A responsible approach to doing business is integral to everything we do. It underpins our ambition to become the best bank for customers and our purpose to help Britain prosper. It is central to the next phase of the Group Strategy that we launched in 2014.

If we want to rebuild customers’ trust in our bank, then we must treat them fairly, putting their wellbeing at the heart of every decision we make and every action we take. Our customers rightly expect this, whatever their circumstances, whilst colleagues are trained, incentivised and supported to make fairness a priority.