2024 sustainability data assurance statement
The sustainability data set out above and in the Vanquis Banking Group plc Annual Report and Financial Statements 2024 has been independently assured by SLR Consulting Limited in accordance with the ISAE 3000 Assurance Standard
|
Metric |
2024 |
2023 |
Customer satisfaction |
|
|
| Credit cards - Trustpilot score |
4.2/5 |
N/A |
| Vehicle finance - Trustpilot score |
4.4/5 |
N/A |
Customer complaints |
|
|
| Total number of complaints |
87,561 |
69,609 |
| Total number of complaints referred to the FOS |
34,393 |
9,974 |
| % of complaints referred to the FOS upheld in the customers favour |
10 |
14% |
| Total customer-facing training hours |
0 |
2,702 |
Colleague numbers |
|
|
| Group total headcount |
1,269 |
1,524 |
Female representation |
|
|
|
Female colleagues |
46% |
48% |
|
Female directors |
35% |
31% |
|
Female colleagues in senior management positions |
34% |
34% |
|
Female colleagues in middle management |
39% |
39% |
|
Female colleagues in first level management |
42% |
43% |
|
Female colleagues at colleague level |
49% |
52% |
Equality, diversity and inclusion |
|
|
|
Colleagues from a Black, Asian, other White or Minority Ethnic background |
17% |
18% |
|
Colleagues who have declared a disability |
16% |
18% |
| Colleagues who have caring responsibilities |
15% |
11% |
| Colleagues that identify as a gender other than male or female |
1% |
2% |
| Colleagues from LGBTQ+ community |
8% |
6% |
Learning and development |
|
|
| Learning and development hours |
22,759 |
21,824 |
| Average number of L&D hours per colleague |
18 |
12 |
Absence and turnover |
|
|
| Average number of absence days per colleague |
6 |
7 |
Colleagues who left |
|
|
| % of colleagues who left voluntarily |
47% |
15% |
Health and safety |
|
|
|
Reportable accidents |
1 |
0 |
|
Reportable accidents scaled up to 100,000 colleagues |
79 |
0 |
|
Non-reportable accidents |
17 |
33 |
|
Non-reportable accidents scaled up to 100,000 colleagues |
1,340 |
1,769 |
Whistleblowing |
|
|
|
Calls made to whistleblowing hotlines |
2 |
2 |
Social impact |
|
|
|
Colleague volunteering hours |
2,546 |
1,696 |
|
Colleague matched funding |
£12,001 |
£16,592 |
Community investment breakdown |
|
|
|
Cash |
£1,171,597 |
£1,152,579 |
|
Management costs |
£114,549 |
£169,231 |
|
Value of colleague time |
£77,271 |
£62,225 |
|
Total community investment |
£1,363,417 |
£1,384,035 |
Environment |
|
|
| Total greenhouse gas emissions (tonnes CO2e) (market-based) |
288,968 |
335,580 |
| Total greenhouse gas emissions (tonnes CO2e) (location-based) |
288,986 |
335,629 |
|
Scope 1 emissions (tonnes CO2e)1 |
111 |
202 |
| Gas use GHG emissions (tonnes CO2e) |
107 |
186 |
| Diesel and petrol GHG emissions (tonnes CO2e) |
4 |
15 |
|
Scope 2 emissions |
||
| Electricity GHG emissions (tonnes CO2e) (market-based) |
371 |
556 |
| Electricity GHG emissions (tonnes CO2e) (location-based) |
389 |
604 |
|
Scope 3 emissions |
||
| Suppliers’ emissions (tonnes CO2e) 2, 3 |
23,439 |
20,210 |
| Water supply (tonnes CO2e) |
1 |
1 |
| Paper usage (tonnes CO2e) |
90 |
10 |
| Scope 1 and 2 associated ‘well-to-tank’ emissions (tonnes CO2e) |
147 |
233 |
| Waste collection and management (tonnes CO2e) |
4 |
10 |
| Water treatment (tonnes CO2e) |
1 |
1 |
| Air travel (tonnes CO2e) 4 |
889 |
358 |
| Rail travel (tonnes CO2e) |
23 |
62 |
| Grey fleet (tonnes CO2e) |
27 |
38 |
| Other travel (tonnes CO2e) |
4 |
161 |
| Hotel stays (tonnes CO2e) |
137 |
69 |
| Scope 3 associated ‘well-to-tank’ emissions (tonnes CO2e) |
275 |
81 |
| Employee commuting to work (tonnes CO2e) 5 |
578 |
116 |
| Employee homeworking (tonnes CO2e) |
547 |
713 |
| Downstream leased assets (market‑based) (tonnes CO2e) 7 |
- |
- |
| Financed vehicles (tonnes CO2e) 8 |
262,417 |
303,846 |
|
Intensity ratio |
0.69 |
0.59 |
| Absolute waste arising (tonnes) |
102 |
96 |
| Recycled (tonnes) |
80 |
54 |
| Sent for energy recovery (tonnes) |
13 |
30 |
| Landfill (tonnes) |
3 |
14 |
| Waste from food (tonnes) |
5 |
3 |
| Paper usage for admin and marketing (tonnes) |
67 |
11 |
Suppliers paid according to the Prompt Payment Code |
|
|
| % of invoices paid within 30 days |
97% |
92% |
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 the market-based method covers the period 1st April 2023 – 31st March 2024 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 £1.02 has been implemented to ensure accuracy and transparency. Specific GHG emission conversion factors that relate to specific SIC code categories have been applied to 77% of the Group's suppliers by spend, with a SIC code average conversion factor applied to the remaining 23% suppliers by spend.
3 In the absence of wastewater treatment volume data for some offices, we have assumed that the wastewater treatment volume figures are the same as the water supply volume figures; this approach results in an overestimate of the total water treatment volumes.
4 The significant increase in business travel emissions is due to corresponding increase in the amount of business travel that colleagues have engaged in to destinations associated with our outsource partners.
5 Employee Commuting to Work GHG emissions (tCO2e) are based on a 2024 employee survey. The significant increase in employee commuting GHG emissions is due to a corresponding increase in colleagues travelling to our main business premises.
6 This figure was reported as 9,052 tonnes of CO2e in 2023 but has been restated to 724 tonnes of CO2e to correct a reporting error.
7 The office that was leased by the Group during 2023 is no longer being leased by the Group.
8 The emissions from the vehicles that are financed by the Group are based on the number of live vehicle financial agreements for the 2024 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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