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Our key issues

Trust and confidence

We recognise that building relationships with our customers is critical to our future success. We are approaching this issue in two ways: by doing all we can to meet customers' needs through initiatives such as Treating Customers Fairly, but also by increasing their understanding of how to manage their money. This is the basis for our financial capability area of work.

Responsible investment

As a life and pensions provider, Friends Life's most significant impact on society is the influence we can exert through the investments we hold on behalf of our policyholders.  Therefore, we offer our Stewardship range of ethically-screened investment funds and products.

The environment

As a business operator, we have an obligation to reduce the impact of our operations on the environment. As a leading member of ClimateWise, the insurance industry's response to the threat of climate change, we continue to work in partnership in this area. We were also awarded the Carbon Trust Standard in 2009.

Responsible procurement

At Friends Life, we are committed to managing risks and improving environmental and social performance in our supply chain. We look to do business with partners who adhere to values and principles compatible with our own. We also work with key suppliers across our entire supply chain to encourage them to develop responsible business practices.

Our people

Friends Life's employees are central to our present and future success as a business and we have a responsibility to provide a positive working environment for them.  We were pleased to retain our Investors in People status in 2009. 

Our communities

Friends Life believes that building and maintaining relationships of trust in the local community is vital to the sustainable future of its business. Our community investment programme is centred around our employees, enabling them to support the communities in which they live and work. We also have a number of strategic partnerships – such as Global Action Plan and Macmillan Cancer Support – that link to other aspects of our corporate responsibility programme.