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Responsible business

Serving customers well means more to us than delivering great customer service. We want all our customers – and the customers of the future – to make better financial decisions for the long term, and achieve the best possible financial wellbeing. We also want to be viewed as a responsible business, serving today’s customers in a way that also helps the future generation. This commitment is key to achieving our ambition to be number one for customer service, trust and advocacy.


To support that, we need to run our bank efficiently and ethically, making sure our conduct is exemplary, our risk management is robust, and our commitment to the environment, our partners and society more broadly reflects our broader ambition.

We’re determined to do the right thing by our customers, our communities and the planet: that’s how we’ll become number one for customer service, trust and advocacy.


“We’re building a bank that anticipates the needs of customers, that puts them in control of how, when and where they do their banking and gives them the support needed to adapt in an ever changing world.”

Les Matheson, CEO Personal and Business Banking