Approved centre accreditation

Approved centre accreditation is awarded to organisations that have demonstrated they are operating The Institute's professional qualifications framework in accordance with our standards and quality assurance requirements.

Approved centre accreditation is available to Trusted Advisory Network and Discovery Roadmap members implementing an Institute qualification programme.


To verify an organisation effectively operates our professional qualifications framework, the following areas must be assessed:

  • Implementation planning
  • Allocation of roles and responsibilities in line with the Institute’s recommended framework
  • Learning and development environment
  • Assessment monitoring and quality assurance Interface with the Institute
  • Interface with other Approved Centres
  • Planning, monitoring and evaluation

How is it achieved?

Approved Centre status is achievable by following our guidance on setting up a qualifications programme, implementing effective planning and monitoring, and integrating good management practices to demonstrate you meet the requirements.

Whilst conducting your implementation plan, you will meet periodically with your Institute Account Director to review progress. Once your Account Director is satisfied you meet the accreditation requirements, they will make a recommendation to our Accreditation and Quality Assurance Manager.

Our Standards and Quality team will then review and make the final accreditation decision.

Initial approval and certification of Approved Centre status is for a period of one year. Accreditation is thereafter awarded for periods of up to two years.

What are the benefits?

The Institute’s approval and recognition:

  • Gives the authority to operate the qualifications framework with reasonable independence, subject to appropriate quality assurance by the Institute
  • Reduces the cost of assessment by allowing an increased percentage of in-house assessments to be conducted
  • Gives independent professional body recognition for qualification programme managers and organisations through accreditation
  • Demonstrates that the organisation is strategically focused on raising standards of customer service delivery through people development
  • Demonstrates that arrangements are in place to support staff in developing high level customer service skills competence

It requires:

  • Regular review and guidance with Account Director support to maintain the accreditation

And it:

  • Provides a plan, reporting mechanism and benefit measurement

Organisations with Approved Centre accreditation

Organisations that have achieved Approved Centre accreditation

Alliance Trust Savings

Bank of New York Mellon Asset Servicing

Brighton & Hove City Council

British Council

CPM United Kingdom Limited

Cunningham Lindsey 

DGHP - Dumfries & Galloway Housing Partnership

Elsevier Limited

Fasthosts Internet Ltd

Harrogate Borough Council


Informa Shared Service Centre

Johnson & Johnson Vision

Legal & General Group PLC

Macmillan Cancer Support

Openwork Ltd


Severn Trent Water plc

St. James's Place Group




West Yorkshire Combined Authority 

UKCSI Business Benchmarking

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Training accreditation

Institute accreditation of an in-house customer service training programme

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