HSBC 2015 Annual Report Download - page 43

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Introduced a
tone-of-voice
communications
toolkit to simplify
and improve
clarity of
interactions with
customers
Launched
‘Rebuilding trust
in banking’
mandatory
training for all
employees
globally;
completed by
more than
270,000 people
Reviewed all
RBWM products
to assess fair
value for
customers
resulting in
reductions or
removal of certain
fees for 83 retail
banking products
across 24
countries
Expanded
customer
feedback and
complaint
handling
capabilities;
increased analysis
of root causes to
address recurring
customer
concerns more
effectively
Submitted
attestation to the
Financial Conduct
Authority on our
systems and
controls in GB&M
to mitigate risks
identified in our
foreign exchange
and commodities
businesses
Streamlined
inventory of CMB
products offered
to customers
globally (more
than 50%
reduction
since 2013)
Launched
employee
gratitude project
to promote
culture of
appreciation;
40,000 employee
‘thank you’
notes sent in a
single month
Our Conduct Framework
Key The Pillars Global conduct outcomes
1Pillar 1:
Strategy and
business models
– Our strategy, business models, and the
decisions we make deliver fair treatment of
customers and do not disrupt market integrity
2Pillar 2:
Culture and
behaviours
– Our culture supports our people and
empowers them to consistently do the right
thing for our customers and markets in which
we operate
– Our people are competent and committed to
the fair treatment of customers and not
disrupting the integrity of markets
– We are open to challenge, we acknowledge
when things go wrong, we fix things and
we learn from our mistakes
– We reward and incentivise performance,
behaviours and attitudes which deliver the
fair treatment of customers and uphold
market integrity
3Pillar 3:
Customer
– We know our customers and understand
their needs – we actively listen to them and
ask the right questions
– Our products are designed to meet the
different needs of our customers, to be
competitive and to be understandable
– Our products and services provide a balanced
exchange of value between HSBC and our
customers
– Throughout our sales and servicing we are
efficient, transparent and customer-focused
– We manage our products and services so
that our customers’ experience is in line with
the expectations we set
4Pillar 4:
Markets
– We seek to prevent and will proactively
identify actions and behaviours that
constitute market misconduct, and respond
appropriately
– Trades are executed in a timely, clear and
controlled manner ensuring that optimal
execution is achieved for our customers and
that HSBC trades are not manipulative
– We manage conflicts of interest and
appropriately handle information to reduce
the opportunity for misuse
5Pillar 5:
Governance
and oversight
– Our governance framework provides
effective oversight of how we fairly treat
customers and uphold market integrity
– We engage with regulatory bodies in a timely,
open and transparent manner
2015
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Strategic ReportFinancial Review Corporate Governance Financial Statements Shareholder Information
HSBC HOLDINGS PLC
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Our conduct