Engaging with our stakeholders

Proactive and positive stakeholder engagement helps to secure our long-term success. Each stakeholder group requires a distinct approach to foster effective and mutually beneficial relationships. By understanding our stakeholders and factoring them into our decisions, we can deliver on our purpose.

Through open conversations with our customers and communities, empowering our colleagues, and with the support of our investors and suppliers, we will create greater financial inclusion, execute our strategy more effectively and deliver long-term sustainable growth. Our engagement strategy means we have an understanding of each stakeholder group's concerns and priorities, which are described below. 


Our success is dependent on our ability to understand and respond to the needs of our customers. They value well-designed products, excellent service, clear information and, if things go wrong, addressing their concerns in fair and timely way.


We have an experienced, diverse and educated workforce which is a critical asset for our business. They value agile and flexible working practices, opportunities for training and development and progression,  an inclusive working environment and fair remuneration.

Regulators and legislators

As a responsible business, we are committed to engaging with regulators and governments. They value openness and transparency, proactive engagement, compliance with legislation and our efforts to help to drive economic prosperity.


We rely on suppliers to enable us to provide our products to our customers. Our suppliers value strong working relationships through long-term partnerships, clear terms of business and fair payment terms.


We are committed to supporting the communities in which we operate. These communities value the direct contributions we make to improve their quality of life or address social challenges. Our Invisibles programme is just one way we meet our commitment, through highlighting the challenges faced by those sections of society who are not able to easily access financial services.


We adopt an open and transparent approach with our investors with frequent contact. They play an important role in helping shape our strategy and monitoring our governance. They are most interested in our financial performance, high standards of corporate governance, the delivery of our strategy and our approach to dividends.

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