We're really pleased to announce that for the seventh consecutive year we have successfully passed our assessment to continue to comply with the BSi standard BS 18477 Inclusive Service Provision.

This includes requirements for identifying and responding to customer vulnerability, and with support from the business we undertook a one-day assessment.

The British Standard for Inclusive Service Provision is being replaced by a new international ISO standard (BS ISO 22458:2022) Consumer Vulnerability: Requirements and Guidelines for the Design and Delivery of Inclusive Service (British Standard). The launch of this standard was 5 May 2022.

The new standard sets out how organisations can design and deliver an inclusive service to minimize harm to vulnerable consumers. We are working closely with our external auditor LRQA to understand the requirements and timelines for the adoption of the new standard. We are also undertaking a gap analysis to understand current compliance with the new standard and what, if any, changes would need to be made to our processes or offering to comply.