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Risks

The group has a rigorous risk management framework. This is designed to identify the risks that could adversely impact the delivery of the group's strategic aims and to ensure that adequate controls and procedures are in place to mitigate the risks. The group's risks, together with the controls and procedures in place to mitigate the risks, are as follows:

Risk:

Definition

The risk that an event or circumstance could adversely impact on the group’s reputation including adverse publicity from the activities of legislators, pressure groups and the media.

Controls and procedures

  • Dedicated teams and established procedures are in place for dealing with media issues. A pro-active communication programme is targeted at key opinion formers and is co-ordinated centrally.
  • Regular customer satisfaction surveys are undertaken.
  • The group invests in a centrally co-ordinated community programme.