HSBC Investor Day Presentation Deck

first direct - 2021 built the foundations for scale growth Customers 2018 +8% 2021 first direct FY21 snapshot ◆ £361m in revenue, stable vs. FY20; £15.3bn of customer lending, £28.1bn of customer deposits c.1.5m active customers, 120k new accounts opened; highest in 10 years Our new digital journey takes less than 15 minutes to open a new account. Reduced from 10 days previously Continuing to pioneer high service standards: CMA rank 3rd position¹; sNPS scores at +46² UKCSI benchmarking saw fd retain #1 ranking for customer experience in financial services and #2 across all featured brands³ 62% mobile active rate the highest across HSBC group Transforming fd into an efficient digital organisation 1. At February 2022 2. Strategic NPS at 31 December 2021 3. UK Customer Satisfaction Index at January 2022 Total calls 2018 (38)% Intro 2021 Digital logons 2018 CMB +24% 2021 WPB COO 8:43 < Finance Choose your coaching style C Let us know how much support and intervention you wa from us so hap you keng on track and achieve your goals Dell Sergeant Jan S aby on trop by and Me you stay Firm but Fair Henry you minds and are not Easy Rider 0 y cone who .4% parts sin in Recors wh ter Risk 41

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