Our strategic vision in Irish Life & Permanent (IL&P) is to become the No.1 provider of personal financial services in Ireland. To achieve this objective, we need to develop successful and sustainable businesses. Our approach, consistent with our group values, has been to develop innovative products, a wide range of distribution outlets and to focus on achieving excellence in customer service.

We also recognise the importance of continuous two-way dialogue with our stakeholders. Through our investor relations programme, we organise regular meetings between our senior executives, institutional shareholders, analysts and brokers. At our AGM, any shareholder can raise issues or questions directly with myself and the Board.

We also have policies and programmes in place throughout the group to promote two-way communication with other stakeholders. We have taken a lead in Ireland in the use of customer satisfaction indices, we carry out regular employee surveys and we review supplier contracts and introduce new suppliers to the group.

Corporate Responsibility is a process of learning, innovation and continuous improvement. We have a full CR programme in place throughout the group and we will be aiming for continuous improvement in CR performance.

Gillian Bowler,
Chairman