ESG Data Table
The sustainability data set out below and in the Vanquis Banking Group plc Annual Report and Financial Statements 2025 has been independently assured by SLR Consulting Limited in accordance with the ISAE 3000 Assurance Standard.
Customer satisfaction
2025
Overall customer satisfaction
83.7
2024
Overall customer satisfaction
83.5
Customer complaints
2025
Number of complaints
52,919
Number referred to FOS
8,533
% upheld by FOS
33%
2024
Number of complaints
87,561
Number referred to FOS
34,393
% upheld by FOS
10%
Colleague numbers
2025
Group headcount
1,293
2024
Group headcount
1,269
Female representation
2025
Female colleagues
48%
Female directors
27%
In senior management
34%
In middle management
41%
In first level management
47%
At colleague level
52%
2024
Female colleagues
46%
Female directors
35%
In senior management
34%
In middle management
39%
In first level management
42%
At colleague level
49%
Equality, diversity and inclusion
2025
Colleagues from a Black, Asian, other White or Minority Ethnic background
18%
Colleagues who have declared a disability
13%
Colleagues who have caring responsibilities
14%
Colleagues that identify as a gender other than male or female
1%
Colleagues from LGBTQ+ community
7%
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%
Learning and development
2025
Learning and development hours
29,996
Average number of L&D hours per colleague
23
2024
Learning and development hours
22,759
Average number of L&D hours per colleague
18
Absence and turnover
2025
Average number of absence days per colleague
5
2024
Average number of absence days per colleague
6
Colleagues who left
2025
Total colleague turnover rate
10%
% of colleagues who left voluntarily
74%
2024
Total colleague turnover rate
30%
% of colleagues who left voluntarily
47%
Health and safety
2025
Reportable accidents
0
Reportable accidents scaled up to 100,000 colleagues
0
Non-reportable accidents
13
Non-reportable accidents scaled up to 100,000 colleagues
1,005
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
Whistleblowing
2025
Calls made to whistleblowing hotlines
4
2024
Calls made to whistleblowing hotlines
2
Social impact
2025
Colleague volunteering hours
3,061
Colleague matched funding
£10,199
2024
Colleague volunteering hours
2,546
Colleague matched funding
£12,001
Community investment breakdown
2025
Cash
£784,125
Management costs
£54,792
Value of colleague time
£90,208
Total community investment
£929,125
2024
Cash
£1,171,597
Management costs
£114,549
Value of colleague time
£77,271
Total community investment
£1,363,417
Environment
2025
Total greenhouse gas emissions (tonnes CO2e) (market-based)
148,305
Total greenhouse gas emissions (tonnes CO2e) (location-based)
148,519
Scope 1 emissions (tonnes CO2e)
196
Gas use GHG emissions (tonnes CO2e)
53
Diesel and petrol GHG emissions (tonnes CO2e)
0.5
Fugitive emissions (tonnes CO2e)1
142
Scope 2 emissions
332
Electricity GHG emissions (tonnes CO2e) (market-based)2
59
Electricity GHG emissions (tonnes CO2e) (location-based)
273
Scope 3 emissions
148,049
Suppliers’ emissions (tonnes CO2e)3,4
31,275
Water supply (tonnes CO2e)
1
Paper usage (tonnes CO2e)5
57
Scope 1 and 2 associated ‘well-to-tank’ emissions (tonnes CO2e)
115
Waste collection and management (tonnes CO2e)
1
Water treatment (tonnes CO2e)
1
Air travel (tonnes CO2e) 4
927
Rail travel (tonnes CO2e)
41
Grey fleet (tonnes CO2e)
34
Other travel (tonnes CO2e)
2
Hotel stays (tonnes CO2e)
47
Scope 3 associated ‘well-to-tank’ emissions (tonnes CO2e)
325
Employee commuting to work (tonnes CO2e)6
433
Employee homeworking (tonnes CO2e)
519
Financed vehicles (tonnes CO2e)7
114,272
Intensity ratio
0.33
Absolute waste arising (tonnes)
148
Recycled (tonnes)
99
Sent for energy recovery (tonnes)
34
Landfill (tonnes)
1
Waste from food and compost (tonnes)
14
Paper usage for admin and marketing (tonnes)
42
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)
111
Gas use GHG emissions (tonnes CO2e)
107
Diesel and petrol GHG emissions (tonnes CO2e)
4
Fugitive emissions (tonnes CO2e)1
–
Scope 2 emissions
760
Electricity GHG emissions (tonnes CO2e) (market-based)2
371
Electricity GHG emissions (tonnes CO2e) (location-based)
389
Scope 3 emissions
288,849
Suppliers’ emissions (tonnes CO2e)3,4
23,439
Water supply (tonnes CO2e)
1
Paper usage (tonnes CO2e)5
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)6
578
Employee homeworking (tonnes CO2e)
547
Financed vehicles (tonnes CO2e)7
262,417
Intensity ratio
0.43
Absolute waste arising (tonnes)
102
Recycled (tonnes)
80
Sent for energy recovery (tonnes)
13
Landfill (tonnes)
3
Waste from food and compost (tonnes)
5
Paper usage for admin and marketing (tonnes)
67
Suppliers paid according to the Prompt Payment Code
2025
% of invoices paid within 30 days
98%
2024
% of invoices paid within 30 days
97%
1 The fugitive GHG emissions that arise from the use and maintenance of the air conditioning systems and units in our offices are reported for the first time in FY25. This is why there is no comparable data for FY24.
2 The market-based emission factors from one of our two electricity suppliers, which provides electricity to our London office, are in CO2 and not CO2e (i.e. do not include non-CO2 emissions). The emissions factors used in the market-based method for this supplier covers the period 1st April 2024–31st March 2025 only. The electricity provided to our other offices in Bradford, Chatham and Petersfield is 100% renewable and therefore has a market-based emission factor of 0.
3 When calculating the suppliers’ carbon emissions using the spend-based method, we have used the US Environmental Protection Agency Economically Extended Input-Output methodology which uses the North American Industry Classification System (NAICS) emission factors. These emission factors were published in 2024 and provide kg of carbon dioxide equivalents per 2022 US dollar (USD). As such, our supplier spend figures have been converted into USD using an exchange rate of GBP 1 to USD 1.34. In addition, an inflation rate of £1.15 has been implemented to ensure accuracy and transparency. Specific GHG emission conversion factors that relate to specific NAICS code categories have been applied to 80% of the Group’s suppliers by spend, with an NAICS code average conversion factor applied to the remaining 20% of suppliers by spend.
4 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.
5 Paper use figures includes paper used for office/administration, marketing and operation purposes.
6 Employee commuting to work emissions (tCO2e) are based on our 2025 employee survey.
7 The GHG emissions from the vehicles that are financed by the Group are based on the number of live vehicle finance agreements for the 2025 reporting period. The methodology used to calculate these emissions aligns with the PCAF Standard which relates to measuring and reporting scope 3 category 15 emissions. In calculating these emissions, we have assumed a mileage of 7,100 miles per annum (2024: 12,000 per annum) based on the UK Government’s Department for Transport National Travel Survey (August 2025) and used real-world category average emission factors published by Department for Energy Security and Net Zero.
Find a full breakdown in the ISAE 3000 Assurance Standard.