skip to main content


Given the profile of our brands, being recognised as a trusted, responsible company enhances our reputation, improves stakeholder relations, and engages our people.

Our approach is set out in our CSR Charter.

Commitment to stakeholders

These statements outline our position and commitment to our different stakeholders:


Our aim is to build Britian's best retail general insurer. We recognise that achieving this aim requires us to be a good corporate citizen.

Aligned to our core business, our focus is on Making Communities Safer through improving road safety and reducing crime and anti-social behaviour.

Our community investment programme works nationally and locally in the specific communities in which we live and operate.

The programme comprises:

  • A small number of national strategic partnerships, selected by the central CSR team either to support our core focus or our broader CSR agenda
  • One Day, our employee volunteering initiative, which allows all employees to take the equivalent of one full working day away from work to volunteer
  • Payroll Giving, where we match employee donations £ for £ up to £50 per month
  • Community Cashback, which provides individual grants of £250 to organisations for whom our employees regular volunteer or fundraise
  • Employee fundraising

Local community activity is coordinated through our network of Charitable and Social Committees that operate at each of our main office sites.

Please note that we do not support the following:

  • Unsolicited appeals
  • Individuals undertaking their own fundraising
  • Promotion of political or religious beliefs
  • Overseas trips and travel expenses
Public Policy

Our aim is to contribute to public policy debates that have an impact on our business or our stakeholders. We seek to ensure an effective legislative and regulatory environment is in place that encourages responsible business practice and enables our business to flourish.

The following principles govern our approach:

  • Direct Line Group does not make political donations or support party political interests.
  • Direct Line Group does not offer inducements of any kind to public officials, though it may invite officials to events and meet their associated costs.
  • Direct Line Group does seek to inform policymakers, including government officials, legislators, regulators, about the nature of our business, the insurance industry and the business environment generally. Direct Line Group will develop policy positions (often, but not always, at the request of policymakers), which explain clearly what outcomes Direct Line Group seeks from the public policy process and why its proposals should be adopted.
  • Direct Line Group believes in transparency of government relations and ‘policy positions’ are generally in written form and published unless commercially sensitive
  • Direct Line Group may use external consultants and other advisers on matters of public policy, although Direct Line Group believes it should represent its own interests directly wherever possible.
  • Direct Line Group is a member of a large number of bodies, including trade associations, which may participate in public policy activities from time to time.
  • Direct Line Group does not participate in public policy activities in which it has no legitimate interest.
Ethical Code for Suppliers

As one of the UK’s largest general insurer, we are committed to increasing our focus on Corporate Responsibility within our supply chains through improvement programmes, and continually review our key supply chains to eliminate waste and improve efficiency. We have put in place assessment processes for our key suppliers which take into account a wide range of factors which we believe are inherent to operating as a responsible business.

We are committed to conducting our business with suppliers in a fair and honest manner, with openness and integrity, in line with all legal & regulatory requirements, and expect that our suppliers operate to these same principles. This document outlines our key commitments to our suppliers, and details our ethical expectations of the companies that we work with.

Our Commitment to Suppliers

The performance of our suppliers is critical to our business. We will treat our suppliers with respect, and make it our intention to develop relationships that deliver mutual benefit. Our strategy is to deliver the best value through our suppliers.

Our Selection Process

We will conduct supplier tendering and assessment processes in an open and transparent manner. When selecting our suppliers, we assess them against a wide range of criteria, which include:

  • Management capability and financial strength
  • Ability to deliver enduring quality, value and customer excellence
  • Commitment to innovation
  • Commitment to corporate and social responsibility
  • All applicable sanctions

Consultation and Engagement

We regularly review our supplier relationships to share ideas and encourage best practice. In return, we encourage feedback on DLG as a customer and welcome feedback on how we can improve our policies and processes.

What we expect of Suppliers

It is important for us to work with suppliers that are customer focused, and who run their businesses to the same high standards as we do, managing social and environmental impacts responsibly.

Legal and Regulatory Compliance

We insist that all suppliers adhere rigorously to all relevant legislation and regulation. We will not engage in bribery or corruption in any form and take a zero tolerance approach to any breach of the legislation, whether involving private individuals or public officials. As such we expect our suppliers to enforce a robust anti-bribery policy of their own, as well as complying with the relevant legislation.

Business Principles

We are committed to conducting our business in a fair and honest manner with openness and integrity; we expect our suppliers to operate to the same principles. Our suppliers will be committed to operating to relevant best-practice standards of employment, health, safety and environmental management in the workplace. Our suppliers will provide a clean safe environment for employees, with adequate facilities and will be committed to ensuring that employees are paid a fair wage.

It is our intention to work with suppliers that adhere to the core International Labour Organisation (ILO) standards which ban the use of child labour and compulsory/bonded labour, whilst protecting their right to non-discrimination.

Environmental Impact

We affect the environment directly through our own operational activities and indirectly through the activities of our supply chains. The environmental challenges facing us all includes the use of resources, the creation of pollution, and the effects of our activities on climate change.

It is important that we not only monitor our own behaviour but also encourage others to adopt best practice, therefore we ask all of our suppliers to support a precautionary approach to environmental challenges, undertaking initiatives to promote greater environmental responsibility, and encouraging the development of environmentally friendly technologies.

We are committed to strong business performance but not at the expense of the environment; and we believe that all businesses should do their utmost to minimise their impact.


Direct Line Group recognises and values the promotion of diversity and inclusion in all areas of recruitment and employment. Direct Line Group practices are in line with the Universal Declaration of Human Rights and we will work towards an environment that is based on meritocracy and inclusion, where all employees can develop their full potential, irrespective of their age, belief, disability, ethnic or national origin, gender, gender identity, marital or civil partnership status, political opinion, race, religion or sexual orientation. In particular:

  • We base our relationship on the principles of meritocracy, inclusion and fair treatment for all our people. Qualifications, skills, demonstration of our values and experience are the ONLY basis for recruitment, access to training and development opportunities and promotion decisions.
  • We respect, encourage, understand and allow divergent thinking to grow in DLG.
  • Undertake reviews of diversity data on an annual basis and recommend the appropriate course of action.
  • Provide a Group Policy Learning product.
  • Provide the appropriate training and developmental activity
  • Develop links with external bodies/ agencies to promote best practice.
  • Provide guidance to people managers and our people.
  • Monitor employment policies and practices.
  • Champion the values of equality, diversity and inclusion, internally and externally.
Health, Safety & Wellbeing

People are core to the success of our business, and their health, safety and wellbeing are important to Direct Line Group. We manage health and safety in accordance with statutory and regulatory requirements in a way that takes all reasonable steps to protect the health and safety of employees and others at our business locations, from risks in their work or work environment by:

  • Providing safe and healthy working environments and safe and maintained equipment.
  • Ensuring safe handling and use of substances.
  • Having first aid and emergency response procedures in place.
  • Reporting and reviewing accidents, occupational ill health and significant near misses to minimise the likelihood of a recurrence.
  • Providing information, training & supervision to ensure competency.
  • Defining and communicating roles and responsibilities.
  • Consulting with employees on matters affecting their health and safety.
  • Regularly measuring and reviewing our health and safety performance to drive continuous improvement.
  • Using external independent auditing
  • Ensuring all employees have access to advice, guidance and support regarding well being
  • Having appropriate employer’s liability insurance in place and ensuring it is available for inspection at all reasonable times by employees.
  • Appointing an Executive leader to chair our Executive Health & Safety Committee
Environmental Statement

This Statement sets out our approach to ensuring that the Direct Line Group considers environmental and sustainability issues in all parts of its operations and business activities. We seek to progressively reduce our environmental impact in all our aspects of our operations by minimising and making efficient use of resources.

Our commitment

  • We will comply with environmental legislation and approved codes of practice as a minimum and put in place appropriate internal best-practice standards to continuously improve our environmental performance.
  • We will set clear objectives and targets to measure and take action to reduce the carbon footprint of our business activities.
  • We will implement waste management strategies that promote waste minimisation, re-use, recovery and recycling where appropriate.
  • We will make efficient use of resources and minimise our use of energy, water and paper.
  • We will give due consideration to environmental issues and energy performance in the acquisition, design, refurbishment, location and use of our buildings and assets.
  • We will ensure environmental and sustainability criteria are taken into account in the procurement of goods and services.
  • We will operate and maintain company vehicles with due regard to environmental issues as far as reasonably practical, encourage sustainable travel options and increase the use of technology to reduce overall business travel.
  • We will provide the Board and the CSR Committee oversight and review of environmental policies and performance, and allocate resources for their effective implementation.
  • We will work with our employees, service partners, suppliers, landlords to promote environmental awareness and improved environmental performance.
  • We will communicate internally and externally our environmental policy and performance on a regular basis.


We have established a sound governance structure to oversee our CSR strategy and programme.

Performance Indicators

We have committed to publicly reporting our progress annually using a set of key performance indicators. We have also set a target for each indicator for the year ahead.

Annual Report & Accounts 2015

Annual Report 2015

Download Annual Report & Accounts 2015 PDF

CSR Contacts

To get in touch with the Direct Line Group CSR team please contact:

Ashley Taylor
Sustainability Manager
01651 831653

Quick Links

Check out our
iPad app
Click here
Stay informed
Sign up to the email alerts and receive updates on upcoming news.