Developed by the British Standards Institute (BSI), the Kitemark includes all the elements of the International Standards Organisation’s new ISO22458 for Inclusive Service Provision, alongside additional requirements around data, evidence, and testing. As proud holders of the BS18477 standard for Inclusive Service, it was natural that the Bristow & Sutor team were keen to transition to the new standard as soon as possible.

To achieve this standard, the team participated in a five-day audit which, assessing the organisation’s ability to identify and support vulnerable customers, the adjustments available for customers with different needs, and the support networks in place when things go wrong. BSI’s assessors were impressed with the confidence, passion, and dedication of our colleagues, as well as our senior leadership’s commitment to ongoing improvement. We received our recommendation for certification in March.

Group Head of Social Responsibility & Customer Welfare, Helen Addis, said: “We have always aimed to support our customers to achieve the best possible outcome for their situation, and we appreciate opportunities like the Inclusive Service Kitemark to ensure we are meeting and exceeding industry standards. We’re grateful for this recognition of our ongoing work to connect better and collect better.”

Chief Operating Office, Susan Ring, said: “We’ve never been content to rest on our laurels, so when an opportunity to exceed expectations like the Inclusive Service Kitemark comes along, we seize it! Our achievement of this standard evidences our commitment to changing the face of debt resolution. I am so proud of our team for their dedication to inclusive service.”