Company: HBCYF
Filing Date: 2025-02-20
Form Type: 20-F
Source: 0001089113-25-000040
Chunk: 129

Company: HSBC HOLDINGS PLC
Filing Date: 2025-02-20
Form: 20-F
Chunk 129
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all-hands strategy sessions, alongsidean enterprise risk leaders programmeand a series focused on doingbusiness in key locations. To supportour leadership pipeline we haverefreshed our development offeringfor the next layer of leaders to bedelivered in 2025; and–Our Emerging Talent proposition,supporting HSBC in a future-focusedway, supplying the organisation withdiverse and capable talent pools toanticipate and address existing futureskill shortages. |

| HSBC Holdings plcAnnual Report on Form 20-F | 69 |

Building customer inclusion and resilience Our approach to customer inclusion and resilience We believe that financial services, when accessible and fair, can reduce inequality and help more people access opportunities. We play an active role in opening up a world of opportunity for customers and communities, by supporting their financial well-being, and removing barriers to accessing financial services. Access to products and services We provide innovative solutions to help improve customer access to products and services. For those in need of additional support due to social or financial vulnerabilities or for those customers who do not qualify for a standard account, the UK and Hong Kong offer a No-cost Account with no minimum balance and no account opening fees, to help with basic banking needs. In the UK, we continue to offer our groundbreaking ‘No Fixed Address’ service, working in partnership with housing and homelessness charity Shelter UK, providing access to financial services to help rebuild lives and increase financial resilience. Since its launch in November 2019, this service has supported over 7,000 individuals, with over 1,400 of these in 2024 alone.

| The reduction in no-cost accounts between 2023and 2024 is due to bulk closure of inactive accountsin the UK. |

Making banking accessible Number of no-cost accounts held for customers, in the UK and Hong Kong, who do not qualify for a standard account or who might need additional support due to social or financial vulnerability.

2024 2023 2022 Supporting financial knowledge and education We continue to invest in financial education content and tools across different channels to help customers, colleagues and communities be confident users of financial services, for example by offering programmes focused on improving resilience and basic money management skills. Customers Since 2020, we received over 8.8 million unique visitors to our global digital financial education content, which helps customers expand their financial capabilities through our personal financial management tools. HSBC UK further enhanced capabilities that help customers to establish healthy savings habits through the launch of ‘Savings Goals’. Customers have used this mobile banking feature,