Unity Celebrates ServiceMark Accreditation

Published: February 16, 2026

Unity Trust Bank has been awarded the prestigious ServiceMark accreditation by The Institute of Customer Service (ICS).

ServiceMark is a national standard, independently recognising an organisation’s commitment to customer service and upholding high standards.

Unity has become only the second bank or building society to have received this prestigious award.

The accreditation, confirmed by the ICS in early-February, comes at the end of a rigorous review process that incorporates independent customer surveys, internal processes and an external review of employee engagement.

Colin Fyfe, Chief Executive Officer at Unity Trust Bank, said: “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.”

The independent ICS assessment completed as part of the ServiceMark process recognised that:

• We follow our company values, regularly measuring our service
• We hire people who care about customers, training them to be multi-skilled
• We listen to customers using a variety of platforms
• We innovate and are continuously aiming to improve our customer strategy

Jo Causon, CEO of The Institute of Customer Service, said: “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.”

We are not resting on our laurels, and this latest accreditation has inspired us to go even further in how we’re able to provide positive experiences for our customers.