We always try to treat our employees fairly. Sometimes things go wrong, so we have put in place procedures to resolve problems in a swift and satisfactory way, meeting best practice standards. We are transparent in reporting the number of cases and the outcomes. In 2013, 264 cases were reported, compared to 114 cases in 2012. During the year, 252 cases were finalised. Of these, 35 were withdrawn, 79 agreed between parties, 121 judged against Group companies and 17 judged in favour.

Chapter 4 of 10

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