RBS 2011 Annual Report Download - page 7

Customers
We understand our customers
We know who we are dealing with
We treat our customers fairly
We treat all customer information
as confidential
People
We value our people
We recruit, develop and reward
people based on their ability
to do the job
We manage our people
responsibly and fairly
Reputation
We conduct ourselves in a way
that protects our reputation
We work within all relevant laws
and regulations
We are a responsible and engaged
member of the community
We conduct our business
in a sustainable manner
We deliver essential customer
services and critical business
processes at all times
Security
We operate in
a secure environment
We protect access to our premises,
systems and data
We operate our processes,
systems and controls to minimise
loss from fraud or error
Finances
We manage our
finances carefully
We use the Group’s capital
and resources efficiently
We account for and report
our transactions properly
Risk
We understand and manage
the risks we are taking
We identify and manage the level
of risk we are prepared to take
RBS Group 2011 5