioneering BS 18477:2010 Inclusive Service Provision, which was driven by UK consumer stakeholders. Since its publication, BS 18477 has been widely referenced by UK regulators and used by firms in regulated essential services (e.g. water, energy and financial services).

As consumer vulnerability became recognised globally as both a societal and business concern, exacerbated by the rapid growth of ecommerce, UK consumer stakeholders identified the need for an International standards solution to provide consistent support for vulnerable consumers around the world.

At our launch event, a panel of UK and International leaders from business, regulators and consumer organisations will explore how BS ISO 22458 Consumer vulnerability. Requirements and guidelines for the design and delivery of inclusive service has the potential to:

• Embed inclusive service principles throughout an organization, from senior management to frontline staff 
• Improve understanding of vulnerability and the impact it has on consumers’ lives  
• Help service providers to implement best practice in identifying and supporting consumers in vulnerable situations
• Help service providers to deliver a fair, flexible and inclusive approach based on real lived experiences
• Improve positive outcomes and minimise harm for vulnerable consumers

Please click here to view the agenda. 

Learn more about our speakers here.

*We are sorry but registration for this event is now closed. 

5 May 2022 at a glance

Location: The View, Royal College of Surgeons, 38-43 Lincoln's Inn Fields, London WC2A 3PE

Registration: 09.00- 09.30 for the BS ISO 22458 launch event and 11.00 – 11.30 for the BSI Consumer Forum Conference 2022.

09:30 - 11:00: BSI launch of BS ISO 22458 Consumer Vulnerability

Helping organizations to deliver fair, flexible and inclusive services

11:30 – 16:30: BSI Consumer Forum Conference 2022

‘Creating a truly inclusive society’

How can we deliver fair, flexible services for all?

Please take note:

The BS ISO 22458 Consumer Vulnerability launch event will precede the BSI Consumer Forum Conference 2022. You may register for either or both events by clicking on the ‘Register now’ button.

Registration on the day will be open from 09.00- 09.30 for the BS ISO 22458 launch event and 11.00 – 11.30 for the BSI Consumer Forum Conference 2022.

The day’s events will conclude with a drinks reception.

In collaboration with CPIN