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Fortnum & Mason
Corporate Social Responsibility Policy 2011

1. Introduction 3
2. Fortnum & Mason
– About our Business 6
1. Company details 6
2 Description of our business 6
3. Main products 6
4. Main services 6
5. Main suppliers 6
6. Main customers 6
3. Fortnum & Mason
– Products and Suppliers 7
1. Mission statement 7
2. Food buying pillars 7
3. Fashion and Home buying pillars
4. Requirements for own label
9
and proprietary brands 10
5. Animal welfare 13
6. Local sourcing 13
7. Foie gras 15
8. Organic food 16
9. GMO 16
4. Fortnum & Mason
– The Environment 22
1. Environmental statement 22
2. Environmental policy 23
3. Carbon management policy 23
a. Energy efficiency 23
b. Waste management 24
c. Packaging 24
d. Couriers 24
e. Supply chain 25
f. Construction 25
CONTENTS
2
5. Fortnum & Mason
– The Community 26
1. Charitable giving 26
2. Volunteering 27
3. Local organisations 27
4. The Arts 27
5. Piccadilly Project 27
6. Fortnum & Mason
– Our People 28
1. Equal opportunities policy 28
2. Skills and training 29
3. Staff engagement 29
4. Benefits and reward 30
7. Fortnum & Mason
– Our Customers 32
1. Service 32
2. Value 32
3. Quality 32
4. Communication and engagement 32
5. Accessibility 32

INTRODUCTION
Fortnum & Mason was founded in St. James’s more than 300 years ago.
From the very beginning the business sought to provide groceries and
related products of the highest possible quality to discerning customers.
The business developed into a unique emporium selling goods that
were available nowhere else, often being the first to introduce new
products such as spices and teas in the 18th century and hampers in
the 19th century.
The business is fiercely proud of its heritage and traditions, but is
equally enthusiastic about introducing change and developments to
meet the requirements of today’s business and its key stakeholders.
From a single store in Piccadilly, the modern business now comprises
not only the flagship store, but a rapidly developing mail order and
internet business, five restaurants, an event’s catering business and a
strong international presence, with Fortnum & Mason products being
sold in 14 countries around the world.
Fortnum & Mason is a privately owned business which allows us
to take a long term view of our business activities and to always do
what is right for the long term sustainability of the company and
what is right in terms of our social and environmental responsibilities.
Our vision for the business is that we should strive to be:
“A prosperous and very English retailer of the most inspiring
products and services in the world across food, drink, entertaining
and celebration for customers who want the very best.”
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Integrity
Values
Underpinning all our activities are our values
by which we constantly judge our actions.
We will always be honest and sincere in our dealings
with customers, staff, suppliers and other stakeholders.
We will deliver what we say we will deliver, and we will
always be consistent and straight forward in our dealings
with others. We will be uncompromising in terms of doing
the right thing and being good citizens.
Innovation
We will continuously challenge the status quo and
convention in pursuit of innovative and creative ideas. We
will be pioneering in our thoughts and actions, seeking out
the best ideas and products from around the world.
Inspiration
We will aim to inspire, surprise and delight our customers,
staff, suppliers and other stakeholders by offering the
unexpected and exceeding expectation.
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Excellence
Everything we do we will do to the highest possible
standard to meet the most discerning standards.
Ethical
We will ensure that everything we do is to exemplary
standards of conduct, is sustainable and morally defensible.
We will ensure that the way in which we carry out our
business is rewarding for all those involved.
Enduring
We will ensure that everything we do is suitable for the
long term sustainability of our business, our community,
our environment and our stakeholders. We will never
take the expedient short term route where the enduring
longer term solution is a better one.
In this report we have focussed on the key elements of our CSR policy; our products and suppliers, our environment,
our community, our people and our customers.
We are totally committed to upholding the highest possible standard of corporate responsibility. We recognise, however,
that we have more to do. With the comprehensi
ve refurbishment of the Piccadilly store for our tercentenary in 2007, we have added floor
space and introduced some air cooling, all of which adds to the challenge of reducing our
energy consumption.
We are determined to ensure that corporate responsibilities are embedded in all our activities and reviewed regularly
at the highest level against measurable targets.
I believe that this report illustrates that we have made progress this year and confirms our commitment to drive
continual improvement. We are committed to continuing our long tradition of ethical business practices into our
fourth century.
Beverley Aspinall
Managing Director
March 2011

1. Company Details:-
• Turnover
o £56.1m at 53 weeks ending 18/7/10
• Employees
o 450 as at 27/7/10
• Trading locations
o Piccadilly, London
o Terminal 5, Heathrow
o UK Airports
o Japan
o Europe
o USA
Chapter 2
Fortnum & Mason – About Our Business
Fortnum & Mason was established in 1707 and has been owned
by the Weston family since 1951. The Garfield Weston Foundation
owns 79.2% of Wittington Investments which is the ultimate holding
company of Fortnum & Mason. The current chairman, Kate Hobhouse,
is the granddaughter of Garfield Weston.
• Type of business
o English luxury retailer and restaurateur with the
product categories of food, drink, entertaining
and gifting.
2. Description Of Our Business
Fortnum & Mason is a multi channel retail and
hospitality business. Its operations include:
• Piccadilly retail and hospitality
• Mail order
• Internet (UK and worldwide)
• Corporate sales
• UK airports
• International division
• Events catering (Fortnum & Mason Events)
• Private functions
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3. Main Products
• Tea
• Groceries
• Confectionery
• Hampers
• Wine
4. Main Services
• Retail shopping
• Restaurants
• Events catering
• Internet shopping
• Mail order shopping
5. Main Customers
• Private individual customers
• Corporate clients
• Organisations for event catering
• Japanese operating partner – Juchheim
• Airports
We work closely with our suppliers and customers to
ensure that quality assurance and product integrity are
maintained at all times.
Environmental issues relevant to the business are discussed at
monthly board meetings, with the Managing Directors holding
direct responsibility for driving continual improvement.

Chapter 3
Fortnum & Mason – Products and Suppliers
1. Mission Statement
Fortnum & Mason will only source and stock the best quality products
for own label lines and proprietary brands. We work closely with our
suppliers to develop product that is as natural as possible, only using
quality ingredients without using unnecessary additives or chemicals.
2. Food Buying Pillars
These are our principles for developing own label products but they also apply to the proprietary products that we buy.
• Quality – We provide our customers with the best tasting food by ensuring that we use only the finest ingredients
and production methods. We only work with the most skilled producers and always try to promote traditional and
artisan methods of production. Our rigorous quality control procedure and standards of traceability ensure not only
that our products are safe and always reach our customers in peak condition, but that also the stipulated highest quality
ingredients are used throughout the supply chain. Our breadth of range will always ensure that we have the right quality
for any occasion.
• Englishness – Across everything Fortnum & Mason is and does runs its English character. The company is a fusion
of eclectic influences. We provide our customers with a range of products either sourced from England, have been
adapted to the English taste, or stem from our heritage.
• Seasonality – We always aim to provide our customers with a seasonal range of products.These products reflect the
British growing seasons. This philosophy extends to the recipe based products not just the fresh produce. We also
develop products for the major English celebrations, English traditions and the leisure activities of our customers.
• Ethical and Environmental – We never deviate from our CSR policy. Many of our suppliers are very small, and we
support them to ensure a continuing supply. We always develop close relationships with our suppliers allowing us to
ensure that they are following a responsible code of conduct towards any livestock and to ensure that they and their
employees are being paid a fair price for a product.
We do not subscribe to any one Agricultural Policy, we subscribe to agricultural practices where tradition and time
are respected. Animal Welfare is very important to us and we believe if kept to the highest standards it also leads to a
discernable difference in product flavour.
Wherever possible we always support rare breed meats that are traditionally bred, reared and handled as we believe this
results in a better quality meat. We like to source our beef, pork and lamb from the Royal farms.
All products containing livestock are also consistent with our CSR policy.
We are currently working toward removing all non-essential food additives from our recipes i.e. those that are not required
for a technical function, endeavouring to use natural alternatives.
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Fish – We aim to stock only cold water fish from around
the British Isles and for our stock to conform to the Marine
Conservation Society guidelines for fish to eat and fish
to avoid. We are a traditional retailer with a long history
of selling traditional products such as smoked salmon.
We recognise that some species may be considered to
be ‘at risk’, however, we endeavour to source such species
from the most sustainable and environmentally sound
fisheries/farms. We aim to actively manage our range to
limit and/or provide alternatives to such species. We also
aim to educate and diversify our customers’ taste in order
to take demand away from vulnerable species.
Three major factors will be considered during our buying
decision for fish
• Capture area/stock – only buy where fish level is
deemed sustainable
• Fishing method - wild and farmed fish.All farmed fish to
be sourced from accredited fisheries (Soil Association
or RSPCA Freedom Food)
• Breeding season – will not source fish during the species
breeding season
We buy individual wild salmon caught off the North East
of England, Scotland and in English rivers. Salmon fishing
by named licensed fishermen, using nets and putches, yields
naturally reared fish which are healthy, lean and better
flavoured than intensively reared farmed fish. Fish farms are
carefully chosen for their choice of diet, stocking density and
tidal waters. We allow customers to choose between wild,
farmed and organic farmed in both fresh and smoked salmon.
Caviar is another traditional product we have sold for many
years. We abide by the recent 5 year ban on quotas for
Wild Caviar imposed by CITES and DEFRA. However,
we will continue to sell the small quantity of wild caviar
stock we have left. We have many farmed caviar alternatives
including organically farmed caviar, to offer choice to all our
customers. All our caviar carries full CITES accreditation
stating where the caviar is from and giving us full traceability.
Our pricing policy reflects the increased availability of farmed
caviar, and the exclusivity of wild caviar. Our suppliers use
all the sturgeon by product in further processing.
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Beef – We only buy beef from farms that we feel have
a deep respect for the breeding of steers in a stress free
manner. The stewardship of the land on which these animals
graze is of the utmost importance as we believe it directly
affects the welfare and taste of the final product.
Rather than using only the primal cuts, we strive to use as
much of the carcass as possible through the supply chain
within our business.
We only stock veal that is English, free range, rosé and organic.
Pork – We aim to buy extensively reared pigs that comply
with UK Animal Welfare guidelines that are over and
above the EU legal standards. We are also working toward
ensuring that any processed product from our continental
suppliers complies with UK standards of Animal Welfare.
Lamb – We only source rare breed, extensively reared
lambs/sheep that have been bred specifically for their
flavour, we buy rare breed when possible.
Poultry – We never buy from intensively reared farms.
We always ensure that we buy from free-range farms.
We are working toward using free-range eggs in all products
made using egg.
Wherever possible we buy game from named shoots/
estates, preferably from wild game shoots with strong
conservation policies.

3. Fashion and Home Buying Pillars
Fortnum & Mason is predominantly known for being a food retailer but we take great pride in selling premium quality fashion
and home goods as well. In order to maintain our high standards the following principles are vigorously maintained:
• Quality – We provide our customers with luxury products by ensuring that we use only the best materials and production
methods. We work with the most skilled producers and always try to promote traditional and artisan methods of
production. We are working with our direct suppliers to apply quality control procedures and standards of traceability to
ensure the product quality is maintained to an agreed specification.
• Englishness – Across everything Fortnum & Mason is and does runs its English character. The company is a fusion of
eclectic influences.We provide our customers with a range of products sourced from England, before working with artisan,
exclusive and distinctive suppliers from across the globe.
• Seasonality – We aim to provide our customers with a seasonal range of products to reflect the fashion seasons and
fashion trends. We develop products for the major English celebrations, English traditions and the leisure activities of our
customers. This philosophy extends to the home departments in addition to fashion lines.
• Ethical and Environmental – We assess both the brand and the product against our CSR policy, taking information of
relevance and pertinence from our suppliers’ CSR questionnaires, audits and specifications.
We are working with our direct suppliers to ensure their commitment to best practice on all issues, such as protecting the
environment, animals, child labour and renewable resourcing, to deliver ethical quality goods.
We do not subscribe to any one manufacturing policy; we promote practices where tradition and time are respected. It is
our aim to promote and implement progressive sustainable practices across the fashion design, sourcing and manufacturing
supply chain.
We have introduced quality assurance procedure, alongside a product traceability programme to aid best practice.
Home & Beauty –These products are more difficult to track,
but we work closely with our suppliers to ensure that none
of the animal species, fauna or flora is from endangered
species. Fortnum & Mason works to the guidance and
recommendations of C.I.T.I.E.S (Convention on International
Trade in Endangered Species) to ensure that international
trade in specimens of wild animals and plants do not threaten
their survival.
Skins – We strive to use skins from sustainable sources and
do not support the rearing of animals for the sole purpose
of using their skin. We acknowledge animal welfare concerns
surrounding the capture and killing of wild animals such as
snakes, crocodiles and other reptiles. We do not promote the
use of endangered or threatened species and use C.I.T.I.E.S
and REDLIST data as guidelines for these practices.
Hair & Horn – We promote the use of hair and horn from
sustainable sources that are a by product of the animal rather
than its sole purpose. We are supported by, and refer to, our
Health and Veterinary Certificates and Supplier Declaration
Articles for advice.
Cotton – We will support the growth of organic cotton and
wool, which ensures they are 100% naturally grown without
chemicals or the use of genetically modified seeds.We have
produced an allergen policy to which we refer to promote
the use of fibre production processes that reduce the risk of
an allergic reaction.
Leather – We strive to use leather that is a by product of
an animal’s life, taken from sustainable sources. We support
the use of non-toxic varnishes and glues being used in the
production of leather products.
Silk/Fibre – We aim to promote the use of alternative fibres,
including silk and hemp, which reduce the fashion industry’s
reliance on chemicals and any consequential allergy reactions.
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Feathers – We strive to support resources that are a by
product or natural occurrence of life from sustainable stocks.
We do not support the use of endangered species or
gratuitous practices.
Wood, Card, Paper – Forest Stewardship Council (FSC)
certification is an increasingly important part of social
and environmental standards in the market place. It is our
practice to support and encourage suppliers to have FSC
accreditation. We promote the use of recycled card and
paper products.
Animal Testing – We believe in improving the quality
of human and animal life while taking responsibility for
respecting the animals that support the research and for
treating those animals humanely. We believe that research
using animals should be well regulated. We support testing
laws and regulations (Animals [Scientific Procedures] Act
1986) that recognise animal life as valuable and the value of
human life in animal testing.
Craftsmanship – We support traditional craftsmanship of
highly skilled and artisan suppliers, which allows us to offer
exclusive and bespoke products.
Processing – We have a Food Technologist specifically
trained in Animal Welfare. We aim to have all manufacturers
inspected and compliant with EU accreditation. It is our
priority that the factories are traditional and as close to the
product source as viably possible. Above all our philosophy is
that all animals are treated with respect.
Discovery – Fortnum & Mason built its reputation on
innovation and we will always continue to search for the
best and the most original products.We strive to be first to
market and take pride in showcasing new and imaginative
producers. We take advantage of the rich history of the
business and encourage the promotion of classic trends.
We are always prepared to develop or find products for
adventurous consumers.

4. Requirement for Own Label and Proprietary Brands
During the development of own label products the following procedures are followed. Own label products are continually
reviewed throughout using a QC rota to ensure that the agreed product specification, processing procedures and packaging
standards are maintained throughout each production run. By continually reviewing our products it will show if further
development of the product is required. This QC rota allows us to monitor and maintain regular communication with our
suppliers regarding the products they produce for us.
• Own label product development
- Seven stage process:
1. Intent to supply agreement
2. Audit of premises
3. Review of manufacturing processes
4. Product specification
5. Shelf life testing
6. Labelling
7. Design and packaging
All stages of the own label product cycle is monitored and
kept electronically on the Technical Database (Hamilton
Grant).
• Acceptance criteria
Unless the following criteria is provided and adhered to
a product will not be stocked at Fortnum & Mason.
• Product Review/Intent to supply
o Availability of product
o Seasonality
o Exclusivity
o Methods used for manufacture
• Is the product organic?
• Have any chemicals been used?
• Is there any risk of GMO within the product?
o Labour
o Working conditions for employees/guaranteed no
slave/child labour
o Quality of product
o Legality
o Safety of product
o Food safety procedures
o Sensory testing/approval
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• Product Specification
Specifications must be completed by the supplier before
the product can be offered for sale.A specification must
be completed for all Fortnum & Mason label products
o Fortnum & Mason Product Specification (QAF:01)
o Fortnum & Mason Wine Specification (QAF:101)
The product specification will be monitored and
enforced by the Food Safety &Technology Department.
Any amendments to the specification must be sent to
the Food Safety & Technology Department to update
the specification held on file.
• Supplier Approval
Our buyers must personally visit premises, interrogate
both product and its creator and understand their
philosophy. If we feel they share our values then
we work with them to bring their product to our
customers – and to develop new and interesting ideas
for the future. Many of our sources are very small and
we support them to ensure continuing supply. After this
initial agreement to enter into business, the following
information/documents must be obtained prior to
accepting the first delivery of finished product:
• Supplier Self Audit Questionnaire
• Audit
• Product specifications
• Financial/credit check
• Final artwork approval

• Supplier food safety and approval requirements
Traceability Procedures All products supplied/made
for Fortnum & Mason must have full traceability and
must be traceable one step forward and one step
backwards through the chain, as per the General Food
Regulations 2004 (178/2002 – Article 18).Traceability is
required in order to accommodate a full product recall
or withdrawal of a product from the market (178/2002
– Article 19)
Lot codes The supplier must provide lot codes on all
products to ensure traceability and to comply with The
Food (Lot Marking) Regulations 1996. Each product
will have a unique reference number relating to the
production run this number identifies.
Any product decanted by our Catering team will ensure
that use before dates are clearly marked on the boxes
provided for storage.
Manufacturing Processes All suppliers must comply
with 852/2004 The Hygiene of Foodstuffs. Under this
regulation are a number of articles which must be met
in order to produce safe food. Suppliers must have strict
manufacturing processes in place to ensure that food
safety is managed throughout the entire manufacture
process. Procedures based on HACCP principles
(Hazard Analysis & Critical Control Points) must be in
place and documented, as per article 5 of 853/2004.
Shelf-lifeTesting The acceptable life of the manufactured
product must be established so that its safety and
integrity are not compromised. Shelf life data must be
available for both the unopened and opened product.
Testing is required on both ambient and chill
temperatures to ascertain the time over which the
product can be stored without the loss of quality
or compromising any food safety element, thereby
determining the optimum in-store display parameters
(time and temperature) and consumer life.
Nutrition Labelling Nutritional analysis must be carried
out on all products that will be offered for sale to Fortnum
& Mason’s international food markets. Nutritional
information must be provided to meet labelling legislation
requirements of our export markets. The Buyer is
responsible for ensuring that the supplier carries out full
nutritional testing, which must either be recorded on the
specification or a copy of the analytical report must be
sent to the Food Technology Department.
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Product Labelling All products must comply with The
Food Labelling Regulations 1996 and requirements on
what information must appear on the food and how it
must appear.
o Name of the food
o List of ingredients
o Quantity of certain ingredients or categories
of ingredients
o Appropriate durability indication
o Any special storage conditions or conditions
of use
o Name or business name and address or
registered office of either
o Place of origin or provenance of the food
if failure to provide this could mislead
the customer
o Instructions for use, if failure to do so may
mislead the customer
o Allergen information
o Net weight or volume – Weights and Measures
Act 1985 and Weights and Measures (Packaged
Goods) Regulations 2006

Chemicals Our policy has always been not to use
chemicals where they are unnecessary, and not to
use chemicals known to be hazardous. However, food
additives may need to be used and when used, must be
used as per the specified regulations for the product.
We recommend that our suppliers use natural flavours
and colours whenever possible and any other additives
that must be used to perform a technical function are
sourced from natural sources.
Supplier Documentation required
o Sourcing Policy
o Food Safety Hygiene Policy
o Environmental Policy
o Ethical Policy
o Foreign Body Prevention Policy
o Glass & Hard Plastics Policy
o Pest Control Policy
o HACCP
o Manufacture Process Flow Document
o Allergen Policy
o Fortnum & Mason supplier self audit questionnaire
o Fortnum & Mason product specification
o Fortnum & Mason product standards document
Product Integrity To maintain the integrity of the
products supplied to Fortnum & Mason, a number of
procedures have been put in place throughout our
internal distribution and storage process up to the final
point of sale.
o Receiving procedure
o Storage
o Dispatch/mail order of fresh food
o Food Safety Manual for food counter staff
o Internal audits
o External audits by an independent
3rd party auditor
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Audits When new suppliers are engaged, a Supplier Self
Audit Questionnaire must be completed and sent to
the Food Safety &Technology Department for approval.
From the information provided in this document and
the risk level of the food operation the Food Safety &
Technology Department will decide who will carry out
the audit of the premises.
Suppliers will be classed as high, medium or low risk and
this will dictate how often and who is able to carry out
the audit.
• High Risk Every 12months
• Medium Risk Every 18 months
• Low Risk Every 36 months
High Risk Medium Risk Low Risk
Cooked meat &
poultry products
Cooked meat
products (including
gravy, meat pies,
pâté, cook-chill
meals)
Cooked eggs and
egg products,
particularly those
made with raw
eggs and not
thoroughly cooked
Shellfish and other
seafoods
e.g. raw oysters,
mussels and
cooked prawns
All other fresh
foods not listed
under the High
Risk category
Ambient stable
foods (bread,
biscuits, cereals,
crisps and cakes)
Preserved foods
e.g. sterilised milk
or canned food
whilst unopened
Dried products
Acid foods e.g.
fruit, vinegar or
products stored in
vinegar (pH

5. Animal Welfare
Fortnum & Mason works closely with its UK suppliers of animal products to ensure that the protection of the health and
well being of the animals are maintained to a high standard. UK suppliers must work to the ‘Five Freedoms’ framework
which must apply whether on the farm, in transit, at market or at a place of slaughter.
Five Freedoms (Farm Animal Welfare Council)
1. Freedom from hunger and thirst
2. Freedom from discomfort
3. Freedom from pain, injury or disease
4. Freedom to express normal behaviour
5. Freedom from fear and distress
6. Local Sourcing
We buy our goods as close to home as we can, from suppliers with sustainable agricultural policies. 86% of our suppliers
are from the UK with our closest source being the bees on our roof on Piccadilly. We support small suppliers of excellent
quality goods, always buying to quality rather than price. We are often the sole remaining stockists of a particular producer,
doing our utmost to keep local traditions alive and profitable.
Case study
One of the ways we can demonstrate our commitment to sourcing product from the UK is the recent decision
to relocate our tea business. The incumbent supplier has been an excellent supplier for the past 50 years but
decided to move their main production outside the UK. We felt that this didn’t sit with our brand values so we
made the difficult decision to move our business to a British supplier.
The business is still built on the
uniquely close relationships
which the van salespeople
have with their customers,
many of which go back
several decades.
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There is an accepted link between good welfare practices
and the production of good carcass and meat quality. In
order for Fortnum & Mason to assess the welfare practices
of its suppliers, Fortnum & Mason’s Food Technologist is a
trained Animal Welfare Officer (AWO).
The History of Ringtons
Ringtons was founded in 1907 by Samuel Smith, and
it remains a family business: three of Sam’s greatgrandsons
are actively involved in running the company
today, and are totally committed to Sam’s founding
values of quality and service. The business is still built
on the uniquely close relationships which the van
salespeople have with their customers, many of which
go back over several decades: Glyn Meredith recently
retired after delivering to the same groups of houses
and customers for 42 years.
The company began in 1907, when Samuel Smith
moved from Leeds to Newcastle to set up his own
tea delivery business. With an initial investment of
£250 from a business partner, William Titterington, Sam
began making door to door tea deliveries to customers
using his instantly recognisable horse and carriage. The
Ringtons name was formed from the last part of the
name Titterington, with the ‘S’ for Smith.
A year later, two horses were in operation and Sam
Smith had four loyal assistants to help cope with what
was a rapidly expanding enterprise. By 1914, Samuel
Smith had bought out William Titterington’s share of the
business and Ringtons was growing into a true family
business - Samuel’s son, Douglas, joined the company as
a tea delivery boy.

The First World War had a huge impact on the
company. Many of the employees were sent to fight
for the country and rationing and sales laws were put
into force. Samuel promised the servicemen their jobs
would be waiting for them on their return and sure
enough, all 12 surviving members of his former staff
came back to their jobs.
In the early 1920s, Ringtons bought two motorised
vehicles, although it seemed that most customers still
preferred their tea delivered by the traditional horse
and cart, and it wasn’t until 1962 that the last horse
(Monty) finally retired.
Ringtons was again seriously affected by the Second
World War. Over 400 Ringtons employees, including
Samuel’s four grandsons, were called up to fight and
by 1943, 200 vans were taken off the road. Once
again, the business was kept going and the surviving
servicemen, including his grandsons, returned to work
for the company.
All Fortnum & Mason Teas are purchased in accordance
with Ethical Tea Partnership (ETP) standards. These
standards aim to ensure that all its tea is from sustainable
sources.
The ETP began work in 1997 as the Tea Sourcing Partnership,
an organisation started by a number of UK based tea
packing companies who decided to work together on
sustainability issues in their supply chains, rather than to
compete on ethics. Membership grew rapidly and there
are now twenty members from Europe, North America
and Australasia.
In September 2004 they changed their name to the Ethical
Tea Partnership. In its 12 year existence, ETP has grown
in geographical scope, gradually covering all the major
tea export regions. They are now active in all areas of the
world where F&M purchases its tea stocks: China, North
India (Assam, Darjeeling), South India (Kerala,Tamil Nadu),
Indonesia, Kenya, Malawi, Sri Lanka and Tanzania.
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Samuel Smith passed away aged 77 in 1949 and his
sons took on the business. This was only the beginning
of Smith generations following in their parents’
footsteps.
After over 100 years, the famous Ringtons vans still
continue their door to door deliveries all the way from
Scotland down to Peterborough and from Lancashire
across to East Anglia, a total of 28 sales offices serving
275,000 households. They blend all their own teas,
and roast all their own coffees. Ringtons opened their
new factory in 1992, but the head office is next door
to the original factory in Byker, which is a famous
local landmark.
Now, the fourth generation of the family, Nigel, Simon,
and Colin Smith, run the business on a daily basis as it
continues to flourish.
ETP’s Regional Managers work with producers to address
issues identified by monitors and support sustainability
improvements. As well as organising its own monitoring of
estates,ETP works with certification programmes operating
in the tea sector to facilitate third party certification where
this is of interest to producers and ETP members (e.g.
Fairtrade, Rainforest Alliance).
ETP also works with a range of development agencies,
government and UN organisations and technical specialists
on projects to improve the lives of workers in the tea sector.
The ETP is a member of the Ethical Trading Initiative (ETI).
All suppliers are requested to supply details of their own
environmental policy along with a requirement to verify
that fair trade and ethical standards are observed at all
times. All practices are reviewed annually.

7. Foie Gras
Fortnum & Mason is a traditional retailer and over the centuries we have established a strong reputation for supplying
traditional foods, amongst which is foie gras.
We fully acknowledge the issues and concerns people have about the production of foie gras, therefore in 2005, we
completely reviewed our policy and put together our Gold Standards for production which have now been fully implemented.
Through our research, we identified that duck foie gras is produced as a relatively inexpensive commercial product in
intensively reared farms, so we took the decision to discontinue duck foie gras and we now only sell goose foie gras from
artisan producers who have the utmost concern for the welfare of their birds.
We only source our foie gras from two farms in France, which we visit and audit regularly to ensure that our Gold Standards
are being maintained. Our birds are kept in small flocks and are reared free range up to their 15th week. The farmer lives
on site and manages the geese through their life cycle and personally feeds them by hand during gavage. At every stage
of their life, the birds are free to move around and during gavage they are fed with corn four times a day to aid digestion.
We also monitor the death rate on the farms and we have no deaths reported in our birds during the process of gavage.
With these measures in place we are confident that our foie gras is produced in the best possible way and that the birds
lives are as at least fulfilling and stress free as that of other birds raised for the poultry market.
Fortnum & Mason Gold Standard for the production of
foie gras
• We will always source our goose foie gras from France,
the livers will be from designated areas of France with
French producers manufacturing the finished product.
• We will always use farms we have approved, where
the farmer/stockman lives on site and manages the
geese through their life cycle and personally feeds them
during the gavage process.
• We will always audit the farms ourselves to ensure all
our standards are being met.
• We will always insist on receiving and inspecting full
traceability and due diligence documents once a month,
to ensure that only our approved hatcheries, farms and
processors are being used.
• We will always ensure that our birds are raised in flocks
of no more than 450.
• We will always ensure that our birds are reared to free
range standards up to their 15th week.
• We will always ensure that are birds are able to feed and
drink ad libitum up to 13 weeks when their food shall
be given twice a day to help build their oesophageal
muscles.
15
• We will always ensure that the ‘salle de gavage’ has
clean air circulating, that the temperature is closely
monitored with a cool air system in place and that the
lighting is sufficiently low to avoid distressing the birds
and sufficiently bright to allow the farmer to be able to
constantly check on the birds.
• We will always ensure that the birds (whilst in the ‘salle
de gavage’) are in open top pens ensuring they have
freedom of movement, are able to open their wings and
are able to interact with each other.
• We will always ensure that the geese are fed 4 times a
day to ensure the doses are smaller, reducing the risk of
damage to the bird and aiding its digestion.
• We will never allow our geese to be fed fat or steroids;
we will only allow them corn with the necessary
vitamins and minerals for their well-being.
• We will never use closed top pens in the ‘salle de gavage’.
• We will never put rings through their beaks.
• We will never allow our birds to reach a stage where they
can’t support their own weight and move around freely.
• We will never transport the live birds for more than
30 minutes from the farm on which they are reared.

8. Organic Food
Fortnum & Mason has never overtly promoted our involvement with organic food. However, we carry many organic
products in our departments, most notably our fresh food areas where we stock many organic raw protein products,
charcuterie products and cheeses.
We generally work with small scale producers where time and tradition are respected and even where products are not
certified as organic, the production ethos is in line with organic production.
We do, however, recognise that we have a number of gaps in our assortment for organic options and we are excited about
the work we are doing with an organic food brand to introduce a new range of organic products to sit alongside our own
label assortment.
9. GMOs
We have been GM free since 2002 and do not stock products which contain hydrogenated fats. The palm oil which we
use is sustainably sourced. We are scrupulous in our insistence that as far as possible our goods are free of chemicals and
we are working toward being NAFNAC in our confectionery department.
Case study – product
Fortnum & Mason Honey
A plan to put beehives on top of a building in the
middle of Piccadilly might seem like a flight of fancy.
But ever since a colony of bees took up residence on
Fortnum & Mason’s rooftop, they have been happily
producing a truly delicious honey – so good that these
rather exclusive bees have created a waiting list for
their produce.
Fortnum’s Sweet Grocery Buyer Jonathan Miller
designed the extravagant beehives himself, giving each
a distinct architectural style – Roman, Mughal, Chinese
and Gothic – as well as a coat of eau de nil paint and
some rather elegant gold details. ‘I knew that if we were
going to produce our own honey, the hives just had
to be something special,’ explains Jonathan. ‘I wanted
something distinct and fun but utterly in keeping with
Fortnum’s. I decided to use different styles, but all
classical ones, the sort that a good Georgian architect
would have understood. One result is that the bees
have got plenty of space. By bee standards, these are
palatial residences.’
It had long been Jonathan’s goal to have bees producing
honey on the spot, as it were, rather than brought in
from the countryside, and the plan finally took shape
in the summer of 2008 when the bees produced their
first crop.
The honey, called simply Fortnum’s Bees, was a
lovely pale, toffee colour with a soft consistency, a
light and delicate flavour and a pleasing finish. That
first crop tasted of the Oxfordshire countryside,
where the bees had been staying before they were
transported to London. The second crop, the result
16
of their forays into London’s parks and gardens, had
subtle traces of chestnut and lime, giving it depth and
freshness. The bees have a radius of around three miles,
which encompasses St James’s Park, Green Park and
Buckingham Palace, as well as any number of private
gardens. Gardens in London are often planted with a
dazzling array of exotic flowers, which means that the
honey’s flavour is quite unpredictable, and changes with
every crop.
The bees should produce two crops a year, but are
very sensitive to the weather; in 2009 a spell of wet
weather discouraged their efforts and a second batch
never appeared. So Jonathan is eagerly awaiting this
year’s late crop, as it will have an entirely different
flavour, infused with late summer blooms rather than
the tree blossoms of spring.
Not every honey lover can get on to Fortnum’s
rooftops to see the hives for themselves, so on their
behalf, Jonathan installed a beecam, which has attracted
a considerable following. One camera is positioned
to track the bees as they fly in and out of their hives;
the other captures the view from the hive across the
City to the iconic Gherkin, whose shape is remarkably
similar to the finials decorating the hive roof. This
particular view rather nicely contrasts the simplicity of
a hive full of bees, doing what they have always done,
with the steel and glass of a brand new building – a
human hive, if you like. Jonathan admits that it is rather
pleasant to go up on to the roof and see the bees at
work – it gives one a sense of equilibrium, amongst the
disorder and noise of the city.

Any potential concerns about urban bees can be quickly
allayed; the bees are Welsh Black Bees, known for their
gentle ways, so they are less likely to sting unsuspecting
shoppers and tourists. In fact, in all the time the hives have
been in position, none of Jonathan’s rooftop visitors have
ever been stung – not even the bold photographers,
poking their lenses in through the hives’ front doors.
As for pollution, it is not an issue; nectar sits deep within
a plant and is sucked up by the bee’s proboscis, then
taken straight to the hive and sealed into the honeycomb,
safe from outside influences.
Fortnum’s Bees was just part of a thorough overhaul
of Fortnum’s honey range, instigated by Jonathan a few
years ago. ‘We’re a British company and we really had
to make sure we had a good range of British honeys
at the top, which I think we now have,’ he explains.
‘I then wanted to look for world honeys that were
fascinating or distinctive.’ As a result he has amassed
a wide-ranging selection, collected from places as far
apart as Salisbury Plain and Pitcairn Island. Jonathan
is happy to startle the tastebuds with his honeys.
‘Not bland is the key,’ he says. ‘I like people to have
a reaction, to either love something or loathe it, but
not to be indifferent. That’s why I want a lot of variety
and look for tastes that are very characteristic. It’s
about finding points of difference. I don’t want people
saying: “Oh, that’s sort of okay.” He recommends
lighter honeys, such as English Borage, for breakfast,
‘when the palate is more alive’, before working south
of the equator as the day wears on, perhaps with a
New Zealand Rainforest honey or a Mexican honey,
the latest addition to the Fortnum’s range.
But the real jewel in the crown will always be the
honey from Fortnum’s Bees. This year’s spring crop was
harvested in May and the second crop will appear in
late autumn.
17
“We’re a British company
and we really had to make
sure we had a good range
of British honeys at the
top, which I think we
now have.”
Jonathan Miller
Buyer, Fortnum & Mason

Case study – product
Fortnum & Mason Handmade
An Exhibition of British Craft – Spring/Summer 2010
Fortnum & Mason has always prided itself on
supporting small artisanal producers who lavish love
and care on everything they make. Whether a handraised
pork-pie from Lincolnshire, some lovingly
stirred chutney from Wiltshire or honey from the
bees on our very own roof, everything Fortnum’s
sells is the very best of its kind.
So an exhibition of joyous handmade pieces, each
with a story of its own to tell, fits in perfectly with all
that Fortnum’s stands for. Here under one roof can
be seen (and bought) some of the most inspirational,
creative work currently being made by crafts people
today. Each is linked to the pleasures of food and table.
Some cost just a few pounds, some a great deal but all
lift the spirits and bring a smile to the face.
In a world that is currently very troubled, where
everywhere people are reassessing where true value
lies, an exhibition like this is a wonderful reaffirmation
of the value of creative innovation. Here before
our eyes we can see why the connection between
creator and object matter, why it lies at the heart of
real quality.
In a world where many of us already have too many
things, we are looking for pieces that have meaning.
We want things that are truly special, that have not
been churned out in their hundreds at the cheapest
possible price. We need to have our hearts stirred.
18
Here we find that. Each piece is singular. Whether it
is Chris Keenan’s exquisite Celadon Tea Set (whose
heart wouldn’t lift at being served tea from that lovely
teapot?), Sian Matthews’ delicate silver “doilies”, Anna
Barlow’s funky Ice Cream Cones or Kenny Menczer’s
beautiful wood sculptures, each with a strong and
personal statement to make.
There are some 500 hand-crafted pieces made by
over 500 different British craftsmen and women
and it is wonderful to see that these skills, whether
of silversmithing, woodturning, glass-blowing or
pot-throwing, are still alive and more then well. It is
inspiring to see the teapot, the place, the place mat,
the glass, the bowl being endlessly re-invented, their
forms and shapes refreshed. It is lovely to find that
wit and humour can turn what could be mundane,
everyday things into objects of great beauty that one
longs to own.
What I particularly love about this exhibition is that it
celebrates true quality and the value of craftsmanship,
I like too that it invites one to ponder on the perennial
delights of food and dining and why they matter, an
underlying Fortnum’s proposition. Here we can all
find some lovely pieces, several at very affordable
prices, any of which would enliven and enrich the daily
ritual of the dinner table. We all need to celebrate
more with friends, family and lovers and these pieces
make one long to do so.
Lucia van der Post

Case study – product
Fortnum & Mason Coffee
Fortnum’s endeavours to establish direct, long term
relationships with our coffee partners to ensure both
the economic sustainability for the producer and to
encourage quality improvement and re-investment on
the farms and in the local communities that they support.
In 2010 Fortnum’s has already signed new contracts
with coffee producers in India, Brazil, Colombia and
Kenya in order to guarantee such mutually beneficial
relationships and to pay fair price premiums for the pick
of the harvest.
Not only is the quality of the coffee of paramount
importance, but Fortnum’s will only source coffee
from producers or producer groups where there is
transparent and documented commitment to the
continual improvement of social and environmental
conditions on the coffee farms and estates.
As a key example, Fortnum’s has been developing a
relationship with the Blackburn Estate in Oldeani,
Tanzania which included an appraisal visit to the farm
in 2008. Here, fair treatment of the farm workers is
a fundamental aspect. One notable difference to the
majority of coffee farms is that the coffee pickers on
this estate are paid a just wage for picking a maximum
Case study – product
RHS Tatton Park
In 2010 Fortnum & Mason formed a new company, Fortnum & Mason Events, in a joint venture with Do & Co.
We were delighted to win out first contract with the RHS for the flower show at Tatton Park. We aimed to
produce an excellent standard of hospitality, sourcing poultry, pork, lamb, cheese and other products locally and
from the Tatton Park estate itself.
19
amount of coffee in a day. This ensures that the pickers
are encouraged to pick only the highest quality ripe
cherries from the plant. Many pickers around the world
are only paid according to the volumes of coffee they
are able to pick, regardless of quality.
In terms of environmental protection and habitat
conservation, wildlife corridors are maintained (the
farm is located beside the important Ngorongoro
Conservation Area, home to elephants and water
buffalo) and projects in the past year have involved
the construction of new water reservoirs to further
catch the vital water resources and developing plans to
eliminate the use of pesticides and fungicides (to enable
the farm to grow certified organic coffee).

Case study – supplier
Clive Christian
In 1872, Queen Victoria uniquely awarded the image
of her crown to the highest quality perfumery in the
Empire aptly named the Crown Perfumery as a mark
of excellence due to the exceptional quality of the
perfumes. By the end of the 19th century, Crown had
a wide range of scents, available worldwide. Despite its
innovations and high reputation, the Crown Perfumery’s
success dwindled at the start of World War I, resulting
in its closure in the 1930s.
In 1999 British designer Clive Christian was inspired to
revive the original perfumery and the world of British
luxury perfume with his release of The Definitive
Collection. Clive Christian Perfumes 1872, X and No.1
The World’s Most Expensive Perfume was created to
the same quality of highly concentrated and complex
formulas that had earnt the Crown Perfumery its royal and
worldwide recognition. The collection truly pays homage
to the essence of great British luxury and perfume.
20
Clive Christian has become our
best selling perfume house.
The range was launched exclusively at Fortnum &
Mason and since then Clive Christian has become
our best selling perfume house with loyal customers
visiting the counter from all around the world.
Each year Fortnum & Mason hold a conference
with their suppliers to update them on results and
strategy. We also make an award to our Supplier of
the Year and this year we were delighted to present
the Fashion and Home Supplier of the Year Award to
Clive Christian. Clive Christian and Fortnum &
Mason enjoy a close relationship between staff at all
levels, which exemplifies the long term, sustainable
and mutually beneficial relationship which we aim to
achieve with all our suppliers, and demonstrates our
commitment to supporting luxury British brands.

Case study – supplier
Farmhouse Biscuits
Farmhouse Biscuits originates from a farm in Barrowford,
Lancashire, where a busy farmers wife Dorothy McIvor,
had a talent for making delicious biscuits for her family,
and began to share her products with friends and
neighbours. Demand quickly grew and in 1973 the
decision was made to discontinue the farming side of
the business and for Dorothy and her husband Phillip
to convert the farm buildings for biscuit production.
Production grew rapidly but great care has always
been taken to ensure that the original family recipes
which were handed down from previous generations
were maintained. The factory grew over the decades
but the same production methods and recipes are still
used to this day. Fortnum & Mason has been working
closely with Dorothy and Phillip for 34 years and now
stock a wide range of luxury biscuits, developed with
the buyer exclusively for Fortnum & Mason under our
own label. All the exclusive recipes use the finest of
ingredients such as butter, ground spices, heather honey,
eggs and oatmeal with no artificial additives, flavourings
or colourings.
21
Great care has always been
taken to ensure that the
original family recipes
which were handed down
from previous generations
were maintained.

Chapter 4
Fortnum & Mason - The Environment
1. Environmental Statement
Fortnum & Mason is committed to our environmental and social responsibilities.
We recognise that operating as a specialist retailer creates carbon emissions and
that this can have a detrimental effect on the environment.
It is the Company’s aim to make all employees aware of the environmental and
social responsibilities required to implement our CSR policy. An in-house committee
has been elected through a volunteer system, which reviews and ensures that all
our policies are upheld and developed in line with legislation and demand.
The Managing Director, Beverley Aspinall, is responsible for the corporate social
responsibilities within the Company and heads this team. Bi-annual meetings
allow the in-house committee to discuss any issues and review CSR procedures
and policies.
This section of our CSR report summarises our current position and our aspirations
for the future. We are aware that this process is still in the early stages of development
and we, as a company, have progress to make. We are fully aware of the need to
engage all our employees in helping us achieve our environmental aims and we also
engage the support and assistance from various external bodies to help ensure that
we meet our targets.
The company is committed to complying with relevant environmental legislation
and regulations and we are working hard on the aspects that affect our current
environmental policy.
This policy has been posted onto the internal notice boards and on our intranet site.
Beverley Aspinall
Managing Director
March 2011
22

2. Environmental Policy
The Company is conscious of its position and role within the
community and is committed to continual improvement of
our environmental performance. In meeting this objective,
the Company’s environmental policy is:
• To satisfy all appropriate legislation and conform to
good industry practice.
• Requires full consideration to be given to:
o Responsible use of raw materials and conservation
of resources
o Efficient use of energy in all operations
o Use of packaging materials and processes which
minimise demands on non-renewable resources
o Minimising emissions into the air, water courses or
as waste
o The environmental impact of new capital investments
• Encourages active participation of employees in
addressing environmental issues.
• Seeks assurances from suppliers on environmental issues.
• Subject to review, incorporating new objectives
as appropriate.
We do all we can to reduce the indirect effects of our
operations upon our surrounding environment. It is well
known that greenhouse gases such as CO2 and methane
released into the atmosphere by human activity cause
climate changes and the effects of this changing climate can
be seen already, temperatures and sea levels are rising as
ice and snow cover decline, with potentially catastrophic
consequences for the natural world and society.
The largest and fastest growing pressures on the environment
come from areas such as household energy and water
consumption, food consumption, transport and tourism.
We are now focussing on the whole life cycle of goods,
services and materials, including impacts outside the UK.
3. Carbon Management Policy
Fortnum & Mason acknowledges that its activities impact
upon the environment and contribute to climate change.
Therefore, it is committed to reducing carbon dioxide and
other greenhouse gas emissions and thus its impact on
climate change.
Fortnum & Mason wants to be a leader in efforts to address
climate change, and sees this as an excellent opportunity to
promote its environmental credentials.
In managing carbon, Fortnum & Mason will:-
• Annually assess its organisational carbon footprint
• Identify opportunities to reduce CO and other
2
greenhouse gas emissions by:
o Reducing the need for activities
o Making activities more efficient
o Making activities greener and cleaner
23
• Consider offsetting our unavoidable emissions using
high quality offsetting projects.
• Set targets to reduce emissions and monitor against
benchmarks.
• Allocate responsibility for achieving these policy aims.
• Review targets and this policy regularly.
• Involve and engage staff in environmental activities.
• Promote these achievements to customers.
By committing to this policy, Fortnum & Mason aims to
position itself as a leader in addressing climate change. The
Company sees competitive advantage and new business
opportunities to be gained from continually improving
environmental performance. The action plan aims to
reduce wastage, improve efficiency and save money, so
embedding good environmental management into core
business activities.
a. Energy Efficiency
Activities currently undertaken to reduce energy include:
• Building Management System (BMS) to control heating
and cooling.
• Lighting Management System (LMS) to control store
lighting times.
• Passive Inferred (PIR) sensors in washroom and
•
storeroom facilities.
External optimisers.
• Introduction of low voltage and LED lighting.
To further develop our environmental work, we have
recently appointed consultants Carbon Clear to assist us
in further formalising our carbon management processes.
We have calculated our carbon footprint for examining
Scope 1 and Scope 2 emission under Greenhouse Gas
Protocol, gas electricity, other fuels, also water.
For the year to June 2010 our footprint amounted to
3,347 tonnes of CO 2 e, with 81% arising from electricity
consumption at the Piccadilly store. A summary of the
footprint is shown below:
Units Tonnes of
CO 2e
Electricity - Piccadilly kWh 4,961,467 2,700
Gas – Piccadilly kWh 2,769,656 565
Water – Piccadilly M3 23,847 23
Electricity – Ely kWh 88,345.95 48
Calor Gas - Ely Litres 6,686 10
Total Footprint – Tonnes of CO 2e 3,347

In the lead up to our tercentenary, the building at
Piccadilly underwent major refurbishment with significant
construction work over a long period. During the
construction period our carbon emissions increased and
so, to gauge a more realistic assessment of our carbon
reduction, we have compared our emissions in 2009/10 to
the pre-refurbishment figure in 2004/5.
Counting emissions from Piccadilly and our warehouse
in Ely, emissions show a reduction of 9% over the period,
with a 1% reduction in electricity, a 36% reduction in gas
despite the increased size of the store in Piccadilly and the
introduction of air cooling. Water usage has unfortunately
increased by 21% due to the introduction of two new
restaurants and a switch from using bottled water to tap
water. Reducing our water usage will be a key focus for us
in 2010/11.
Our target is to reduce our overall carbon emissions by a
further 5% by the end of 2012.
We are currently preparing our Carbon Management
Action Plan following a detailed energy audit of the
Piccadilly store, which will include specific activities, tasks
and timescales for achieving our policy aims. Activities may
include behavioural, operational and equipment changes
and we will use the carbon hierarchy of:
• Reduce the need for activities
• Make activities more efficient
• Make activities greener and cleaner
Activities include control and use of energy efficient
lighting, electrical equipment and heating/cooling systems;
implement a “switch it off” policy, ensure efficient use of
plant and kitchen equipment, reduce wastage, build a new
energy efficient warehouse.
b. Waste management
The store and warehouse produce approximately 378 kilos
of waste each year. Our objective is zero waste to landfill
by the end of 2010. At present 100% of waste from
the Piccadilly store is sent for recycling or reuse. Waste
from our warehouse, excluding cardboard currently goes
to landfill, although we are currently finalizing arrangements
to send all waste from the warehouse facility to a Materials
Recovery Facility (MRF) and fulfil our objective.
c. Packaging
In 2006/7 Fortnum & Mason commissioned a review of all
packaging through Envirowise.
The project identified the opportunity to reduce our
carbon footprint relating to packaging by 145 tonnes per
year and to prevent 72 tonnes of packaging waste being
discarded by customers.
24
We have been steadily working through the
recommendations in the report and our main activities
include the following:-
• Introducing air fill pouches in place of polystyrene infill
for mail order packaging.
• Introducing moulded pulp boxes in place of polystyrene
to transport wine for mail order, saving 3 tonnes of CO 2
per annum.
• Reducing the weight of plastic carrier bags by 25% and
replacing the original carrier bag with bags which are
100% biodegradable.
• Introducing a “bag for life”. Since its introduction in
October 2009 we have sold 27,000 bags for life. This has
helped to reduce our plastic bag usage by 53,000 bags.
• Using 100% biodegradable fillings for our hampers,
which is a wheat based product called Greenfill.
Greenfill is suitable for composting and also dissolves in
water.
• Introducing eco friendly insulated packaging, using
sheep’s wool for transporting chilled deliveries to
customers homes.
We have received the environment agency’s latest
packaging report which states that Fortnum & Mason are
complying with the Regulations and are taking adequate
steps to discharge recovery and recycling obligations.
d. Transport
We do not own any vehicles directly but use third party
logistics companies for all our goods management and
deliveries to customers.
Our main courier is Parcelforce who have reduced their
GHG emissions (tonnes) by 20% over the last 5 years.
Parcelfoce
Worldwide
GHG
emissions
(tonnes)
2004
-2005
2005
-2006
2006
-2007
2007
-2008
2008
-2009
118,101 107,323 101,528 101,086 96,029
Parcelforce have:
• Rolled out 1100 Mercedes Eco-Start vehicles – which
cut out when stationary as part of their focus on
reducing the emissions generated. Their entire fleet of
2000 plus vans is regularly renewed to ensure they have
the most economical and efficient vehicles on the road.
• Required drivers to undertake daily vehicle checks and
vehicles undergo maintenance inspections regularly to
ensure their efficiency and safety.
• Supported drivers with data and varying levels of
training so as to help them increase their fuel efficiency
and reduce carbon emissions.

• Incorporated alternative fuel and energy vehicles into
their fleet.They currently have six different vehicle types
undergoing tests. These include two electric vehicles,
two hybrid vehicles and two “teardrop” trailers. They
are investigating viable options for alternative fuels for
the future of their fleet.
For local deliveries in London we use Cyclone who make
deliveries by electric vehicle and bicycle.
e. Supply Chain
Our supply chain strategy includes the backloading of
vehicles, using the return trip of vehicles after they have
made their deliveries. The strategy has been particularly
successful in our delivery of our wicker baskets.
Empty vans and lorries account for 7.2% of the UK’s total
annual carbon footprint. (Source: Lowcarboneconomy.com)
Our wicker supplier uses a transport company based in
Ely, just 6 miles from the Fortnum & Mason warehouse.
All loads from them to Ely are a return load filling what
otherwise would be an empty lorry. The mileage of this
trip is 220 miles. In a 12 month period from July 2009 to
June 2010 this trip was made 54 times, a total mileage of
11880 miles. The transport company averages 9 miles to
the gallon (source: Halls), this equates to 1.97 miles per
litre, 11880 miles equals 6030 litres. This equates to saving
15914kg of CO 2 per annum.
25
f. Construction
In 2011 we are planning to build a new warehouse in
Cambridgeshire. The specification for the warehouse fully
takes environmental impact into account and includes the
following:
Insulation
The unit will be built using a high specification of 80mm
thickness insulated cladding used for roofing with a 2.5 u
value. Roofing light panels will be double glazed and meet
the same 2.5 u value.
The unit will be built using a high specification of 80mm
thickness insulated cladding used for outer walling with a
2.5 u value.
Office Heating
The heating system will utilise as much energy as possible
from an air source heat pump system, significantly reducing
the electricity requirements for office heating.
Glazing
The office windows will be double glazed units featuring
low e-glass and gas filling which will meet requirements of
BS5713 & BS6262. All glass will be tinted for extra heat
reflectivity.
Electricity
Research is underway into powering a neighbouring fish
farm with a wind turbine, which could also be utilised by
our site.
Rain Collection
We are planning to introduce a rain water collection
system that can be used for cleaning the warehouse, toilet
facilities etc.
Landscaping
There will be extensive planning of trees, shrubs and plants
around the new building.
Lighting
We will install low energy lights, equipped with sensor
switches to ensure lights are only used where and when
required. This will also significantly reduce electricity
consumption for the site.
Solar Panels
Consideration is being given to the use of solar panels to
generate electricity if the wind turbine mentioned above
does not go ahead.

Case study – Eco friendly product
The Wool Packaging Company
When professional packaging designer Angela Morris
was asked by the National Trust to help its tenant
farmers by finding a more environmentally friendly
means of keeping their homes deliveries chilled during
transit, her answer was nothing short of revolutionary.
Angela’s idea was to use sheep’s wool, an abundant and
sustainable natural resource – there are over 22 million
shearable sheep in the UK. She identified that sheep’s
wool is a ‘smart fibre’ with hygroscopic properties that
absorb and release moisture from the air to create
consistent temperatures. Following detailed research,
Morris developed woolcool ® , a system of eco-friendly
insulated packaging that is now marketed by the Wool
Packaging Company. Not only does it compete on
cost, but woolcool ® keeps chilled contents below 5
(degrees C) for at least 24 hours, performing better
than equivalent polystyrene packaging.
The environmental benefits are manifold. The
innovation comes at a time when sheep farmers have
seen the price of wool plummet because of man-made
fibres and much wool was wasted. Woolcool ® creates
a new market for these farmers and can use evens the
coarsest of fleeces.The processing is minimal, with the
wool being hand-pulled and washed without extreme
temperatures or chemical treatments. There are even
some useful by-products: the sludge produced from
washing is used for natural fertilizers or slug pellets; and
natural lanolin is separated out for use in cosmetics and
pharmaceuticals. Through existing suppliers switching
to woolcool ® , an estimated 65 tonnes of polystyrene
of polyethylene is estimated to have been taken out of
the chilled food delivery sector in 2009. Much of that
waste would have gone into landfill. Even the footprint
from delivering woolcool ® represents a dramatic
improvement: since it is flat-packed, three articulated
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The system of eco-friendly
insulated packaging is nothing
short of revolutionary.
lorries can deliver 10,000 units of woolcool ® in
comparison to 25 vehicles for equivalent polystyrene
packaging.
Shropshire-based the Wool Packaging Company has
become the only business providing sheep’s wool
packaging on a commercial scale.
Fortnum & Mason introduced the product in October
2010 and has been delighted with the results achieved.

1. Charitable Giving
Chapter 5
Fortnum & Mason - The Community
Fortnum & Mason’s holding company is Wittington Investments Ltd,
which is 79% owned by the Garfield Weston Foundation. In 2009 The
Foundation supported 1518 charitable appeals, with the total cash
donation of £37.6m, £9.7m of which was for charities based in London.
In 2011, Fortnum & Mason is hoping to return to profit and will then begin
making contributions to the Foundation.
In the meanwhile we recognise the importance of supporting charities in
the local community and we work in a variety of ways to support local
and national charities.
The Princes Trust is a charity which helps to change young lives.
It gives practical and financial support, developing key workplace skills
such as confidence and motivation. It works with 14-30 year olds who
have struggled at school, have been in care, are long term unemployed or
have been in trouble with the law.
The Prince’s Trust helps more than 40,000 such disadvantaged young
people every year, giving them they confidence and skills to get a job.
In 2009, more than 80% of young people who went on The Prince’s Trust
programmes moved into work, education or training.
Fortnum & Mason will be offering work placements in retail, hospitality,
and warehousing, will be mentoring young people on the programme and
is aiming to raise £100,000 through staff involvement over the 3 years.
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2. Volunteering
All staff are allowed to take up to 3 days to do voluntary
work while being paid by Fortnum & Mason. This will usually
be in association with our nominated charity, which may, for
example, involve visiting schools to help with reading.
3. Local Organisations
Fortnum & Mason recognise the value of participating in
the community by being members of a variety of local
organisations.
We are currently supporting the St James's Conservation
Trust in their work to preserve the character and heritage
of St James's. We are also members of London First,
The Jermyn Street Association and the New West End
Company, and we actively engage in and support activities
to promote the West End as the world’s top shopping
destination.
Case study
Piccadilly Project
In 2008 Fortnum & Mason met with other local
businesses, organisations and residents to explore what
could be done to improve the environment of Piccadilly
and St James’s. Piccadilly is a world famous destination
of great historic interest and character, yet since the
1960s has been spoilt by the one-way gyratory system
and a lack of care and attention to the environment.
The views of other local stake holders was sought in
a series of community meetings and it quickly became
apparent that there was unanimous support for making
improvements, including the re-introduction of twoway
traffic. Initial ideas were supported by the St James
Conservation Trust, local residents, the Crown Estate,
Westminster City Council and the Mayor of London.
Funds were successfully secured from Transport
for London, Westminster City Council, The Crown
Estate and Fortnum & Mason to make the desired
amendments. The work will be completed in time for
the celebrations of The Queen's Diamond Jubilee and
the London Olympics in 2012.
4. The Arts
We work with a number of Arts organisations to promote
the arts through commercial activity, these currently include
The Royal Academy of Art,The National Gallery,The V&A,
Sadler's Wells and Glyndebourne.
5. Piccadilly Project
We have been active leaders of the project to restore
Piccadilly and St James's to two way traffic and to improve
the historic environment by removing street clutter
and improving paving and lighting etc. We have donated
£250,000 to help achieve the best quality of design. The
work will be completed in time for the celebrations of the
Queen’s Diamond Jubilee and the London Olympics 2012
and are working closely with other local businesses with
a view to establishing a Business Improvement District
for Piccadilly.
Piccadilly is a world famous destination of great historic
interest and character, yet since the 1960s has been spoilt by
the one-way gyratory system and a lack of care and attention
to the environment.
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Visuals courtesy of Atkins Public Realm/Design Hive/
The Crown Estate

1. Equal Opportunities Policy
Chapter 6
Fortnum & Mason – Our People
In order to provide equal employment and advancement opportunities
to all staff, employment decisions at Fortnum & Mason are based on
merit, qualifications, and abilities.
Fortnum & Mason does not discriminate in employment
opportunities or practices on the basis on any characteristic
protected by law. Fortnum & Mason expects all employees,
of whatever grade or authority, to abide by and adhere to
this principle.
Fortnum & Mason will make reasonable accommodations
for qualified individuals with known disabilities. Employees
with questions or concerns about any type of discrimination
in the workplace are encouraged to bring these issues to
the attention of their immediate supervisor or the HR
Department. Employees can raise concerns and make
reports without fear of reprisal.
Fortnum & Mason commits itself to the immediate
investigation of any claims of discrimination on the
above grounds and, where such is found to be the case,
a requirement that the practice cease forthwith and (if
appropriate) that restitution is made for damage or loss.
Any employee found guilty of discrimination will be
instructed to stop the offending behaviour immediately
and will be dealt with under the disciplinary procedure.
Unless assurances of future non-discriminatory actions
are forthcoming, an employee repeating any act of
discrimination may be dismissed.
This policy governs all aspects of employment, including
selection, job assignment, compensation, discipline,
termination, and access to benefits and training.
The Board recognises that its employees, colleagues,
suppliers and associated workers are the most important
asset of the Company. We are committed to equal
opportunities and are committed to ensuring that no
employee, colleague, supplier, applicant or associated
worker is treated less favourably on the grounds of race,
religion, gender, ethnic origin, disability or sexual orientation.
All employees/colleagues/suppliers and associates of
Fortnum & Mason must be dealt with equally, fairly, ethically
and with consideration for their self-esteem.
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No-one will be discriminated against by Fortnum & Mason
on any of the following grounds:
Sex Discrimination: Employees at Fortnum & Mason are
protected from discrimination at work on grounds of their
gender. As at July 2010 of our Senior Management team of
24, 12 are women, and on our main Board of 7, 4 are women.
Race Discrimination: Fortnum & Mason protects all
workers from discrimination at work on grounds of colour,
nationality (including citizenship), ethnic or national origins.
As at July 2010 65% of our staff are British, 28% European
and 5% are from the rest of the world.
Disability Discrimination: Workers at Fortnum & Mason
who have a disability are protected from discrimination at
work.
A disability is defined as any mental or physical condition
such as impaired mobility, manual dexterity, hearing,
memory or the ability to learn or understand which may
affect that person’s ability to carry out day-to-day activities.
We are fully compliant with all aspects of the Disability
Discrimination Act.
Religious or Belief Discrimination: Fortnum & Mason
protects workers from discrimination on grounds of their
religion or beliefs.
Sexual Orientation Discrimination: Fortnum & Mason
protects workers from discrimination on grounds of their
sexual orientation.
Gender Reassignment Discrimination: Fortnum & Mason
protects workers from discrimination at work if they
are intending to undergo the medical process of gender
reassignment, are undergoing that process, or have
undergone that process in the past.
Age Discrimination: Fortnum & Mason is committed to the
principle of non-discrimination on grounds of age. In addition
to ensuring that we do not discriminate on grounds of age
in our recruitment or selection policies, we have a flexible
retirement scheme giving individual employees as much
choice as possible over when they want to retire, subject
to the needs of the business. Many of our staff choose to
stay with the Company after retirement age is reached.

2. Skills and Training
The Company is committed to ensuring a culture of trust and respect, working in an environment which encourages
teamwork, honesty and an openness to express opinion, with staff and our customers both internally and externally.
Staff are supported and encouraged to develop their own skill set both to enhance their performance and to ensure that
they gain greater self-confidence and awareness. Coaching and development are offered to all our staff.
Product knowledge training is carried out by the relevant manager to ensure the understanding of the sales and merchandising
teams on matters such as food safety, quality, taste, shelf life and storage.
a. Fortnum & Mason Academies
We have devoted a great deal of time and effort to
developing the Fortnum & Mason Academies in Fine Food,
Fashion and Home, Hospitality and Customer Service. The
purpose of the Academies is to educate our staff about
what they are selling and how to sell it, with a view to
offering our customers the best possible service
The Academies are split up into individual modules, each of
which has its own handbook. For example the handbook
based on tea details how tea is planted, harvested,
processed, blended and exported. For general knowledge
there are details of which countries produce our tea; and to
top this off, of course, how to make the perfect cup of tea.
b. National Vocational Qualifications
Many employees have achieved NVQ qualifications at
Fortnum & Mason. We have been involved in NVQ’s
in Retailing, Business Administration, Computer Skills,
Marketing and Management and Hospitality.
3. Staff Engagement
We believe that it is critical to engage staff by ensuring that they are fully informed about the business and that they have
the opportunity to participate in decision making.
To this end we publish a daily newsletter to all our staff updating them on our trading performance and relevant day to day
issues.We also have notice boards on each floor to convey information to staff.
We hold a Managing Director’s Committee Meeting made up of members of staff representing different areas of the
business. This Committee allows its members to talk directly to the Managing Director about any current issues in their
area. The Managing Director also holds an annual forum with all staff to communicate strategy and developments within
Fortnum & Mason.This forum is interactive and gives all staff the opportunity for a question and answer session as well
as an opportunity to meet the Board. Twice monthly the Board meets with the Management Team and monthly with the
Team Leaders to discuss sales and business developments. This is then communicated to all staff via departmental weekly
half hour training sessions.
We also have a CSR Committee made up of management and non-management who monitor and review our performance
against our policy and targets, reporting their findings to the Board.
Similarly, our Health and Safety Committee monitors all aspects of Health and Safety, reporting findings as part of Risk
Management at the monthly Board meetings.
The Charities Committee is made up of management and non-management and is currently working with The Prince’s
Trust to raise £100,000 to help underprivileged young people.
In 2011 we will be establishing a Social Committee to organise events and outings for Staff.
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c. Students
For many years we have been running various programmes
to offer students the work experience necessary for a head
start in building their future. For high school students we
offer short work experience opportunities, allowing an
insight into what working life involves.
For undergraduate students, we offer an Industrial
Placement on our Management Trainee programme. This
programme is for students within the U.K on a sandwich
degree course (which entails one year of an industrial
placement).They have an opportunity to work in different
departments enabling them to learn and develop varied
skills throughout the store. Some students enjoy their time
so much that they go on to join us as an employee after
they have graduated.
We also offer an International Industrial Placement.
Students from abroad join us on an industrial placement
and are moved around the store, carrying out various tasks
and reports.

4. Benefits and Rewards
• Remuneration – all staff are paid a fair wage for the
work they do which is regularly monitored against the
general market rate. In addition, pay is performance
related, so the highest performing members of staff
are the highest earners within their type of work. A
bonus scheme for all staff will be introduced once the
Company is in profit.
• Health Plan – a private health insurance plan is offered
to all staff through Healthsure, for a modest contribution.
• Interest free travel loans are offered to all staff.
• Staff Discount of up to 40% is offered on staff purchases
in the store.
• Reward Gateway – all staff have access to Reward
Gateway which offers benefits and cash back on
products and services across 1000 retailers.
• Childcare Vouchers – we work with Busy Bees to help
staff to claim childcare vouchers.
• Long Service Awards – staff who have worked at
Fortnum & Mason for 10, 15, 20 or 25 years receive a
cash award and an invitation to dine with a friend.
• Weddings and Civil Partnerships – staff receive a paid
day off and a gift to the value of £100.
• Staff Shop – staff can purchase food and other
products which might otherwise be wasted at a heavily
discounted rate.
• Bonus Scheme – in 2010 a bonus scheme was
introduced for all staff based on company performance,
and the first bonus was paid to the staff in January 2011
for reaching their Christmas targets.
Case study
Hannah Collins
Hannah was born in Somerset in November, 1982. She
was raised in the area and completed her education
locally, accruing 11 GCSE’s. During this time Hannah
first developed her passion for the retail industry, and
began work experience as a buyer with the women’s
fashion company New Look, during her summer
holidays.
Following this new found enthusiasm she went on
to acquire 5 A-levels comprising Business Studies,
Psychology, Geography, German and Sociology. Whilst
studying at college, keen to enhance her career path
and expand on retail knowledge accrued at New
Look, Hannah joined Clarks shoes where she became
a weekend children’s shoe fitter. The early experience
of customer service during the ‘back to school’ period
became an exciting rush.
After progressing to Children’s Weekend Supervisor,
Hannah then transferred branches so she could continue
her employment with Clarks whilst also furthering her
education with a retail degree. She subsequently moved
to Guildford, where she completed a BA Honours in
Retail Management (2005) at the University of Surrey.
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After the completion of her degree Hannah joined
Fortnum & Mason as a Buyer’s Clerk in the
Grocery department. During this period, she completed
the Fortnum & Mason food academy which
increased her depth of knowledge into Fortnum’s
unique range of produce.
The Retail Management degree included a year in industry,
and this is when Hannah first encountered Fortnum &
Mason. Throughout her university placement she spent
time assisting various departments within the company
including the sales floor, Warehousing and Logistics
and Customer Service. Alongside her valuable work
experience, during this time Fortnum & Mason helped
Hannah gain her NVQ Level 3 in Mentor Managing.
After the completion of her degree Hannah joined
Fortnum & Mason as a Buyer’s Clerk in the Grocery
department. During this period, she completed the
Fortnum & Mason food academy which increased
her depth of knowledge into Fortnum’s unique range
of produce.
In 2005 it was announced that Fortnum & Mason
would be undergoing a £30million refurbishment, and
Hannah was enlisted to join the project team that
November. Her key project management role was to
liaise with fellow colleagues and customers during the
development period.
Upon completion of ‘Project Piccadilly’ Hannah’s
next step in October 2007 saw her assist in the
implementation of Fortnum & Mason’s first 3rd Party
call centre in Glasgow, which processes telephone
orders. This meant relocation for three months to
deliver training and support to the new team. Following
a successful launch, Hannah was then promoted to
Team Leader of the Customer Order department in
32
June 2008. Hannah became a key individual in managing
of one of the busiest departments through the 2008
Christmas trading period. Following this success, in
2009, Hannah was promoted to Customer Relations
Manager. The role incorporates management all our
telephony departments; customer services, telephone
ordering and switchboard. Furthermore, Hannah is now
also a key member in the customer service academy,
which aims to provide outstanding customer service
training to all employees.
Alongside her role, Hannah is an active member of
several of Fortnum & Mason’s additional activities.
These include co-managing the Charity Committee
fire warden duty and as a St John’s Ambulances ‘First
Aider at work’, for which she undergoes regular
training. Hannah has undertaken many sponsored
events for various charities raising a sum of £890 to
date. These included completing a 17 mile night hike
around central London for Maggie’s Charity twice, a
two mile swimathon for CLIC Sargent and organising a
coffee morning for the employees at Fortnum & Mason.
Finally, Hannah is also playing an active role in the
future development of Fortnum & Mason through her
participation in the implementation of a new customer
ordering system, due to launch store-wide in the
new year.

1. Service
2. Value
Although we are a luxury retailer and our pricing structure
reflects our brand positioning we aim to charge fair prices
for the quality of product we are providing. Our margins
are set at a fair level and we constantly monitor our
competitors’ prices, so that we are charging only a modest
premium above high street prices for proprietary brands.
3. Quality
Chapter 7
Fortnum & Mason – Our Customers
Fortnum & Mason aim to provide excellent service through whichever
channel our customers contact us – store, telephone or website.
We train our staff through the Academies to be knowledgeable, polite,
attentive, friendly and helpful. We aim to provide ‘old fashioned’ service
backed up by modern systems and processes.
On those occasions where something goes wrong we aim to provide and
promote a generous response in order to turn a dissatisfied customer
into an advocate of Fortnum & Mason.
We undertake regular ‘mystery shopping’ to monitor and help us to
improve out standard of service.
As outlined in our buying pillars, we always seek out the
highest possible quality of product for our discerning
customers. We work directly with our suppliers, often
developing recipes together to achieve the highest quality
possible. We employ a qualified food technologist who
monitors quality control with all our suppliers.
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4. Communication and Enagagement
We keep our customers informed of development and
activities through email, direct mail, news and stories on
our website and through electronic information boards in
the store. In addition we commission regular exit surveys
to find out what our customers think of us, and hold focus
groups to talk through issues with customers in more
depth. In 2010/11 we are introducing a new Customer
Relationship Management system which will give us 360
degree view of our customers’ activities across all channels,
store, restaurants, telephone and website enabling us to
target our communications more effectively.
5. Accessibility
Since completing the refurbishment of the store we fully
comply with the Equalities Act and are able to satisfy the
needs of all our customers, whether they need assistance
due to hearing, sight or mobility issues.