Our Performance

We report about our performance as a responsible business under five broad pillars. Across these we cover the issues that matter most to our stakeholders, activities that are core to our strategy, our Helping Britain Prosper Plan, and other aspects that we define as business as usual.

Use our GRI Index to help you find the information you require. Responsible business is also discussed in: the 2015/2016 Helping Britain Prosper Plan update and the 2015 Annual Report and Accounts. Further information on methodology, materiality and other aspects of Responsible Business reporting in the Download Centre.

Customers

Communities

Our ambition is to become the best bank for customers. Our current strategy sets out a way to achieve this, and creating the best customer experience is at the heart of it. Of course, best means different things to different customers, but we understand that all of our customers expect us to operate responsibly and we are doing so.

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Communities

Communities

Through our high street brands, we’re an integral part of communities across Britain. We support them through our core products and services, but we want to do even more. Why? Because 250 years’ banking experience has taught us that when local people, local business, and their communities all prosper, so do we.

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Colleagues

Colleagues

Doing business responsibly starts with our colleagues. We need to continue building culture in which they’re empowered, inspired and rewarded to do the right thing for customers. It’s not something we can achieve overnight, but we’ve already come a long way and are making good progress towards becoming the best bank for customers.

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Environment

Environment

We take action to reduce our environmental footprint, including our carbon emissions, working in partnership with Mitie, our facilities management partner to implement a comprehensive Environmental Action Plan. We also support the move to a low carbon economy through our products and services for customers, and contribute to wider debate on environmental issues.

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Stakeholders

Stakeholders

We need the continuing support of our stakeholders. We benefit from their expertise, advice and constructive criticism, and believe that they, in turn, benefit from their relationships with us. Together with them we can achieve more to help Britain prosper as the best bank for customers.

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