Our Kitemark™ for inclusive service is helping organizations globally showcase ongoing commitment to creating a fair, flexible, and inclusive society.
“Amid the cost-of-living crisis, and the growing number of vulnerable adults, protecting vulnerable consumers has never been so critical.”
To prove organizations understand the impact of consumer vulnerability and can proactively address it, organizations in every sector must demonstrate a consistently inclusive approach - one which encourages and rewards ongoing compliance.
Anyone can become vulnerable at any time, whether through ill health, financial hardship, mental health challenges, or life events like relationship breakdowns.
The right practices need to be in place so that the vulnerable are empowered by organizations providing essential services to make informed choices, ensuring the best outcomes for everyone regardless of their personal circumstances.
To become certified, organizations must prove they can identify customer vulnerability, and can design and deliver their services inclusively to vulnerable consumers.
Consumer Vulnerability (BS ISO 22458) also defines best practice around the adoption of AI, data collection, protection and sharing. In January 2023, nine organizations became the first to achieve BSI certification.
Organizations can showcase their inclusive service practices through becoming Kitemark™ certified. The benefits include:
Compliance with key sector regulators such as Ofgem, Ofwat, and FCA
Reduced likelihood of negative publicity or regulatory fines
Increase in staff morale and skill levels
Competitive advantage through brand protection and consumer trust
There are many ways organizations see the positive impact certification brings, including:
Identify customer needs and deliver appropriate journeys; securely collect and share data
Meet a diverse range of consumer needs while simplifying information provision
Give people informed choices to guide appropriate decisions and achieve positive outcomes
Products and services designed to help everyone and strengthen organizational resilience
“It's encouraging for both our employees and customers to be recognized by BSI for the work we do to provide an inclusive and flexible service.”
As an agent of positive change, BSI is committed to shaping standards that build a better world for everyone. By empowering communities to be more resilient, we want to bring about solutions to accelerate progress towards a more sustainable future.
Learn how organizations on a mission to help their most vulnerable customers were supported by BSI
