Investor Presentaiton

RBWM Investment Case ... and there are signs that the repositioning is leading to improved customer experience - Example RBWM Mexico. Conduct Agenda ■ In 2013-2014, a new incentive framework was ■ implemented across the Group, remunerating staff for meeting customer needs Following an initial decline as we adjusted to the new framework, product sales and revenue have been steadily increasing over the past year Implementation of the Conduct Agenda has resulted in an improved customer experience and a better reputation for the bank Business performance Revenues1 +3% Q1 2014 Q1 2015 Q1 2014 Q1 2015 Sales Volumes² +40% +129% Cards (k) Other lending (USDm) Reported drivers of customer recommendation¹ Latin American Retail Bank of the Year 2015 HSBC Mexico RETAIL BANKER INTERNATIONAL Customer recommendation³ HSBC Banamex Banorte BBVA Santander ■ Customers feel valued HSBC ■ ■ Advice is relevant to customer needs Customers are treated fairly 84 Competitor 1 Competitor 2 ■ Poor customer service / understanding Reputation declining High complaint volumes ■ Poor relationship manager service levels Increasing complaints 80 808 83 85 79 77 79 76 Q1 2014 Q2 2014 Q3 2014 Q4 2014 Q1 2015 1. Financial data presented on an "adjusted" basis with comparatives translated at Mar 2015 exchange rates Other lending includes value of total drawdowns for Personal loans, Payroll loans and Mortgages Source: HSBC Customer Recommendation Index Q1'14-Q1'15 2. 3.

View entire presentation