RBS 2007 Annual Report Download - page 24

Corporate Responsibility
RBS Group • Annual Report and Accounts 2007
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Corporate Responsibility
RBS is a responsible company. We carry out
rigorous research so that we can be confident we
know the issues that are most important to our
stakeholders and we take practical steps to
respond to what they tell us. In 2007 we extended
that research, engaging more fully the stake-
holders of Ulster Bank and RBS Insurance, and
stakeholders in the US. In this section we outline
some of our stakeholders’ priorities and describe
the actions we have taken in response.
Combating crime
Stakeholders have told us that financial crime is their leading
concern. This reflects the fact that identity fraud is the UK’s
fastest-growing crime and the media coverage that high profile
cases receive. We understand the reasons for stakeholders’
concerns and work hard to achieve our vision of RBS being
the safest place to do business.
We have taken a range of actions to protect our customers.
Working with others, our contribution to industry initiatives in
2007 was equivalent to 14,000 days of police officers’ time.
RBS was among the first banks to load data onto the new
Fraud Intelligence Sharing System. Our internal team dedicated
to improving security and combating fraud employs more than
900 people in the UK alone. During 2007 the Group implemented
30 initiatives to tackle fraud. In the US, Citizens’ Fraud Stopper
Program rewards employees who go above and beyond their
normal job responsibilities to prevent fraud against the Group.
Our focus on crime makes good business sense. In an
independent survey of customers who had experienced fraud
on their cards, the satisfaction score for RBS and NatWest
was over 80%.
Building financial capability
When people have been educated about money and how to
work with financial services firms they are more likely to make
the right decisions and to avoid difficulties. Our commitment to
building financial capability began over 14 years ago with the
Ben Morris took advantage of
our YourWorld bike-to-work scheme
that allows employees to make
considerable savings on the cost
of a cycle. He also uses YourWorld
carbon offsets and tax free bus
season tickets.
In June we launched the YourWorld
employee website. There is a carbon
calculator, energy efficiency tips and
discounted offers on products which
reduce their carbon footprint.