Member Article

Golden Leaves recognised as leading choice for consumers with BSI Kitemark™ for Customer Service

Leading funeral plan provider, Golden Leaves, has been recognised as the top choice for consumers after becoming the first independent firm within the United Kingdom to secure the prestigious BSI Kitemark Customer Service Certification.

Launched in 2017, the BSI Customer Service Kitemark was created to help consumers easily identify organisations that are proven to deliver an exceptional customer service experience, whilst demonstrating that businesses that achieve the prestigious certification are adhering to the relevant British and International standards.

Widely recognised as a reputable FPA regulated funeral plan provider, Golden Leaves is committed to educating consumers on the real value of funeral plans and their capability to help control rising funeral costs, whilst ensuring their customers can plan for the inevitable without anxiety and concern.

Now the only independent firm within the funeral planning industry to secure the BSI Kitemark Certification, Golden Leaves achieved the certification in December 2020 following a rigorous assessment process, where the firm was required to demonstrate its competency against BS 8477: 2014 Code of practice for customer service, ISO 10002:2014 Quality management Customer satisfaction Guidelines for complaints handling in organizations, ISO 9001 Quality Management Systems, as well as validating its own customer service feedback metrics.

This comes just 6 months after Golden Leaves were successfully shortlisted for both the UK Customer Experience Awards and SME National Business Awards, and nearly two years after the firm became the only independent funeral plan provider to achieve ISO 9001 certification from BSI .

Barry Floyd, Managing Director for Golden Leaves, confirmed: “At Golden Leaves, we are dedicated to delivering the highest standards in customer service and feel incredibly proud that this has been recognised by our new prestigious and globally recognised BSI Kitemark.

“For decades, we have worked tirelessly to establish our reputation as a stand-out funeral plan provider that genuinely cares for our customers and their loved ones, and we are proudly confident that this latest certification will reinforce our reputation for the provision of quality, innovative and cost-effective funeral plan products for both existing and future customers.”

Headquartered in South London, Golden Leaves has been at the forefront of the funeral planning sector since the late 1980s and has played a major role in the development of FPA (The Funeral Planning Authority).

Initially formed by a highly regarded family of funeral directors in Croydon, South London, the innovative firm was the one of the first to introduce the funeral planning product to the UK and has successfully continued this legacy in being the first independent funeral planning company to launch the Guaranteed Cremation Funeral Plan model, which freezes the cost of a funeral regardless of when the plan was purchased.

This was posted in Bdaily's Members' News section by Andrew Deer .