‘The BSI Kitemark is instantly recognised through the UK and much of the world, as a badge of quality, reliability, and trust’.

The FCA has six outcomes for treating customers fairly. These start with, consumers should feel confident that they will receive fair treatment – which should be central to an organisation’s culture. Ending with consumers should not face barriers at point of post-sale.

There is a significant array out ‘outcomes’ that the regulator seeks. However, maintaining a culture that achieves such consequence is easier said than done.

The BSI Customer Service Kitemark helps to embed the highest standards of customerexperience within a framework of Standards that are underpinned by; customer service provision BS8477 and finally BS ISO 10002 – Customer Satisfaction Guidelines.

All these frameworks are assessed by BSI Customer Service Kitemark auditors to test compliance and ensure that policies and processes achieve the highest levels of consumer experience and satisfaction. 

Because this system is regularly inspected by a highly regarded certification body such as BSI the organisation can demonstrate to key stakeholders that these fundamental customer facing characteristics are in place and are central to the delivery of consumer service.

In a separate document the author has detailed how the Customer Services Kitemark may help achieve the regulator’s intended outcomes of treating customers fairly.

For further information and to book your Customer Service Kitemark survey please contact: Marcus J Allen at Thamer James Ltd. Email: marcus@thamerjames.co.uk

Marcus has twenty years’ experience in delivering Governance, Risk and Compliance solutions to over two hundred organisations within the UK. Marcus holds the respected Diploma in Governance, Risk and Compliance from the International Compliance Association and gained a master’s degree in Management Learning & Change from the University of Bristol. Marcus is registered under the BSI Associate Consultant programme.