Company: HBCYF
Filing Date: 2025-02-20
Form Type: 20-F
Source: 0001089113-25-000040
Chunk: 133

Company: HSBC HOLDINGS PLC
Filing Date: 2025-02-20
Form: 20-F
Chunk 133
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 including Future Skills: 29% Environment, including the Climate Solutions Partnership: 40% Local Priorities: 21% Disaster relief and other giving: 10% Total cash giving towards charitable programmes $ 94.7 m Hours volunteered during work time >254,000 People projected to be reached through our social and future skills programme >928,000

| HSBC Holdings plcAnnual Report on Form 20-F | 71 |

Governance Acting responsibly We remain committed to high standards of governance. We work alongside our regulators and recognise our contribution to building healthy and sustainable societies.

At a glance Our relationship We act on our responsibility to run our business in a way that upholds high standards of corporate governance. Customer experience is at the heart of how we operate. It is imperative that we treat our customers well, that we listen, and that we act to resolve complaints quickly and fairly. We measure customer satisfaction through net promoter scores across each of our global businesses, listen carefully to customer feedback so we know where we need to improve, and take steps to do this. Our customer satisfaction performance improved in many markets in which we operate, although we still have work to do to improve our rank position against competitors. We are committed to working with our regulators to manage the safety of the financial system, adhering to the spirit and the letter of the rules and regulations governing our industry. We strive to meet our responsibilities to society, including through being transparent in our approach to paying taxes. We also seek to ensure we respect human rights in our workplace and our supply chains, and continually work to improve our compliance management capabilities. For further details of our corporate governance, see our corporate governance report on page 266 .

| In this section                      |                                                                                                                                                       |                                                                                                                                                                                                    |        |
| Setting highstandards ofgovernance   | How ESG is governed                                                                                                                                   | We expect that our approach to ESG governance is likely to continue todevelop, in line with our evolving approach to ESG matters andstakeholder expectations.                                      | Page72 |
| Human rights                         | Our respect for human rights                                                                                                                          | We have continued to develop our understanding of our salient humanrights issues and associated risk management.                                                                                   | Page73 |
| Customerexperience                   | Customer satisfaction                                                                                                                                 | While we are positioned among the top three banks in 58% of our keymarkets within WPB and CMB, we recognise the need to improve ourcustomer experience further to enhance our competitive ranking. | Page75 |
| How we listen                        | We aim to