Embracing the Inclusive Service Kitemark

Embracing the Inclusive Service Kitemark

Meet the FCA guidance for consumer vulnerability

Meet the FCA guidance for consumer vulnerability
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Embracing the Inclusive Service Kitemark to meet FCA guidance for consumer vulnerability
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logos (1).jpgUnlock Certified Provision for Vulnerable Customers

At any moment, anyone can find themselves in a vulnerable situation due to disability, ill health, financial hardship, mental health challenges, or life events like relationship breakdowns. But with the right practices in place, navigating through vulnerability doesn't have to be daunting.

Enter the BSI Inclusive Service Kitemark for Financial Services, developed in line with the best practices of BS ISO 22458, and aligned with Financial Conduct Authority regulations. This certification is already empowering millions of consumers to trust services during their times of need while allowing businesses to showcase their commitment to inclusive service practices.

 

Watch this on-demand webinar to hear from BSI and esteemed Inclusive Service Kitemark Certified providers, PayPlan and Advantis Credit. Together the three organizations will share best practices on consumer vulnerability service provision, including:

  • Exploring the ethos of the BSI Inclusive Service Kitemark and its certification process.
  • Understanding how the Kitemark aligns with Financial Conduct Authority guidance, including the recently implemented FG21/1 Guidance for firms on the fair treatment of vulnerable customers.
  • Gaining invaluable insights from PayPlan and Advantis Credit, including their journey to become BSI Inclusive Service Kitemark certified, and their approach to vulnerable consumer provision.
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Meet our expert panel

Julie Walker, Global Scheme Manager, Inclusive Service Kitemark, BSI

Julie is an industry expert in customer service and consumer vulnerability. As the Global Scheme Manager for BSI's prestigious Inclusive Service Kitemark, Julie brings over 20 years of experience in driving innovative strategies to enhance services for customers in vulnerable situations.

Her influential work as a project lead representing the energy industry in partnership with BSI Knowledge Solutions, including the development of BS ISO 225458, showcases her commitment to shaping industry standards on a global scale.

Emma Gibbons, Vulnerability Lead, PayPlan

Emma's journey with PayPlan spans nearly 12 years, where her unwavering dedication to assisting vulnerable clients has shone through. Starting as a personal finance manager, Emma's passion for making a difference grew as she listened to and supported clients facing challenging financial situations.

Her expertise led her to become a client support specialist, ensuring compliance with FCA regulations and setting best practices. Emma's remarkable impact led to the creation of the vulnerable client team, which she now leads as the vulnerability lead, driving the development of PayPlan's cutting-edge vulnerability strategy.

Sarah-Jane Mulreay, Client Services Director, Advantis Credit Limited

Sarah-Jane has over 17 years of credit and compliance experience, and has been with Advantis since 2010. Previously, she has held operational and compliance roles including Head of Compliance. In her current role she retains responsibility for regulatory compliance and conduct risk, and manages the ISO schemes which have included BS 18477 and the transition to ISO 22458 in March 2023.

Advantis is an FCA regulated Debt Collection Agency that provides contingency debt collection, early arrears and BPO services to blue chip clients in the UK. Operating from their head office in Stoke on Trent, Advantis collects both consumer and commercial debt for a range of industry sectors including public sector, utilities, telecoms, financial services and debt purchase organisations.

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If you're an FCA-regulated business striving to elevate your approach to providing fair outcomes for vulnerable consumers, this webinar is a must-watch. Hear from BSI and esteemed Inclusive Service Kitemark Certified providers, PayPlan and Advantis Credit. Together the three organizations will share best practices on consumer vulnerability service provision.