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8 Annual Sustainability Report 9

IMPACT SUMMARY

We have made significant strides in our commitment to have a positive
impact on society and the environment, as highlighted in this Impact Report.
Our journey towards sustainability and ethical practices was marked by
achieving B Corp certification in April 2023, a testament to our dedication to
social and environmental performance, transparency, and accountability.

Customer Impact Colleague Impact Community Impact Environmental Impact Governance Impacts

We have focused on delivering We have fostered a supportive We have actively contributed Despite our naturally minimal We have strengthened our
exceptional customer service, and fulfilling work environment, to local causes, with donations direct impact, we have taken steps governance structure, integrating
especially during challenging as indicated by a high colleague and support for charities and to reduce our environmental ESG considerations into
economic times, by introducing satisfaction score and low turnover. community projects. Our footprint, achieving Green Level decision-making. Achievements
products like fixed-rate lending in Efforts to promote diversity and engagement with local and certification from Investors in the like B Corp certification and
response to customer demand. inclusion have been significant, smaller charities, alongside Environment. We have continued partnerships with organisations
Our commitment to SMEs is with notable representation across initiatives like the East Midlands to achieve carbon neutrality like the Lending Standards
evident through our continuous various demographics. Investment Chamber Environmental through investing in projects like Board and the Specialist Vehicle Further detail
service and support, reflected in in training and development, Impact Award sponsorship, the Zambia Western Province Safe Trade Association reflect our
improved Savings Net Promoter alongside initiatives like mental demonstrates our commitment Water Project and are working to commitment to sustainable and on each and our
Scores and a decrease in health support and flexible working to making a positive difference develop a Net Zero plan. responsible lending. ambitions for
complaints per 1000 customers. arrangements, underscores our in the community. 2024 are set out
commitment to our colleagues.
within this report.

CUSTOMER COLLEAGUE COMMUNITY ENVIRONMENT GOVERNANCE

Proportion of Colleague Given 2 days to Investors In the
lending to SMEs Satisfaction each colleague Environment B Corp
97 %* 76 % for volunteering Green Level certification

£37,676 92.84 £20m
Value (in GBP) of Women in Senior
lending to SMEs Management donated to tonnes of emissions investment from BBB
charities in 2023 in 2023
£318m * 40 % Interim registration

0.80 with LSB

An award winning 2,350 tonnes of CO e per £m
year, including 2
Community Training Hours Offset
Lender of the Year
(NACFB) and Best 140
Business Fixed tonnes of CO
2
Account Provider (540 over last 5 years)
(Moneyfacts)
* To FYE 31 Dec 2023 (based on total lending of £328m)