ServiceMark Accreditation
Setting the Standard in Customer Service
We’re delighted to have been awarded the ServiceMark accreditation from The Institute of Customer Service (ICS) in January 2026. ServiceMark is a national standard, independently recognising an organisation’s commitment to customer service and to upholding high standards as part of a long-term embedded strategy.
This accreditation highlights the effort we put into giving customers clear information and fast, helpful support. We listen closely to feedback, and our teams are dedicated to making every interaction count.
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We’re proud to be only the second bank or building society in the UK to receive this prestigious award (correct as of February 2026).
However you choose to get in touch, you can rely on a dependable, high‑quality service that we’re always striving to make even better.
About the ICS ServiceMark
The Institute of Customer Service (ICS)
The Institute of Customer Service is the UK’s independent professional body for customer experience. It partners with organisations across both the public and private sectors to raise service standards, build capability, and promote best‑practice approaches to customer care.
In short, it’s a central authority on what good customer service looks like in the UK, and many organisations use its standards to measure and improve their own performance.
ServiceMark
ServiceMark is a nationally recognised accreditation awarded by the ICS to organisations that demonstrate excellence across five key dimensions of customer service:
- Complaint handling: How well issues are resolved.
- Customer ethos: Commitment to customer‑first culture.
- Emotional connection: Ability to build trust and empathy.
- Ethics: Integrity, fairness, and social responsibility.
- Experience: Quality of day‑to‑day customer interactions.
Highlights from the independent assessment
Unity Trust Bank outperformed the banking sector in the emotional connection dimension, scoring 82.0 compared with an industry average of 80.7 and a UK average of 76.3.
Trustpilot scores across Unity Trust Bank have steadily increased and currently* stand at 4.5/5 from over 400 reviews.
*as at 26/01/2026.
Unity Trust Bank outperformed the banking sector in the ethics dimension, scoring 80.9 compared with an industry average of 79.6 and a UK average of 75.4.
What the accreditation means for our customers
The ICS ServiceMark accreditation demonstrates that our customer service meets rigorous, independently assessed standards.
For our customers, this means you can expect consistent, reliable support from teams who understand your needs and are committed to delivering a high‑quality experience. The accreditation reflects strong customer satisfaction and engaged colleagues, giving you confidence that we’re focused on getting things right and continually improving how we serve your business.
What the assessment recognised
- We follow our company values and measure our service regularly.
- We hire people who care about customers and train them to be multi-skilled.
- We listen to customers using a variety of channels.
- Innovation and continuous improvement are key parts of our customer strategy.
A Bank-wide commitment to Service Excellence
Achieving the ICS ServiceMark is a collective effort that is embedded across the Bank. These reflections from our Deputy Head of Customer Services and CEO highlight the values, leadership and behaviours that underpin the service our customers experience every day.
ServiceMark accreditation reflects the commitment our colleagues show every day across the bank to deliver customer service excellence. We are proud of the culture we have built, where people feel empowered to listen, solve problems and continually improve the experience we deliver. This recognition shows that our values guide every interaction and shape the service our customers receive.
Tom Cannon, Deputy Head of Customer Experience
Achieving ServiceMark accreditation is a meaningful recognition of the standards we set for ourselves as a bank. It reflects the way our teams work together to deliver a service customers can trust and rely on. As we continue to grow, maintaining that level of consistency and care remains central to how we operate.
Colin Fife, Chief Executive Officer
Independent accreditation by the ICS
The ICS ServiceMark is awarded following an independent assessment. Here’s that the ICS team have to say about us:
I would like to congratulate Unity Trust Bank on achieving ServiceMark accreditation. This is a significant milestone that reflects the organisation’s ethical approach and commitment to delivering positive social impact for the communities it serves.
The independent assessment recognises both the dedication of Unity Trust Bank’s colleagues and the strength of the service they provide to their customers.
The ServiceMark process provides insight into where your organisation is excelling and where you can continue to evolve. From the results achieved, Unity Trust Bank has demonstrated a genuine desire to learn, improve, and embed a consistently high‑quality customer experience.
There is, of course, always more to do, and we look forward to working closely with the team as they build on this achievement and further enhance the experience they deliver for customers.
Jo Causon, Chief Executive Officer, The Institute of Customer Service
We’re incredibly proud to have achieved this award and remain focused on meeting our ambitious, customer‑centred goals throughout 2026 and beyond. Thank you for your continued support.
Our customers say it best
Customer Stories
Join a Bank Recognised for Exceptional Customer Service 
Achieving the ICS ServiceMark reflects our commitment to delivering consistently high‑quality service built on trust, transparency and genuine care for our customers. If you want a banking partner that puts your organisation first, we’re here to support you.