being a responsible company Doing the right thing
We maintain a strong conduct framework and invest in our people to deliver fair outcomes for all our stakeholders
How we do business Being a responsible company means making the right decisions
We strive to be a more responsible bank, underpinned by strong processes throughout our organisation. We're determined to fight financial crime, minimise our environmental impact, invest in our people and embed our values across our business in the markets where we operate.
Our workforce is diverse and inclusive and highly motivated to do the right thing for all our stakeholders. We take enormous pride in helping each and every one of our employees to fulfil their potential. That’s why we continue to deliver comprehensive employee learning programmes, while making available more than 50 local employee resource groups that connect and support colleagues.See who's on our Board
The environment We want to minimise our impact on the environment
We’ve set a target to be net zero in our operations by 2030. In 2020, we will be expanding our carbon offsetting remit to offset all residual emissions to include Scope 1 and 2, Scope 3 flights, waste and data centres. View our interim targets and progress below.
We aim to minimise the environmental impact of our operations. Through our Sustainability Aspirations, we have set ambitious targets to achieve net zero emissions and only use renewable energy sources by 2030 and we are making great progress to meet these challenging targets. In 2020, we reduced our carbon emissions by 19 per cent and increased our use of renewable energy by 7 per cent and we have an interim target of 106,000 tCO2e by the end of 2021.
Water availability is a growing challenge in our markets and we continue to take a sustainable and responsible approach to managing water across our portfolio. In 2020, we reduced our overall water use by 29 per cent and will continue to improve our behaviour towards water reduction.
In 2020, we reduced our air travel by 64 per cent due to COVID-19 air travel restrictions. In 2021, we remain committed to reducing business travel emissions by 28 per cent, against a 2019 baseline, between 2020 and 2023. We will also continue to offset our Scope 3 emissions.
Our aim is to reduce paper use across our operations and since 2012 we have reduced consumption by 52 per cent against a target of 57 per cent. In 2021, we will continue to strive to hit our target of 10kg/FTE.
Our reporting criteria sets out the principles and methodology used to calculate our greenhouse gas (GHG) emissions while third-party assurer, Global Documentation, provides independent assurance of our Scope 1 and 2 GHG emissions, and our waste and water data, to ensure the accuracy and credibility of our reporting. In 2019, we set an ambitious new target to achieve zero emissions by 2030. Read our sustainability summary for more information.
Governance A strong culture
We work hard to promote good principles and valued behaviours across our organisation. For us, good governance is about having the right culture, structures and processes.
Financial crime prevention
Financial crime, such as bribery, corruption and money laundering, hinders economic progress and harms communities. We are strengthening our Financial Crime Compliance standards by improving our financial crime controls, training our colleagues and sharing best practice with our clients and partners.
Responsible selling and marketing
We want our clients to have the best possible experience when they bank with us, and to feel supported. That's why we have robust policies and procedures in place to help us identify and resolve any complaint. We aim to treat our clients fairly at all times, providing them with solutions that meet their evolving needs.
More on our approach to banking
We’re committed to promoting social and economic development in our markets through our core business of banking