Services Industry British Standards

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Services and customer experience are a more important part of the UK economy than ever before.

The effective provision of services depends on high quality and comprehensive standards.

BSI has long been active in formulating standards for services industries. BSI continually to help businesses improve the services they offer.

Browse all services standards

Standards and products are offered in the following areas:

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Key services standards and books:

BS 8453:2011
Compliance framework for regulated financial services firms. Specification


BS 8543:2015
Complaint handling in organizations – Specification

BS 8477:2014
Code of practice for customer service 

BS 8538:2011
Specification for the provision of services relating to the commercialization of intellectual property rights

BS 18477:2010
Inclusive service provision. Requirements for identifying and responding to consumer vulnerability

BS 11000-1:2010
Collaborative business relationships. A framework specification

BS ISO 29990:2010
Learning services for non-formal education and training. Basic requirements for service providers
If you provide or procure learning services in non-formal education and training, this specifies the basic requirements for delivering services abroad and in the UK.

BS ISO 10668:2010
Brand valuation. Requirements for monetary brand valuation

BS EN 15838:2009
Customer contact centres. Requirements for service provision

BS ISO 26000:2010
Guidance on social responsibility
Read more and buy BS ISO 26000


Making Events More Sustainable: A Guide to BS 8901
Making Events More Sustainable: A Guide to BS 8901
Phil Cumming and Fiona Pelham
Read more about the guide for events managers and anyone supplying the events industry.


bip 2189Quality Service, Competitive Business. Setting the Standard in Customer Service
Howard Kendall
Download a sample chapter
Read more about good management in customer services


Customer Services Collection
Quality Service, Competitive Business. Setting the standard in customer

Howard Kendall
Read more about the customer services compendium and see what standards it includes


BS 10012:2009
Standard Data protection. Specification for a personal information management system 


Use of Dementia Care Mapping for improved person-centred care in a care provider organization. GuidePAS 150
Providing rehabilitation services. Code of practice

BS ISO 10001:2007
Quality management. Customer satisfaction. Guidelines for codes of conduct for organizations 
Managing Risk and Resilience in the Supply Chain
This book offers a practical approach to managing risk and resilience in the supply chain. It explores the co-dependence inherent in supply chains and looks at the difficult task of understanding risk.

Use of Dementia Care Mapping for improved person-centred care in a care provider organization. Guide
Read more about dementia care and buy the code of prectice


BIP 2206


Quality in Market Research From Theory to Practice

Debrah Harding and Peter Jackson



Complaints management. Turning negatives into positives
Author: Michael Hill


Also available as a pack of the book and the key standards BS ISO 10002and BS ISO 10003


Download our consumers' guide to ISO 26000:
Ethical business: protecting our planet and the people



BS ISO 10003:2007
Quality management. Customer satisfaction. Guidelines for dispute resolution external to organizations

Are you marking up copy and need a quick reference on your desk-top?

Laminated cards are available in multi-packs and are a great reminder of proofreader’s symbols!

Copy preparation and proof correction. Marks for copy preparation and proof correction (extracted from BS 5261-2:2005) 

BS 8453 helps firms meet increasing number of regulations
We interviewed Ian Cornwall, Risk and Compliance Consultant, Bovill Ltd.

Inclusive Service – What Does it Mean to You?
By Nick Fleming, BSI
BSI has developed a new standard for assisting customers

New British Standard offers better protection for inventors
Read the press release for BS 8538, the specification for the provision of services relating to the commercialization of intellectual property rights

PAS 150 - The rehabilitation code of practice
BSI, UK Rehabilitation Council, and Department for Business Innovation and Skills launch a groundbreaking new specification for the provision of rehabilitation services.

Improving the quality of life for people with dementia – with PAS 800
Improving the quality of life for people with dementia – new BSI guidance shows you how

New Environmental Standard on Direct Marketing
Taking a leading role in shaping the industry, the Direct Marketing Association (DMA) has developed an alliance of like-minded member companies to partner with BSI British Standards to create the first standard for environmental performance in the field of direct marketing.

New Customer Services Standards
Customer complaints can lead to a poor business reputation if they are not handled properly. Equally, organizations can gain valuable insight and determine the root causes of problems if they have an effective system of recording and analysing complaints in place.

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BS 18477:2010

BS 18477 specifies the critical procedures to ensure inclusive services are available and accessible to all consumers equally, regardless of their personal circumstances.


The faster, easier way to work with standards

PAS 700

Need a specification for providing ICT facilities & services in workplaces?

PAS 900

Code of Practice for Wheelchair Passport Schemes