International Personal Finance The human face of finance

Our business principles define the way we will give effect to our values, as we work towards achieving our strategic objectives and vision. They are statements of intent and we recognise that our performance may sometimes fall short. So we assess our progress in living up to these principles and report regularly to our stakeholders.

Standards of conduct

• We will be open and fair with those people we deal with and are committed to dealing fairly and with integrity in everything we do
• We do not give or receive bribes or improper payments, whether directly or indirectly, and have systems in place to address bribery, corruption and any fraudulent activities.
• We respect internationally recognised human rights.
• In all the countries in which we operate employees and agents are required to comply with the laws and regulations and to attempt to deliver to principles of best practice at all times.

Our shareholders

• We aim to deliver long term value to our shareholders.
• We aim to operate in line with corporate governance best practice.
• We provide full, accurate and timely reports to all our shareholders.

Our customers

• We are committed to treating our customers fairly, giving them access to the financial products and services that they want from us and are appropriate to their circumstances.
• We aim to offer good value through a combination of high quality service, flexibility and convenience.
• We are committed to helping people become financially included in society.
• We will lend responsibly and have systems and processes in place to help customers manage their commitments. We strive to make sure our customers understand our products and their charges.
• We promote our products and services actively, responsibly and honestly, always providing customers with accurate and transparent information. We strive to safeguard our customers' confidentiality at all times.
• If our customers find themselves in difficulty we take a sympathetic view of their circumstances and will work with them to try to resolve repayment problems should they arise.

Our employees

• We are committed to treating our employees fairly. We value diversity and difference, and discourage discrimination. We recognise that our employees need to strike an appropriate work/life balance.
• We offer fair and competitive remuneration, rewarding the skills and performance of our employees. Through training and appraisal, we provide opportunities for personal development and career progression.
• We respect the views of our employees and their right to voice their opinions. There are systems in place to listen to our workforce.
• We provide a safe and healthy working environment, free from harassment, and strive to provide the best working conditions possible.
• We expect all employees to act with honesty, integrity and fairness, in keeping with our ethical codes of conduct.

Agents

• We are committed to treating agents fairly and with respect. We value diversity and difference, and actively discourage discrimination.
• We are committed to helping them to develop their business, by providing them with guidance to help them work effectively and efficiently.
• We are committed to actively promoting personal safety at work.
• We seek lasting, mutually beneficial working relationships with agents, based on shared values.

Business partners

• Our approach is to work in a close relationship with our business partners in an environment of mutual trust and respect. We will work with those we do business with to ensure they have business principles consistent with our own.
• We will always endeavour to pay suppliers promptly.

Our communities and wider society

• We recognise that good relations with local communities are fundamental to our long term success. We are committed to being a responsible corporate citizen and to making a positive contribution in the communities in which we operate. We respect cultural differences, consult with interested groups and engage in community partnerships.
• We have open and honest relationships with governments and their agencies, seeking to protect our legitimate interests without partisan involvement. We embrace both the letter and spirit of legislation and regulation.

Our environment

• We commit to understand fully the impact of our activities on the environment and to consider the environment in our decision-making. By seeking continuous environmental improvement, we strive to reduce harmful effects on the environment.
• We accept responsibility for our indirect environmental impacts and will work with others towards the goal of a sustainable world.