Responsible Business

We seek to drive beyond industry best practice in everything we do, and set the standard as an innovative business partner. This includes the way that we think about our own sustainability programme, and the positive impact that we can have in communities where people use payments to support their day-to-day lives.

We evolve our Responsible Business programme to recognise current social and environmental impacts that could affect our business and our surrounding communities. Through 2016 and beyond we will continue to recognise and grasp opportunities to create new products and services that address social and environmental needs, support economic growth and contribute to the success of the UK economy.

Corporate Responsibility Index

Every year we measure the effectiveness of our responsible business vision and its implementation. In 2015 we were proud to be awarded three and a half stars for achieving 94% on the Business In The Community (BITC) Corporate Responsibility Index.

Investors in People


We have been awarded gold accreditation against the Investors in People Standard, joining the top seven per cent of accredited organisations across the UK, demonstrating their commitment to high performance through good people management. 

Investors in People is the international standard for people management, defining what it takes to lead, support and manage people effectively to achieve sustainable results. 

ISO14001 Environmental Management Standard

All of our operational sites conform to the ISO14001 Environmental Standard, an internationally recognised benchmark that demonstrates our ongoing commitment to manage impacts successfully, ensuring that our actions have a positive and protecting effect on the environment wherever possible.

United Nations Global Impact

We are an active participant the UN Global Compact, aligning our operations and strategies with the ten universally accepted principles and working practices in the areas of human rights, labour, environment and anti-corruption. All our suppliers are expected to comply with our Code of Conduct which is based around the ten principles.

In addition to our existing key supplier list we are working to improve access for SME’s and local vendors, by providing business mentoring and developing procurement channels that avoid high cost overheads. We have initiatives in place to reduce or remove any barriers to SME engagement.

Our Customer Service

We are dedicated to providing world-class customer service and, together with the Institute of Customer Service (ICS), we are continually planning and improving the service we provide. The Service Desk Institute 4-star award which we received for the fourth consecutive year, (an accolade shared with only five other Service Desks worldwide) is just one acknowledgement of our consistently high standards.

We are dedicated to providing flawless customer experience and, as a result, customer satisfaction is always extremely high. We listen to our customers and we survey them on a variety of topics including their feedback on our social and environmental initiatives.

Success underpinned by experts

As an accredited Investors in People (IiP) Gold and Best Companies one-star company, we continually review and challenge our processes against rigorous national standards. Our organisation is reliant on collective expertise and this includes nurturing the correct behavioural and leadership qualities.

We develop a culture of continuous improvement and review against a robust framework, attracting, developing and retaining high-calibre employees. Our Learning and Development strategy aligns people’s requirements with the identification of business needs, underpinning our corporate behaviours. By investing in our people, we believe we are creating both a positive culture and also a sustainable workforce.

Innovation in society

Over time, needs and customer expectations change – as does the power and potential of technology – and nowhere is this more true than in real-time payments, where our innovation is transforming the payments landscape. Our newest innovation, Pay By Bank App, will connect consumers and merchants with their bank accounts, in real time, allowing them to view live balances and make informed decisions while they’re in the shop, at the restaurant or on the web page.

It’s not just in the UK that we are innovating. In 2014, we delivered FAST to the Singaporean economy – meaning that consumers and businesses there now benefit from real-time payments too. And in December 2015, we signed a contract to provide our real-time payments technology to The Clearing House in the United States, the world's largest payments market.

We have continued to work on the sustainable options that encourage social benefits by working with the UK Government and Payments UK to deliver services that encourage competitiveness in industry, improving cashflow, opening up opportunities to more consumers and demographics.

Considering the planet

Facilitating economic growth inevitably requires more capacity from our Data Centres, increasing the resource of electricity and water consumption that is required to run our technology.

When any project requires changes to the infrastructure within the Data Centres, we consider the environmental impact at the business case stage. Wherever possible we aim to develop and enhance products and services with energy efficient technology.

Keep up to date with all the latest news in the payments industry with our newsletter CONNECT.

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