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10 Annual Sustainability Report 11

CUSTOMERS CUSTOMER SME lending metrics = lending through the cycle including covid

Proportion of
400
lending to SMEs
350
97 %* 300

Ethos 250

200
Banking goes beyond a simple transaction. We are Value (in GBP) of
continuously exploring ways to deliver exceptional lending to SMEs 150
customer service, seeking and evaluating * 100
feedback to drive our continuous improvement. £318m 50
0
An overriding commitment for the Bank is to do what is right. 2019 2020 2021 2022 2023 2024 2025 2026
This includes a continuous service commitment to our customers An award winning
that was evident during the challenges of the Covid pandemic, year, including
and is ongoing in this challenging economic time.
Community Through a turbulent economic period that has been Aligning ourselves with industry bodies
Lender of the Year challenging for our customers we are proud to have and memberships or registrations
2023 Highlights (NACFB) and Best provided continuity of lending and saving products that help to ensure the best possible

through 2023. A fixed rate lending product was also
Business Fixed introduced in response to customer demand. outcomes for customers and the highest
As one of our key principles is to support SMEs to
achieve their ambitions, we celebrate deals that do Account Provider A key element of our SME focus is having an possible standards from members.
exactly that. (Moneyfacts) experienced and knowledgeable front line team
that understands the customer’s need and can tailor
a lending facility that is right for them. This is then
Sussex-based care home operator expands portfolio backed up by a relationship management team
with funding from Cambridge & Counties Bank
to extend the relationship beyond the initial deal,
Led by Directors Sujith Achuthan Nair, Rajesh Kumar through annual reviews and subsequent deals or
and Asok Nair, Parkside Lodge Health Care Ltd has at the end of the relationship.
bought a 22-bedroom facility located in the coastal Customer feedback is key to ensuring we meet our In alignment with our commitment to excellence and
village of East Wittering, south of Chichester in customer commitments. We were pleased to receive customer satisfaction, we have proactively implemented
West Sussex. the FCA’s Consumer Duty, ensuring our practices not
positive feedback and continue to listen and react
The property, rated Good by the Care Quality positively when there are challenges or dissatisfaction. only comply with regulatory standards but the essence
Commission, is a substantially extended 1930s of the duty is engrained across the whole organisation.

bungalow, offering 21 single bedrooms and one We also like to celebrate and recognise the
twin room. The management team at Parkside Lodge achievements for our customers. We are pleased to
was introduced to Cambridge & Counties Bank by Savings Net Promoter Scores* have been recognised externally for several awards:
Neil Collins at panel broker Christie Finance Ltd.
The funding has been provided over a 15-year term 63 Business Moneyfacts Awards 2024
at 55% LTV. •
 River Tilt Park secures multi-million refinance 41 46 • Commended – Best Business Fixed Account Provider

Sujith Nair has been a Director at Parkside Lodge from Cambridge & Counties Bank • • • Commended – Best Service from a Commercial
since May 2021, acting as the HR and Accounts Mortgage Provider
Manager within the company; he also owns a Perthshire’s River Tilt Park, a family-run holiday site,

separate 24-bed home called Maryfield Care Home has received a significant finance package from 2020/21 2022 2023 NACFB Commercial Lender Awards 2023

alongside his wife. Rajesh Kumar, a Director at Cambridge & Counties Bank for redevelopment and * Likelihood customers would recommend CCB to a friend • Winner – Community Lender of the Year

the company since 2021, is the Health and Safety debt refinancing. The funding includes a six-figure or colleague. Third party benchmarking indicated sector
Co-ordinator and Maintenance Manager. Asok Nair refurbishment loan, facilitating upgrades to lodges, average to be 35. Business Moneyfacts Awards 2023
also has previous experience in managing care the leisure centre, and the completion of The
homes, as well as a background in nursing and Roundhouse Inn’s redevelopment. Located in the Complaints per 1000 customers: • Winner – Best Business Fixed Account Provider
healthcare teaching. Cairngorms National Park, River Tilt Park attracts over • Highly commended – Best Service from a
1.5 million visitors annually, offering facilities like a * To FYE 31 Dec 2023 (based on total lending of £328m) Commercial Finance Provider

Cambridge & Counties Bank has a long track record leisure club with a swimming pool and restaurant. 6.30
in supporting businesses and entrepreneurs in the UK The NACFB Patron’s refurbishment loan supports light • 4.60 4.60 Savings Champion Awards 2023
care home sector. The bank expanded its Real Estate redevelopment, offering benefits like no valuation fee • • 3.95 • Winner – Best Business Fixed Rate Bond Provider

Finance (REF) team by nearly a third in FY2022 to until approval and conversion options to a term loan, •
meet an increased demand for its bespoke solutions catering up to £2.5 million for seasoned property • Finalists – Best Business Notice Account Provider
from clients, many of which operate in the care investors. The move is part of the Bank’s effort to 2020 2021 2022 2023

home sector. meet the growing demand for real estate finance.