B E T T E RCorporate Responsibility Report 2013

OUR SUSTAINABLE SUCCESSThis is Callcredit’s third Corporate Responsibility report

and I am delighted to reflect on progress.

We are particularly proud of our partnership with Barca,

a charity in Leeds. We help Barca with what we’re good

at – strategy, technology, data. This enables Barca to

focus on what they’re good at – helping people with health

and poverty challenges to a place that’s better for them.

Innovation in our products and services continues to deliver

social value, for example, supporting responsible lending,

age verification, financial literacy, fraud negation.

In 2013 we raised £53K for British Heart Foundation.

One third of our staff volunteered in the community.

We also continued to work down our environmental

footprint, and to work up our investment in our people’s

development and choices for a healthy lifestyle.

Our employees tell us they like this – Corporate

Responsibility was a top driver for engagement in our

2013 employee survey. We get the same message from

our clients, consumers, suppliers, and regulators.

Reading this report I’m pleased that every one of our

offices are now embracing Corporate Responsibility.

For instance, our Kaunas office in Lithuania won a national

award for ‘Responsible Workplace of the Year’, presented

by the Minister for Labour.

In 2014 we will further integrate responsibility into our

culture and actions. We have appointed our first dedicated

Corporate Responsibility role to help facilitate this, and

will continue to share best practice with industry leaders.

Callcredit has a bright present and a bright future,

and we are proud to help others achieve the same.

Our Information Services Leadership Team, midway through their 2013 coast-to-coast charity cycle: Adrian, Laura, Richard, Ian, Peter, Dainius and Michael.

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We do responsibility because it’s good business sense, good risk managementJohn McAndrew

Chief Executive, Callcredit Information Group

OUR SUSTAINABLE SUCCESS

Our Information Services Leadership Team, midway through their 2013 coast-to-coast charity cycle: Adrian, Laura, Richard, Ian, Peter, Dainius and Michael.

John McAndrewChief ExecutiveCallcredit Information Group

OUR RESPONSIBILITYWe’re often told that Callcredit is a refreshing change –

as a partner, supplier, client, employee, investment,

and corporate citizen.

Our regulators, customers and the public require that data

is used and protected properly, and that our products,

services and operations strike a fair balance between

commercial objectives and social, environmental and

ethical issues.

Our employees expect the same, and for us to support

their career development, health and wellbeing, and

work-life balance.

Equally important, our investors look for us to focus on

market growth, and increasing profitability.

Our Chislehurst team prepare to give interview practice to some school leavers on their volunteering day: Andy, Joanne, Chris, Iona, Matt and Carolyn.

Cyril from our delivery team in Leeds scopes out a project for one of our Marketing Solutions clients.

Our vision is of responsible solutions, delivered by a healthy and diverse workforce that actively engages with the community and environmentGraham Lund

UK Managing Director

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We frame our

approach to different

stakeholders through

four responsibility

themes:

Our Marketplace We act with integrity towards our consumers,

clients, regulators, suppliers and investors

Our Community We give back to society, including our

local communities and charitable causes

Our Workplace We value employee engagement,

diversity, development, health & wellbeing

Our Environment We respect the natural world and make

efforts to reduce our impact on it

OUR RESPONSIBILITY

Rusne, Megan, Rokas and Agne raise their flag at our Kaunas Callcredit summer festival at the Šaulys forest and lake

Industry Best Practice

We are members of Business in the Community (BITC),

the industry standard for best practice in Corporate

Responsibility (CR).

Together we help support communities and the

environment, and in that process improve business.

The aim is to build a genuinely sustainable economy,

a resilient society, diverse workplaces and a more

equitable future.

CR Governance

Each of our responsibility themes is owned by a

Senior Management Group (SMG) of relevant Directors.

The SMGs prioritise activities for implementation by

operational teams and CR Champions.

Each SMG is sponsored by a member of our

Executive team. Together the sponsors comprise our

CR Board, who set the CR strategy.

OUR APPROACH

Suresh from our DBA team in Leeds gets a cuppa from Joyce’s Cafe One tea trolley, a Yorkshire tradition worth maintaining!

Our Warrington office on their Cumbrian Challenge, raising money for Help for Heroes: Andy, Lis, Nicola, Jenny, Chris, Dan and John.

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Our Governance model makes CR built-in, not bolt-on. That ensures we do the right things at the right time, and so realise the full benefitsJulie Wright

Human Resources Director

Corporate Responsibility Board

Marketplace SMG Workplace SMG

Community SMG Environment SMG

OUR APPROACH

OUR VALUES

BETTER

Our ‘it starts with me’ recognition scheme

rewards our employees for living our values

Who we are

What we do

INTEGRITY

Being honest and open

with all stakeholders

LISTENING

To our customers and people

TALENT

Finding, retaining and

developing diverse talent

INNOVATIVE

Finding answers to new

challenges

TEAMWORK

Better together than we

are individually

DELIVERING

Doing what we promise

OUR MARKETPLACECredit Solutions

We work with the private and public sectors to support

responsible interactions with consumers. Our unique

products assess ability to pay, detect fraud and verify

identity. This helps our clients address conduct and

financial risk, and so support stability for everyone.

Marketing Solutions

We help the retail, utilities and financial sectors

better target services to their clients. These include

environmentally and socially sustainable products, energy

efficiency and renewable power. These help reduce food

and fuel poverty, and the world’s carbon footprint.

Consumers

Noddle, our Free-for-Life credit report, facilitates financial

literacy by helping consumers understand and manage

their credit profile which impacts their ability to access

products and services. Noddle can also help protect from

ID theft and Fraud.

Supplier Responsibility

Our suppliers are required to meet ethical standards

in human and labour rights, and protecting the

environment. We operate fairly and have built strong

partnerships, including with small businesses, which

helps support local economies and communities.

Data Compliance

Our Compliance teams work with our regulators and key

industry bodies to understand what we need to do to meet

our legislative, regulatory and code of practice requirements.

We liaise with different parts of the business to ensure we

use our data and services in ways that comply.

Data Security

We apply industry-leading technical and procedural security

measures to fulfil our obligations to protect clients’ data.

Our information security processes are certified to ISO27001,

and our data systems are certified PCI DSS compliant.

Sumangala from our QA team in Leeds reviews functionality on one of our Credit products.

Saima, Sareena, Jen and Chris from our Leeds Consumer Services Team share best practice on helping customers.

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Callcredit’s affordability and real time reporting products help the lending industry conduct business in a responsible, sustainable mannerPeter Mansfield

Managing Director, Callcredit Limited

96%Average customer rating for their relationship with Marketing Solutions in 2013

149,296Consumer enquires handled in 2013

OUR MARKETPLACE

Ed, Kate, Jo-Ann and Danny from our Compliance team in Leeds discuss our Regulatory Business Plan in line with our obligations under the Financial Conduct Authority

Callcredit’s affordability and real time reporting products help the lending industry conduct business in a responsible, sustainable mannerPeter Mansfield

Managing Director, Callcredit Limited

OUR WORKPLACEOur People

Each year we conduct an Employee Engagement Survey to

listen to, and act on feedback from our people. Our 2013

survey showed that 87% of our staff were engaged/nearly

engaged, a very positive result.

We are committed to developing our people to reach

their potential and enjoy rewarding careers with Callcredit.

We provided 1,650 days of Learning and Development in

2013. We have implemented an Apprenticeship scheme

for young people to learn as they earn; and also a Talent

Management Programme for our future leaders.

We apply the same minimum rate set by the Living Wage

Foundation to our UK employees. We have clear policies

on Equal Opportunities, Dignity at Work, Whistleblowing,

Anti-Bribery, and Health and Safety. We appreciate the

value of having a diverse workforce and also recognise the

need for a healthy work/life balance. There are flexible

working arrangements in place to help support this.

Health, Safety and Wellbeing

We understand that our people’s health and wellbeing

has a direct impact on their engagement and productivity.

We support staff who want to cycle or run to work with

onsite showers and secure storage.

We also provide our offices with free fruit, relaxation

massages, and wellbeing workshops. Our systems are

certified to OHSAS18001, the best practice standard

for Health & Safety.

Social Events

We hold regular employee events at our different

offices. These provide a way to have fun together,

and to recognise our hard work and success.

Tom, Rory and Geraint cross the line at the 2013 Leeds Abbey Dash. With over 60 runners Callcredit had the largest corporate team.

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Our Swindon team prepare to Go Ape: Rob, Richard, Mike, Li, Ben, Chris and Joe.

The free health check alerted me to see my GP about my blood pressure, which is now sorted. Thank you!Alan Hutchinson

Group Credit Manager

87%Employee engagement in 2013

1,650Days Learning & Development delivered in 2013

OUR WORKPLACE

The free health check alerted me to see my GP about my blood pressure, which is now sorted. Thank you!Alan Hutchinson

Group Credit Manager

Arunas from our Kaunas staff basketball team goes for the jump against the Chemcentras team in the Kaunas basketball league companies’ semi-final.

OUR COMMUNITYCommunity Partnering

By giving our business skills, contacts and products pro

bono, we can enable community organisations to better

focus on their core mission.

We’re doing this with Barca, a Leeds charity that helps

people overcome health and social issues stemming from

poverty and exclusion. In 2013 our IT team delivered Barca

an IT strategy, alongside tune-ups of their computer kit.

Our Strategy experts also helped Barca’s management

team formulate a Strategic Vision.

In 2014 we will help Barca with their IT, databases and

Marketing Strategy, to address financial exclusion

amongst their clients, and in bidding for contracts for

Barca to provide their services to the public sector.

Employee Volunteering

In 2013 our people gave 355 days of their time to deliver

projects that directly benefit society and the environment.

Projects included hosting events for the elderly,

wildlife conservation, restoring children’s play areas,

and refurbishing a community centre.

Charities

We had two ‘charities of the year’ in 2013 – British Heart

Foundation in the UK, and the Kaunas Children’s Day

Centre in Lithuania. Our offices raised over £53K for BHF,

and over LTL16,000 for the Children’s Centre.

We also match our employees or their own fundraising. In

2013 this resulted in donations to 33 different charities.

In 2014 our offices are supporting local charities, for

example CandleLighters in Leeds, for children with cancer.

Lauren and James from our Chislehurst team, on their 100km trek for British Heart Foundation.

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Suky, Adam, Stacey and Richard run a Health Check on Barca’s IT systems in Leeds.

Callcredit’s volunteers didn’t want to go home until every last piece of stone was in the groundBruce Fowler

Nell Bank Centre

355 daysCommunity Volunteering by Callcredit employees in 2013

£53,385Raised for British Heart Foundation in 2013

OUR COMMUNITY

Children at Nell Bank in Yorkshire celebrate a new access track to enable those with additional needs to use the facilities. With 300 tonnes of limestone and 124 staff from 16 different teams, this was our biggest volunteering challenge so far.

OUR ENVIRONMENTSystems, Facilities

Our Leeds operations are certified to ISO14001,

the best practice for Environmental Management.

Our ‘eco Senior Management Group’ oversees the

programme and ensures initiatives are embedded

‘Business As Usual’ across all activities and offices.

In 2013 we integrated our Environmental and

Health & Safety systems and audits. In 2014 we

will certify our Latitude offices.

Carbon Disclosure

Each year we calculate our carbon footprint at Leeds

for the Carbon Disclosure Project.

Our international growth has driven an increase in

travel carbon. However, increased efficiencies in our

Facilities and IT systems have balanced this to keep

our overall footprint stable at 4 tonnes per person.

Green Technology

We do more with less by being smarter about

how we design our IT services. For example we’ve

centralised processing to our datacentres,

which are powered using renewable electricity,

and are award-winning for energy efficiency.

In 2013 we rolled out Multi-Function Devices which

use Follow-me, duplex printing. This has significantly

reduced our use of paper and toners.

In 2014 we will further reduce paper use through

automation and workflow. We’ll also roll out new

collaboration tools to reduce the need for travel,

and so save time, cost and carbon.

Egle, Ruta, Aiste, Agne and Ieva from our Kaunas office, with their car share chocolate medals.

Our array of recycling pods now includes non-confidential paper, plastics, cans, and toners.

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Our printing has now had ‘the revolution’, 2014 will see us give remote collaboration the same treatmentGeraint Jones

IT Services Manager

146%Increase in rates of plastics recycling, 2013 from 2012

700,000Sheets of paper saved annually due to rollout of Multi-Function Devices

OUR ENVIRONMENT

Our printing has now had ‘the revolution’, 2014 will see us give remote collaboration the same treatmentGeraint Jones

IT Services Manager

Richard’s ‘Printing Revolution’ rolled out Multi-Function Devices to our Leeds office. This significantly reduced our use of paper and toners.

To find out more about Callcredit, please:

Email: info@callcreditgroup.com Call: +44 (0) 113 388 4300 Visit: www.callcredit.co.uk

For more detailed information on the content of this document please contact:

Corporate Responsibility Enquiries:

Gavin McNaughton – Corporate Responsibility Manager DDI: +44 (0) 113 826 6232 Gavin.McNaughton@callcreditgroup.com

Press and Media Enquiries:

Duncan Bowker – PR Manager DDI: +44 (0) 113 826 6700 Duncan.Bowker@callcreditgroup.com

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