We are committed to making a positive difference to society
We’ve adopted a culture that is focused on embedding sustainability into everything we do, one that supports our colleagues, customers and the communities in which we live and work, now and in the future.
Delivery of our social sustainability strategy focuses on how we are treating employees and customers fairly, engaging with the wider community to help others, meeting our obligations with respect to human rights, and being a good member of society.
Customers
Customers are at the heart of everything we do. Our continued success can be attributed to a strong focus on ensuring we deliver an outstanding experience.
Our customer feedback and ratings are a powerful testament to how our colleagues consistently deliver innovative, customer-centric solutions which empower all individuals. Our Customer Experience Committee monitors and acts upon feedback and the metrics we have in place to measure the quality of our customer service.
We have been repeatedly recognised as a company which provides excellent customer service and have been accredited by the Institute of Customer Service for the last 6 years.
Colleagues
Our journey towards an inclusive culture continues with a simple belief that a workforce reflecting various backgrounds, perspectives, and experiences enhances creativity and change. In 2024, we were recognised as an Inclusive Company, ranking 15th, and we consistently remain within the Top 50.
We are signatories to several charters, demonstrating accountability in our commitments to equality and diversity. These include the Women in Finance Charter and the Race at Work Charter and becoming a ‘Disability Confident’ employer at Level One is a visible statement of intent and commitment to provide an inclusive workplace for all disabled people.
Charity & Volunteering
We have an active charity and volunteering programme. This programme focuses on making a real difference to local communities and the environment and is aligned not only to our sustainability strategy and aspirations, but also to the UN SDG’s. Our programme includes:
• Group charity partners, supported by UK Group-wide colleagues
• Fundraising, events and initiatives to support charities close to our colleagues’ hearts
• Volunteering – for national and local charities, ensuring we make a lasting, positive impact on those who need our support most
Our Targets and Commitments
- Meet our commitment to the Women in Finance Charter by ensuring that 35% of leadership roles are filled by females
- Meet the Five Calls to Action of the Race at Work Charter
- Meet the five key commitments of Disability Confident - Level One
Our Achievements
- 32.7% of leadership roles filled by women against a target of 35% by March 2026.
- Placed 15th in the Inclusive Top 50 Employers index.
- 90% of our colleagues say that they are proud of working for the company
- £281,000 donated to 72 charities and 2,060 hours of volunteering delivered in FY2024/25.