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Group Chief Executive Ian Cheshire

Ian Cheshire - Kingfisher plc · Creating the Leader Ian Cheshire Group CEO Questions 4 . ... Adjusted pre-tax profit more than doubled ... Gallup survey of 1,100 senior management

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Group Chief Executive

Ian Cheshire

Agenda

Introduction Ian Cheshire Group CEO

Delivering Value Ian Cheshire Group CEO

Financial review

Kevin O’Byrne Group CFO

Creating the Leader Ian Cheshire Group CEO

Questions

4

2011/12 Summary

Strong results in difficult times for retailers ● Sales +3.3%*, adjusted PBT +20.4%

Self-help initiatives driving our performance in all geographies ● Particularly strong sales growth in France

● Group gross margin +40bps

● Costs (SG&A) ratio to sales flat

‘Delivering Value’ has achieved all objectives

‘Creating the Leader’ now underway

5 * In constant currencies

Delivering Value – a success

More profitable ● Adjusted pre-tax profit more than doubled

(from £357m to £807m)

● Retail profit margin up 290bps to 8.1%

● Adjusted basic EPS up 137% to 25.1p,

ahead of target

Higher returns ● ROC* up c490bps to 10.7% (WACC 8.1%)

● Economic Profit (KEP) of £131m (2007/08

Economic Loss of £109m**)

For the four years ended 28 Jan 2012

* Group Return on Capital since Jan 2009

** In constant currencies 6

Growing responsibly, more

sustainable operations ● Selling more ‘eco’ products to help

customers be sustainable

● Reduced store waste and CO2 emissions

Stronger foundations ● Financial net debt down £1.5 billion,

BBB- (+ve outlook)

● Significant growth investment

● High quality sourcing operations

● Highly engaged colleagues

146p per

share

303p per

share

Jan 2008 Mar 2012

“Our aim is to deliver a step change in shareholder value” … Ian Cheshire, March 2008

Delivering Value – a success

Market cap TSR vs FTSE 100

7

Feb-08 Oct-08 Jun-09 Feb-10 Nov-10 Jul-11 Mar-12

Kingfisher FTSE 100

126.4%

16.2%

£7.2bn

£3.4bn

A reinvigorated B&Q

B&Q retail profit up 83% despite market decline

Retail profit margin up 300bps to 6.2%, on track to achieve a sustainable

7% margin, supported by: ● Distribution efficiencies

● Shrinkage reduction

● More direct sourcing

● Cost efficiency programme

Store estate updated

Stringent store standards operating successfully

Almost 60% of colleagues achieved retail NVQs or City & Guilds qualifications

8

A strong and scalable UK trade offer

Combined trade sales of over £1bn

New trade offer (‘TradePoint’) added to all B&Q stores ● 800,000 trade professionals registered

Developed and expanded Screwfix ● Opened 122 new Screwfix outlets (taking the total to 215)

● Added specialist trade counters exclusive to plumbers and electricians

● Group ‘centre of excellence’ for multi-channel developments

● Launched a 15 minute ‘click, collect & go’ offer

9

A stronger position in France

Sales up 10%*, profits up 42%*

Retail profit margin up 210bps to 9.5% supported by: ● Buying optimisation benefits

● Shrinkage reduction

● More direct sourcing

Added 12% net new space

Castorama modernisation accelerated ● 66% of stores now in modern format, up from 42% in 2007/08

● Innovative ‘Do-it-Smart’ programme launched

* In constant currencies 10

A bigger business in Eastern Europe

Sales up 71%* to £1.7bn**, profits up 62%*

Opened 59 new stores, +85% net new space ● 25 in Poland, 21 in Turkey and 13 in Russia

Opened new distribution facilities in Poland and Turkey to

unlock future direct sourcing and distribution benefits

* In constant currencies

** Including 100% of the sales of Turkey JV 11

A more stable business in China

Losses significantly reduced ● 2008/09: loss of £63m*

● 2011/12: loss of £3m

Cash neutral

Store portfolio rationalised from 63 to 40 stores, 16 downsized

New, smaller format in development

12 * In constant currencies

A stronger sourcing capability

Direct sourcing shipments up 77%

Established 11 Group-wide

common own brands ● Replacing the 150+ local own brands

● Enabling investment in innovation

and prices

Invested in sourcing, innovation

and brand management

13

A more profitable business model

Adjusted pre-tax profit*

* Adjusted measures are before exceptional items, financing fair value remeasurements and amortisation of acquisition intangibles 14

£357m

£807m

2007/08 More profit fromhigher sales

Higher grossmargin upc.300bps

Cost to sales ratio held

flat

Lower interest 2011/12

£52m £315m

£83m

2007/08 2011/12

Other International

France

UK

Goodwill and Centraladjustments

Now a higher returning business model

KEP = Lease adjusted profit after tax less a charge made for Invested

Capital based on lease adjusted weighted average cost of capital

£(109)m*

£131m

Kingfisher Economic Profit (KEP)

15 * In constant currencies

Made good use of our positive cash flow

Free cash flowbefore capex

Other* Net capex Dividend Debt repayment

16

£3.0bn

£0.5bn £1.2bn

£0.6bn

* Other includes proceeds from sale of Italy (£0.5bn), French tax receipt (£148m) and

share purchase for employee incentive schemes (£117m)

£1.4bn

Success has been built on people engagement

Gallup survey of 1,100 senior management. Answers to 12 questions

posed every 6 months, 1=no engagement, 5= total engagement

3.8

4.0

4.2 4.2 4.3

2007/08 2008/09 2009/10 2010/11 2011/12

Worldwide best

in class score

17

Made our own operations more sustainable

Reduced carbon emissions by 25% since 2007/08

Awarded Business in the Community’s (BITC) prestigious ‘Platinum Plus’

standard for leading on sustainability for the last two years

18

Helped customers live more sustainably

Sales of eco-products broadly doubled, now 13% of Group sales ● 2008/09: £0.7bn

● 2011/12: £1.4bn

More timber comes from sustainable sources ● B&Q UK now 100%

● Castorama and Brico Dépôt France rated best in class by WWF

19

Group Finance Director

Kevin O’Byrne

2011/12 Financial results

Adjusted pre-tax profit £807m, up 20.4%

Free cash flow of £367m while investing for growth

Reported financial net debt £88m

Return on Capital 10.7%, KEP of £131m

Dividends up 25.0%

21

Group sales up 3.3% in constant currencies

2010/11 France UK & Ireland OtherInternational

2011/12

+4.8% +0.1%

+7.3%

Reported

Rate 3.6%

+3.3%

£10,450m £10,831m

22

Reported

Rate

Group retail profit up 15.8% in constant currencies

2010/11 France UK & Ireland OtherInternational

2011/12

£762m

£882m

Reported

Rate 15.7%

+11.6%

+20.0%

+13.2% +15.8%

23

Reported

Rate

2011/12 - Financial highlights

2011/12 2010/11 % Reported

Change

Adjusted basic EPS* 25.1p 20.5p +22.4%

Effective tax rate** 28% 29% n/a

Post tax exceptional items £(5)m £(3)m n/a

Profit after tax £639m £491m +30.1%

* Before exceptional items, IAS39, amortisation of acquisition intangibles, related tax items and tax on prior year items

** Before exceptional items and tax on prior year items 24

Free cash flow

£m 2011/12 2010/11

Operating profit (before exceptionals) 819 704

Other non-cash items* 274 276

Change in working capital (187) (141)

Pensions and provisions (before exceptionals) (54) (57)

Operating cash flow 852 782

Interest (8) (19)

Tax (148) (133)

Gross capex (before strategic investments) (338) (285)

Disposal of assets 9 87

Net capex (329) (198)

Free cash flow 367 432

* Includes depreciation and amortisation, impairment losses, share based compensation charge, pension service cost, share of

post-tax results of JVs and associates and profit/loss on retail disposals 25

Use of free cashflow

(1) Investments of a one-off nature, such as bolt on acquisitions and buy outs of freeholds in existing leased stores

(2) Includes dividends received from JVs and associates, business acquisitions, issue of shares and exceptional items

(excluding property disposals)

£m 2011/12 2010/11

Free cash flow 367 432

Dividends (178) (129)

Share purchase for employee incentive schemes (117) -

Strategic capex investments(1)

Freehold interests (73) (25)

Ex-Focus DIY stores (39) -

Other(2) (17) (9)

Cash flow movement (57) 269

Opening net cash/(financial net debt) 14 (250)

Other movement including foreign exchange (45) (5)

Closing (financial net debt)/net cash (88) 14

26

Higher growth investment

2007/08 2010/11 2011/12

£513m

£450m

Ongoing capex

Strategic investment* £310m

2010/11: £25m; 2011/12: £112m

27 *Investments of a one-off nature, such as bolt on acquisitions and buy outs of freeholds in existing leased stores

Space growth

% Growth

since

2007/08

Stores at

Jan 2012

M2

Store space

at Jan 2012

New stores

target

2012/13

% Space

growth

2012/13

Long-term

store target

+7% 572 2,593 50 +0.4% 750(1)

+12% 205 1,625 2 +2% 240(2)

+47% 67 492 6 +9% 125

+145% 36 191 4 +10% 100

+266% 18 161 2 +11% 60

-43% 40 333 0 0 tbd

+67% 17 100 3 +11% 100

955 5,495 67 2-3% 1,375

(1) B&Q UK & Ireland 360; Screwfix 390

(2) Castorama 110; Brico Dépôt 130

tbd = to be decided

Russia

Turkey

Poland

France

China

UK & Ireland

Spain

28

‘Delivering Value’ has driven recovery in key metrics

Rated BBB- in 2008/09

Metrics now broadly consistent with BBB flat

10%

15%

20%

25%

30%

35%

2008/09 2009/10 2010/11 2011/12

BBB

Kingfisher

BBB-

Improving credit rating metrics

29

* Measure used by Standard & Poors. 2011/12 Kingfisher estimate calculated as Funds from Operations (adjusted for

lease depreciation) divided by Adjusted Net Debt (adjusted for capitalised operating leases and pensions)

FFO/Adjusted Net Debt %*

Full year dividend up 25.0%

2011/12 Pence YOY %

Interim dividend* 2.47 +28.3%

Final dividend 6.37 +23.8%

Total full year dividend 8.84 +25.0%

*Interim dividend policy - automatically calculated as 35% of the prior year total dividend

Dividend cover 2.8 times down from 2.9 times last year

30

2011/12 Summary

Profit growth in all divisions

Adjusted basic EPS up 22.4%

Strong ROC and KEP growth

Continued investment to support development and growth

Dividend growth ahead of earnings

31

Group Chief Executive

Ian Cheshire

We operate in an attractive sector of retail

Scale advantage ● Customer tastes converging across markets

● Few known manufacturer brands

Defensible ● Customers demand choice and advice

● Multi-channel specialist preferable to generalist or digital pure play

● Forecast to have low online sales penetration

Positive retail space/consumer demand balance ● Many of our markets still developing (space immature)

● UK is mature, but space is reducing

Operating as a real international leader will unlock the industry’s

sales, cash margin and returns potential

33

‘Creating the Leader’

“Become the world’s expert at making home improvement

easier for customers”

“Use our scale to accelerate innovation and make home

improvement more affordable”

“Accelerate and improve our expansion in existing and

new territories”

“Create a unique networked organisation, stronger than the

sum of its parts, whilst harnessing our diversity and

closeness to the local customer”

Easier

Common

Expand

One

Team

34

‘Creating the Leader’ – the right organisational structure

80/20 local flex 20/80 local flex

‘Federation’ ‘Integrated’ ‘Conglomerate’

Total local flex

Past Today Future

Direct & common sourcing

expertise

Direct & common sourcing

expertise

Brand managers

Innovators

35

Group CEO

Group CFO

Divisional CEO

Group COO

Divisional CEO

36

‘Creating the Leader’ – the right organisational structure

Group CFO

37

‘Creating the Leader’ – the right organisational structure

CEO

network

38

‘Creating the Leader’ – strong team of CEOs

Alain Souillard, Brico Dépôt, France

John Declerck, Russia

Alp Özpamukçu, Turkey

Janusz Lella, Poland Pascal Gil, Spain

Steve Willett, Trade UK

Loic Dubois, China

Martyn Phillips, B&Q UK & Ireland

Guy Colleau, Castorama, France

PRINT

VERSION

ONLY

‘Creating the Leader’ – a clear sense of purpose

39

‘Creating the Leader’

1.Making it easier for customers to improve their home

2.Giving our customers more ways to shop

3. Building innovative common brands

4. Driving efficiency and effectiveness everywhere

5. Growing our presence in existing markets

6. Expanding in new and developing markets

7. Developing leaders and connecting people

8. Sustainability: becoming ‘Net Positive’

40

Easier

Common

Expand

One

Team

1. Making it easier for our customers to

improve their home

41

How Measure

● Keeping prices low and

competitive ● Easier products to use ● Easier stores to shop ● DIY education & advice ● On-line research,

design and forums ● De-mystify ‘eco’ for the home

AIM: Grow the market and our share of it

● LFL Sales growth

Easier

2. Giving our customers more ways to shop

42

How Measure

● Group multi-channel platform ● Smartphone & tablets ● Click, pay & collect in store

AIM: Customers can shop anytime, anywhere, anyhow

● Unique web users

Easier

3. Building innovative, common brands

43

How Measure

● Direct sourcing ● Common ranges ● New product innovation ● Coordinated range change

AIM: A core common range of quality, exclusive products

● % of group sales direct sourced

● % of group sales that are

common

EASIER

Common

The benefits to come from

a best in class common range

Best ranges

Exclusive brands

Innovation

Working capital

Central warehousing

Marketing & packaging

Leveraging scale

More direct sourcing

Like-for-like sales

Cash margin

Efficiency

44

Common

…recent 2011/12 real examples

B&Q UK & Castorama France BBQs

Phase1 commonality, March 2011

Total category sales +8%

Common range sales +35%

45

Brico Dépôt & Screwfix hand power tools

New design range launched 2010

Common range sales +40%

Common

Off to a good start…and there is more to come

46

Common product definition:

1. Same product or;

2. Same supplier where common product not possible due to market / legal reasons

(e.g. Electrical extension cable same supplier but different sockets)

Common

As a % of Group Sales Jan 2008 Jan 2012 Target

Direct sourced 9% 15% 35%

Common <1% 2% 50%

4. Driving efficiency and effectiveness everywhere

47

How Measure

● Supply chain efficiency ● Streamlining in store process ● Harmonisation of IT ● Goods not for resale (GNFR)

AIM: Better cost productivity

● Retail profit margin

Common

5. Growing our presence in existing markets

48

How Measure

● Opening new stores ● Developing store formats

AIM: Grow sales, profits and returns

● Kingfisher Economic Profit

(KEP)

Expand

6. Expanding in new and developing markets

49

● Research new territory entry ● Test a ‘Do it For Me’ (DFM)

store format

AIM: Grow sales, profits and returns

● Kingfisher Economic Profit

(KEP)

How Measure

Expand

7. Developing leaders and connecting people

50

How Measure

● Kingfisher Academy ● Cross group networks

AIM: Harness our talent

● Engagement scores

One

Team

8. Sustainability: becoming ‘Net Positive’

51

● Timber ● Energy ● Communities ● Innovation

AIM: Long-term business success

● ‘Net Positive’ scorecard

How Measure

One

Team

‘Creating the Leader’ – measures

• LFL sales growth

• Unique web users

• % of group sales direct sourced

• % of group sales that are common

• Retail profit margin

• Kingfisher Economic Profit (KEP)

• Engagement scores

• ‘Net Positive’ scorecard

52

Easier

Common

Expand

One

Team

Annualised benefits targeted for year 5

2% LFL outperformance*

1% higher Gross Margin percentage (after some reinvestment in affordability)

1% reduction in the cost to sales ratio

£300m

additional

Retail Profit

in year 5

* Adding profit at the gross margin rate

Note: Based on the size of the business today and excludes the benefits from new store space

Outperformance is defined as better than we would have achieved without this programme 53

‘Creating the Leader’– the right targets

Operational measures

Earnings per share

(EPS)

Economic Profit (KEP)

EPS growth

drives dividends

and valuation

KEP recognises the

cost of capital

ensuring efficient use

of shareholder’s

capital

Ensures focus on the key

activities that will drive

benefits of industry

leadership

54

Existing published incentive targets

EPS

20.5p

Max EPS

target 31.2p

2010/11 2013/14

55

KEP

+£68m

Year 2010/11 3 years to 2013/14

Max cumulative

KEP target

+£386m

UK France Other International

Goodwill & Central adjustments

‘Creating the Leader’,

clear 2012/13 milestones

• Complete UK roll out of DIY training classes

• Launch B&Q YouTube channel

• Test new formats in the UK, France, Turkey, Russia & China

• Prepare for the UK’s ‘Green Deal’

• Launch Screwfix mobile ‘click, pay & collect’ offer

• Develop a Group multi-channel platform and implement first in ‘TradePoint’

• Upgrade B&Q’s on-line offer

• Trial ‘click & collect’ in Castorama France

56

Easier

‘Creating the Leader’,

clear 2012/13 milestones

• 18% of sales to be direct sourced

• 7% of sales to be common

• Double direct sourcing in our developing markets

(Poland, Russia, Turkey & China)

• Extend ‘Trade’ common own brands in Screwfix and Brico Dépôt

• Develop a Group-wide stock forecasting and replenishment IT solution,

implement first in B&Q UK

• GNFR savings from European-wide supply negotiations including marketing

catalogue printing and store fixture and fittings costs

57

Common

‘Creating the Leader’,

clear 2012/13 milestones

• Open 67 new stores

(UK 50, France 2, Poland 6, Russia 2, Turkey 4 & Spain 3)

• Revamp and extend 5 Castorama France stores

• Test a ‘DFM’ store format in China

• Launch the Kingfisher Academy

• Launch ‘Net Positive’ and associated scorecard

58

Expand One

Team

Summary & Outlook

‘Delivering Value’ was a success

Kingfisher is in great shape

● Self-help is now the ‘day job’

We have a clear plan to achieve real industry leadership

● ‘Creating the Leader’

● 8 steps, clear measures and 2012/13 milestones

Outlook likely to remain tough

● Confident we can continue to outperform

59

Cautionary note

regarding forward-looking statements

THIS PRESENTATION CONTAINS FORWARD-LOOKING STATEMENTS AND IS THEREFORE SUBJECT TO RISKS,

ASSUMPTIONS AND UNCERTAINTIES THAT COULD CAUSE ACTUAL RESULTS TO DIFFER MATERIALLY FROM THOSE

EXPRESSED OR IMPLIED BECAUSE THEY RELATE TO FUTURE EVENTS. THESE FORWARD LOOKING STATEMENTS

INCLUDE, BUT ARE NOT LIMITED TO, STATEMENTS RELATING TO THE COMPANY’S EXPECTATIONS AROUND THE

COMPANY’S NEXT PHASE OF DEVELOPMENT KNOWN AS ‘CREATING THE LEADER’ AND ITS ASSOCIATED EIGHT STEPS.

FORWARD-LOOKING STATEMENTS CAN BE IDENTIFIED BY THE USE OF RELEVANT TERMINOLOGY INCLUDING THE

WORDS: “BELIEVES”, “ESTIMATES”, “ANTICIPATES”, “EXPECTS”, “INTENDS”, “PLANS”, “GOAL”, “TARGET”, “AIM”, “MAY”,

“WILL”, “WOULD”, “COULD” OR “SHOULD” OR, IN EACH CASE, THEIR NEGATIVE OR OTHER VARIATIONS OR COMPARABLE

TERMINOLOGY AND INCLUDE ALL MATTERS THAT ARE NOT HISTORICAL FACTS. OTHER FACTORS THAT COULD CAUSE

ACTUAL RESULTS TO DIFFER MATERIALLY FROM THOSE ESTIMATED BY THE FORWARD-LOOKING STATEMENTS INCLUDE,

BUT ARE NOT LIMITED TO, GLOBAL ECONOMIC BUSINESS CONDITIONS, MONETARY AND INTEREST RATE POLICIES,

FOREIGN CURRENCY EXCHANGE RATES, EQUITY AND PROPERTY PRICES, THE IMPACT OF COMPETITION, INFLATION

AND DEFLATION, CHANGES TO REGULATIONS, TAXES AND LEGISLATION, CHANGES TO CONSUMER SAVING AND

SPENDING HABITS AND OUR SUCCESS IN MANAGING THESE FACTORS.

CONSEQUENTLY, OUR ACTUAL FUTURE FINANCIAL CONDITION, PERFORMANCE AND RESULTS COULD DIFFER

MATERIALLY FROM THE PLANS, GOALS AND EXPECTATIONS SET OUT IN OUR FORWARD-LOOKING STATEMENTS AND

RELIANCE SHOULD NOT BE PLACED ON ANY FORWARD LOOKING STATEMENT. THE COMPANY UNDERTAKES NO

OBLIGATION TO PUBLICLY UPDATE ANY FORWARD LOOKING STATEMENT, WHETHER AS A RESULT OF NEW INFORMATION,

FUTURE EVENTS OR OTHERWISE. NOTHING IN THIS PRESENTATION SHOULD BE CONSTRUED AS A PROFIT FORECAST.

60

Appendices

Reporting timetable 2012/13

Period Reporting date Detail Communication

Q1 13 weeks to

28 April 2012 31 May 2012

Sales and retail

profit

Conference call at

1200hrs GMT

H1

pre-close

23 weeks to

7 July 2012 19 July 2012

Pre-close

guidance Press release

Interims 26 weeks to

28 July 2012 12 Sept 2012 Full interim results

Presentation/

webcast

Q3 13 weeks to

27 Oct 2012 29 Nov 2012

Sales and retail

profit

Conference call at

1200hrs GMT

Q4 14 weeks to

2 Feb 2013 Feb 2013 Sales Press release

Prelims 53 week year

ended 2 Feb 2013 March 2013 Full year results

Presentation/

webcast

63

£1.4 billion gross debt repaid

Bonds and facilities Repaid Outstanding

MTNs £150m MTN 2010 £150m -

€500m MTN 2010 £419m -

€550m MTN 2012 £294m £167m

£250m MTN 2014 £177m £73m

USPP $207m 2013 £99m £33m

$81m 2016 £9m £43m

$179m 2018 - £114m

China local debt £58m £81m

Bank loans and finance leases £186m £62m

Total gross debt £1,392m £573m

Constant currencies. In addition, the £500m revolving credit facility was refinanced during the year

The new facility of £200m, expiring August 2016 remains undrawn 64

Freehold property –

£3.5 billion(1) as at 28 January 2012

Market Value Yields 2011/12

UK £0.9bn 7.3%

France £1.5bn 7.6%

Poland £0.5bn 8.4%

China £0.4bn 7.9%

Other £0.2bn -

Total £3.5bn

Capitalised leases (2) £4.9bn

(1) Book value of properties £2.8bn. Balance sheet values were frozen at 1 February 2004 on transition to IFRS

(2) Using a rent/yield calculation

Statutory financial reconciliation

2011/12

£m

2010/11

£m

Adjusted pre-tax profit 807 670

Exceptionals (12) (6)

Financing fair value remeasurements 2 7

Profit before tax 797 671

Income tax (158) (180)

Profit for the year 639 491

Return on Capital (ROC)

2011/12 2010/11

Group post-tax profit (1) £606m £521m

Average Capital Employed (2) £5,663m £5,417m

ROC % 10.7% 9.6%

(1) Post tax Retail Profit less central costs and excluding exceptional items, other than realised property profit

(2) Net Assets excluding Net Debt and Pension related items including related Deferred Tax

Lease adjusted ROC

2010/11 2010/11

Group post-tax profit (1) £904m £820m

Average Capital Employed (2) £11,370m £11,178m

ROC % 8.0% 7.3%

(1) Post tax Retail Profit less central costs and excluding exceptional items, other than realised property profit,

adjusted for the post tax impact of leases

(2) Net Assets excluding Net Debt and Pension related items including related Deferred Tax, including leases

capitalised at the long term property yield

Sponsored ADR programme

Kingfisher ADRs trade in the US over-the-counter market on

the ‘OTCQX’ platform under the following information:

Symbol KGFHY

CUSIP 495724403

Ratio 1 ADR : 2 ORD

Country United Kingdom

Effective Date Jan 01, 1986

Underlying SEDOL 3319521

Underlying ISIN GB0033195214

Depositary BNY Mello

Benefits of ADRs to US investors:

● Clear and settle according to normal US standards

● Offer the convenience of stock quotes and dividend

payments in US dollars

● Can be purchased/sold in the same way as other US

stock s via a US broker

● Provide a cost-effective means of international portfolio

diversification

Hong Kong

Joe Oakenfold

email: [email protected]

Tel: +852 2840 9717

New York

Ravi Davis

email: [email protected]

Tel: +1 212 815 4245

London

Mark Lewis

email: [email protected]

Tel: +44 (0)20 7964 6089

69

For questions about creating Kingfisher ADRs, please contact BNY Mellon: