"Without our customers, we are nothing." Those are the words of our Chief Executive, Paul Golby, in describing the importance of customers to our business and why they must be at the heart of our decision-making.

Put simply, our customers can vote with their feet. If they are not happy with the products and services we provide them, if they don't trust us, if they don't think we listen to them, they can go elsewhere.

That's why we continually put ourselves in our customers' shoes, look at issues from their point of view and try and understand their concerns. We believe that's nothing more, nothing less than a moral obligation, particularly in the face of a global recession that is affecting all of us.