Stakeholder engagement


We engage regularly with stakeholders at Group and/or business level, depending on the particular issue. 

As illustrated in our Group business model and strategy, the role of the corporate centre, and therefore of the Board, is to provide a framework in which the Group businesses have the freedom and decision-making authority to pursue opportunities with entrepreneurial flair and to manage risks at the level at which the businesses operate.

We consider this to be an important factor in the success of the Group.

Authority for the operational management of the Group’s businesses is delegated to the Chief Executive for execution or for further delegation by the Chief Executive to the senior management teams of the businesses.

This is to ensure the effective day-today running and management of the Group. The chief executive of each business within the Group has authority for that business and reports directly to the Chief Executive.

This approach necessarily involves a high degree of delegation of communication with stakeholders to the management of the Group businesses.

Where the directors of the Company have not themselves directly engaged with stakeholders, those stakeholder issues are considered at Board level both through reports to the Board by the Chief Executive or Finance Director and also by the senior management of the Group’s businesses. Senior management are requested, when presenting to the Board on strategy and principal decisions, to ensure that the presentations cover what impact the strategy/principal decision has on the relevant stakeholders and how the views of those stakeholders have been taken into account.

While day-to-day operational decisions are generally made locally, in addition to providing input on the principal decisions and strategy, the Board supports individual businesses by facilitating the sharing of best practice and know-how between the businesses. In the following pages, we set out the key stakeholder groups with whom engagement is fundamental to the Group’s ongoing success.


The Group employs 132,000 people. Our people are central to our success.

Key issues

  • Health and safety
  • Diversity and inclusion
  • Engagement and development

How the businesses engage with them

  • Email
  • Intranet
  • Newsletters
  • Surveys
  • Training
  • Notice boards
  • Health and Safety programmes
  • Town halls
  • Virtual meetings


As a diversified international Group, we have many complex supply chains.

Key issues

  • Payment practices
  • Responsible sourcing
  • Supply chain sustainability

How the businesses engage with them

  • Conversations (face-to-face or virtual)
  • Training
  • Communication sessions
  • Correspondence
  • Audits

Customers / Consumers

The buyers of our safe, nutritious and affordable food, and clothing that is great value for money. 

Key issues

  • Healthy and safe products
  • Value for money
  • Cost of living
  • Availability of products
  • Social and environmental impact
  • Store environment
  • Customer relations

How the businesses engage with them

  • In-store signage (Primark)
  • Face-to-face interactions with staff
  • Customer surveys
  • Labelling
  • Social media
  • Customer/consumer information lines

Communities and the environment

Supporting society and respecting the environment are two of the key ways we live our values and make a difference.

Key issues

  • Climate change mitigation and adaptation
  • Natural resources and circular economy
  • Social impact

How the business engage with them

  • Coaching and training programmes
  • Community programmes and schemes
  • Dealings with NGOs and other expert programmes and schemes

Shareholders and institutional investors

The Company has a mix of individual and institutional shareholders, including bondholders, whose views are valued.

Key issues

  • Return on investment
  • Business and financial performance
  • ESG
  • Remuneration

How the businesses engage with them

  • Website
  • Annual general meeting
  • Annual Report
  • Responsibility Report and ESG Insights
  • Press releases
  • Results announcements
  • Meetings
  • Registrar


The Group is impacted by changes in laws and public policy.

Key issues

  • Corporate governance and audit reform
  • Energy support schemes
  • Tax and business rates
  • Agricultural and trade policy
  • Climate and environmentrelated matters
  • Public health (including COVID-19)
  • Support of businesses and workers

How the businesses engage with them

  • Meetings, calls and correspondence
  • Responding to consultations and calls for evidence
  • Providing data/insights (e.g. supply challenges and international conflict)
  • Participation in government schemes
  • Parliamentary events
  • Industry forums
  • Site visits

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