Customer focus

These results are further evidence that we are a genuinely customer-orientated business and we are making good progress as we deliver our strategy. I am very encouraged by the fact that our people value the training and development they receive as employees of the Group and this is having a positive impact on our customers. We can also be proud of the commitment and talent of our line managers and the investment they make to coach and develop their teams.

Restoring pride

It’s clear we have more work to do to build trust in our leadership and confidence in the direction and future of our organisation. We are committed to this, so that we will all start to feel greater pride in the Group and the positive impact we are having on customers and the communities in which we operate.

We’re already listening

Already this year we have made a number of changes and decisions that were in the best interests of our colleagues and customers.

Changes to our long service policy and the announcement of a new Sharesave scheme have been welcomed by colleagues. We stand by our commitment to PPI compensation because it’s the right thing to do, and through the Funding For Lending programme we were the first bank to draw one billion pounds to support our customers and help Britain prosper.

These are just a few milestones on our journey toward building confidence and trust. More will follow throughout 2013 - many of which will be as a result of your feedback.

2013 - challenges and opportunities

We have made great progress this year in the face of many challenges and 2013 will continue to test us. Banks have a long way to go to rebuild trust and confidence and it will take time to put right the mistakes of the past.

But we will enter 2013 in much better shape. We have a clear strategy in place with solid momentum and we are delivering strong underlying performance. 

I am confident that, by delivering our strategy to be a simple, customer-focused UK retail and commercial bank, we will have a bright and prosperous future.

Thank you for sharing your views and for your commitment to building a better bank together.