natwestgroup.com 
 
 
 
2021 Basis of Reporting 
for selected Sustainability or Environmental, Social and Governance (ESG) metrics  
 
Metrics  
 
Theme 
Metric # Metric 
Climate 
1 
Operational footprint CO2 equivalent (CO2e) emissions 
2 
Climate and Sustainable Funding and Financing (£) 
3.a 
Heightened climate-related risk sectors: (£m & %) 
3.b 
Harmful activities: Oil and Gas majors & Coal total exposure (£m) 
4 
% of our UK customers’ homes that are at or above EPC rating C 
5 
Retail Banking Green Mortgage product completion value (GBP) 
6 
Flood risk profile of Retail Banking residential mortgage portfolio. 
Enterprise 
7 
Number of interventions delivered (or supported through programmes) to start, run, and grow a business (#) 
8 
 
 
Number of individuals and business supported through enterprise programmes. (All split by % of Female, Black, Asian, and 
Minority Ethnic, based outside of London and the South-East, people intending to create purpose-led businesses) (%) 
Learning 
9.a 
Individual financial health checks, inclusive of digital financial 
health checks (#) 
Together Financial capability interactions (#) 
9.b 
Fraud educations Interactions (#) 
9.c 
Financial capability products and features (#) 
9.d 
Young people reached through MoneySense (#) 
9.e 
Financial Education (Adult) (#) 
10 
Customers helped to start saving (#)

natwestgroup.com 
 
Theme 
Metric # Metric 
Customer 
11 
Number and value of attempted fraud prevented in UK (#, £) 
12 
Number of First Time Buyer (FTB) mortgage customers supported (#) 
13.a 
Number of digitally active (online, mobile, and total) customers (#) 
13.b 
Proportion of customers exclusively using digital channels (%) 
13.c 
Number of video banking interactions (#) 
13.d 
Number of Artificial Intelligence – (Cora) interactions (conversations) (#) 
13.e 
Proportion of Artificial Intelligence – (Cora) Interactions that required no human input (%) 
Responsible Business 
14 
Direct community investment (DCI) spend (£) 
Colleague 
15.a 
Proportion of black, Asian, and ethnic minority in top four leadership layers in the UK (%) 
15.b 
Gender balance in top three senior layers (%) 
 
Introduction 
 
The tables in this document detail our approach, scope, and controls including the sustainability metrics included within EY’s 2021 Sustainability Limited & Reasonable 
Assurance Engagement. These Sustainability metrics are reported in the 2021 reporting suite including the Strategic Report, the Climate-related disclosures report 
and the ESG Supplement. 
 
We note that there are currently limited industry standards or globally recognised established practices for measuring Sustainability or ESG performance and for 
defining ESG metrics. However, we anticipate that standards and definitions will develop and consolidate over time, and we are committed to working to align our 
reporting, our future approach, and processes in line with these developments.

natwestgroup.com 
 
Theme
Metric 
Scope and exclusions 
Unit of reporting 
 
Method 
 
Internal reporting and 
controls 
 
Reporting 
frequency 
Climate 
1. Operational 
footprint CO2 
equivalent 
(CO2e) 
emissions. 
 
Our direct operational carbon emissions are the 
aggregation of carbon dioxide equivalent (CO2e) 
arising from the consumption and use of: 
- Scope 1: natural gas, liquid fossil fuels, 
hydrofluorocarbons (HFC)s and owned/leased vehicles. 
- Scope 2: electricity and other imported energy 
(market-based and location-based). 
- Scope 3: paper, water, waste, business travel, 
commuting and working from home. 
  
Our operational value chain carbon emissions are the 
aggregation of carbon dioxide equivalent (CO2e) 
arising from the consumption and use of: 
- Scope 3: all upstream and downstream emissions, 
excluding financed emissions. In 2021, we are 
reporting all upstream emissions and downstream 
transportation and distribution, with a plan to report all 
downstream emissions for our 2022 report (excluding 
financed as these are reported elsewhere). 
  
The reporting period for emissions and other own 
operational metrics is for the 12 months ending the 
30th of September each year. 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Tonnes of CO2e 
(tCO2e) 
The emissions reporting boundary is 
defined as all entities and facilities either 
owned or under our operational control. 
Where we do not have direct data, we use 
calculated extrapolations which account 
for 1.98% of our carbon footprint in 2021. 
Emissions have been calculated using the 
Greenhouse Gas Protocol Corporate 
Standard and associated guidance and 
include all greenhouse gases, reported in 
tonnes of carbon dioxide equivalent (CO2e) 
and global warming potential values. When 
converting data to carbon emissions, we 
use Emission Factors from UK Government 
Emissions Conversion Factors for Company 
Reporting (Department for Business, 
Energy & Industrial Strategy, 2021), CO2 
Emissions from Fuel Combustion 
(International Energy Agency, 2021) or 
relevant local authorities as required. 
NatWest utilises a third-party software 
system, Envizi, to capture and record the 
Group’s environmental impact and ensure 
audit requirements are met. All data is 
aggregated at a regional level to reflect the 
total regional consumption. The regional 
consumption results are then collated to 
reflect the total NatWest Group footprint. 
CO2e values are attributed to these 
sources via an automatic conversion 
module in the Envizi system. For more 
information, please see 
https://www.natwestgroup.com/our-
purpose/environment/own-operational-
footprint. 
CO2e emissions data is 
validated by external 
service providers each 
month. Monthly and 
more detailed quarterly 
checks are carried out 
on data completeness 
and data variance.  
Reported monthly 
to the climate 
governance forum.

natwestgroup.com 
 
Theme
Metric 
Scope and exclusions 
Unit of reporting 
 
Method 
 
Internal reporting and 
controls 
 
Reporting 
frequency 
2. Climate and 
Sustainable 
Funding and 
Financing (£) 
The Climate and Sustainable Funding and Financing 
(CSFF) metric is used by NatWest Group to measure 
the level of support it provides customers to help in 
their transition towards a low carbon, climate-resilient 
and sustainable economy. The Climate and 
Sustainable Finance Inclusion (CSFI) criteria, which 
was first published in 2020, is used to determine the 
assets, activities and companies that are eligible to be 
included in this metric. The detailed CSFI criteria is 
available at NatWestGroup.com.  
 
The assets and activities which are eligible to be 
considered in scope of the CSFI criteria are informed 
by the UK Government’s strategy for transitioning to a 
net-zero economy, the various industry standards and 
taxonomies including any one of the ICMA Green Bond 
Principles (2018), the ICMA Climate Transition Finance 
Handbook (2020), the Loan Markets Association 
(“LMA”) Green Loan Principles, and relevant 
transactions (that include a specific carbon or climate 
related metric) under the LMA’s Sustainability Linked 
Loan Principles and ICMA Sustainability Linked Loan 
Bond Principles, the EU Taxonomy for Sustainable 
Finance and the EU Green Bond Standard and are 
consistent with the UK Finance White Paper on 
Sustainable Finance published in November 2020 (the 
‘UK Finance White Paper’). The CSFI criteria will evolve 
to ensure consistency with any developments of the 
existing and/or new external standards, taxonomies, 
and eligibility criteria (such as the UK Green Finance 
Taxonomy) and it is therefore expected that over time 
an updated CSFI criteria will be released. All 
transactions are also subject to NatWest Group’s 
environmental, social, and ethical (ESE) risk policies. 
 
In early 2021, the CSFI criteria was amended to 
provide additional clarity on existing criteria, and to 
include transactions to personal customers for 
properties with Energy Performance Certificate (EPC) 
A and B ratings.  
 
The inclusion of personal customers in the CSFI criteria 
does not affect the scope of the £20 billion CSFF 
£ additional 
funding and 
financing 
On a quarterly basis, eligible deals are 
identified and reported. For the purposes of 
tracking against the CSFF target, quarterly 
reporting is aggregated (i.e., the sum of 
CSFF reported in each quarter will be the 
total CSFF for the year). Eligible deals are 
categorised and recorded as follows: 
 
Green Wholesale Lending: Specific purpose 
lending to wholesale customers within the 
scope of the CSFI criteria. 
 
Residential mortgages that have an EPC 
rating of A or B. Included from 1st of July 
2021 for eligible mortgages where EPC 
information is available. 
 
Green public bonds, green private 
placements, and green loan underwriting: 
Underwriting of specific use of proceeds 
debt capital market issuances for projects 
expenditures, as well as green loan 
commitments when clients meet the CSFI 
criteria. 
 
Sustainability Linked Loans, Bonds and 
Private Placements made to customers and 
clients, in line with Loan Market 
Association (LMA) Sustainability Linked 
Loan principles and International Capital 
Market Association (ICMA) Sustainability 
Linked Bond principles where deal targets 
include green performance indicators, 
aligned to CSFI criteria.  
 
Other wholesale general purpose lending 
or wider financing within the CSFI criteria: 
In addition to transactions that directly 
meet CSFI criteria based on use of 
proceeds for green purposes, the CSFI 
criteria also includes certain general-
purpose loans and wider financing 
(including bonds and private placements) 
Attested business line 
submissions with 
further checks including 
reconciling lending 
facilities against 
established reporting 
platforms, criteria 
eligibility checks and 
escalation to CSFF 
disclosure working 
group where necessary. 
Quarterly signoffs by 
Finance and the 
Climate Centre of 
Excellence. 
 
For onwards reporting, 
externally as part of the 
CSFF target, and 
internally as part of 
segment reporting, 
target setting and 
executive remuneration 
considerations. 
Reported quarterly 
to climate 
governance forum.

natwestgroup.com 
 
Theme
Metric 
Scope and exclusions 
Unit of reporting 
 
Method 
 
Internal reporting and 
controls 
 
Reporting 
frequency 
commitment, as set in 2020, which excluded personal 
lending. The £100 billion CSFF commitment from 1st of 
July 2021 to the end of 2025 does include eligible 
residential mortgage properties. 
 
In October 2021 a revised CSFI Criteria was 
announced. For clarity, these criteria will be used to 
determine eligible assets, activities, and companies for 
CSFF reporting from 1st of January 2022 and as such 
is not in use for year end 2021 reporting. 
 
Amounts relating to NatWest Group own Green, Social 
and Sustainability (GSS) bond issuances are excluded 
from CSFF reporting. 
 
to a customer who can evidence (to 
NatWest Group’s satisfaction) 50% or more 
of revenues from the categories and 
sectors outlined in the CSFI criteria. 
 
Amount Reported: Lending amounts 
represent total commitment and include 
any undrawn portion of committed credit 
limits. Underwritten deals (Bonds, Private 
Placement and Loans), amounts represent 
the NWM Group share of the notional (total 
underwriting amount lead managed or 
placed by NWM Group), based on the 
number of underwriters within a specific 
deal

natwestgroup.com 
 
Theme
Metric 
Scope and exclusions 
Unit of reporting 
 
Method 
 
Internal reporting and 
controls 
 
Reporting 
frequency 
Climate 
3.a Heightened 
climate-related 
risk sectors: 
(£m & %) 
As part of its risk management activity, in 2020 
NatWest Group identified 13 sectors (including the Oil 
and Gas Sector) within the wholesale portfolio as 
exposed to heightened climate-related risk impacts.  
 
An exercise was completed in 2021 to review the 
heightened climate risk sectors identified in 2020. This 
review was undertaken for all sectors to which 
NatWest Group lends and considered NatWest Group-
specific data regarding susceptibility to physical and 
transition risk, emissions intensity and CBES outcomes. 
The review was approved and a decision was taken to 
retain the existing heightened climate risk sectors. The 
residential mortgage portfolio has also been identified 
as exposed to heightened climate-related risk impacts 
based on analysis conducted at a property level. 
 
This list of sectors will be reviewed on an ongoing 
basis to reflect evolving policy, technological 
enhancements, and behaviour changes. 
(£m & %) 
Reporting method is consistent with other 
credit exposure reporting as presented in 
the Risk and Capital Management section 
of the NatWest Group Annual Reported 
Accounts. 
 
Standard Industrial Classifications (SIC 
Codes) are used to determine the assets 
linked to a wholesale sector, while the 
residential mortgages portfolio is reported 
on a product basis. 
 
Heightened climate-related risk sector 
exposure is reported as gross (of Expected 
Credit Loss) loans and advances balance 
sheet values accounted at amortised cost 
and fair value through comprehensive 
income, and in addition, related off-balance 
sheet amounts typically reflecting undrawn 
loan commitments and contingent 
obligations. The exposure values are also 
presented as a percentage of the total 
NatWest Group exposure on the same 
basis. 
 
The exposure reflects all lending to 
customers in these sectors, including 
climate and sustainable lending. 
 
Key control elements to 
this reporting include: 
SME review including 
IFRS 9 Disclosure 
working group review 
of disclosures, 
Reconciliation controls 
to other sector 
disclosures, overall 
balances reconciled to 
the ledger, Validation to 
other existing 
disclosures, Sign off 
Disclosure produced 
from data supporting 
audited IFRS 9 
disclosures supported 
by RCA process and 
controls. 
Reported monthly 
to the climate 
governance forum.

natwestgroup.com 
 
Theme
Metric 
Scope and exclusions 
Unit of reporting 
 
Method 
 
Internal reporting and 
controls 
 
Reporting 
frequency 
Climate 
3.b Harmful 
activities: 
Oil and Gas 
majors & Coal 
total exposure 
(£m) 
In February 2020, we stated that we planned: 
• 
to stop lending and underwriting to 
companies with more than 15% of activities 
related to thermal and lignite coal unless 
they had a credible transition plan (CTP) in 
line with the 2015 Paris Agreement in place 
by end of 2021.  
• 
a full phase-out from thermal and lignite coal 
by 2030; and 
• 
to stop lending and underwriting to major oil 
and gas producers unless they had a 
credible transition plan aligned with the 2015 
Paris Agreement in place by the end of 2021. 
 
This metric details exposure to Oil and Gas majors and 
Coal companies that are in scope of these credible 
transition plan commitments. 
 
(£m) 
Our CTP assessment involved three 
components summarised below: 
• 
a quantitative assessment using 
an independent third-party 
proprietary model to assess 
alignment with the 2015 Paris 
Agreement. 
• 
a credibility assessment of 
customer transition plans 
• 
management review and 
assessment 
 
Further detail of the CTP assessment 
approach can be found in the NatWest 
Group 2021 Climate-related Disclosure 
Report. 
 
Companies that have greater than 15% of 
activities related to thermal and lignite 
coal, as defined by EBITDA, have been 
identified by subject matter experts within 
the wholesale business. Oil and Gas majors 
have similarly been identified by subject 
matter experts and are a subset of the Oil 
and Gas sector exposure. 
 
Exposure to these assets is reported as 
gross (of Expected Credit Loss) loans and 
advances balance sheet values accounted 
at amortised cost and fair value through 
comprehensive income, and in addition, 
related off-balance sheet amounts typically 
reflecting undrawn loan commitments and 
contingent obligations.  
 
The NatWest Group 
Reputation Risk 
Committee (GRRC) 
approved outcomes of 
the quantitative and 
credibility assessments 
as well as customers’ 
forward-looking 
strategy and alignment 
to NWG ESE policies, 
and the impact of 
current and expected 
legislative requirements 
and policy 
developments on 
customers’ strategies. 
 
Monthly exposure 
review by business line 
subject matter expert. 
Exposure values 
generated as a subset 
of credit exposure 
reporting and 
reconciled back to 
ledger and off-balance 
sheet control report. 
 
Reported monthly 
to the climate 
governance forum.

natwestgroup.com 
 
Theme
Metric 
Scope and exclusions 
Unit of reporting 
 
Method 
 
Internal reporting and 
controls 
 
Reporting 
frequency 
4. % of our UK 
customers’ 
homes that are 
at or above EPC 
rating C 
Percentage of UK Retail Banking residential mortgages 
by Energy Performance Certificate (EPC) band.  Data 
source and limitations: EPC data has been sourced 
from the Energy Performance of Buildings for England 
and Wales published by the Ministry of Housing, 
Communities and Local Government’s open data 
source.  
The data is drawn from EPCs issued for domestic and 
non-domestic buildings constructed, sold or let since 
2008. It provides information on the energy efficiency 
ratings of domestic and non-domestic buildings during 
the energy assessment process. The registers do not 
hold data for every domestic and non-domestic 
building, or every building occupied by public 
authorities in England and Wales. For the mortgages 
on properties in Scotland we are sourcing EPC data 
from the Public Available Data Extracts site of the 
Energy Saving Trust, published by the Scottish 
Government. This data is updated quarterly and 
contains energy certificates from the start of 2013. An 
EPC is required when a building is constructed, sold or 
let, and is valid for 10 years. As a result, the EPC 
analysis on this page is based on EPC data at the time 
it was last available. New certificates typically take 3-6 
months to be included in the data source. 
 
 
 
(%) 
Account level matching to source systems. 
 
Business SME review 
and sign off 
Production review and 
sign off ensuring all 
internal controls have 
been performed 
 
Quarterly 
Climate 
5. Retail Banking 
Green Mortgage 
product 
completion 
value (GBP) 
Value in GBP of gross new drawn lending within the 
calendar year associated with the Retail Banking 
Green Mortgage product. The product offers lower 
interest rates for customers purchasing homes with a 
valid Energy Performance Certificate (EPC) rating of A 
or B at the time of application. 
(GBP) 
Product codes are used to identify the 
green mortgage product in source systems.  
Business SME review 
and sign off 
Production review and 
sign off ensuring all 
internal controls have 
been performed 
 
 
Quarterly

natwestgroup.com 
 
Theme
Metric 
Scope and exclusions 
Unit of reporting 
 
Method 
 
Internal reporting and 
controls 
 
Reporting 
frequency 
6. Flood risk 
profile of Retail 
Banking 
residential 
mortgage 
portfolio. 
Proportion of properties at high (11 or over) and very 
high risk (over 31) of flood, as a percentage of total 
Retail Banking mortgage lending and by region in the 
UK (based on GBP value). This is based on the JBA 
flood scoring scale. 
(%) 
Account level matching to source systems. 
 
Business SME review 
and sign off 
Production review and 
sign off ensuring all 
internal controls have 
been performed 
 
 
Annual

natwestgroup.com 
 
Theme
Metric 
Scope and exclusions 
Unit of reporting 
 
Method 
 
Internal reporting and 
controls 
 
Reporting 
frequency 
Enterprise 
7. Number of 
Interventions 
delivered (or 
supported 
through 
programmes) to 
start, run, and 
grow a business 
This represents the total number of interventions, 
submitted by internal teams or external partners which 
occurred in the reporting period 1 January to 31 
December 2021. 
 
The interventions are not restricted to NatWest 
customers only.   
 
An intervention is defined as the participation of an 
individual in an enterprise-related activity. The 
intervention must be free to access and funded or 
resourced by the NatWest Group and must be a 
minimum of twenty minutes in length. The count of 
interventions assumes that individuals joined with (i) 
intent; (ii) had a meaningful interaction; and (iii) were 
present for the full length of the interaction they 
attended. 
As interventions are varied, estimation of impacts for 
each intervention are not currently estimated.  
 
Enterprise related activities include one to one support, 
workshops, events, awards, or competitions  
 
 
External partners are all the companies and charities, 
that NatWest Group work with to deliver enterprise 
related activities and initiatives. This includes but is not 
limited to Swoop, The Prince’s Trust, etc. 
 
UK banking entity's including NatWest (Retail), RBS 
(Retail), Ulster Bank (NI Retail) does not include Coutts 
and Ulster bank (ROI). 
# interventions 
Data is collated monthly by third party 
supplier, PNE. Data is collected from 
external partners and internal NatWest 
group areas. Data is collected from various 
sources e.g., Zoom, CRM, etc. 
Each intervention set is 
reviewed on its merits 
by the 3rd party (PNE) 
and a reporting steering 
committee to ensure 
(using the Yes check) 
that it is a material and 
credible intervention. 
 
Interventions that are 
run in conjunction with 
3rd parties, such as 
Local Enterprise 
Partnerships, councils, 
event agencies and 
partners are evidenced 
by the event organiser 
sharing confirmation of 
numbers at that event. 
There is no incentive 
for these 3rd parties to 
misrepresent the 
numbers, and NatWest 
Group does not take 
action to verify these.   
Reported monthly 
to Enterprise 
Engagement Forum 
and Nerve Centre 
for distribution to 
Group Exec, and 
quarterly at 
Enterprise Forum

natwestgroup.com 
 
Theme
Metric 
Scope and exclusions 
Unit of reporting 
 
Method 
 
Internal reporting and 
controls 
 
Reporting 
frequency 
Enterprise 
8. Number of 
individuals and 
business 
supported 
through 
enterprise 
programmes.   
(All split by % of 
social Purpose 
led, outside 
London and 
southeast, 
female, and 
ethnic minority). 
This represents the total number of interventions 
submitted by internal teams or external partners 
where a unique email address is provided to identify 
the individual or business who attended the event.  
 
Exceptions can be made if there is a valid reason for 
not collecting emails such as working with young 
people or restrictions created by working with third 
party privacy policy requirements. 
 
The % of female, Black, Asian, and Minority Ethnic, 
outside of London and the South East and social 
purpose led is calculated based on the proportion of 
the population that disclosed information and 
extrapolated across the total population of individuals. 
 
An intervention is defined as the participation of an 
individual in an enterprise-related activity. The 
intervention must be free to access and funded or 
resourced by the NatWest Group and must be a 
minimum of twenty minutes in length. The count of 
interventions is based on the assumption that 
individuals joined with (i) intent; (ii) had a meaningful 
interaction; and (iii) were present for the full length of 
the interaction they attended. 
 
The programmes are not restricted to NatWest 
customers only.   
 
Duplications are removed where relevant, i.e., where 
an individual or business has participated in more than 
one enterprise related activity.  
 
External partners are all the companies and charities, 
that we work with to deliver enterprise related 
activities and initiatives. This includes but is not limited 
to Swoop, The Prince’s Trust, etc. 
 
UK banking entity's including NatWest (Retail), RBS 
(Retail), Ulster Bank (NI Retail) does not include Coutts 
and Ulster bank (ROI). 
# of individuals 
and businesses 
supported by 
enterprise 
programmes, split 
by % 
Data is collated monthly by third party 
supplier, PNE. Data is collected from 
external partners and internal NatWest 
group areas. Data is collected from various 
sources e.g., Zoom, CRM, etc. 
Each intervention set is 
reviewed on its merits 
by the 3rd party (PNE) 
and a reporting steering 
committee to ensure 
(using the Yes check) 
that it is a material and 
credible intervention 
 
Reported monthly 
to Nerve Centre for 
ExCo reporting, and 
to Enterprise 
Engagement Forum. 
Reported quarterly 
at Enterprise Forum

natwestgroup.com 
 
Theme
Metric 
Scope and exclusions 
Unit of reporting 
 
Method 
 
Internal reporting and 
controls 
 
Reporting 
frequency 
Learning 
 
9.a Individual 
financial health 
checks, inclusive 
of digital (#) 
The number of full financial health checks completed 
by senior personal bankers, or premium banking 
'Know me' appointments kept in the reporting period 1 
January to 31 December 2021. 
 
Digital financial health checks are completed online. 
 
The financial health checks are not restricted to 
NatWest customers only.   
 
 
Scope of reporting includes the UK banking entities 
including NatWest (Retail), RBS (Retail), Ulster Bank 
(NI) and Coutts. 
# individual FHC 
completed 
Data is captured monthly by the senior 
personal banker when the financial health 
checks are completed. 
Digital financial health checks are captured 
by analytical data tools and are reported 
monthly. 
 
Data is collected for 
face-to-face delivery 
and for virtual/ digital 
delivery. Various 
customer analytic data 
tools are used, and 
individual data is 
collated centrally. 
Control checks are 
performed. 
Reported monthly 
to Retail Banking 
governance forum. 
9.b Fraud 
educations 
interactions (#) 
The number of fraud education (Keeping Your Money 
Safe) interactions in the reporting period 1 January to 
31 December 2021. 
Fraud education interactions help participants to spot 
a fraud or scam, and empower them to help prevent 
themselves, relatives, neighbours, and friends from 
becoming victims of scams or fraud. The training has 
typically been run face-to-face but since 2020 has also 
been delivered virtually.  
 
A fraud education interaction occurs when participants 
have:  
1. Had the fraud education interaction script read to 
them 
2. Watched the video/ presentation hosted on 
YouTube, Facebook, or other formats on the electronic 
learning assistant frontline learning tool  
3. Attended a group presentation delivered by a bank 
colleague  
4. Attended a crime scene investigation workshop 
included as part of the wider MoneySense workshop 
programme.  All interactions are fraud education 
interactions so there is no double counting with 
MoneySense. 
 
A fraud education interaction in Wealth occurs when 
participants have:  
# of Fraud 
education 
interactions 
Keeping Your Money Safe in retail banking 
is captured by the community bankers in 
customer analytics software.  Virtual 
delivery is captured by data analytics tools 
and the data is collated and reviewed 
centrally by the ‘customers in vulnerable 
situations’ team. Data from third party 
websites like YouTube are also captured. 
 
The total number of people who attend or 
who view a live Wealth Fraud Awareness 
presentation/event/discussion is recorded 
at the time of 1-2-1 telephone or zoom call. 
Numbers are recorded on a spreadsheet 
manually. 
Keeping Your Money 
Safe data is collected 
for face-to-face delivery 
and virtual alternatives. 
Various customer 
analytics data tools are 
used, and individual 
data is collated 
centrally, and control 
checks are performed. 
 
Reported monthly 
to Retail Banking 
governance forum.

natwestgroup.com 
 
Theme
Metric 
Scope and exclusions 
Unit of reporting 
 
Method 
 
Internal reporting and 
controls 
 
Reporting 
frequency 
1. Attended a live fraud awareness 
presentation/event/discussion - these can be via Zoom 
or Face to Face  
2. Been a victim of fraud and are offered a fraud 
awareness call with a specialist to provide guidance to 
help protect themselves going forward. 
 
Learning 
 
9.c Financial 
capability 
products and 
features (#) 
The number of financial capability interactions in the 
reporting period 1 January to 31 December 2021. 
Financial capability products and features have the 
following criteria: provision of knowledge and skills, 
active engagement and helping people change their 
behaviour.  
 
 
 
‘Saving goal’ tool 
The number of unique customers interacting with the 
Savings Goal tool through NatWest Banking app or 
online through digital banking.  
 
‘Spending’ features tool 
The total number of unique active user (calculated as 
devices) who have clicked into the Spending’ features 
in the NatWest, Royal Bank of Scotland, and Ulster 
Bank NI mobile banking app more than once in a 
rolling 90-day period.  
 
Know my Credit Score tool 
The number of customers opted in to the Know My 
Credit Score feature within the NatWest, Royal Bank of 
Scotland, and Ulster Bank NI mobile banking app. This 
is tracked by taking the number of confirmed 
customers opt ins to the Know My Credit Score service 
as provided from Trans Union, who are our partners in 
offering this credit score facility. 
# of financial 
capability 
products and 
features captured. 
 
 
 
 
 
 
 
 
 
Savings goal  
Data can be collected from different 
sources for face-to-face delivery and 
virtual alternatives. Various analytics data 
tools are used, and sense checks are 
performed.  
 
Spending features  
Data is collected using various data 
analytics tools to capture number unique 
visitors to access the Spending Feature tool 
in the last 90 days.  
 
Know my Credit Score  
Data is uploaded directly from the KMCS 
app  monthly to Trans Union, who provide 
reports, tracking the total number of 
customers opted in to the Know My Credit 
Score feature and subtracted against 
Reported monthly in 
arrears to financial 
capability management 
forums 
Reported monthly 
to Retail Banking 
governance forum.

natwestgroup.com 
 
Theme
Metric 
Scope and exclusions 
Unit of reporting 
 
Method 
 
Internal reporting and 
controls 
 
Reporting 
frequency 
 
Invest data products  
  
Online Invest is a digital investment service enabling 
NatWest Group customers to save for their longer-
term goals via a range of 5 ready-made funds and 
manage their investment online 24/7. The funds have 
differing levels of risk (‘Low’ to ‘High’) allowing 
customers to choose the one best suited to them, and 
they can start investing from as little as £50. We offer 
a Stocks & Shares ISA account, a General Investment 
Account, and a Junior Stocks & Shares ISA (JISA). 
 
Digital Assist is a service that combines an automated 
online tool to provide investment advice and expert 
Digital Wealth Managers who are on-hand to help 
customers make sense of the advice provided by the 
tool. The advice covers how much a customer can 
afford to invest, what type of investment is right for 
them, and how much risk they are willing to take. 
There is a one-off charge of £10 if the customer 
decides to invest 
 
 
Your Money Picture is a point-in-time digital financial 
check-up and future lifestyle planning service. 
Customers enter their data and receive a diagnosis of 
their finances and an action plan that they can take to 
improve their circumstances. 
 
 
 
Digital Regular Saver  
This is an account for building savings habits.  Savers 
can regularly pay in £1-£50 each month when they 
open their account.  Preference rates are paid on the 
first £1,000.  This is measured by the number of digital 
regular saver accounts opened.   
 
Scope of reporting includes the UK banking entities 
including NatWest (Retail), RBS (Retail), Ulster Bank 
(NI) and Coutts. 
 
December 2020’s volume to show how 
many opt ins have joined in 2021. 
 
 
Invest data tool 
Data is collected using various data 
analytics tools to capture number unique 
visitors to access the products in the 
period.  
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Digital Regular saver  
Data is collected using various data 
analytics tools to capture number unique 
visitors to access the tools in the period. 
We report performance weekly in our 
internal performance trading pack. Sense 
checks are performed.

natwestgroup.com 
 
Theme
Metric 
Scope and exclusions 
Unit of reporting 
 
Method 
 
Internal reporting and 
controls 
 
Reporting 
frequency 
9.d Young 
people reached 
through 
MoneySense (#) 
MoneySense is a free financial education programme 
for young people. Through fun activities, games and 
resources, children are taught about money at home, 
as well as in schools. 
The number of young people reached is firstly 
measured by the data collected from the MoneySense 
data base where teachers record the number of 
classes to whom the programme has been delivered.  
Using the teachers’ registration details, the data is 
collated in the database as a total of all teachers, this 
is then split between regions and age ranges.   
  
The number of pupils is then calculated from 
information on the average number of pupils in a class 
for each given age range.  This number is obtained 
from the Scottish government website (class sizes for 
each year) This number is then multiplied by the 
number of classes taught to find the total number of 
students reached. 
  
The accuracy of the data is dependent on the 
accuracy of the data provided by teachers’ 
registration. 
 
 
In 2020 several additional MoneySense delivery 
mechanisms such as MoneySense Mondays on 
Facebook were introduced in response to Covid 
related school closures. The interactions in relation to 
these initiatives are not included in this metric. We 
acknowledge that a small number of valid 
interventions will not be captured, and therefore 
metrics may be understated. 
# young people 
reached through 
Money Sense 
A third party (John Brown Media) collates 
the raw data monthly from multiple 
sources and by different means for face-to-
face delivery and virtual alternatives. The 
raw data provided is collated centrally by 
John Brown Media, and control checks are 
performed. John Brown Media send a 
monthly report to NatWest Group for 
review by NatWest Group. A monthly 
meeting is held to discuss the key 
analytical review points in the report 
 
 
Reported monthly 
to Retail Banking 
governance forum. 
Learning 
 
9.e Financial 
Education 
(Adult) (#) 
The number of participants who have attended the 
financial education workshops (Facts and Foundations 
and Changes and Choices - both workshops within the 
Financial Foundations Workshops suite) in the 
reporting period 1 January to 31 December 2021. 
These workshops are delivered via Zoom by 
Community Bankers. 
 
NatWest Group have created two workshops to 
strengthen financial capability skills within communities. 
# of attendees of 
the financial 
education 
workshops 
Community bankers facilitate the 
workshops and keep a running total of the 
number of participants in each workshop 
delivered. This data is collected manually in 
a spreadsheet and a total is provided at 
the end of each month to the financial 
capability reporting team. 
Various validation 
checks for 
completeness and 
consistency are 
completed including 
checks against the 
previous months’ data 
and expected volumes. 
Reported monthly 
to Retail Banking 
governance forum.

natwestgroup.com 
 
Theme
Metric 
Scope and exclusions 
Unit of reporting 
 
Method 
 
Internal reporting and 
controls 
 
Reporting 
frequency 
These workshops are designed for those that are new 
to the world of work, starting their first job and/or want 
to improve their understanding of basic financial 
concepts and products.  
Workshop 1, Facts & Foundations, will cover the 
essentials such as, what a bank can offer, how to read 
a payslip, reflections on personal spending habits and 
things that can impact your income.  
Workshop 2, Changes & Choices, explores participants’ 
relationship with money and tackles the issue of debt - 
both avoidance and management. 
 
 
 
10. Customers 
helped to start 
saving (#) 
 
Number of customers who have savings of £100 for 
the first time compared to the January 2019 baseline 
in the reporting period 1 January to 31 December 
2021. 
  
Analysis includes all savings accounts and all 
customers linked to these accounts, so there will be 
some double counting in instances of joint accounts, 
since it’s based on value of balances that the 
customers have access to.  
 
We acknowledge that there may be instances where 
customers had existing savings with other banks and 
transferred them into their NatWest Group account. 
 
The metric excludes Current accounts. 
 
Scope of reporting relates to UK banking entity's 
including NatWest (Retail), RBS (Retail), Ulster Bank (NI 
Retail) does not include Channel Island, Isle of man, 
Coutts, and Ulster bank (ROI). 
 
# of customers 
helped to start 
saving 
 
The data and analytics team extract the 
data using a bespoke report that captures: 
 
1. Active adult (17yrs and over) with 
money transmission accounts (MTA) and 
who have >£100 in savings accounts 
 
2. Savings balance (summed per customer) 
with >=£100 is classed as someone who 
has “started to save" 
 
3. Excludes customers who had >= £100+ 
in savings from January 2020-Jan 2021  
 
Various validation 
checks for 
completeness and 
consistency are 
completed including 
checks against the 
previous months’ data 
and expected volumes. 
 
Reported monthly 
to Retail Banking 
governance forum. 
 
Custome
r 
11. Number and 
value of 
attempted fraud 
cases prevented 
in UK (£) 
Number and value of reported fraud cases by 
customers for which loss or partial loss is prevented in 
the reporting period 1 January to 31 December 2021. 
The types of fraud included are Non-plastic, Credit 
Card, Debit Card.  
 
Internal Fraud, Scams and ATM fraud are excluded.  
# / £ of attempted 
fraud cases 
prevented 
Data is sourced from the case 
management and fraud prevention 
systems. 
At end of year, month-end figures are 
refreshed to account for any additions/ 
subtractions throughout the year to give a 
more accurate end-of-year position. 
Data is subject to 
internal quality 
assurance by 
Performance Insights 
Team. Includes a 
manual completeness 
and consistency checks. 
Reported monthly 
to the external 
industry body, UK 
Finance, and to 
internal risk 
appetite 
governance forums.

natwestgroup.com 
 
Theme
Metric 
Scope and exclusions 
Unit of reporting 
 
Method 
 
Internal reporting and 
controls 
 
Reporting 
frequency 
 
Scope of reporting includes the UK banking entities 
including NatWest (Commercial & Retail), RBS 
(Commercial & Retail), Ulster Bank (NI) and Coutts 
(and UK its subsidiary brands). NWM and RBSI are 
excluded. 
 
 
Published externally annually and reported 
monthly to external industry body, UK 
Finance, and to internal risk appetite 
governance forums. 
 
 
 
12. 
Number of First 
Time Buyer 
(FTB) mortgage 
customers 
supported (#) 
 
Number of FTB (First Time Buyer) customers with a 
mortgage drawn down and funds exchanged in the 
reporting period 1 January to 31 December 2021. 
 
A first-time buyer is a customer who has not owned a 
property previously. Joint mortgages, where one of the 
parties has not owned a property previously are 
included within this.  
 
Each application is counted as one customer. 
 
It excludes mortgage applications for business 
purposes and completed applications that never 
progressed to a drawn down mortgage where funds 
are exchanged. First time Buy to Let mortgages are 
included. 
 
Scope of reporting includes the UK banking entities 
including NatWest (Retail), RBS Retail), Ulster Bank (NI) 
(and UK its subsidiary brands). NWM and RBSI are 
excluded. 
# of customers 
 
Data is extracted from mortgage data 
monitoring systems with data capture from 
NatWest Group mortgage system GMS 
(Group Mortgage System). FTB customers 
are tagged with a flag to highlight them to 
the system 
 
Data is subject to 
internal quality 
assurance by Credit 
Risk and retail banking 
management 
information teams 
 
Reported monthly 
by the retail 
banking 
management 
information team 
 
13.a Number of 
digitally active 
(online, mobile, 
and total) retail 
and business 
banking 
customers (#) 
 
The number of active retail and business banking 
customers that have accessed a mobile banking app 
or online banking platform within the last 90 days as of 
31 December 2021. 
 
Active customer is someone that has carried out a 
customer-initiated transaction in the last 12 months – 
this is a transaction outside of fees, charges, and 
interest. 
 
 
Scope of reporting includes the UK banking entities 
including NatWest (Retail, Business), RBS (Retail, 
Business), Ulster Bank (NI) (Retail, Business) (and UK 
its subsidiary brands). NWM and RBSI are excluded. 
# of active 
retail and 
business banking 
customers 
Data is sourced from an analytical 
software that holds all underlying data. 
Data is verified by 
Security and Fraud 
preventions centre of 
excellence. 
 
Reported monthly 
to Digital 
Penetration 
management 
forum.

natwestgroup.com 
 
Theme
Metric 
Scope and exclusions 
Unit of reporting 
 
Method 
 
Internal reporting and 
controls 
 
Reporting 
frequency 
13.b Proportion 
of customers 
exclusively using 
digital channels 
(%) 
The percentage of customers with active current 
accounts that have accessed a digital platform (online 
or mobile) and not used branch or telephony in the 
same period within the last 90 days as of 31 December 
2021. 
 
Active customer is someone that has carried out a 
customer-initiated transaction in the last 12 months – 
this is a transaction outside of fees, charges, and 
interest. 
 
Branch and telephony usage is a non-digital 
transaction. Credit card payments would not be 
captured in the digital channel, unless, transferred to 
an agent on credit card line, as cloud 9, system that is 
used for digital is not connected to telephony. All 
digital data is de-duplicated, automatic system reads if 
a customer has used any other digital channel and will 
not collect the data again for the same day. Data is 
collected on retail banking current account customers 
only based on the average for the last 90 days.  
 
Scope of reporting includes the UK banking entities 
including NatWest Retail), RBS (Retail), Ulster Bank (NI) 
(and UK its subsidiary brands). NWM and RBSI are 
excluded. 
% of customers 
exclusively using 
digital channels 
 
Data is sourced from an analytical 
software that holds all underlying data. 
Data is subject to 
internal quality 
assurance by 
Performance Insights 
Team. Includes manual 
completeness and 
consistency checks. 
 
Reported monthly 
to Digital 
Penetration 
management 
forum. 
 
Customer 
13.c Number of 
video banking 
appointments 
(#) 
The number of video banking interactions of retail 
banking customers with 'Video banker held 
appointments' in the reporting period 1 January to 31 
December 2021. (Excludes Contact centre video 
banking appointments), 
 
Scope of reporting includes the UK banking entities 
including NatWest Retail), RBS (Retail), Ulster Bank (NI) 
(Retail) (and UK its subsidiary brands). NWM and RBSI 
are excluded. 
# of retail 
banking video 
banking 
appointments per 
week 
 
Data is sourced from an analytical 
software that holds all underlying data. 
 
 
Data is subject to 
internal quality 
assurance by 
Performance Insights 
Team. 
 
Reported monthly 
to Digital 
Penetration 
management 
forum. 
 
13.d Artificial 
intelligence – 
(Cora) 
interactions  
The number of retail banking Cora interactions when 
the customer has interacted with Cora, rather than 
just opened a Cora conversation window, and made 
no conversation in the reporting period 1 January to 
31 December 2021. 
 
# of retail 
banking artificial 
intelligence (Cora) 
interactions 
 
Data is sourced from Cognos, an analytical 
software that holds all underlying data. 
 
Data is subject to 
internal quality 
assurance. Includes 
manual completeness 
and consistency checks.  
 
 
Reported monthly

natwestgroup.com 
 
Theme
Metric 
Scope and exclusions 
Unit of reporting 
 
Method 
 
Internal reporting and 
controls 
 
Reporting 
frequency 
Scope of reporting includes the UK banking entities 
including NatWest Retail), RBS (Retail), Ulster Bank (NI) 
(and UK its subsidiary brands). NWM and RBSI are 
excluded. 
 
13.e Artificial 
intelligence 
(Cora) 
interactions that 
required no 
human input (%) 
The percentage of retail banking Cora containment is 
based on the interactions that have answered the 
customer’s question and require no human input for 
the reporting period 1 January to 31 December 2021.  
This is when an interactive Cora chat did not lead to a 
human handoff or phone number given (incomplete 
chats are not included). 
 
 
Scope of reporting includes the UK banking entities 
including NatWest Retail), RBS Retail), Ulster Bank (NI) 
(and UK its subsidiary brands). NWM and RBSI are 
excluded. 
 
% of retail 
interactions that 
require no human 
input  
 
Data is sourced from Cognos, an analytical 
software that holds all underlying data. 
 
Data is subject to 
internal quality 
assurance. It includes 
manual completeness 
and consistency checks. 
 
Reported monthly 
 
Responsible Business 
14. Direct 
community 
investment (DCI) 
spend (£) 
The DCI is one component of the overall Business for 
Societal Impact (B4SI) benchmark, which is a 
framework used by corporates to calculate their 
community investment spending (it was known as the 
London Benchmarking Group framework until the end 
of 2020).  
The DCI includes cash donated directly to charities 
through customer and colleague charitable activity 
and the direct spending on our community investment 
programmes such as MoneySense. DCI does not 
include the cash value of staff time (volunteering), in-
kind contributions (for example where we forego fees 
on banking services to community organisations or 
notional property costs to deliver our programmes) or 
management costs (salaries of those working directly 
on community activities) although these are included in 
the overall B4SI metric. 
 
£ DCI spend 
 
Community programme spend and other 
charitable donations are captured through 
various central and local data collection 
tools and financial reporting systems. The 
various data points are collated and 
reviewed centrally. 
 
Data is subject to 
internal quality 
assurance by central 
team who monitor the 
overall spend and 
manage the community 
investment 
programmes and 
initiatives.  
 
Collated and 
reviewed annually 
at management 
level 
 
Collea
gue 
15.a Proportion 
of Black, Asian, 
and Ethnic 
minority in top 
four leadership 
The percentage of Black, Asian, and Ethnic minority 
employees in senior roles in the UK, defined as CEO-1, 
CEO-2, CEO-3, and CEO-4 management layers 
according to line-management reporting lines as at 31 
December 2021. 
 
% of Black, Asian, 
and Ethnic 
minority 
colleagues in total 
target population 
Data is sourced from Workday (human 
capital management software) on the last 
day of the quarter and is used to produce 
quarterly scorecards. 
Data is representative 
of Workday. Worker 
gender and worker 
ethnic origin are 
managed through both 
Workday validation and 
Reported quarterly 
in scorecards for 
each business area.

natwestgroup.com 
 
Theme
Metric 
Scope and exclusions 
Unit of reporting 
 
Method 
 
Internal reporting and 
controls 
 
Reporting 
frequency 
layers in the UK 
(%) 
 
 
Specific rules and exclusions include 
1. 
Where individuals are on secondment, their 
secondment role is used as a basis for reporting 
2. 
Based on active headcount only - non-active 
headcount includes individuals on maternity / 
paternity leave, long term sick and career breaks 
3. 
3. All clerical, appointed and lower management 
level roles and some business management and 
leadership support roles in these levels i.e., 
Executive Assistant and Business Support are 
excluded from CEO-1, CEO-2 and CEO-3 but are 
included for CEO-4. 
(UK disclosed 
population only) 
monthly data profiling 
activities are completed 
based around the Data 
Management Policy 
guidelines and based on 
self-attestation. 
The process is mostly 
automated and manual 
checks are completed 
on the key areas to 
ensure accuracy of 
reporting especially 
around exclusions. 
15.b Gender 
balance in top 
three senior 
layers (%) 
 
The percentage of women employees in senior roles, 
defined as the CEO- 1, CEO-2, and CEO-3 
management layers according to line-management 
reporting structure as at 31 December 2021. 
 
 
Specific rules and exclusions include 
1. 
Where individuals are on secondment, their 
secondment role is used as a basis for reporting 
2. 
Based on active headcount only - non-active 
headcount includes individuals on maternity / 
paternity leave, long term sick and career breaks 
3. 
3. All clerical, appointed and lower management 
level roles and some business management and 
leadership support roles in these levels i.e., 
Executive Assistant and Business Support are 
excluded. 
% female 
colleagues in total 
target population