Page 14 - 86395_CCB - 2024 Annual Report (web)

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Stakeholder engagement
The Bank has maintained regular dialogue with all its key stakeholders throughout the year. The table below sets
out the Bank’s key stakeholders and the main methods by which the Board and Management engage.

Stakeholder Description Engagement

Shareholders The Bank has two Both Shareholders’ have Non‑Executive Director representatives on
Shareholders each the Board and Board sub‑committees and are therefore fully involved
holding 50% of the in the decision making of the Bank.
Bank’s ordinary In addition, Board members meet with both Shareholders outside of
share capital Board meetings on a regular basis to enable the Board to understand
the Shareholders expectations.

Customers The Bank has The Bank undertakes regular activity to gather customer feedback.
around 11,000 The results of which are shared with colleagues and the Board and
deposit customers incorporated into its future business development plans. We also
and 1,700 lending use this feedback to monitor and validate our approach to products,
customers services, and the way we interact with customers.
The Bank engages with lending and deposit intermediaries who
introduce business to the Bank as well as having regular dialogue
with customers.
Customer support remains a key strategic priority for the Bank in its
response to the current unpredictable economic environment.
During the year, the feedback from engagement with customers and
intermediaries has been used by the Board to understand the appetite
for future development of our digital proposition and our strategy for
creating products to suit customer needs.

Employees The average The Bank undertakes an annual internal colleague survey, which this
number of people year has been adapted to utilise a market‑wide engagement partner
employed by the to get better colleague insights and comparator benchmarking against
Bank during the market and industry. We have achieved our highest ever participation
year was 243 rates in our employee engagement survey (86%) and record strong
scores of colleague engagement at 80%. The Board reviews the
colleague survey results and receives regular reports from the CEO on
the activities of the Colleague Forum.
During the year the Board has had regular updates on colleague
issues, including cultural and colleague performance measures, that
generate our strategic approach towards colleague each year.
The Bank continues to support its colleague forums namely – Green
Team, Charities Group, and Social Group. These forums feed into
the Bank’s governance allowing us to receive colleague feedback
generally and in relation to our ESG activities.
The Bank continues to offer colleagues electric vehicle and bicycle
financing schemes.

Suppliers Business and Management regularly meets with the Bank’s key suppliers, particularly
individuals who those providing important business services and information
provide services technology systems.
and goods which The Bank pays over 95% of suppliers within 30 days. We have
the Bank uses consistently received a Fast Payer Award from Good Business Pays
to deliver its since 2021.
products to its end The Bank has an active engagement process with any material
customers
supplier to help us understand how we can work better together and
ensure the efficient operation of the supplier relationships.