In accordance with section 172(1) of the Companies Act 2006, the Director acts in good faith to promote the success of the Company for the benefit of its members as a whole and, in doing so, has regard, amongst other matters, to:
- the likely consequences of any decision in the long term;
- the interests of the Company’s employees;
- the need to foster the Company’s business relationships with suppliers, customers and others;
- the impact of the Company’s operations on the community and the environment;
- the desirability of the Company maintaining a reputation for high standards of business conduct; and
- the need to act fairly between members of the Company.
In making decisions, the Director considers the interests of key stakeholders and the potential long-term consequences for the Company. The Company’s approach is underpinned by responsible business practices, customer focus and a supportive working environment. These factors are considered alongside the Company’s strategic objectives, financial performance and risk profile, helping to inform its priorities and longer-term direction.
The Company’s strategy is focused on the continued development of its jewellery and precious metal retail activities across its physical and online channels. Market trends and stakeholder feedback, including customer and employee insights, are regularly reviewed to inform the Company’s strategic direction and ensure that it remains responsive to the changing business environment.
The Director also considers the potential impact of decisions on the Company’s key stakeholders, including employees, customers, suppliers, shareholders and the wider community and environment. The following sections describe how these considerations are reflected in the Company’s activities and decision-making.
Employees
The Company seeks to maintain a positive and supportive working environment where employees can develop their skills and contribute effectively to the business. Feedback from employees is considered when reviewing working practices and the workplace environment, helping to identify areas for improvement. Regular training supports employees in performing their roles effectively and maintaining appropriate standards of conduct.
Recognising and rewarding employee contributions is an important part of the Company’s approach to employee engagement, supported by its competitive bonus programme. The Company also recognises the importance of employee wellbeing and provides access to a 24-hour helpline and online therapy.
Customers
The Company places importance on understanding customer expectations and maintaining positive relationships with its customers. Customer views are gathered through a range of interactions, including reviews, emails and direct engagement, and are considered when assessing the effectiveness of the customer journey. This helps the Company respond to customer needs and maintain an appropriate standard of service across its retail operations.
The Company also considers customer demand and purchasing trends when making decisions about its product range, pricing and retail channels. This helps ensure that its offering reflects changing customer preferences across both its physical branches and online platform.
Suppliers
The Company recognises the importance of maintaining effective and responsible relationships with its suppliers. Supplier relationships are considered in terms of cost, quality and the Company’s wider operational requirements.
When establishing new supplier relationships, the Company undertakes Know Your Business assessments as part of its due diligence, including consideration of relevant trade and safety requirements. The Company seeks to work with established suppliers with a good reputation in their respective markets and reviews these relationships on an ongoing basis. Where appropriate, a diversified supplier base is maintained to reduce reliance on individual suppliers and support the availability of stock.
Community and Environment
The Company considers the wider impact of its activities on the communities in which it operates and seeks to maintain positive relationships with local stakeholders. Through its branch network, the Company provides employment opportunities within the communities in which it operates, while the gold purchasing activities provide customers with an alternative means of accessing funds.
Environmental considerations also form part of the Company’s approach to its operations. During the year, the Company continued to increase its use of digital processes, reducing reliance on paper-based documentation. This has helped to reduce paper consumption and associated waste, while supporting more efficient document management and working practices.
Shareholders
In making decisions, the Director gives due consideration to the interests of shareholders. The Company maintains communication with shareholders through financial reporting, regular updates and shareholder meetings, providing information on its financial performance, position and strategic direction.
Longer-term implications are considered when making significant decisions, including the potential impact on the Company’s financial position, strategic objectives, stakeholder relationships and reputation. This approach supports the creation of sustainable value for shareholders while maintaining the Company’s ability to respond to changing market conditions and business opportunities.