How we enable
Stakeholder Engagement

Stakeholder engagement is at the heart of our sustainability activity. To deliver long-term value we need to establish and maintain sustainable relationships with all our stakeholders to reduce business risk, maximise opportunities and improve profitability. It is important that our stakeholders understand our unique business model and its important role within the consumer credit market and wider community.

  Why we engage Key areas of interest How we engage and respond Impact of engagement
Customers Listening to our customers allows us to build a greater understanding of their needs and behaviours so we can find ways to add value to their customer experience with us. They benefit from relevant credit products and it helps us retain quality customers and attract new ones.

 

  • Affordability and price
  • Flexible repayments 
  • Convenience
  • Simple and seamless customer journey
  • Trusted brands

 

  • Customer visits 
  • Digital interfaces
  • Customer satisfaction surveys
  • Responsible lending communications
  • Product innovation
  • Website tools 
  • Product information 

 

42,000

customers participated in our purpose engagement and customer research

Employees and customer representatives

It is important that our colleagues feel safe, supported and engaged so that they are able to provide a great service to our customers. Creating opportunities to contribute and develop is vital to the sustainability of the business.

 

  • Development opportunities
  • Recognition and reward
  • Wellbeing 
  • Ethical, customer-focused culture
  • Safe and productive working environment  
  • Development programmes
  • Engagement surveys
  • Conferences and business updates
  • Recognition
  • Global Care Plan
  • MyNews app, intranet, social media and email news
  • Interactions with Workforce and Stakeholder Engagement Director

 

96%

colleagues completed ethics training

 

 

Regulators and legislators

Together with our sector associations, we talk to regulators and legislators to build their understanding of consumer needs and our important role in extending financial inclusion.

 

  • Regulatory compliance
  • Control and supervision
  • Fair pricing and promotions
  • Responsible lending 
  • Social inclusion
  • Tax contribution
  • Fair employment contracts
  • Ethics training  
  • Sector association membership
  • Public consultations 
  • Engagement on draft regulations
  • External advisor network 
  • Partnership with non-governmental organisations 

 

55
sector association memberships

 

Suppliers

In collaboration with our key suppliers, we develop policies and improve practices to minimise sustainability risk within our supply chain. Our interactions also help extend their expertise and innovation to our business.

  • Strategy and business challenges
  • Business performance
  • Timely payments
  • Customers service requirements and opportunities
  • Good reputation
  • Strategic sourcing processes
  • Voice of the Supplier survey
  • Ongoing supplier and contract management
  • Due diligence and risk management processes
  • Industry research
  • Strategic governance processes
  • Service-level performance reviews

 

10,500

supplier partners across the Group.

Communities We work to forge meaningful relationships in the communities we serve to help support causes and address issues that colleagues and customers care about locally.  Building better relationships also helps attract employees and customer representatives to work with us. 
  • Financial literacy
  • Social wellbeing
  • Volunteering
  • Community support programmes
  • Financial literacy programmes
  • Partnerships with nongovernmental organisations
  • Financial wellbeing research
  • Employee and agent volunteering
  • Supporting causes chosen by colleagues 

 

5,388
hours of volunteering by IPF colleagues

 

 

Shareholders and investors Our investors expect to earn a return on their investment in a sustainable, ethical business. They want access to timely, fair and balanced information  so they can understand our business and make an informed investment decision.  
  • Performance and growth potential
  • Governance quality and effectiveness
  • Regulation and credit risk 
  • Risk management
  • Cash generation
  • ESG risks and reporting 
  • Executive remuneration
  • Dividends
  • Dialogue and meetings
  • AGM
  • Results presentations and trading updates 
  • Annual Report 
  • Roadshows and conferences
  • Website
  • Remuneration Policy engagement

 

£185m
of funding extended in 2021