ESG Data Table
The sustainability data set out below 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.
Customer satisfaction
2024
Credit cards - Trustpilot score
4.2/5
Vehicle finance - Trustpilot score
4.4/5
2023
Credit cards - Trustpilot score
N/A
Vehicle finance - Trustpilot score
N/A
Customer complaints
2024
Number of complaints
87,561
Number referred to FOS
34,393
% upheld by FOS
10%
Customer-facing training hours
0
2023
Number of complaints
69,609
Number referred to FOS
9,974
% upheld by FOS
14%
Customer-facing training hours
2,702
Colleague numbers
2024
Group headcount
1,269
2023
Group headcount
1,524
Female representation
2024
Female colleagues
46%
Female directors
35%
In senior management
34%
In middle management
39%
In first level management
42%
At colleague level
49%
2023
Female colleagues
48%
Female directors
31%
In senior management
34%
In middle management
39%
In first level management
43%
At colleague level
52%
Equality, diversity and inclusion
2024
Colleagues from a Black, Asian, other White or Minority Ethnic background
17%
Colleagues who have declared a disability
16%
Colleagues who have caring responsibilities
15%
Colleagues that identify as a gender other than male or female
1%
Colleagues from LGBTQ+ community
8%
2023
Colleagues from a Black, Asian, other White or Minority Ethnic background
18%
Colleagues who have declared a disability
18%
Colleagues who have caring responsibilities
11%
Colleagues that identify as a gender other than male or female
2%
Colleagues from LGBTQ+ community
6%
Learning and development
2024
Learning and development hours
22,759
Average number of L&D hours per colleague
18
2023
Learning and development hours
21,824
Average number of L&D hours per colleague
12
Absence and turnover
2024
Average number of absence days per colleague
6
2023
Average number of absence days per colleague
7
Colleagues who left
2024
% of colleagues who left voluntarily
47%
2023
% of colleagues who left voluntarily
15%
Health and safety
2024
Reportable accidents
1
Reportable accidents scaled up to 100,000 colleagues
79
Non-reportable accidents
17
Non-reportable accidents scaled up to 100,000 colleagues
1,340
2023
Reportable accidents
0
Reportable accidents scaled up to 100,000 colleagues
0
Non-reportable accidents
33
Non-reportable accidents scaled up to 100,000 colleagues
1,769
Whistleblowing
2024
Calls made to whistleblowing hotlines
2
2023
Calls made to whistleblowing hotlines
2
Social impact
2024
Colleague volunteering hours
2,546
Colleague matched funding
£12,001
2023
Colleague volunteering hours
1,696
Colleague matched funding
£16,592
Community investment breakdown
2024
Cash
£1,171,597
Management costs
£114,549
Value of colleague time
£77,271
Total community investment
£1,363,417
2023
Cash
£1,152,579
Management costs
£169,231
Value of colleague time
£62,225
Total community investment
£1,384,035
Environment
2024
Total greenhouse gas emissions (tonnes CO2e) (market-based)
288,968
Total greenhouse gas emissions (tonnes CO2e) (location-based)
288,986
Scope 1 emissions (tonnes CO2e)1
111
Gas use GHG emissions (tonnes CO2e)
107
Diesel and petrol GHG emissions (tones CO2e)
4
Scope 2 emissions
760
Electricity GHG emissions (tones CO2e) (market-based)
371
Electricity GHG emissions (tones CO2e) (location-based)
389
Scope 3 emissions
288,850
Suppliers’ emissions (tonnes CO2e) 2, 3
23,439
Water supply (tonnes CO2e)
1
Paper usage (tonnes CO2e)
90
Scope 1 and 2 associated ‘well-to-tank’ emissions (tonnes CO2e)
147
Waste collection and management (tonnes CO2e)
4
Water treatment (tonnes CO2e)
1
Air travel (tonnes CO2e) 4
889
Rail travel (tonnes CO2e)
23
Grey fleet (tonnes CO2e)
27
Other travel (tonnes CO2e)
4
Hotel stays (tonnes CO2e)
137
Scope 3 associated ‘well-to-tank’ emissions (tonnes CO2e)
275
Employee commuting to work (tonnes CO2e) 5
578
Employee homeworking (tonnes CO2e)
547
Downstream leased assets (market‑based) (tonnes CO2e) 7
–
Financed vehicles (tonnes CO2e) 8
262,417
Intensity ratio
0.69
Absolute waste arising (tonnes)
102
Recycled (tonnes)
80
Sent for energy recovery (tonnes)
13
Landfill (tonnes)
3
Waste from food (tonnes)
5
Paper usage for admin and marketing (tonnes)
67
2023
Total greenhouse gas emissions (tonnes CO2e) (market-based)
335,580
Total greenhouse gas emissions (tonnes CO2e) (location-based)
335,629
Scope 1 emissions (tonnes CO2e)1
202
Gas use GHG emissions (tonnes CO2e)
186
Diesel and petrol GHG emissions (tones CO2e)
15
Scope 2 emissions
1160
Electricity GHG emissions (tones CO2e) (market-based)
556
Electricity GHG emissions (tones CO2e) (location-based)
604
Scope 3 emissions
326,002
Suppliers’ emissions (tonnes CO2e) 2, 3
20,210
Water supply (tonnes CO2e)
1
Paper usage (tonnes CO2e)
10
Scope 1 and 2 associated ‘well-to-tank’ emissions (tonnes CO2e)
233
Waste collection and management (tonnes CO2e)
10
Water treatment (tonnes CO2e)
1
Air travel (tonnes CO2e) 4
358
Rail travel (tonnes CO2e)
62
Grey fleet (tonnes CO2e)
38
Other travel (tonnes CO2e)
161
Hotel stays (tonnes CO2e)
69
Scope 3 associated ‘well-to-tank’ emissions (tonnes CO2e)
81
Employee commuting to work (tonnes CO2e) 5
11 6
Employee homeworking (tonnes CO2e)
713
Downstream leased assets (market‑based) (tonnes CO2e) 7
–
Financed vehicles (tonnes CO2e) 8
303,846
Intensity ratio
0.59
Absolute waste arising (tonnes)
96
Recycled (tonnes)
54
Sent for energy recovery (tonnes)
30
Landfill (tonnes)
14
Waste from food (tonnes)
3
Paper usage for admin and marketing (tonnes)
11
Suppliers paid according to the Prompt Payment Code
2024
% of invoices paid within 30 days
97%
2023
% of invoices paid within 30 days
92%
Find a full breakdown in the ISAE 3000 Assurance Standard.