As EQ grows, our responsible business ambition is to ensure that we do so in a responsible and sustainable way.

For us this means advocating for our customers, our local communities, our suppliers, our colleagues and the environment in decisions we make. We recognise that this is a journey, and we don't expect to have it right straight away. We are working on embedding principles of responsible business through our focus on collaborative partnerships and strong governance.

Our purpose is to care for every customer and simplify every transaction. Becoming a responsible business is integral to achieving that goal.

Caring for every customer

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  • We strive to get it right from the start.
  • We commit to engage in customer digitisation journeys to promote inclusive design.
  • We will work to improve outcomes through raising awareness and involvement in user experience (UX) and content design.
  • We build mutually beneficial relationships with key clients to better understand customer needs.
  • We will develop accessibility standards and identify opportunities to drive improvements.


A purposeful place to work

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  • EQ has an inclusive culture which aims to make all colleagues feel safe and supported.
  • We provide opportunities for our colleagues and customers to learn and grow with us.
  • We offer a diverse range of networks and communities for our colleagues and customers to participate in.


Valuing our relationships

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  • We are a collaborative friend to national and local charities, offering skills exchange’s and mutually beneficial opportunities to deliver better customer outcomes for all.
  • We are committed to helping young people develop, building strong partnerships with local schools and colleges. 
  • We empower colleagues to support causes which matter to them, offering volunteering days and opportunities to give.


Mindful of our planet

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  • We are committed to carrying out our work in a way that is mindful of our planet and minimises our environmental impact.
  • We seek to integrate environmental considerations into business decisions and are working towards setting a net-zero target.


Responsible Business Insights


Care For Every Customer, Simplify Every Transaction

Chief Customer Officer, Amy Madden explains why accessibility is key to delivering EQ’s purpose.


Setting The Agenda For Corporate Responsibility

Positive environmental, social and governance (ESG) impacts have become a vital focus for businesses who want to do well. The will to change has to come from the heart of the company but there are compelling external reasons to do so.


In Is The New Out

Forget staying in - it’s all about feeling ‘in’. Why EQ’s 2021 Pride is simply about feeling able to be yourself.


Why It Is Time To Be Braver About Celebrating Difference

Lisa Cowan, EQPay’s Director of Growth Strategy, believes that a lifelong commitment to diversity and inclusion will have huge benefits for businesses and broader society


Time To Forget What We Know About The ‘Average’ Customer

Amid a rising tide of vulnerability and increased pressure from the FCA to design products and services accessible to all, now’s the right time to ditch what we know about the ‘average’ customer and embrace inclusive design.

Our Policies And Statements

It is important to us that our policies embody who we are as an organisation and reflect the societies in which we operate.

Policies and statements

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