1. Communications Revolution Tony Langham Chief Executive 29 th June 2011

2. The news we follow Obama’s visit Royal wedding 28% Inflation / cost of living 25% Death of Bin Laden 24% UK economy Unrest in the Middle East Rising oil / energy prices AV vote Volcanic ash cloud Super injunctions FIFA elections Public Sector cuts Source: Lansons Communications / Opinium Research All Respondents (SFAI = 3,215 , SFA2 =3,013 , SFA3=2,012 , SFA4 = 3,042)

3. The key economic issue 55 % 39 % 45 % 41 % Late 2008 Banks nationalised 2009 People losing jobs 2010 Bankers pay 2011 Rising inflation Cost of living Source: Lansons Communications / Opinium Research Base Size SFA 1 Aware financial issues (SFA1 = 1526) / Base Size SFA 2 Aware financial issues (SFA1 = 1851) Base Size SFA 3 Aware financial issues (SFA1 = 987) / Base Size SFA 4 All Respondents (SFA4 = 3,042)

4. Personal finances in last 12 months Got worse Improved Source: Lansons Communications / Opinium Research Base Sizes: All Respondents (SFAI = 3,215 , SFA2 =3,013 , SFA3=2,012 , SFA4 = 3,042)

5. Impact of prolonged recession nearly half say their personal finances have got worse Source: Lansons Communications / Opinium Research Base: All Respondents (3042). Those whose finances have got worse 1398

7. Financial information: Who do we trust most? Source: Lansons Communications / Opinium Research Base: All Respondents (3042) 4% BBC website 6% Newspaper personal finance pages 7% Financial / money website 7% My IFA 12% Family and friends 13% TV news

8. The internet and finances 61% Use for checking finances 37% Very important for managing finances 41% Use social media 95% Facebook 37% Post Tweets / post blogs / forums (active) 18% Follow people on Twitter / read blogs (passive) Source: Lansons Communications / Opinium Research Base: social media users 1245

9. Everyone in financial services is in the same boat Has negative publicity about banks made you feel negatively about all financial services? 42% Yes, same as banks 20% Yes, but less than banks 19% No, it hasn’t 4% Don’t feel negative about banks Source: Lansons Communications / Opinium Research Base: All Respondents (3042)

10. Are the traditional big players vulnerable? Traditional Providers Banks Building Societies Insurance Companies New Providers Sainsbury’s Tesco Post Office VS Source: Lansons Communications / Opinium Research Base: All Respondents (3042)

11. Traditional providers vs new providers Source: Lansons Communications / Opinium Research Base: All Respondents (3042) Traditional New Lot to prove 19% 26% Lot to gain 9% 31% Innovative 6% 31% Value for money 6% 28% Questionable past 25% 8% Care about customers 12% 16% Know what they are doing 16% 11% Trustworthy 12% 11%

12. The power of social responsibility? Organisations most confident of taking out a product with 1 st Nationwide 2 nd HSBC 3 rd Barclays 4 th co-op 4 th Lloyds 4 th Santander Source: Lansons Communications / Opinium Research Base: All Respondents (3042)

13. What would you like to happen? Source: Lansons Communications / Opinium Research Base: All Respondents (3042) 30% Proof of contribution to society 42% More competitive products 43% Understanding of ordinary people from industry leaders 49% Proof that customers come first 52% Tougher regulations 58% Better customer service