Overlay
Our strategic framework

Serving our customers every day

We champion potential, helping people, families, and businesses to thrive.

Overview

Our strategy is to grow our business by anticipating and meeting our customers’ needs, using data and technology to ensure we are simple to deal with, alongside a disciplined approach to cost, investment and capital allocation. Together these actions aim to deliver sustainable long-term value for our shareholders.

Supporting customers at every stage of their lives

Simple to deal with

Sharpened capital application

Powered by innovation and partnerships

We are informed by the needs of our stakeholders

We aim to balance the different interests of our stakeholders in all decision making.

Our values are central to how we work together to deliver our strategy

Creating a positive impact

From supporting the day-to-day financial needs of 19 million customers to the other positive impacts we can have.

Climate

We have made helping to address the climate challenge and supporting our customers in their transition to net zero a key strategic priority.

Read more on pages 48 to 59 and in our 2023 Climate related Disclosures Report.

Enterprise

Our ambition is to remove barriers to enterprise and to provide businesses in the UK the support they need to grow.

Read more on pages 41 to 42 and in our 2023 ESG Disclosures Report.

Learning

We are helping people to take control of their finances, to make the most of their money, safely and securely – now and in the future.

Read more on pages 32 to 34 and in our 2023 ESG  Disclosures Report.

Our 2023 reporting suite: