For internal use
Introducing the Code
Observing the Code
Our Brand
Customer Excellence
Our People
Valuice Equality and Diversity
Health, Safety and Environment
Trust and Security
“Use of Company Property and Expenses
Use of Computers, Internet,
Mobile Phones and Business IT Systems
Social Media
Political and Pressure Group Activity
Conflicts of Interest
Gifts and Sponsorship.
Hospitality and Entertainment
Risk Manageme
Useful Contacts and Links
POL00411990
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Making Things Clear: Code of Business Standaeds
Introducing the Code
Post Office is unique
‘A. commercial business set apart by its public purpose. We believe in the
importance of connecting communities and enhancing the powerful role
they play in all our lives. We will stay true to this commitment by meeting
customer needs through our unrivalled local presence across the UK
This statement is underpinned by a set of principles and pledges.
To deliver our purpose we will run our organisation by
following four principles:
+ Keep customers at the heart of everything we do
+ Build relationships based on trust
+ Treat everybody with fairness and honesty
1+ Make a positive social and economic contribution to all the communities
in which we work
As an organisation we pledge to:
‘# Maintain ethical attitudes in our behaviours
Invest in the organisation to secure the business for the future
Listen with care to the views of customers, colleagues and others with an
interest in Post Office, and support their development
Most importantly, our customers are at the heart of everything we do.
This Code is designed
to help you understand
Post Office vision and
to make sure you know
what you need to do
to support it. The Code
of Business Standards
captures our key individual
responsibilities and how
we behave to make
Post Office a success.
GRO
Paula Vennells
Chief Executive
Making Things Clear: Code of Business Standards
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Observing the Code
Post Office has high standards and our customers,
clients, colleagues and shareholders have an
expectation that they will be treated professionally.
‘We all have a responsibilty to promote the Business Standards and
managers should help and encourage their teams to understand and
observe the Code. The Code forms part of our company rules which
you must adhere to as part of your employment.
The Code is also meant as guidance when dificult situations arise.
We all, at some time in our working lives, confront dilemmas about
whether an action is right. If you are faced with a dilemma:
Read the relevant parts of the Code
‘Ask yourself whether you could justify your action to your
manager. your colleagues and your own conscience
Think through the likely results of your action for yourself
and others
If you are still unsure what isthe right thing to do,
talk to your manager.
If you discover that the company’s standards and reputation are being
put at risk by unethical or even criminal behaviour, you should report
the facts to a manager. Ignoring bad behaviour is wrong - it can be
detrimental to our colleagues, and damage the perception of our brand
by our customers, clients and partners. If you feel you can't talk to your
own manager, you should talk to a senior manager, or contact the HR
helpline. Of course, we realise it isn't always easy reporting unethical
(criminal behaviour. If you have any concerns and want to speak to
someone confidentially, please contact the Speak Up line on 0800 048
‘4531. Please be aware that any breach of this Code may be dealt with
under our Conduct Code, and that gross misconduct could result in
your dismissal. (Help: Employee Assistance on 0800 6888 777)
(f you have any
concerns and want
to speak to someone
confidentially,
please contact the
Speak Up line on
0800 048 4531
(Help: Employee
Assistance on
0800 6888 777)
Our Brand
For any organisation competing in today’s
fast-paced world, there’s nothing more vital
than a powerful brand. And if that brand is
clear, relevant, engaging and has a purpose,
more and more people will interact with it.
‘With people like you completely behind it, the Post Office
brand will be just that.
# We have a brand that must run through everything
we do: our products and services; environments;
behaviours: communications: and the way we manage
our people
It builds on our heritage and strengths and helps us stay
relevant for our customers in a fast-changing digital world.
We are the brand. We need to live it to deliver
consistently for our customers,
By brand, we don’t just mean a logo, a certain set of colours
anda strapline. We mean the services we provide; the way
we deliver them; the perceptions of those who use us, and
of course the people like you who represent us. We mean
the way we do business.
‘So, what does our brand say to people? What does
it promise?
We're here to help make the important things in life happen
for our customers. We make it easy, as life is complicated
enough. Whether it's sending money for a loved one’s
birthday, calling them to show you care, travelling to far-
flung places, or getting your broadband connected, we
remove the stress and complexity of sorting them.
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To make our brand strategy succeed we
need engaged and high performing people.
Our experience needs to be shaped by our core values of
Care, Challenge and Commit. We make that happen by
having a set of straightforward business behaviours which
inform the way we do things.
We use them to improve things like our people processes.
such as recruitment, learning and development, talent,
and performance management. In short, it’s how we do
things in this business so we deliver our brand consistently
to customers,
Our behaviours
The behaviour How we see it day-to-day
Everyone paying close attention to their customers - both internal
and external - earning and growing their loyalty and trust
Iwow the customer
Everyone taking personal accountability for their performance,
delivering results decisively and responsibly
I deliver results with pace
know the numbers Using robust and relevant information to inform business decisions
I work with others Great solutions through great teamworking
Always looking for better ways of doing things and removing
barriers to success
I challenge to make us more efficient
We all ake accountability both for our own development and
{develop myselfand others supporting others to realise their potential
Customer Excellence
Our customers are at the heart of
everything we do. We all know
what good customer service is and
there are hundreds of examples of
us all delivering it every day.
Our challenge now is to make sure we deliver great
service for every customer, every time. The more we
understand our customers and their expectations, and put
ourselves in their shoes, the easier it will be to provide
consistently great service.
(Our Customer Promise is to make the important things in
life happen for them, There's nothing that beats the buzz of
achieving the important things in life, whether that’s getting
that dream house, starting a business, or even just relaxing on
that well-earned holiday. And yet. accomplishing the important
stuff in life can be fraught with complexity, which can cost our
customers time, effort and added stress.
The more we understand our customers
and their expectations, and put ourselves in
their shoes, the easier it will be to provide
consistently great service.
‘You may ask, what does this mean for each one of us?
How can we at Post Office make sure we fulfil the
Customer Promise?
‘We can help our customers focus on the important things
by removing the stress of sorting them.
* We connect with our customers on an emotional level
Wee listen first, and fully understand their needs
and expectations
We talk respectfully, leaving out the jargon to give them
the best advice that meets their expectations, to achieve
their goals
We always think about the customer and not
the process
We make it simple, straightforward and quick to reach
Us. in branch, online, on mobile
We always focus on the Service before anything else
We give the best possible experience, each time
Everyone is responsible for putting the customer first
Service excellence is an attitude engrained in everyone
at Post Office. Our customers have to be at the heart of
everything we do.
A good example of this approach in action is with
Post Office Money and FACE - the Financial Service
‘Customer Experience programme from Post Office. FACE is
an acronym that stands for Fair and Transparent, Accessible,
‘Committed and Easy.
Under the new regulatory regime, driven by the Financial
Conduct Authority (FCA), Financial Services is focused
much more on understanding and meeting our customers’
needs rather than simply working on meeting a range of
‘compliance measures. This increased focus looks at how
‘we deal with our customers and address issues that could
potentially harm or disadvantage them. There is also an
increased emphasis on the post-sale process, Post Office
Money has developed FACE to keep us abreast of the
changes we are making to improve the overall customer
‘experience, gain input from across the business and
challenge us all to live up to our customer values in all our
dealings with our customers.
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Our People
Our people are our biggest asset.
Post Office is nothing without people.
They provide the human touch that
forms the central part of our vision.
It's you and your colleagues who make things happen - for
customers, for clients, for each other, and for our business.
‘And it's you who can make great things happen
We should always ensure we are all delivering the best
possible customer experience, while at the same time giving
everyone within our business the chance to fulfil their
potential and enjoy a varied, challenging and rewarding career.
We need you to take ownership of the part you play, but
also work as a team and support your colleagues when
they need it. Always put yourselves in your customers’
shoes and think about what else you can do to improve
their experience. Speak up when you think there is a better
way of doing something - don't be afraid to challenge
convention and inject new ideas.
We have high standards of personal behaviour and respect
for everyone at all times. We create a culture where
everyone is able to give their best at all times.
We are open, honest and courteous with each other at all
times. We challenge any instances we encounter of bullying,
intimidation, harassment, unlawful discrimination or abuse
of any kind and we report any instance to our line manager,
or via the confidential Speak Up support line. We show that
such behaviour has no place whatsoever in Post Office.
We do not exploit colleagues for loans, private work or
favours of any kind nor abuse others in speech, writing,
social media or electronic communications. Our behaviour
supports our excellent service to customers, it enhances
‘our reputation. Any behaviour that damages our brand
is unacceptable, including lateness, poor attendance,
dishonesty. drunkenness, use of illegal substances, violent
or disorderly behaviour, and abusive language. Gambling is.
not permitted at work
‘Customers are at the heart of our business and therefore
have an expectation of the professionalism of the
colleagues at Post Office. We should appear professional
in our appearance, therefore we expect people to wear
business attire at work. Personal appearance includes
‘ensuring that any ribbons, jewellery or ornaments (including
items used in body piercing) and tattoos should not be
offensive, a health and safety risk or incompatible with
being professional
Our appearance at work reflects our
brand. We are professional, we are
part of the community, we respect
our customers and we are easy to do
business with
Valuing Equality and Diversity
At Post Office Ltd we believe diversity is
fundamental to how we work.
Itis not only important for the growth of our business, it
is also an ethical and social responsibility which we place
great importance in as part of our corporate beliefs. We
‘want our people to reflect the diversity of the communities
in which we live and work, and the customers we serve.
We expect everyone in the business to play his or her part
in bringing this to life. Everyone has a responsibility to make
both a personal commitment and set a standard for others
to follow.
Everyone working for Post Office has a responsibility to
+ Promote a professional and positive work environment
and role model these at al times
Inform their line manager of any instances of apparent,
discrimination or any perceived problem in relation
to employment or to the provision of products
and services
Comply with, and promote Post Office Ltd policy and
procedures with regard to valuing diversity
‘Additionally, managers have a responsibility to:
Raise awareness of managing diversity and the principles
of dignity at work, acting as a role model for others.
and developing personal sills in order to handle issues
relating to bullying and harassment or discrimination
Take appropriate action for the resolution of bullying.
and harassment and discrimination in their work area, in
accordance with HR policies and procedures
We are committed to promoting equal
opportunities and valuing diversity in all
our roles.
We believe that value is created and maximised when
‘we meet the needs of our customers, employees, and the.
communities where we live and operate.
Our suppliers
‘We ensure that suppliers are aware of our standards and
‘expectations of their practices in diversity. We seek to use
agencies or companies who have clear values on equality,
of opportunity and diversity. And we establish procedures
to encourage businesses from diverse communities to
compete for contracts
‘We value the diversity of our customers and employees,
and are committed to being inclusive at all times. When
it comes to language, the common language of business
should be English (English or Welsh in Wales). However, as
long as it doesn’t jeopardise the job or health and safety and
it doesn't deliberately exclude people, then workers should
be able to speak their own language within reason.
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Health, Safety and Environment
Everybody has the right to work in a safe and healthy way.
‘We will fulfil our promises without compromising the
safety of our customers, employees, suppliers and all those
affected by our activities.
We will make healthy and safe working a way of life
Pursuing this aim reflects the high value we place on our
‘employees and all those touched by our business activities
We comply fully with relevant legislation
We ensure that the health and safety responsibilities of
our employees, including managers, are clearly defined,
allocated and understood
We encourage and help all managers and employees to
carry out their responsibilities through effective health
and safety management systems, with safe premises,
equipment and processes
We improve our employees’ capability to manage and
work safely, through coaching and training
We support and encourage our people and unions to get,
involved in the health and safety performance of our business
We support and encourage our people and unions to
get involved in pursuing a healthy and safe way of living
and working
We monitor and review how well we put our health and
safety policies into practice
We are all responsible for health and safety. Every manager
is accountable for the health and safety of their people.
A full copy of the Health and Safety policy can be found on
the Health and Safety intranet site.
Environment
‘We recognise that our business activities and policies have
impacts on the environment. We shall take full account of
the environmental effects of our policies in our planning
decision making and day-to-day activities. n particular we
aim to reduce our environmental impact through:
* Reduction in the use of water
+ Efficient use of energy and a reduction in our CO, emissions
+ Redvetion in waste to landfill by reeycling where possible
The use of sustainable materials
Everyone has a part to play in reducing our
environmental impact.
Trust and Security
Millions of transactions are entrusted to us by our customers
every day. We handle large volumes of cash and valuable items,
and we gain information in the course of our business thats
confidential to our customers and clients every day, therefore,
honesty and trust are qualities that are part of our core.
Of course, we mustkeep the absolute trust of our customers,
clients and others we come into contact with, The strength of our
company rests on the integrity of our people.
Maintaining our standards means:
+ Honesty in handling all items, cash and valuables
entrusted to us
Correct accounting inal nancial transactions and claims
and observance of established business control procedures
‘Safeguarding company property and assets, ensuring
that they are not stolen, abused, damaged, or
appropriated for personal use
Making economic use of resources, avoiding waste
and extravagance
Ensuring that company funds and property are never used
for private purposes
Ensuring that company premises and facilities are not
abused for unauthorised commercial transactions
Safeguarding confidential information against abuse
or unauthorised disclosure, and complying with
laws protecting personal data, in particular the Data
Protection Act 1998
Protecting Cardholder Data against unauthorised
disclosure in accordance with Payment Card Industry
Data Security Standards
Ensuring we are compliant with legislation including, but
not limited to, the Financial Services and Markets Act
2000, Road Transport Act 2013, Equality Act 2010 and
Private Security Industry Act 2001
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Use of Company
Property and Expenses
We each have a duty to ensure that reasonable and professional
standards are maintained in our work. This includes being
watchful against abuse in matters such as claiming expenses and
proper use of offical stationery and telephones.
Remember that:
To claim money from the company for hours you did not
work, a journey you did not make, or an expense you
did not legitimately incur is a criminal offence
Using prepaid envelopes or other official stationery for
private purposes is a disciplinary and criminal offence
‘Making personal phone calls in work time is sometimes
unavoidable, but unnecessary, frequent or prolonged
personal calls are unacceptable
All these are unacceptable and may be treated as gross
misconduct, which could result in your dismissal. If theft or
fraud is involved, it may well result in prosecution.
Please remember that, as an employee, you also have a duty
to declare any criminal conviction, and you must inform
your manager if you are arrested and charged with any
criminal offence.
Social Media
Post Office recognises that many of our people enjoy
using social networking sites in their own time, Comments
‘we publish on these sites may reach a surprisingly wide
audience, and therefore we must all protect our brand and
avoid doing anything that might bring our reputation
into disrepute.
Everyone must be aware that information gained about
Post Office as a result of your work for the business should
never be discussed or shared on social media sites.
Employees must carefully consider any reference to
Post Office in their messages and ensure that:
No information relating to clients, partners or suppliers is
published in a personal context
Technical, confidential or sensitive information of any
nature is not disclosed
Copyright and fair usage laws and restrictions are respected
Social media is not used to offend or harass people
Post Office brands or logos are not used or altered in any way
‘Where an employee is asked to make any comment about
Post Office ina published form external to the business,
such as newspaper, radio, television or a website, they
must direct the request to the Communications team
‘0n 0207 012 3456.
Use of Computers, Internet,
Mobile Phones and Business IT Systems
The work tools we provide to many of our people include
‘computers, mobile phones and a range of mobile equipment
such as laptops and tablets. These devices must not be left
unattended in public areas, screens must always be locked
when notin use and in the office environment, and laptops
must be secured using appropriate locking devices when
away from the immediate vicinity. The use of privacy screens
should be adopted to protect our information from being
overseen by unauthorised people, When importing or
disseminating documents and/or emails, we must only use
our corporate email account or a Post Office approved data
transfer system, Ensure itis processed using the appropriate
method of protection and be satisfied the recipient is
authorised to receive our information
‘While company policy allows some reasonable personal
use of business IT equipment and systems in an employee's
‘own time, it does not permit:
+ Use of unauthorised software
+ Unauthorised modification of computer components or
other mobile equipment
* Access to gambling, pornography or other indecent,
illegal or offensive material, to include storing and
transmission of such content
Sending indecent, illegal. offensive, threatening or
insulting material, chain or ‘spam’ emails
‘An unreasonable amount of work time spent on the
internet for personal use or sending personal emails
Removal of hardware from Post Office premises
without permission
Alll the above are unacceptable and may result in
investigation and disciplinary action under the Conduct.
Code. up to and including dismissal for gross misconduct.
For further advice and guidance, please refer to our Policy
Set on the intranet or contact Post Office Information
Security and Assurance Group - isag@ I
Political and Pressure Group Activity
The interests of the company, and those of its customers,
must not be compromised by your interest or activity with a
political party.
If you are involved in political activities in your own time,
you must ensure that they are kept completely separate
from your work. There are a few simple rules to remember
and keep to:
+ Political activity by employees is not permitted at work
This includes any active support of parties, pressure
groups, religious sects or other causes
# Badges, slogans or notices advertising parties or causes
must not be displayed while on duty or in uniform, or on
company premises, noticeboards or vehicles
You must not distribute or deliver unauthorised material
while you are on duty or in uniform, or allow anyone
else to use business services free of charge
Take care not to make any statement or comment to
the media on behalf of the company unless you are
authorised to do so and have cleared the statement first
with the Communications team. This applies whether or
not party political issues are involved
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Conflicts of Interest
A conflict of interest occurs when your
position within the business means you
can make a personal gain or benefit over
and above your terms and conditions.
of employment.
We should all make sure that our personal interests do not
conflict with the interests of the business, our clients or
our customers.
If you feel that you might have a potential conflict of
interest, please inform your line manager and seek their
advice if you are unsure.
Please be open and frank about any outside activity or
business you are involved in which may conflict with
Post Office or your duties as an employee. The essential
principles of conduct are:
You must not do anything which conflicts with your
duty as an employee or agent of the company, or use
your official position for private advantage
You must declare any outside employment,
directorship or material shareholding and these must
not be contrary to the company’s commercial interests
‘or bring it into disrepute
Your actions as an employee or agent must not be
improperly influenced by any relationship (e.g. by blood,
marriage, partnership or membership of any social, religious
or political association) or by any personal or financial
consideration. For clarity. no one should exploit their
personal or family relationship with any colleague for any
gain or differential treatment whatsoever, including gain for
personal or any other family member's benefit
You must not make any statement to the media that
brings the company into disrepute
If you receive a fee from an outside source for
performing a service which forms part of your official
duties or takes place in business time, e.g. giving an
interview or lecture you must report it to your manager.
You will normally be expected to pay the money to the
‘company or to a charity connected with it. I the service
arises from your work but is not directly connected with
it and is given in your own time, you must still report it
to your manager
You must declare to your line manager and HR Services,
any outside employment, directorship or material
shareholding, and these must not be contrary to the
company’s commercial interest or bring it into disrepute
Gifts and Sponsorship
You must not accept any gift. payment, bribe, favour or
inducement that might influence (or appear to influence)
your action as an employee. Equally, you must not offer any
bribe or inducement to anyone else. If any such offer
is made to you, you must report it to your manager.
In general, the giving and receiving of gifts is not permitted
with the exception of low value promotional items costing
under £10 each, such as pens, calendars, diaries, notepads
and paperweights.
+ Ina situation where refusal to give or accept a gift would
cause embarrassment or offence, such as when giving or
receiving a gift from an overseas’ postal administration
inan official capacity as a representative of Post Office
the gift must not appear lavish or extravagant and should
not cost more than £200
Before giving any gift costing more than £10, written
approval must be obtained from your line manager
and forwarded to the Risk & Compliance team at
riskandcompliance(”
IF you receive a gift worth more than £10 you must
notify your line manager in writing, and forward
the details to the Risk & Compliance team at
e@ GRO I
The Risk & Compliance team will maintain a Register of
all gifts given and received
riskandcomy
Private arrangements for gifts. discounts or concessions must
not be solicited or accepted in connection with any contract
for goods or services to which the company is a party.
If in doubt about whether it is proper to
accept a gift, please discuss the matter
with your manager.
You must not ask for or accept sporting or charitable
sponsorship from an organisation that has (or is seeking)
a contract to supply the company, or is in competition
with it. You must declare to your manager any plan to
accept sponsorship and ask if there is any conflict with
‘company interests.
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Hospitality and Entertainment
Hospitality may only be given and accepted where it has
a clear and demonstrable link with a legitimate business
purpose, e.g. an organised event or a meal at which business
is to be discussed. In relation to offers of hospitality,
numbers on both sides should be limited to those whose
presence is necessary to progress the business in hand, The
giving and receiving of hospitality and entertainment is
subject to the following rules:
* You must obtain prior permission from your line
manager before accepting or giving hospitality
# The hospitality must be reasonable (not lavish or
extravagant), proportionate to its purpose and must
ordinarily be below £100 per person in value
You must send details of all hospitality offered and
accepted, including details of the host business (if not
Post Office), the number of people attending and the
businesses they represent [if Post Office is the host),
with details of the location of the hospitality and the
cost per person, along with written approval from
your line manager, to the Risk and Compliance team at
riskandcomplianc
The Risk and Compliance team will maintain a Register of
all Hospitality given and received
You must beware of accepting any hospitality and
entertainment which might compromise your performance
of official business, or which might reasonably appear
to have improperly influenced a business decision. Any
attempt at entrapment, blackmail, or any suggestion
that preferential treatment or divulgence of confidential
information is expected in return for hospitality and
entertainment, must be reported to your line manager and
the Risk and Compliance team
Do not provide or accept hospitality or entertainment,
which, because of its expense or nature, may cause the
‘company embarrassment or bring it into disrepute.
Modest hospitality to other company employees
‘on business occasions is sometimes justifiable, but
extravagance must be avoided
Alcoholic drinks are not permitted at business meetings or
‘on company premises except for authorised social functions
‘out of the working hours of those present.
Use judgement and restraint, and consult
your manager if in doubt.
Risk Management
We have made a commitment to risk
management as an integral part of
running Post Office.
(Our risk management practices are intended to help
you make better informed decisions and to increase the
likelihood of meeting our strategic objectives, to achieve
customer excellence and to safeguard business interests
Effective risk management is demonstrated in how we
behave and consider risk in everything we do, from
decision making to operational management. We encourage
people to consider risks, manage them and be transparent
throughout. This pragmatic approach is set out in the Risk
Management Policy. Please contact the Central Risk team
for more information.
teful Gutacts and Links
Grapevine
wwwgrapevine.co.uk
HR Help Desk
https://portal.royalmailgroup.com/sites/PostOffice/
HR/Site Pages/HRAdviceGuidance.aspx
+ Post Office Policies
https://portal.royalmailgroup.com/sites/PostOffice/
inside/Pages/Policies-and-g1
Speak Up Helpline
0800 048 4531
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