Creating an inclusive service for all

Creating an inclusive service for all

Introducing the BSI Kitemark™ for inclusive service 

Introducing the BSI Kitemark™ for inclusive service 

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Kitemark™ for inclusive service
Kitemark™ for inclusive service 
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New guidance to help organizations identify and meet the needs of vulnerable customers

As the COVID-19 pandemic has demonstrated, we can all become vulnerable at any time. Ill health, financial hardship, mental health problems or life events such as relationship breakdown can impact anyone, at any time. As consumers, that vulnerability makes it so much harder to make smart, informed choices.

BS 18477 Inclusive Service Provision helps organizations identify and meet the needs of vulnerable customers. In 2022, a new international standard, BS ISO 22458:2022 was published, developed from this ground-breaking British standard. In line with the standard, BSI has introduced the Inclusive Service Kitemark to help organizations demonstrate their commitment to vulnerable consumers.





Want to know more about this Kitemark?

Our Kitemark schemes for inclusive service can provide the following:

  • Increased accessibility - Focus on how services can be made available and accessible to all. Whether it be an 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 - BSI has been working collaboratively with key sector regulators to ensure that the new Kitemark requirements align to their guidance, and licencing rules and codes of practice. This includes the FCA Consumer Duty, which sets higher and clearer standards of consumer protection across financial service as well as the key regulatory requirements of Ofgem, Ofwat and UREGNI.

  • 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.