Where possible we seek external assurance on non-financial data.
For the year ended 2011, we achieved external assurance against the International Standard on Assurance Engagements (ISAE 3000) from PricewaterhouseCoopers LLP on our reporting of customer numbers, customer retention, agent numbers, agent retention, Customer Service Score and responsible lending (exceptions). The full assurance report can be found within our integrated annual report.
We use the Global Reporting Initiative (GRI) 2006 G3 Sustainability Reporting Guidelines. Our assessment is that the content and quality of our GRI submission meets GRI G3 Application Level A. Each year our GRI submission is third-party checked.
Our environmental data is externally verified as part of the annual environmental audit by AEA Technology.
Our community data is reported in line with the London Benchmarking Group methodology and is independently assured by Corporate Citizenship.
We also ran a number of stakeholder workshops in 2011 to provide feedback on our strategy and reporting. In total we had face-to-face access to almost 100 stakeholders. View stakeholder feedback
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