2023 sustainability data assurance statement
The sustainability data set out above and in the Vanquis Banking Group plc Annual Report and Financial Statements 2023 has been independently assured by SLR Consulting Limited in accordance with the ISAE 3000 Assurance Standard
|
Metric |
2023 |
2022 |
2021 |
2020 |
Customer satisfaction |
|
|
|
|
|
Credit cards customer satisfaction rate |
4.4/5 |
4.6/5 |
4.7/5 |
4.6/5 |
|
Vehicle finance Feefo score |
4/5 |
4.3/5 |
4.4/5 |
4.5/5 |
|
Snoop |
96% |
- |
- |
- |
Customer complaints |
|
|
|
|
|
Total number of complaints |
69,609 |
28,576 |
66,516 |
90,264 |
|
Total number of complaints referred to the Financial Ombudsman Service (FOS) |
9,974 |
2,953 |
13,313 |
13,736 |
|
% of complaints referred to FOS upheld in customer’s favour |
14% |
35% |
65% |
65% |
|
Total customer-focused training hours |
2,702 |
41,665 |
39,509 |
55,229 |
Colleague numbers |
|
|
|
|
|
Group total |
1,524 |
2,005 |
2,535 |
4,232 |
|
Credit card division |
859 |
1,225 |
1,385 |
1,471 |
|
Vehicle finance division |
300 |
410 |
407 |
389 |
|
Corporate office |
319 |
370 |
180 |
96 |
|
Snoop |
46 |
- |
- |
- |
Female representation |
|
|
|
|
|
Female colleagues |
48% |
50% |
54% |
54% |
|
Female directors |
31% |
26% |
21% |
19% |
|
Female colleagues in senior management positions |
34% |
33% |
27% |
38% |
|
Female colleagues in middle management |
39% |
40% |
41% |
38% |
|
Female colleagues in first level management |
43% |
36% |
55% |
47% |
|
Female colleagues at colleague level |
52% |
54% |
57% |
57% |
Equality, diversity and inclusion |
|
|
|
|
|
Colleagues from a Black, Asian, other White or Minority Ethnic background |
18% |
17% |
19% |
11% |
|
Colleagues who have declared a disability |
18% |
18% |
20% |
5% |
|
Colleagues who received free school meals during school years |
- |
17% |
17% |
— |
|
Colleagues that identify as a gender other than male or female |
2% |
0.6% |
0.4% |
0.3% |
|
Colleagues from LGBTQ+ community |
6% |
6% |
7% |
7% |
Learning and development |
|
|
|
|
|
L&D hours |
21,824 |
58,514 |
59,580 |
56,501 |
|
Average number of L&D hours per colleague |
12 |
29 |
24 |
13 |
Absence and turnover |
|
|
|
|
|
Average number of absence days per colleague |
7 |
11 |
15 |
12 |
|
Average number of absence days – corporate office |
2 |
5 |
2 |
2 |
|
Average number of absence days – credit card division |
8 |
14 |
16 |
15 |
|
Average number of absence days – vehicle finance division |
5 |
6 |
8 |
7 |
|
Average number of absence days – Snoop |
1 |
- |
- |
- |
Colleagues who left |
41% |
29% |
69% |
26% |
|
% of colleagues who left voluntarily |
15% |
63% |
40% |
49% |
Health and safety |
|
|
|
|
|
Reportable accidents |
0 |
0 |
2 |
7 |
|
Reportable accidents scaled up to 100,000 colleagues |
0 |
0 |
78 |
165 |
|
Non-reportable accidents |
33 |
24 |
80 |
277 |
|
Non-reportable accidents scaled up to 100,000 colleagues |
1,769 |
1,197 |
3,155 |
6,545 |
Whistleblowing |
|
|
|
|
|
Calls made to whistleblowing hotlines |
2 |
1 |
2 |
13 |
Social impact |
|
|
|
|
|
Colleague volunteering hours |
1,696 |
1,014 |
425 |
509 |
|
Grants distributed through community foundations |
30 |
27 |
51 |
44 |
|
Colleague matched funding |
£16,592 |
£10,228 |
£9,938 |
£8,169 |
Community investment breakdown |
|
|
|
|
|
Cash |
£1,152,579 |
£1,221,822 |
£1,230,677 |
£1,035,984 |
|
Management costs |
£169,231 |
£156,592 |
£126,649 |
£143,129 |
|
Value of colleague time |
£62,269 |
£54,753 |
£12,116 |
£11,219 |
|
Total community investment |
£1,384,035 |
£1,399,545 |
£1,369,442 |
£1,190,332 |
Environment |
|
|
|
|
|
Total greenhouse gas emissions |
335,580 |
247,788 |
18,786 |
Not measured |
|
Total greenhouse gas emissions |
335,629 |
248,197 |
19,589 |
4,720 |
|
Scope 1 emissions (tonnes CO2e) |
202 |
154 |
311 |
408 |
|
Gas use (tonnes CO2e) |
186 |
142 |
200 |
230 |
|
Diesel and petrol (tonnes CO2e) |
15 |
13 |
111 |
178 |
|
Scope 2 emissions |
604 |
862 |
928 |
1,113 |
|
Electricity use ‘location-based’ (tonnes CO2e) |
604 |
862 |
928 |
1,113 |
|
Electricity use ‘market-based’ (tonnes CO2e)1 |
556 |
453 |
125 |
Not measured |
|
Scope 3 emissions (tonnes CO2e) |
334,823 |
247,181 |
18,350 |
3,199 |
|
Suppliers’ emissions (tonnes CO2e)2 |
20,210 |
16,396 |
17,548 |
Not measured |
|
Water supply (tonnes CO2e) |
1 |
2 |
1 |
— |
|
Paper usage (tonnes CO2e) |
10 |
22 |
31 |
Not measured |
|
Scope 1 and 2 associated ‘well-to-tank’ emissions (tonnes CO2e) |
233 |
332 |
409 |
327 |
|
Waste collection and management (tonnes CO2e) |
10 |
13 |
15 |
102 |
|
Water treatment (tonnes CO2e) 3 |
1 |
3 |
2 |
24 |
|
Air travel (tonnes CO2e) |
358 |
96 |
2 |
16 |
|
Rail travel (tonnes CO2e) |
62 |
62 |
26 |
4 |
|
Grey fleet (tonnes CO2e) |
38 |
22 |
228 |
2,073 |
|
Other travel (tonnes CO2e) |
161 |
13 |
4 |
Not measured |
|
Hotel stays (tonnes CO2e) |
69 |
29 |
8 |
Not measured |
|
Scope 3 associated ‘well-to-tank’ emissions (tonnes CO2e) |
81 |
287 |
74 |
440 |
|
Employee commuting to work (tonnes CO2e) |
9,053 |
981 |
Not measured |
Not measured |
|
Employee homeworking (tonnes CO2e) 4 |
713 |
1,408 |
Not measured |
Not measured |
|
Downstream leased assets (market‑based) (tonnes CO2e)5 |
0 |
0 |
0 |
Not measured |
|
Financed vehicles (tonnes CO2e)6 |
303,846 |
227,524 |
Not measured |
Not measured |
|
Intensity ratio |
0.59 |
0.79 |
1.02 |
0.88 |
|
Air travel (miles) |
1,765,860 |
163,728 |
4,334 |
45,669 |
|
Rail travel (miles) |
1,016,954 |
1,090,520 |
466,452 |
297,290 |
|
Grey fleet (miles) |
140,242 |
80,565 |
828,918 |
5,945,671 |
|
Other travel (miles) |
1,108 |
15,362 |
14,707 |
Not measured |
|
Absolute waste arising (tonnes) |
96 |
187 |
256 |
389 |
|
Recycled (tonnes) |
54 |
121 |
136 |
113 |
|
Sent for energy recovery (tonnes) |
30 |
47 |
98 |
59 |
|
Landfill (tonnes) |
14 |
19 |
23 |
216 |
|
Waste from food |
3 |
- |
- |
- |
|
Paper usage for admin and marketing (tonnes) |
11 |
24 |
36 |
95 |
Suppliers paid according to the Prompt Payment Code |
|
|
|
|
|
Corporate office |
95% |
94% |
92% |
91% |
|
Credit card division |
94% |
99% |
99% |
100% |
|
Vehicle finance division |
98% |
99% |
99% |
99% |
|
Snoop |
80% |
- |
- |
- |
Investor indices |
|
|
|
|
|
Dow Jones Sustainability Indices |
54 |
55 |
57 |
61 |
|
FTSE4Good score |
- |
— |
— |
4.7/5 |
|
Carbon Disclosure Project
|
B- Management
|
B- Management
|
B- Management
|
D
|
1 The market-based emission factors from two suppliers are in CO2 and not CO2e (i.e. do not include non-CO2 emissions); however, the variance between CO2 and CO2e is considered to not be material. The supplier emissions factors used in market-based method covers the period 1st April 2022 – 31st March 2023 only.
2 When calculating the suppliers’ carbon emissions using the spend-based method, we used the UK Government Department for Business, Energy & Industrial Strategy which was published in June 2023 and present data from 2019. However, due to inflation, an inflation rate of £1.23 has been implemented to ensure accuracy and transparency.
3 In the absence of water treatment volume data for some offices, we have assumed that the water treatment volume is the same as the water supply volume; this approach results in an overestimate of the water treatment volumes.
4 Employee Commuting to Work emissions (tCO2e) are based on the 2023 employee survey. The significant increase in employee commuting emissions is due to the change in calculations approach. This year environmental factors provided from the UK Gov have been applied.
5 The market-based method was used to calculate the emissions associated with an office that is leased by the Group where 100% renewable electricity is used.
6The emissions from the vehicles that are financed by the Group are based on the number of live vehicle financial agreements for the 2023 reporting period. The vehicle emission factors are in CO2 and not CO2e (i.e. do not include non-CO2 emissions); however, the variance between CO2 and CO2e is not considered to be material.
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