94% of respondents to ESI survey • Helping customers to understand and choose the products and services that are best suited for them • Ensuring that we know our customers and diligently combat money laundering and financial crime People p. 33, 36 Shareholders 445,331 40% of shares in issue and 72% of identified institutional free-float • One-on-one meetings • Roadshows with Investor Relations • Answering questionnaires On a continuous basis throughout the year • Engagement with customers • Transparency, openness and reliability • Trustworthiness • Society and community relations.