INSTITUTE OF CUSTOMER SERVICE
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Cash
£5.6m
+4% vs 2025
Net assets
£324k
-40.2% lowest in 5 filed years
Employees
40
-9.1% vs 2025
Profit before tax
-£167k
+65.4% vs 2025
Net assets
5-year trend · vs Consumer Discretionary median
Accounts
5-year trend · Δ = latest vs prior filed period · latest reflected 2026-03-31
| Metric | Trend | 2021-03-31 | 2022-03-31 | 2024-03-31 | 2025-03-31 | 2026-03-31 | Δ vs prior |
|---|---|---|---|---|---|---|---|
| Turnover | £3,788,761 | £5,232,998 | £5,390,053 | £5,338,636 | £5,455,406 | +2.2% | |
| Operating profit | -£369,428 | £252,912 | £47,868 | -£683,510 | -£372,242 | +45.5% | |
| Profit before tax | £20,767 | £230,416 | £215,113 | -£483,151 | -£167,354 | +65.4% | |
| Net profit | £12,256 | £228,592 | £174,543 | -£532,496 | -£217,899 | +59.1% | |
| Cash | £3,556,701 | £6,029,214 | £6,007,699 | £5,421,753 | £5,636,013 | +4% | |
| Total assets less current liabilities | £3,883,704 | £4,275,679 | £4,338,223 | £3,786,405 | £3,672,954 | -3% | |
| Net assets | £919,451 | £1,148,043 | £1,074,506 | £542,010 | £324,111 | -40.2% | |
| Equity | — | — | £1,074,506 | £542,010 | £324,111 | -40.2% | |
| Average employees | 47 | 41 | 39 | 44 | 40 | -9.1% | |
| Wages | — | — | — | — | — | — | |
| Directors' remuneration | — | — | — | — | — | — |
Values shown as filed in the company's annual accounts. — indicates the figure wasn't present under that line item in that period. The Δ column is the change from the prior filed period as a percentage of |prior|; lines a company doesn't report show —. About these numbers
Ratios
Computed from the line items above — sparklines read oldest → newest
| Ratio | Trend | 2021-03-31 | 2022-03-31 | 2024-03-31 | 2025-03-31 | 2026-03-31 |
|---|---|---|---|---|---|---|
| Operating margin | -9.8% | 4.8% | 0.9% | -12.8% | -6.8% | |
| Net margin | 0.3% | 4.4% | 3.2% | -10.0% | -4.0% | |
| Return on capital employed | -9.5% | 5.9% | 1.1% | -18.1% | -10.1% | |
| Current ratio | — | — | 2.25x | 2.03x | 1.93x |
Margins divide P&L lines by turnover. Gearing is liabilities over total assets. Current ratio is current assets over creditors falling due within one year. Interest cover is operating profit over absolute finance costs. Sector-distribution context coming next.
Audit & accounting basis
- Accounting basis
- FRS 102
- Reporting scope
- Standalone (parent only)
- Abridged
- Yes — abridged accounts (limited disclosure)
- Auditor
- Gilberts Chartered Accountants
- Audit opinion
- Unqualified (clean)
- Going concern
- Affirmed
“In auditing the financial statements, we have concluded that the directors' use of the going concern basis of accounting in the preparation of the financial statements is appropriate. Based on the work we have performed, we have not identified any material uncertainties relating to events or conditions that, individually or collectively, may cast significant doubt on the company's ability to continue as a going concern for a period of at least twelve months from when the financial statements are authorised for issue.”
Group structure
- INSTITUTE OF CUSTOMER SERVICE · parent
- ICS Services Ltd 100%
Auditor, going-concern and subsidiary information is drawn from the narrative of the latest annual accounts. About these numbers
People
9 active · 30 resigned
| Name | Role | Appointed | Born | Nationality |
|---|---|---|---|---|
| ARMAH, Winifred Naa Deedei | Secretary | 2024-07-17 | — | — |
| CAUSON, Joanna Esther | Director | 2009-03-30 | Nov 1967 | British |
| COWIE, Jonathan Alexander | Director | 2016-07-20 | Dec 1967 | British |
| EDWARDS, Graham Winston | Director | 2022-07-13 | Jan 1954 | British |
| FELL, Shirley Elizabeth | Director | 2016-07-20 | Mar 1964 | British |
| HAWKE, Giles James Martin | Director | 2010-09-01 | Nov 1969 | British |
| MACLEOD, David Torquil | Director | 2023-02-01 | May 1952 | British |
| PITT, Christopher John | Director | 2024-06-05 | Mar 1967 | British |
| STARR, Jacqueline | Director | 2024-10-01 | Sep 1971 | British |
Show 30 resigned officers
| Name | Role | Appointed | Resigned |
|---|---|---|---|
| COOPER, Paul Anthony | Secretary | 2001-06-28 | 2005-08-01 |
| LEONARD, William | Secretary | 2011-04-01 | 2024-07-17 |
| LILLEY, Catherine Anne | Secretary | 2005-08-01 | 2011-03-31 |
| RODWAY, John | Secretary | 1997-02-11 | 2001-06-28 |
| CHAPMAN, Mary Madeline | Director | 2009-07-09 | 2015-07-15 |
| CLARK, Graham Ronald | Director | 2006-03-14 | 2012-07-19 |
| CONNOCK, Stephen Leslie | Director | 1997-02-11 | 2001-06-28 |
| COOPER, Paul Anthony | Director | 1999-09-07 | 2005-06-30 |
| CRAWFORD, Robert | Director | 2005-03-15 | 2009-07-09 |
| DAVIES, David Wyndham | Director | 1997-02-11 | 2001-06-28 |
| DELL, Peter Lawson, Professor | Director | 1997-10-01 | 1999-11-26 |
| ELEAZU, Oke Amogu | Director | 2012-09-01 | 2018-08-31 |
| GAIT, Mark James | Director | 2019-09-01 | 2024-06-12 |
| HAWKE, Giles James Martin | Director | 2010-07-15 | 2010-07-15 |
| HEALD, Graham William | Director | 2012-09-01 | 2016-01-31 |
| JOHNS, Edward Alistair, Dr | Director | 1997-02-11 | 2009-07-09 |
| JOHNSTON, Robert, Professor | Director | 2002-12-01 | 2005-07-30 |
| KELLETT, Sarah | Director | 2004-06-01 | 2004-12-31 |
| KENDALL, Howard Stanley | Director | 2001-04-03 | 2002-05-18 |
| O'DONOVAN, Ita Mary, Dr | Director | 2002-10-10 | 2005-06-30 |
| PARSONS, David John | Director | 1998-01-01 | 2009-03-31 |
| PUGH, Paul William | Director | 2015-09-01 | 2021-08-31 |
| REED, Charles Patterson | Director | 2002-10-10 | 2010-07-15 |
| ROBERTS, Simon John | Director | 2015-07-15 | 2022-07-13 |
| RODWAY, John | Director | 1998-10-20 | 2001-06-28 |
| ROSS, Cathryn Elizabeth | Director | 2019-03-05 | 2023-01-31 |
| SINCLAIR, John | Director | 1999-01-01 | 2001-06-28 |
| SMITH, Alan Frederick | Director | 1998-01-01 | 2000-02-03 |
| TOMLINS, John | Director | 2001-10-25 | 2013-07-18 |
| WARD, Alison Jane | Director | 2005-07-20 | 2013-07-18 |
Ownership
Persons with significant control
Filing timeline
Last 20 of 154 total filings
| Date | Type | Category | Description | |
|---|---|---|---|---|
| 2026-07-23 | AA | accounts | Accounts with accounts type full | |
| 2026-07-17 | TM01 | officers | Termination director company with name termination date | |
| 2026-07-01 | TM01 | officers | Termination director company with name termination date | |
| 2026-02-19 | CS01 | confirmation-statement | Confirmation statement with no updates | |
| 2025-07-11 | AA | accounts | Accounts with accounts type full | |
| 2025-02-11 | CS01 | confirmation-statement | Confirmation statement with no updates | |
| 2024-10-11 | AP01 | officers | Appoint person director company with name date | |
| 2024-07-30 | AA | accounts | Accounts with accounts type full | |
| 2024-07-17 | AP03 | officers | Appoint person secretary company with name date | |
| 2024-07-17 | TM02 | officers | Termination secretary company with name termination date | |
| 2024-06-25 | TM01 | officers | Termination director company with name termination date | |
| 2024-06-18 | AP01 | officers | Appoint person director company with name date | |
| 2024-02-11 | CS01 | confirmation-statement | Confirmation statement with no updates | |
| 2023-08-03 | AA | accounts | Accounts with accounts type full | |
| 2023-02-22 | CS01 | confirmation-statement | Confirmation statement with no updates | |
| 2023-02-21 | AP01 | officers | Appoint person director company with name date | |
| 2023-02-07 | TM01 | officers | Termination director company with name termination date | |
| 2022-08-11 | AP01 | officers | Appoint person director company with name date | |
| 2022-08-11 | TM01 | officers | Termination director company with name termination date | |
| 2022-08-08 | AA | accounts | Accounts with accounts type full |
Public-record activity
Raw counts from Companies House — last 12–24 months
- Filings
- 4
- Capital events
- 0
- Officers appointed
- 0
- Officers resigned
- 0
last 12 months
last 24 months
last 12 months
last 12 months
Direct counts from the register. No score, no rating — see the Filing timeline for the underlying events.