Strategic Shareholder Climate and Risk Financial Financial Barclays PLC 51 report information sustainability report Governance review review statements Annual Report 2022 Divisional reviews (continued) As part of the changes to our physical branches, We have delivered a regular programme of We continue to work on green finance products, For our business customers, we continued to we are working to ensure that customers who customer education on fraud, scams and mules recognising that uptake is relatively small but develop our partnership with Propel, helping to rely on cash can still access it and get the support alongside our new 'Scan for a Scam' campaign, growing, reflecting economic constraints and the provide financing for businesses wanting to they need. Barclays is a member of the Cash leveraging social media and influencers to ensure current immaturity of the policy environment. invest in renewable assets. To support this, in Action Working Group (CAG), working with as broad a reach as possible. We have also 2022, we launched a reduced interest rate This year we expanded our green mortgages industry banks and consumer groups, the Post invested in upskilling and educating colleagues proposition incentivising the purchase of proposition to support the transition to a low- Office and LINK, in an agreement on shared across economic crime, and as a result, electric vehicles. carbon economy, launching the Barclays Green services such as banking hubs, helping to ensure complaints relating to fraud, scams and mules Home Buy-to-Let Mortgage product. We also long-term cash availability across the UK. have reduced by 17% versus 2021. launched a Greener Home Reward pilot, We also rolled out a new Cashback Without We continued to unlock new and sustainable providing eligible UK mortgage customers with Purchase service, in partnership with Barclaycard sources of income, which also provide innovative cash rewards when retrofitting their homes, for Payments, creating thousands of new locations propositions for our customers. We have example, when installing double or triple glazing, for consumers to withdraw cash from shops, reached an agreement to acquire Kensington solar panels or insulation. cafes, restaurants and other small businesses for Mortgage Company, a specialist mortgage free. We anticipate that it will also help local lending platform focused on providing community cash recycling and boost business mortgages via brokers to customers with footfall. complex incomes, together with a portfolio of UK mortgages. This will complement our existing We continue to invest in smarter technologies to residential mortgage offerings and give us the improve the customer and colleague experience, This will continue to include physical Looking ahead chance to support even more customers. particularly for our digital journeys. For example, branches, complemented with flexible Our aim remains putting customers and Regulatory approval has been obtained and the our mortgage customers can now manage their banking pop-ups in community spaces, clients at the heart of the decisions we make, transaction is expected to complete in Q1 2023. mortgage through the Barclays app, including banking pods and mobile banking vans. We helping to ensure good customer outcomes Within our unsecured lending proposition, we are switching onto a new rate up to 180 days before continue to ensure greater accessibility of for every customer and client. We are also working with partners to provide differentiated their current rate expires instead of 90 days cash in local and remote areas through our continuing to adapt our service model for solutions for our customers, helping them make previously, and have the ability to apply for work with local businesses and the Post customers, creating a more efficient, more the most of their day-to-day spending, including additional borrowing. This provides customers Office. resilient and seamless service at a pace that launching two new co-branded credit cards this with greater choice of channel, and avoids the We are building partnerships in the open suits our customers' expectations. We’re year in partnership with Avios. need for an appointment to be made when market and work across Barclays to deliver also investing significantly in growing our advice is not required. In 2022, our active mobile additional value for our customers and financial assistance teams, to be on hand customers grew to 10.5 million and we hit a businesses through our size and scale, and should customers and businesses run into record of 15.4 million logins in a single day, continue to invest in digital platforms, remove some form of financial difficulty and need demonstrating the impact of going digital-first. unnecessary processes and costs and aim for specialist support. a seamless self-service for customers. More interactions are moving to digital and virtual channels, with customers demanding We are acutely aware of increasing consumer better digital services and fewer customers expectations on climate and sustainability, using our branch network. Where traditional and we are committed to supporting our branches may have been the most customers and clients through the transition appropriate point of engagement in the past, to a low-carbon economy with products and we are looking to increase the range of more propositions which support greener choices. flexible options for our customers; delivering human support for those customers who are For more information go online: digitally less confident. + home.barclays