Press releases

Making an impact: ESG factors are a priority for customers when choosing a bank

22 December 2020

Three fifths of UK banking customers (61%) wish that their bank would do more to create a positive social and environmental impact, according to new research from Deloitte.

Deloitte’s Better Banking Survey sought the views of more than 1,000 UK banking customers, to understand their awareness of their banks’ impact on society. It found that seven out of ten customers (71%) are more likely to choose a bank with a positive social and environmental impact.

Additionally, it found that more than three fifths (61%) would leave their bank if it was linked to any social or environmental harm – even if it had the best offer.

Thinking about what would cause them to leave their bank, almost half of customers (48%) would move their money if they found out the bank was financing fossil fuels; whilst climate action (25%) and the life of our planet (17%) were noted as the most common social and environmental reasons for why customers would consider leaving their bank.

Three fifths of respondents (61%) think their bank is strongly committed to making a positive social and environmental impact. Nonetheless, almost two thirds (64%) would like their bank to allow them to direct a portion of its profits to a cause they support.

Richard Hammell, UK head of financial services at Deloitte, said: “Issues such as climate change and sustainability are playing a more prominent role in customers’ behaviour. Now more than ever, they have access to information about the impact that businesses have on society and the environment, and they’re using that to select the financial products they want.

“Banks have an opportunity to dial up their efforts, to engage with customers by telling the story of their positive impact, and to use social and environmental impact as a source of innovation for new products and services.”

Katherine Lampen, UK sustainability and climate change lead at Deloitte, added: “As in all sectors, the banking industry is seeing increasing pressure from investors, regulators and customers to prioritise action on climate risk. Whilst it is encouraging to see over half of respondents agree that their bank is strongly committed to environmental impact, there is still more to be done. COVID-19 has highlighted how non-financial risks, such as climate change, are capable of generating significant shocks to businesses and the economy. In order to identify themselves to customers as well-governed and resilient business, banks must prioritise sustainable finance.”


Notes to editors

About the research
The survey was conducted by Pollfish on behalf of Deloitte between 4th and 5th August 2020. A total of 1,250 UK banking customers took part in the online survey. Customers from all major UK banks took part with an equal split between genders and 20% split across all five age groups: 18-24, 25-34, 35-44, 45-54, 55+.

About Deloitte
In this press release references to “Deloitte” are references to one or more of Deloitte Touche Tohmatsu Limited (“DTTL”) a UK private company limited by guarantee, and its network of member firms, each of which is a legally separate and independent entity.

Please see for a detailed description of the legal structure of DTTL and its member firms.

Deloitte LLP is a subsidiary of Deloitte NSE LLP, which is a member firm of DTTL, and is among the UK's leading professional services firms.

The information contained in this press release is correct at the time of going to press.

For more information, please visit

Member of Deloitte Touche Tohmatsu Limited

Did you find this useful?