Our strategic approach to CR

Acting responsibly and with integrity is a fundamental part of our overall strategy and is the bedrock of long-term value creation.

Our group CR strategy specifies that we will:

  • Operate our core business of lending to our customers in a responsible and sustainable manner.
  • Act responsibly and sustainably in all our other stakeholder relationships.

The strategy underlines our commitment to:

  • Put the needs of our customers at the heart of everything we do
  • Create a working environment that is safe, inclusive and meritocratic
  • Treat our suppliers fairly
  • Support our communities
  • Proactively engage with the investment community on sustainability matters
  • Minimise the environmental impacts of our business.

Our CR strategy is supported by a balanced scorecard; a range of qualitative and quantitative metrics to help monitor our progress in delivering against the CR strategy. Two of the metrics from this scorecard – customer satisfaction and charitable contributions – are included in our Annual Report and Financial Statements.

column
Customer satisfaction (%)
  • 2012
  • 2013
  • 2014
  • 2015
  • 2016
Vanquis Bank
  • 89
  • 88
  • 84
  • 88
  • 89
Moneybarn
  • 0
  • 0
  • 0
  • 89
  • 89
CCD (Provident, Satsuma)
  • 92
  • 93
  • 93
  • 93
  • 93

Customer satisfaction of 93% for Provident home credit (2015: 93%), 89% for Vanquis Bank (2015: 88%) and 89% for Moneybarn in its second full year under the group’s ownership.