This Corporate Responsibility Report is designed to provide you with a balanced account of how Provident Financial plc’s Purpose and strategic drivers are aligned to the Group’s responsible business strategy, as well as further details of the progress that has been made during 2020 in delivering against this strategy.

As we navigated the challenges of 2020 we focused on meeting our customers’ needs and expectations, keeping our colleagues safe, supporting the communities we serve and stepping up our plans to respond to climate change. All so that we deliver both on our purpose of helping to put people on a path to a better everyday life and the strategic objectives which ensure that our key decisions are aligned with the expectations of our stakeholders.


Colleagues that are Mental Health First Aiders


tonnes of CO2e offset


of management representation are female


invested in the community


135 families were reached through the National Literacy Trust’s Early Words Together online literacy programme


donated to employee fundraising efforts

The Covid-19 pandemic has impacted, and continues to impact, so many people from around the world and has created so much uncertainty for the UK and Global economies, and I would like to express my deepest condolences to anyonewho has been personally affected by the virus.”

Malcolm Le May

Chief Executive Officer

Our Sustainability Strategy

Our Purpose of helping to put people on a path to a better everyday life goes beyond the traditional concept of mission, vision and values; it articulates our reason for being, and helps differentiate the Company and contributes to the generation of trust among all our key stakeholders.

This Purpose encompasses the wide-ranging role that PFG has in providing solutions to global challenges and benefiting wider society, which positively expresses how, at the core of our business, we seek to create value for all our stakeholders in a way that supports the environmental and social systems we rely upon, by contributing to a sustainable future.

Improving customer satisfaction rates

Customer satisfaction is a key metric for PFG which is why we include these figures in our Blueprint Dashboard which is shared with the Board’s Customer, Culture and Ethics Committee at every meeting.



Customer satisfaction rates for 2020
(2019: 90%)


Customer complaints received in 2020
(2019: 34,123)

Consumer Credit Division : Provident and Satsuma


Customer satisfaction rates for 2020
(2019: 91%)


Customer complaints received in 2020
(2019: 36,722)



Customer satisfaction rates for 2020
4.5/5 Feefo rating
(2019: 4.6/5)


Customer complaints received in 2020
PFG customers took a payment holiday in 2020

Spotlight on inclusion and diversity


of colleagues disclosed to us that they had a disability (2019: 5%)


of colleagues told us that their sex is different to what it was when they were born (2019: 0.3%)


of colleagues told us that they had caring responsibilities outside of the workplace (2019: 43%)


of colleagues disclosed to us that they identified as a gender other than male or female (2019: 0.5%)


of colleagues told us that they are part of the LGBTQ+ community (2019: 8%)


of colleagues told us that they had caring responsibilities outside of childcare, e.g. caring for family members who may be elderly or have long-term illnesses (2019: 13%)

Focus on Gender Diversity

  • 40% of colleagues who received a promotion identified as female
  • 47% the percentage of first level managers who identify as women
  • 27% of senior management representation is female

Improving Gender Diversity at PFG

A key focus of the work we have delivered over the past 18 months to create and maintain a fair, diverse and inclusive culture for our colleagues and other stakeholders has been on achieving a better gender balance in our senior management population. This saw us, in 2019, become a signatory to the HM Treasury’s Women in Finance Charter and set a target to have 40% female representation in the Group’s senior management population by December 2024.

Reducing our Carbon Footprint

Set out below are key reductions in our carbon footprint which occurred throughout 2020, when compared to the same period in 2019. We acknowledge that the Covid-19 pandemic has likely had a significant impact on our carbon footprint and is a key reason for these reductions. We will continue to monitor our carbon footprint this year and reduce it where possible in the future.


reduction in our total scope 1 and 2 (and associated scope 3) emissions


reduction in our total reported greenhouse gas emissions against at 2015 baseline


reduction in the tonnes of CO2e emitted through company car travel


 reduction in our air travel mileage

Our Taskforce

In 2020, in support of the UK Green Finance Strategy, we set out our ambition to achieve net-zero greenhouse gas emissions by 2040. We also conducted a review to identify how the Group can work towards meeting the recommendations of the Taskforce on Climate-related Financial Disclosures (TCFD).

The TCFD was created to increase transparency of the financial risks posed by climate change. It provides consistent climate-related financial disclosures for corporates with the aim of helping investors, lenders, and insurance underwriters improve their understanding and analysis of climate-related risks and opportunities. TCFD is not about our impact on the environment, it is about the environment’s impact on us. 

Spotlight on Community Investment

Our community investment strategy supports our Purpose by addressing key barriers to inclusion and helping people overcome them.

Click the tabs below to read more about our core principles.

We invest in activities and initiatives that address key factors which may affect someone’s likelihood of being accepted for credit.

Read some of our Case Studies

We support children, young people and adults to boost their education, skills and aspirations, in order to participate in society and secure a brighter financial future.

You can read more in the full report and see some of our work in action here

We support community projects in areas where people are more likely to face social and financial exclusion.

You can read more in this year's report and here.

2020 CR Report Assurance Statement

We commissioned Corporate Citizenship to conduct a limited assurance engagement in relation to our 2020 CR Report. The assurance statement that resulted from this process can be viewed here.


You can download our Full Corporate Responsibility report here

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