Our stakeholders

Responding to our stakeholder's needs

Our key stakeholders are those who impact our strategy materially or are impacted by it directly. As a responsible business building long-term shareholder value, we listen to our stakeholders regularly to help guide our strategy, and ensure we continue to deliver relevant services that meet the needs of our clients, investors and customers.

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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 customers’ preferred method of contact
  • Empathetic and approachable conversations
  • Trusted and responsible servicing panel and credit manager
  • Clear and transparent communications

Read more about how we respond to our customers’ needs

Employees

Why we engage

It is important to attract, retain and engage people who have the skills, values and expertise to implement our strategy, and ensure our clients and customers are serviced to the best of our ability. Engaged employees will make us more successful, more sustainable 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 vision, purpose, values and culture
  • Responsible and fair treatment of customers
  • Safe and productive working environment

Read more about how we respond to our employees’ needs

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

Read more about how we respond to our communities’ needs

Regulators and industry

Why we engage

We proactively work with regulators to help influence regulation that delivers a positive outcome for consumers and business. We have also been in regular dialogue concerning our operational resilience and customer forbearance in response to COVID-19.
 

Key areas of interest

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

Capital providers

Why we engage

As a publicly listed organisation and institutional fund manager, we are required to provide fair, balanced and understandable information on a timely and regular basis 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
  • Investment skills and track record
  • Risk management and corporate governance
  • Outlook
  • Executive remuneration
  • Dividend policy
  • Access to senior management
  • Site visits

Read more about how we respond to our capital providers’ needs

Clients

Why we engage

A deep understanding of our clients and the challenges they are facing is essential if we are to build sustainable partnerships. We use this understanding to inform our decisions, refine our solutions and differentiate ourselves from our competitors.
 

Key areas of interest

  • Our capability and the solutions we can provide
  • How we treat our customers
  • Our understanding of the industry and the challenges the businesses within it are facing
  • Ability to demonstrate that our values are aligned with those of our clients
  • Investment in digital and new technologies

Read more about how we respond to our clients’ needs