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diversity, equality and inclusion

The commitments we’ve made around diversity, equality and inclusion are underpinned by our aim of providing an impartial, trusted and respected service. These commitments focus on our service, our customers, our people and our reach.

our service

We want to be recognised as well-run and efficient - and to resolve the complaints people bring to us fairly and as quickly as possible. We work with a number of external partners to ensure that our practices, policies and approaches are relevant for our people and our customers. We’re members of Stonewall, Essential Services Access Network (ESAN), Business in the Community, Employers Forum for Carers, Business Disability Forum, Gender Identity Research and Education Society (GIRES), East London Business Alliance (ELBA), the National Patrons Network, and the Two Ticks scheme.

our customers

We’ll ensure that our service is accessible and doesn’t discriminate against any of our customers. We will share our technical understanding of relevant legislation to support our case considerations. Our decisions will always draw on the themes of fairness and objectivity, and our technical understanding of equality law can be relevant in our customer responses. There’s more information about the diversity and backgrounds of the people who use our service in our annual review.

our people

We want to create a workforce that reflects the diversity of our customers and the population as a whole. We’ll continue to be, and to be seen as, an inclusive employer by ensuring there’s a diverse mix of people at all levels of the organisation - as well as attracting a diverse range of people to work here. To support our aims of building communities and encouraging talent and diversity, we support and champion the following employee networks:

    • carers’ group
    • disability group
    • ethnic minority network
    • giving something back committee
    • interfaith network (currently supporting our Christian fellowship, Islamic network and Jewish group)
    • mental health network
    • OutRight (our LGBT network)
    • women’s network.

more than words

We are committed to being a truly diverse organisation. And in our equality, diversity and inclusion action plan we set out what we are going to be doing over the next three years to get there.

In July 2016 we also signed the HM Treasury Women in Finance Charter, to show our support to improve gender diversity in financial services. Here at the ombudsman our overall gender diversity between men and women is equal. And we believe the same should be true of our senior management team. By the end of December 2019, we commit to the diversity of our senior management team reflecting our overall gender diversity, with women holding 45-55% of senior management positions.

And in September 2016 we signed up the Equality and Human Rights Commission's Working Forward pledge, to demonstrate our support for pregnancy and maternity rights.

We take these commitments seriously. Diversity is an integral part of our organisation's broader commitments, and how we measure and rate our performance.

our reach

We use our giving something back programme outreach work to raise awareness of our service in under-represented communities - to build confidence in financial services and improve financial inclusion.


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