Haydock Finance secures Institute of Customer Service ServiceMark

Haydock Finance has been awarded the Institute of Customer Service (ICS) ServiceMark, a national accreditation that recognises organisations demonstrating high standards of customer experience, governance, and service culture.

The accreditation follows Haydock’s strong performance in the ICS Business Benchmarking survey, where the company achieved a score of 86.7, well above the UK all-sector average of 76.1 and the 80 average recorded across the Banks and Building Societies sector. The benchmarking programme is the UK’s largest cross-sector study of customer experience.

The ServiceMark accreditation is granted only to organisations that provide independently verified evidence of sustained customer satisfaction, strong service processes, and a culture that prioritises customer outcomes. Assessors consider trust, advocacy, and service quality as part of a detailed review process.

John Jenkins, CEO of Haydock Finance, described the achievement as an important moment for the business.

“Being awarded The Institute’s ServiceMark is a significant milestone for Haydock,” Jenkins said. “It recognises the high standards we set ourselves and the commitment our people show every day. Achieving such a strong benchmarking result and earning this accreditation reflects the culture we’ve built and the trust our customers place in us.”

Jo Causon, CEO of the Institute of Customer Service, said the accreditation highlights a long-term focus on service excellence.

“On behalf of The Institute, I want to congratulate Haydock Finance on achieving ServiceMark accreditation,” Causon said. “This achievement reflects their commitment to putting customers at the heart of everything they do, as well as their dedication to continuously improving service standards and delivering exceptional experiences. Achieving ServiceMark demonstrates a long-term, outcomes-focused approach to customer service.”