Group Chief Executive’s statement
This ESG report, the third we have produced, outlines the measures we are taking to live up to our responsibilities today, and illustrates our ongoing commitment to open, honest and meaningful non-financial disclosure.
It covers a number of topics, from the way we engage with our employees and address their concerns, to our impact on the environment, and customer satisfaction across all our businesses.
It provides an update on metrics that we have disclosed previously, and also a number of new items. These include new commitments to extend education and employment-linked training, both for our employees and for one million people across the globe, and details of how we are applying advanced analytics and AI to improve our customer service and enhance our ability to fight financial crime. We are also meeting our reporting obligations under the terms of the UN Global Compact, and renewing our commitment to the Compact’s 10 principles.
There are areas of our ESG performance in which we have made genuine strides. We have transformed – and continue to strengthen – our ability to detect and deter financial crime. We have been a leading international voice in calling for better climate-related disclosure, while also making good progress in mitigating our own impact on the environment. We have materially improved the way we listen to customers, and have used that data to improve our services.
The report shines a light on those successes, but also highlights where we still have work to do. We are committed to improving aspects of our performance where we can and must do better.
To read more please download:
Environmental, Social and Governance (ESG) Update, April 2018 (1.4MB, PDF)
Environmental, Social and Governance (ESG) Update, April 2018 Chinese (2MB, PDF)
Environmental, Social and Governance (ESG) Update, April 2018 Simplified Chinese (1.7MB, PDF)
ESG Factbook, 12 Apr 2018 (722KB, PDF)