We build strong and meaningful relationships with our stakeholders so that together, we can change, challenge and innovate for the better. By understanding our stakeholders and their needs, we can make decisions that prioritise their concerns.
Our clients are ambitious, entrepreneurial, love a challenge and are restless in their pursuit of opportunity.
We customise our offering for three trader types – retail, high-value and institutional – to ensure we build the best experience for every individual.
We engage with our clients through our multilingual, highly trained customer support teams, available 6.5 days a week. Our goal is to offer best-in-class customer service to all our clients and provide the most convenient channels for them to get in touch with us.
Our award-winning platforms and apps1 provide a range of tools and features to help clients, including educational resources, breaking financial news and live analysis of the markets. These are available for all clients to use in the way that best suits them – even for demo account-holders.
We conduct regular research to obtain our clients’ feedback on our products and services. This helps us to manage their expectations, shape our prioritisation roadmaps and improve our programmes.
Nurturing a community of positive problem-solvers is central to our strategy, enabling us to deliver the exceptional products and services that keep us at the forefront of our industry.
We engage with our people in a variety of ways, such as through surveys, our employee communication portal, and town hall and small group meetings. We also have numerous employee networks to better understand and support employee experiences.
Our People Forum brings employee voices into Board decision-making. The People Forum is chaired by our Chief Operating Officer, supported by the Chief People Officer and attended by a Non-Executive Director on a rolling basis. Employee representatives are democratically elected by our people and serve two-year terms.
Regulations affect how we market and provide services to our clients. It’s essential that we engage with our regulators to ensure they understand our products and business model, so we can remain active in multiple regions and keep growing into new markets.
That’s why we maintain constructive relationships with our regulators, communicating in an open and transparent manner, and ensuring that our actions are consistent with or go beyond regulatory expectations.
We work with our regulators in multiple ways – from proactive engagement on new business proposals to assisting in their investigations and regulatory requests.
Sustainability and social awareness are firmly embedded into our purpose and values, and are integral components of our culture. Community engagement is also vital to our ability to deliver long-term returns for our stakeholders.
Through the Brighter Future framework, we partner with local charities that support the communities in which we operate. We also have partnerships at national and global levels.
Our people get opportunities to engage with our partners – from our Chief Executive Officer’s membership of Teach First’s Business Leaders Council, through to employee volunteering and fundraising. We have a dedicated environmental, social and governance (ESG) Manager and a team of regional champions spread across our global network who lead our community outreach initiatives.
Our shareholders’ support is critical to our success. Being considerate of their views gives us deep insights into the factors that drive their priorities when assessing us as an organisation. And by delivering for our shareholders, we help to ensure that our business continues to be successful in the long term.
In FY21 we used virtual channels to maintain an open dialogue with our shareholders through digital engagement, one-to-one and group meetings, results webcasts, roadshows and conferences, as well as via questions submitted by shareholders in advance of the Annual General Meeting.
Shareholder feedback, along with details of major movements in our shareholder base, is reported to and discussed by the Board regularly and incorporated into the decision-making process.
We engage with suppliers to develop mutually beneficial and lasting partnerships. Suppliers play an important role in the quality of the service we provide, supporting us to meet the high expectations of our sophisticated client base.
We frequently engage with our suppliers to ensure they’re getting value from our relationship, so we can take on the industry’s financial challenges together. We do this in a variety of ways, from informal conversations for exchanging information and discussing priorities to more formal meetings.
Above all, we want our clients to be successful, which is why we aim to be fair and accountable to them at all times
We challenge ourselves to build the world’s best technology, platforms, products and exchanges to open a wider range of trading and investing opportunities for driven people
We aim to power the pursuit of financial freedom for the ambitious. We do this by delivering on our strategic drivers and maintaining our core values
