Our stakeholders

Responding to our stakeholder's needs

Our key stakeholders are those who impact or are impacted by our strategy materially. As a responsible business, we listen to our stakeholders regularly to define strategy and ensure we deliver relevant services that met our client and customers’ need.

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Customers

Why we engage

Understanding our customers’ financial situations is vital to ensure we treat them in the most responsible and sustainable way possible. We also use this understanding to refine our processes, train our people and improve our industry-leading service
 

Key areas of interest

  • Affordable repayment plans which repay debt in a sustainable and realistic time frame
  • Flexible repayments and payment methods
  • Convenience and functionality to support customer’s preferred method of contact
  • Empathetic and approachable conversations
  • Trusted and responsible servicing panel and credit manager
  • Clear and transparent communications

How we engage and respond

  • Customer-friendly websites
  • Interactive customer portals, designed in conjunction with customers, for customers
  • Customer surveys to help improve the customer journey
  • Customer-service centres and specialised panel of service providers ensure customers receive bespoke management
  • Prompt and detailed complaint resolution process
  • Quality-Assurance programme driving excellence
  • Customer-journey mapping
  • Market research and focus groups
  • Forums focused on delivering best-in-class customer service

Read more about how we respond to our customers’ needs (49kb PDF)

Employees

Why we engage

It is important to attract, retain and engage people who have the skills, values and expertise to implement our SMART strategy and ensure our clients and customers are serviced to the best of our ability. Engaged employees will make us more successful and act as business ambassadors
 

Key areas of interest

  • Professional development and career development
  • Recognition and fair reward
  • Diversity and inclusion
  • Transparent and timely communications
  • Clarity on business purpose and Values
  • Responsible and fair treatment of customers
  • Safe and productive working environment

How we engage and respond

  • Design and implementation of career development frameworks
  • Succession and talent development for high-potential colleagues
  • Annual Senior Leadership Conference and strategy roadshow to all employees
  • Management development programmes
  • Engagement and pulse surveys
  • Recognition and reward programmes
  • Training and development programmes including data protection, conduct risk, regulation and policies
  • Flexible working in the Netherlands enabled by technology

Read more about how we respond to our employees’ needs (89kb PDF)

Communities

Why we engage

We believe that we can add considerable value by engaging and working with the communities where our customers and employees live. Specifically, we believe that we can bring our Purpose ‘Building Better Financial Futures’ to life through financial education. Consumers who are well informed can make more responsible financial decisions
 

Key areas of interest

  • Affordable repayment plans
  • Employment
  • Financial literacy programme via Junior Achievement Europe
  • Wider community support programmes i.e. charity fundraising, volunteering 

How we engage and respond

  • Financial-literacy programmes
  • Employee volunteering
  • Charitable partnerships and donations
  • Financial-literacy surveys
  • Partnership with established and credible debt charities including Citizens Advice, Christians Against Poverty
  • Funded FairShare contributions to StepChange, Christians Against Poverty and Payplan

Read more about how we respond to our communities’ needs (78mb PDF)

Regulators and industry

Why we engage

We proactively work with regulators and the wider industry through our well-established relationships in the sector to help influence regulation that delivers a positive outcome for consumers and business. Our approach is widely respected and evidenced by industry awards
 

Key areas of interest

  • Compliance with EU and national regulations
  • Control and supervision
  • Affordable repayment plans
  • Treating vulnerable customers fairly
  • Taxation
  • Employment

How we engage and respond

  • Regular dialogue
  • Board membership of sector associations like the Credit Sector Association and the Federation of National Collection Associations (FENCA)
  • Participation on public consultations
  • Engagement on draft regulation
  • External adviser network

Read more about how we respond to our regulators’ needs (47kb PDF)

Shareholders and investors

Why we engage

As a publicly-listed organisation, we are required to provide fair, balanced and clear information to enable investors to fully understand our business, so they may make an informed and educated investment decision
 

Key areas of interest

  • Strategy and performance
  • Risk management and corporate governance
  • Executive remuneration
  • Dividend policy
  • Access to senior management

How we engage and respond

  • Ongoing dialogue and meetings
  • Capital Markets Day
  • Annual general meeting
  • Annual Reports
  • Investor roadshows and conferences
  • Corporate website