Commitments

Customers

A satisfied and loyal customer base is core to our business.

We are commited to :

• Delivering consistent and reliable levels of customer service
• Acting with integrity, due care and diligence
• Communicating openly, honestly and with sensitivity and understanding
• Listening to our customers
• Handling complaints fairly and promptly
• Respecting our customers’ rights to privacy and confidentiality
• Protecting our customers and our business from fraud

Employees

Motivated and skilled employees are critical to our success.

We are commited to :

• Fostering a positive and challenging high performance culture
• Rewarding superior performance
• Encouraging personal development
• Encouraging a culture of frank and honest communication
• Encouraging teamwork and strong leadership
• Providing a safe and secure working environment
• Encouraging diversity and equal opportunities
• Ensuring that grievances and unethical behaviour can be raised without fear of discrimination

In return we expect our employees to:

• Act with integrity
• Take responsibility and accountability for their own actions
• Show support and commitment for change
• Focus their energy in getting the best from themselves and others
• Have the confidence and courage to act with conviction
• Show understanding for and meet external and internal customer needs
• Show a relentless desire for success
• Create positive and effective working relationships

Business Partners

We demand high standards from the companies we work with and believe that they should expect the same from us.

We are commited to :

• Carrying out our business with fairness and integrity
• Being reliable and quick to respond
• Awarding contracts and selecting business partners solely on the basis of fair and objective business criteria and having regard to high ethical standards
• Behaving ethically with the giving and receiving of corporate hospitality and gifts
• Respecting all obligations on confidentiality
• Protecting our customers and our business from fraud

Regulators

We have an open, cooperative and transparent relationship with our regulators.

We are commited to :

• Dealing with our regulators in an open, cooperative and transparent manner
• Managing our business with appropriate standards of risk management and controls
• Preventing and reporting any instances of significant financial crime
• Preventing breaches of relevant regulatory requirements

Shareholders

We are committed to fulfilling the aspirations of our shareholders through a commitment to business performance, and high standards of transparency, communication and corporate governance.

We are commited to :

• A culture of business performance, focused on delivering returns to shareholders
• Comprehensive and transparent disclosure
• Aiding shareholder understanding through the disclosure of relevant non-financial information
• Listening to the views of our shareholders
• Managing our business with appropriate standards of risk and control
• Ensuring due care in the selection of our third party advisers, including our auditors
• Preventing and reporting any market abuse

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