See how we've been Helping Britain Prosper: annual report and accounts 2019

Group highlights

£3.0bn (33%)

Statutory profit after tax was lower, largely due to the additional PPI charge. Tax expense of £1.4 billion.

3.37p (+5%)

Progressive and sustainable ordinary dividend per share, including interim and final dividends.


Total shareholder return increased, reflecting the increased ordinary dividend and higher share price.

7.8% (3.9)pp

Lower return on tangible equity given lower statutory profit.

48.5% (0.8)pp

Cost : income ratio continues to improve.

13.8% (0.1)pp

Common equity tier 1 ratio remains strong.

16.4m +4%

Digitally active customers continued to increase.

74% +1pp

Employee engagement index improved.

Group Chief Executive update

"We have made significant strategic progress and our performance continues to demonstrate the competitive advantage of our business model." 

António Horta-Osório, Group Chief Executive

Helping Britain Prosper



£13.8 billion lent to people buying their first home.


Commercial Banking

>100,000 small businesses supported across the UK.


Insurance and Wealth

>350,000 people helped to save for their future.

Our strategic priorities

The Group's ambitious three-year strategic plan was launched in February 2018, and we are on track to achieve our targeted strategic outcomes.



  • Customer experience

    Leading customer experience

    We are committed to maintaining the UK's number one branch network, and customer-facing colleagues in branch now spend around 50 per cent of their time addressing customers' complex needs.  

  • Digitising the Group

    Digitising the Group

    Investment in technology remains a key strategic priority for the Group and enables us to improve the experience of our customers and colleagues; technology spend now represents 18 per cent of operating costs.

  • Maximising capabilities

    Maximising the Group's capabilities

    Our Single Customer View capability allows our customers to see all their financial needs in one place, from bank accounts to pension and insurance products. At the end of 2019, more than 5 million customers has access to this functionality.

  • Ways of working

    Transforming ways of working

    We are making our biggest ever investment in people, with a focus on ensuring that we are able to continue to attract, develop and retain the talent and capabilities we will need in the future.  

Leading customer experience: 16.4 million digitally active customers
Maximising the Group's capabilities: >5 million customers with Single Customer View capability
Digitising the Group: 75% of products now originated digitally
Transforming ways of working: 3.2 million of future skills training hours delivered

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