BSI Consumer Forum Conference 2022

Creating a truly inclusive society

How can we deliver fair, flexible services for all?

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 focused on how new and emerging societal problems are challenging the capabilities of businesses and organisation across sectors to identify and support vulnerable consumers.

Please click here to learn more about our keynote speakers.

Please click here to see the agenda.

Please click here to see the summary of the consumer forum conference.

Please see the speakers' presentations below.

• Supporting vulnerable clients post-covid - Shani Dhanda, Multi-award-winning innovative inclusion specialist and social entrepreneur
• How have world events affected people living with cancer as potentially vulnerable consumers? - Leo Miles, Financial Services Policy Manager, Macmillan Cancer Support
• Money and Mental health Policy institute - Conor D’Arcy, Head of Research and Policy, Money and Mental Health
• Setting the scene - ISO 22458 in a nutshell - Julie Hunter, Chair, Consumer and Public Interest Network (CPIN)
• How can businesses deliver meaningful support for vulnerable customers? - Catherine Rutter, Director of Group Vulnerability, Lloyds Bank
• Providing meaningful support for our customers. - Cath Owston, Executive Director Customer Experience Yorkshire Housing
• Supporting vulnerable consumers - Diarmuid Cowan, Vulnerability Lead

Part 1:Welcome and opening remarks - chair's interview 2022

Part 2:Protecting vulnerable consumers in society - Shani Dhanda

Part 3:Panel discussion and Q&A

Helping organisations deliver fair, flexible and inclusive services

What is this ISO about?

BSI launched 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 introduced 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 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 explored 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 learn more about our keynote speakers.

Please click here to see the agenda.

Please click here to see the summary of consumer vulnerability launch.

Please see speakers' presentations below.

• Journey from  BS 18477 to BS ISO 22458- Michael Hill, ISO PC 311 Convenor and Civica
• A Global Approach to Consumer Vulnerability- Sadie Dainton, BSI Senior Consumer Policy Manager ISO COPOLCO Chair
• Introducing BS ISO 22458: Consumer Vulnerability- Julie Hunter, CPIN Chair & ISO 22458 Project Lead
• BS 18477: 2010 SSEN journey- Julie Walker, ED2 Consumer Vulnerability Mobilisation Manager
• The Consumer Council for Northern Ireland and BS ISO 22458: Consumer Vulnerability- Peter McClenaghan, Director of Infrastructure and Sustainability
• Inclusive and Accessible Services Transitioning from BSI 18477 to ISO 22458 Water Provision Kite- Mark Andy Clowes, Head of Customer Experience and Strategy

Part 1:Welcome and introductions-journey to BS ISO 22458

Part 2:Introducing BS ISO 22458-panel discussion and Q&A-closing remarks

In collaboration with CPIN