A MESSAGE FROM THE GROUP CHIEF EXECUTIVE.

Welcome to our 2010 Customer Experience report. We publish this report annually as part of our commitment to the Association of British Insurers’ Customer Impact Scheme.

Our fourth report contains details of our Customer Impact Survey results. In reporting our survey results, we have included our scores for each of the three commitments. So that you can compare our 2010 results with previous performance, we have included the results from the same questions we published in last year’s report.

We take feedback from our customers very seriously, and we would like to have done better. We recognise that the economic situation made 2009 a difficult year, particularly for those customers who hold our Savings products. We remain committed to driving improvements for our customers right across our business which, we hope, will lead to the achievement of improved scores in future surveys.