3Q20 Financial Performance

STRONG UNDERLYING PERFORMANCE AMID COVID-19 IMPACT OPERATING EXPENSES | QUARTERLY -4.9% OPERATING EXPENSES* | NINE MONTHS +5.2% -2.4% 107.9 105.2 102.6 0.8 0.9 0.9 21.3 21.1 19.1 26.3 22.5 24.4 298.4 3.2 54.3 71.0 169.9 59.5 60.7 58.2 3Q19 2Q20 Other operating expenses Administrative expenses 3Q20 Depreciation, amortisation and impairment Salaries and other employee benefits 9M19 Other operating expenses Administrative expenses COST/INCOME | QUARTERLY Operating Leverage: +1.9% y-o-y +17.8% q-o-q 43.9% 37.9% 3Q19 2Q20 37.1% 3Q20 313.8 2.8 61.7 73.9 175.4 20 9M20 Depreciation, amortisation and impairment Salaries and other employee benefits COST/INCOME* | NINE MONTHS Operating Leverage*: -6.4% y-o-y 37.3% 39.7% 9M19 9M20 * The 9M19 operating expenses, cost to income ratio and operating leverage are adjusted for one-off costs. Please see details on one-offs on page 74

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