2012 Our Year in Review (UK)

2012: OUR YEAR IN REVIEW

INTRODUCTION

The primary objective of this review is to share with you the new products, technological

investments and other accomplishments that we’ve delivered to our clients in the last year.

We’re also taking the opportunity to review how far we’ve progressed since 2007 in light of being voted No. 1 registrar in the independent Capital Analytics survey for the fi fth year running.

We were a very different registry provider fi ve years ago and had a lot of improvements to make. We’ve come a long way since then and I strongly believe our efforts in recent years, in terms of product innovation and service delivery, mean we are truly the UK’s best registrar.

We deliver you excellent service and innovation because of the investments we make in our people, as well as our systems and processes. Effective

succession planning is key to maintaining high service levels, and a great example of this was the appointment of Steve Banfi eld

to the Client Relationship Director post in May. Steve has been with Computershare for 13 years, most recently running

the Depository Interest team and has valuable skills and experience in the operational, client services and product development areas of the registry business.

Throughout this brochure you’ll get to ‘meet’ some of our team – some faces will be familiar, others are usually found behind the scenes – but we all share a passion for delivering excellent service to you and your shareholders.

Thank you for partnering with Computershare in 2012. If you have any questions or comments, please email me at

[email protected].

Kind regards

Matt TrevettDirectorComputershare Investor Services

CONSISTENT DELIVERY

Overall satisfaction:

90%client rating

Service to shareholders:

93%satisfi ed

Account Management:

97%satisfi edP

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INVESTMENT IN TECHNOLOGY AND PRODUCTS

Our technology underpins everything we do for our clients. Computershare consistently invests more in technology on a global basis, demonstrating our commitment to creating industry leading products and services.

TECHNOLOGY SPEND AS A PERCENTAGE OF SALES REVENUE

Below are some of the new products and service enhancements introduced to you and your shareholders in 2012.

Intermediary OnlineIntermediaries (such as global custodians, nominees and non-broker participants) had told us that one of their major challenges was the lack of transparency and control of information on the share register. This created ineffi ciencies, including time wasted in searching for information and duplicated instructions, causing intermediaries unnecessary cost.

To meet this challenge we developed and launched Intermediary Online (IMO) in the autumn of 2012; the industry’s only secure online platform that facilitates interaction between major shareholders and the register.

IMO gives intermediaries real time access to search and view their holdings and associated documentation, gain information about shareholder meetings and dividend details; providing a powerful tool for your largest and most infl uential shareholders. The service has received great acclaim from intermediaries in Australia where it has been operational since 2009.

5%

10%

15%

1.5%

2008 2009 2010 2011 2012

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% S

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Rev

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Spend on Technology each year

Day 1

Dividend paid and tax voucher

available via Intermediary Online

Day 1

Dividend payment paid and dividend tax voucher posted

Day 3 +

Dividend tax voucher delivered to the intermediary’s

department

Day 2 +

Dividend tax

voucher arrives in

the intermediary’s

mailroom

WITH INTERMEDIARY ONLINE WITHOUT INTERMEDIARY ONLINE

10.7

%

9.9

%

11.5

%

11.8

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10.3

%

9.5

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10.0

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10.1%

1st Half 2nd Half 1st Half 2nd Half 1st Half 2nd Half 1st Half 2nd Half

2009 2010 2011 2012

INVESTMENT IN TECHNOLOGY AND PRODUCTS

eProxy MobileIn October 2012, Computershare was the fi rst registrar to introduce proxy lodging via smartphone, tablet or other mobile devices. An extension to the already popular eProxy service, eProxy Mobile is available to you as part of your Meeting Services package. Providing voting facilities via the gadgets people use in their everyday lives is another way to encourage shareholder participation and helps to fulfi l your corporate governance objectives.

IML ConnectorAll Computershare clients can benefi t from the leading wireless voting handset as part of their Meetings Services package. Connector is an exciting new product with a range of new features to make running your meeting easier. These include a full QWERTY keyboard and full colour display as well as a built-in microphone and speaker; potentially eliminating the need for a ‘roving microphone’ for shareholder questions, and increasing the opportunity for interaction with shareholders through text questions.

Dividend document historyIn response to shareholder feedback, since November 2012, in addition to consolidated tax vouchers being available in the MyDocuments area of Investor Centre, we have been uploading more documents, including standard

mandated dividend tax vouchers, as well as SCRIP account statements and DRIP purchase advices. Documents are available within

this area for a full seven year period. This gives your shareholders the ability to retrieve past documents and

provide them with a better view of the history of their shareholdings as well as tax information going forward.

CHAPs service

In March, the Bank of England changed the amounts that can be paid via BACS. Thanks to our forward-looking compliance reviews, we were ready for this change and developed payments through the CHAPs banking system to enable single dividend payments of over £20 million to be processed electronically. This eliminates the inherent risks and delays associated with issuing large amounts via cheques and positions our service in the event that further changes are made in relation to BACS value limits.

“My client, Vodafone, used the Connector handsets in July so I’ve seen fi rsthand how these handsets have made AGM participation more

interactive than ever before.”

Katrina Hagart, Relationship Manager

L - Ben Vickery - Product Manager, Meeting ServicesR - Katrina Hagart - Relationship Manager

LOOKING FORWARD: TECHNOLOGY AND PRODUCTS

Our Product Development team are working on many exciting initiatives in the coming twelve months. Here are just a few examples of what Computershare clients can expect in 2013 and beyond.

ISS AlertsAs the 2012 AGM season highlighted, the recommendations of proxy advisors such as ISS are becoming increasingly infl uential.

Our ground-breaking ISS Alerts service will be available this Spring to help you plan for and proactively respond to any adverse recommendations made. The new alert service will email a client when ISS recommends abstention or voting against one of your resolutions in the run up to your AGM. This will help to ensure you’re as prepared as possible for managing the outcome of your resolutions at your AGM.

The alert service has been designed by Georgeson, a Computershare company, who can also assist you in understanding the exact impact of the recommendations on shareholder votes and work with you to minimise the risk of opposition or defeat.

Investor Centre 2The launch of the next generation of Investor Centre, with improved navigation, modern look and feel and compatibility with mobile devices, will offer your shareholders a much improved experience. Investor Centre 2 has already been successfully rolled out in North America and shareholder feedback has been very positive. This is slated for launch in the autumn of 2013 and we will keep you updated during the course of the year.

Virtual Agent

Already a great success in our Australian business, Virtual Agent is a 24/7 online self-help tool which allows shareholders to type questions and immediately be provided the most relevant response from a frequently updated database of common queries. We are exploring the introduction of Virtual Agent technology to Investor Centre.

“As the 2012 ‘Shareholder Spring’ proved, the role of proxy advisors is an ever growing and ever more important consideration. ISS Alerts will help our

clients to be forewarned and forearmed.”

Steve Banfi eld, Client Relationship Director

L - Steve Banfi eld - Client Relationship DirectorR - Colin Clark - Client Relationship Director

COMPUTERSHARE MILESTONES 2008-2012 We’ve come a long way since being voted No. 1 registrar in the Capital Analytics survey for the fi rst time back in 2008. Here we take a look at the key products and services introduced, as well as the milestones achieved that has helped to ensure we have provided you with the best possible service over the past fi ve years.

Companies Act 2006

Following on from Computershare’s involvement in

shaping the Companies Act 2006, a range of new systems

were developed to facilitate new issuer obligations.

The Academy and Gold ‘TAP’ status

The Academy was introduced, providing intensive training to new recruits contributing to improving

shareholder satisfaction by 33%. Attainment of The Training Foundation’s Trainer Assessment Programme (TAP) Gold standard,

through our consistent and professional training programmes, an accreditation Computershare

still holds today.

Shareholder Strategy

Aligning the objectives of clients with targeted programmes to deliver tangible outcomes.

The introduction of the concept of “the ideal shareholder”.

Amongst other objectives, Shareholder Strategy initiatives delivered signifi cant cost

savings to clients through the collation of email addresses, bank mandates, or overall

reductions in the size of a register.

Making cheques a thing of the past

Vodafone issued their fi rst mandatory direct credit

dividend. Following shareholder engagement campaigns, over

170,000 additional shareholders had lodged bank details and over 99% of Vodafone’s shares were

mandated. eCommunications sign-ups rose from 33,000 to

over 100,000.

2007

2008

2009

20

InVision

Introduction of market-leading software which supports the

Contact Centre to enable more accurate forecasting of call volumes, allocate resources

accordingly and provide greater consistency of service.

L - Rich Arberry - Operations DirectorC - Charlie Hodge - Senior Project Manager

R - Ben Carpanini - Business Development Manager

Standard Chartered electronic Rights Issue

As a result of a successful Shareholder Strategy campaign, Standard Chartered were able to execute the fi rst rights issue in the UK where certifi cated ordinary shareholders could purchase their rights over a secure

internet site using a debit card and elect a cashless take-up or sale of their nil-paid rights without having to

return their Provisional Allotment Letter. This meant Standard Chartered’s many overseas

shareholders were able to meet the tight deadline by viewing the prospectus and applying online.

Investors in People

Computershare Operations achieved Investors in People

accreditation, proving our commitment to best practice and the development of our people.

ShareGift

Computershare is a long-time partner of ShareGift, a charity

which allows investors to donate unwanted shares to charitable

causes. By 2012, the charity had raised over £1 million from

investors donating shares registered by Computershare.

Largest UK IPO

Computershare delivered the largest IPO in UK history for Glencore, with the company

entering the FTSE 100 immediately without waiting

for consideration in the league tables.

CSD Regulation

Extensive client engagement on the possible implications of the regulations governing

Central Securities Depositories. Computershare engaged directly

with UK, Irish and European central policies makers to ensure issuer’s views are represented at

the highest levels.

2013

010

2011

2012

TAKING CARE OF YOUR SHAREHOLDERS

We believe our Bristol-based Contact Centre team are amongst the best in any industry. The proactive approach from our Operations team means our clients and their shareholders have seen signifi cant enhancements in the last fi ve years as well as some exciting developments in the last year.

SERVICE DELIVERY IMPROVEMENTS

2008 2012 Difference Improvement

Handling of shareholder complaints 65% 93% 28% 43%

Call centre knowledge about company 46% 86% 40% 87%

Overall services to shareholders 60% 93% 33% 55%

Percentage of favourable responses from registry clients of Computershare Investor Services PLC

Source: Capital Analytics survey of registrars of FTSE 350 Companies conducted 2008-2012.

Bereavement process improvementsThe passing of a shareholder needs to be handled with tact, sensitivity and understanding. Following feedback, our dedicated Bereavement team redesigned the pack of information that relatives or estate executors receive. The content was streamlined and forms were redesigned to be intuitive and easy to complete.

Since 2008, we have worked hard to minimise the number of times a relative or executor needs to contact us, with this fi gure falling by 44% in the last fi ve years. Our expectation is that in 2013, the need for repeated contact will further reduce by over 25%.

We also continue to develop specialist tools such as InSearch, the bespoke broker register search service which allows legal professionals to locate deceased shareholder details online 24/7.

Learning from complaintsWe have always taken the management of complaints incredibly seriously. In 2012 we appointed Vicky Holloway, who, after 12 years with the Bank of Ireland, had extensive experience of managing a regulated complaints operation. This allowed us to take a fresh look at our approach to complaints handling and take

our procedures to the next level.

Shareholders benefi t from a robust complaints handling procedure, integrated with Root Cause Analysis, ensuring that we respond and resolve swiftly. In the last six months, the fi nancial services complaints arbitrator has agreed with decisions reached in 90% of complaints

processed by Computershare, in contrast to an industry average of 42%. This demonstrates that the vast majority of complaints

processed are done so in a fair and consistent manner.

Our long term commitment to excellence in complaints handling is certainly paying off. Since 2008, the

number of ‘justifi ed’ complaints received per 1,000 interactions has reduced by over 77%.

“It’s great to see evidence in the 2012 Capital Analytics survey of our hard work paying off with a 14% increase in clients

satisfaction of complaints handling.”

Vicky Holloway, Head of Written Communications

L - Vicky Holloway - Head of Written CommunicationsC - Abdi Muse - Customer Services Representative

R - Dave Creber - Senior Relationship Manager

TAKING CARE OF YOUR SHAREHOLDERS

Education in the age of YouTubeOnline video is now an important tool in shareholder communication and we launched our suite of self-help videos to support the use of our clients’ employee share plan services in late 2011 and Investor Centre in 2012. The videos on our YouTube channel have now had over 77,000 views and we plan to extend this offering to more of our online registry products and services in the future.

Social media: the shareholder experienceComputershare monitors social media sites such as Facebook and Twitter for ‘mentions’ of Computershare’s name so we can respond, resolve or correct any issues relating to shareholders. Shareholders generally react very positively to a message from our team, as it demonstrates a timely and proactive approach to customer service.

We also use our social media channels to communicate our latest client initiatives, such as product releases and industry events. Get updated by visiting our social media space:

www.facebook.com/ComputershareCPU

www.twitter.com/computershare

www.linkedin.com/company/computershare

www.youtube.com/computershare

Staffretention

Shareholders are reassured by experienced, confi dent and knowledgeable staff. Our Correspondence team have an average tenure in excess of 13 years, giving shareholders consistency of service from some of the most competent people in the industry.

“Issuers need to keep abreast of what

shareholders and others are saying about them online via social media channels,

especially in light of the increased shareholder

activism we saw in 2012.”

Zoe Hodge, Relationship Manager

L - Zoe Hodge - Relationship ManagerR - Sharon Miles - Operations Team Leader

CORPORATE SOCIAL RESPONSIBILITY

Offi ce refurbishment By March 2013, we will have completed the refurbishment of our Pavilions head offi ce in Bristol, and our environmental impact has been considered at every stage with energy effi cient lighting, heating and ventilation systems having been installed around the building.

PaperLess ChallengeWe have been actively encouraging staff at all UK sites to reduce their paper usage through our PaperLess Challenge. We have installed eco-printers which automatically print on both sides of the page to further reduce the amount of paper being used. As a direct result, our paper usage has fallen by 44% between 2011 and 2012.

Proactively greenOur global Green Team has appointed regional ‘Environmental Champions’ to spearhead local initiatives. These management-level volunteers organise projects, engage staff and measure results. At the Pavilions, we’ve recently invested in new recycling units for paper, plastic, cardboard and cans to make recycling as straightforward as possible for all staff.

Change a Life cycle rideIn September 2012, Matt Trevett, Director of

Computershare Investor Services, embarked on a 555km charity cycle challenge in South Africa

to raise money for Computershare’s own charitable initiative, Change a Life. With the

help of Computershare colleagues, clients and suppliers across the UK, Ireland and the Channel Islands, in excess of £26,000 was raised to fund effective, grassroots community programmes that aim to address the causes and symptoms of crime in South Africa.

“Computershare pays much more than lip service to green issues. As one of the Environmental

Champions for the UK, I have a specifi c remit to deliver measurable results in our local region.”

Gary Ball, Head of Corporate Actions andRegional Sustainability Champion for the UK

REGULATORY LANDSCAPE

The next 12 months are expected to bring a large amount of regulatory change and we will ensure that our clients are supported and ready to adapt. We are expecting the pace of regulatory change to be rapid during 2013 and there are certain areas which Computershare is already actively involved in.

Central Securities Depository RegulationThis upcoming legislation, likely to take the form of a European Regulation directly applicable in the UK and Ireland, is heading into fi nal Member States negotiations. Amongst other things, it will likely introduce mandatory dematerialisation across Member States and reduce market settlement timescales to a maximum of no more than two days. It will be critical for issuers and registrars to be engaged on this topic as the detail is fi nalised during 2013, in particular with implementing a viable and effi cient model for dematerialisation in the UK and Ireland.

FATCAFrom January 2013 the US Foreign Account Tax Compliance Act (FATCA) will impact all fi nancial institutions in the UK including banks, insurance companies & stockbrokers. The aim of the act is to ensure all US citizens and tax payers living outside of the US pay any tax owed to the US government. HM Revenue and Customs (HMRC) published draft UK regulation as part of the 2013 Finance Bill, response to the consultation started in September 2012 and accompanying draft guidance on the 19th December 2012 on the application of FATCA in the UK under an Inter-Governmental Agreement (IGA) with the US. HMRC have now given affected entities a further period for comment with a deadline of 13th February 2013. The outcome of that consultation will ultimately clarify the impact of FATCA on clients, share registers and employee share plans. We will continue our regular and extensive dialogue with HMRC to mitigate, where possible, the impact on our issuer clients.

Securities Law LegislationWhile progress on European Securities Law Legislation (SLL) slowed during 2012, we anticipate draft text being published during the fi rst half of 2013. The SLL is intended to harmonise aspects of securities law across European Member States and has possible implications for how the rights attached to securities are exercised, including those by underlying benefi cial holders.

“The pace of regulatory change is set to increase in 2013. Computershare

clients are well-placed to receive expert analysis and advice in order to understand the implications for them

and shareholders.”

Michael Sansom, Head of Industry Relations

L - Michael Sansom - Head of Industry RelationsR - Matt Brimble - Senior Relationship Manager

Computershare is a global market leader in transfer agency and share registration, employee equity plans, proxy solicitation and stakeholder communications. We also specialise in corporate trust services, tax voucher solutions and a range of other diversifi ed fi nancial and governance services.

Founded in 1978, Computershare is renowned for its expertise in data management, high volume transaction processing, payments and stakeholder engagement. Many of the world’s leading organisations use these core competencies to help maximise the value of relationships with their investors, employees, creditors, members and customers.

Computershare is represented in all major fi nancial markets and has over 10,000 employees worldwide.

Computershare Investor Services PLC is authorised and regulated by the Financial Services Authority, Registered Offi ce: 25 The North Colonnade, Canary Wharf, London E14 5HS. Computershare Investor Services PLC is registered in England & Wales, Company No. 3498808, Registered Offi ce: The Pavilions, Bridgwater Road, Bristol BS13 8AE

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