Original subtitles

That is quite a special picture... which I thought was quite sweet.

(CHUCKLES)

This is the first time that the two of us have spoken about her as a mother.

You and I are both in this photograph. Right. (LAUGHS) OK.

You are in the tummy. I know. Yeah.

Arguably, probably a little bit too raw,

erm, up until this point. It's still raw.

There's not many days that go by that I don't think of her.

Her 20th anniversary year feels like a...a good time to remember,

you know, all the good things about her and, and hopefully

erm, provide, maybe, a different side to her that others haven't seen before.

NARRATOR: To celebrate the life and legacy of Diana, Princess of Wales,

her sons are sharing their most intimate memories of her

for the first time.

We felt, you know, incredibly loved, Harry and I, and

I'm very grateful that that love still...still feels there.

It was that love that...

that even if she was on the other side of a room,

that you, as a son, you could...you could feel it.

Disappointing to have a brother instead of a sister? No, never.

(CHUCKLES) But I thought it was quite a funny photograph.

Through their mother's personal photographs

and childhood home movies,

the people who knew and loved her

reveal a Diana we've never seen before.

She was always very caring of little people,

and I suppose I was the first little person that she cared for.

HARRY: Our mother was a total kid, through and through.

And she really enjoyed the laughter and the fun.

She was one of the naughtiest parents.

She had a very cheeky sense of humour.

She loved the rudest cards you could imagine.

She was very jolly, and really enjoyed,

at times, making a lot of mischief.

But she always understood that there was

a real life outside of the Palace walls.

Look at her face in every photograph. There's a positive, wonderful glow.

I think she wanted to make a difference.

NARRATOR: Diana's death at the age of only 36 shocked the world.

And it shaped the lives of her two sons.

I give thanks that I was lucky enough to be her son

and that I got to know her for the 15 years that I did.

She set up us really well. She gave us the right tools

and has prepared us well for... for life in the best way she could,

not, obviously, knowing what was gonna happen.

She was our mum. She still is our mum.

You know, and of course as a son I would say this, she was, you know, the best mum in the world.

When we found these photo albums recently,

part of me never really wanted to look at them

and part of me was waiting to find the right time

where we could sit down and look at them together.

She loved taking pictures, it's so nice.

She captured some really good portraits of people.

Yeah. You kinda get a snapshot of their personality quite quickly.

The funny thing is there's not that many of her

cos she's always taking the photographs. Yeah.

And it's photos of us when we were tiny.

Yeah, from the start. From day one.

There's some pictures here of day one of you and day one of me.

It's really nice looking back at it and reminding yourself...

When I started looking through it, it brought back so many memories.

I brought this one out because we were dressing up,

thinking we were looking really cool. Yeah. That's brilliant.

We used to have great fun mucking around, didn't we? Yeah.

That's the first day at school. Probably one of my first days. Probably.

Me turning up thinking, "I've got my older brother at school,

he'll be looking after me," when in fact you ignored me. (BOTH LAUGH)

Erm, there's a photo here I thought you'd like to see.

It's quite a special picture

of the two of you, which I thought was quite sweet.

(CHUCKLES) Where was this, do you remember? This was out on holiday.

I just remember having the skinniest legs, and still do.

You're quite skinny there. Chicken legs.

Got some good, bushy blond eyebrows there.

Your freckled nose. Your freckles have gone quite a lot now.

You used to have such freckles. They come back every now and then. Quite funny.

A sweet picture of her. Happy memories, big smiley faces.

She smothered us with love, that's for sure. Yeah.

To myself and William, she was just the best mother ever.

She would just engulf you and squeeze you as tight as possible.

And being as short as I was then, there was no escape,

you were there, and you were there for as long as she wanted to hold you.

Even talking about it now, I can feel the hugs that she used to give us,

and, you know, I...I miss... I miss that, I miss that feeling,

I miss that part of a family, I miss having that mother

to be able to give you those hugs

and give you that compassion that I think everybody needs.

She was extremely good at showing her love.

She was extremely good at showing what we meant to her and,

you know, what feelings meant and how important it was to feel.

Behind closed doors, she was a very loving, caring mother

and an incredibly funny person.

One thing I would love to ask her now, because I genuinely think

that she got satisfaction out of dressing myself and William up

in the most bizarre outfits, normally matching...

It was weird shorts, and, you know, like,

little, sort of, shiny shoes with the old clip on,

and looking back at the photos, it just makes me laugh.

I just think, "How could you do that to us?"

Funnily enough, we got to the age when William would go,

"I'm the older brother, why do I have to be dressed the same as him?"

I'm sitting there going, "Hang on, if you're gonna dress differently,

I'm not gonna be the only person dressed like this. It's ridiculous."

So I like to think that she had great fun in dressing us up.

I'm sure that wasn't it, erm, but I sure as hell

am gonna dress my kids up the same way. (LAUGHS)

There's not many days that go by that I don't think of her,

you know, sometimes sad, sometimes very positively.

I have a smile every now and again when someone says something

and I think, "That's what she would have said,"

or, "She would have enjoyed that comment."

So they always live with you, people, you know, you lose like that,

and my mother lives with me every day.

COMMENTATOR: The House of Kings, Westminster Abbey.

For a thousand years, the cradle of royal power,

and today, the setting for a royal wedding.

How proud their mother would have been today.

I think this really is a special moment.

DIRECTOR: I guess there must be the bittersweet days.

I'm just thinking of your wedding

when you're desperately wanting her to be there, to share in it.

Yeah. Did you feel somehow that she was there with you?

I did. And I sort of, beforehand,

you know, had a lot to time to think about it.

ARCHBISHOP: I pronounce that they be man and wife together.

In the name of the Father, and of the Son, and of the Holy Ghost, amen.

WILLIAM: When it came to the wedding, I did really feel that she was there.

You know, there's... there's times when

you look to someone or something for strength,

and I very much felt she was there for me.

(CROWD CHEERING)

COMMENTATOR: For the first time,

through the centre gateway of Admiralty Arch arrives Lady Diana.

And when we see her, perhaps, like all royal brides,

the veil will be thrown back, and we'll see that lovely face.

NARRATOR: It was on the day of her wedding

that Diana first captured the world's imagination.

Pageantry and romance were an unbeatable combination.

The press called it the wedding of the century.

ARCHBISHOP: I, Diana Frances... DIANA: I, Diana Frances...

..take thee, Charles Philip Arthur George,

to my wedded husband. ..to my wedded husband.

(CHEERING)

Diana's marriage was a joyous event

which everyone could relate to.

But it was also an utterly unique experience.

Diana was joining the most famous family in the world.

At the end of the day, she was a normal 20-year-old,

normal 20-year-old, Lady Spencer... (CHUCKLES)

..marrying into the Institution,

marrying into the royal... British royal family.

And she brought a breath of fresh air to everything that she did.

Diana Spencer grew up in one of the grandest aristocratic families in England.

Her father was a keen amateur cameraman.

The home movies he made

give us a precious glimpse into Diana's early life.

She was always very caring of little people,

and I suppose I was the first little person that she cared for.

My mother left home when I was two or three

and so Diana was the most significant, I suppose,

warm female presence in my life.

And, you know, we spent so much time together.

I think our parents' divorce was quite tricky for all of us.

It was very, sort of, bitter

and had an impact, a big impact. They never spoke. And, you know...

I do feel that the girl I grew up with

had a sort of bundle of insecurities and unhappinesses.

Because of her own sensitivities and vulnerabilities,

she felt able to connect with people

who were going through a very tough time and sort of give them hope.

As she grew up, there was a massive change in Diana.

She suddenly felt more confident.

A definite blossoming.

She sort of realised that she was really funny -

I mean, her sense of humour was fantastic.

And male friends suddenly started to realise

that this little girl was growing into a very interesting

and very pretty young thing.

Diana had a small and intimate circle of friends.

In this film, they're speaking about her for the first time.

HARRY HERBERT: The first time I met her I was playing golf at Balmoral.

My dad, you know, was great friends with the Queen,

and just as I was about to play my shot,

this vision of beauty appeared over the...the horizon

full of laughter and energy,

and that was the first time that I met Diana.

And, erm,

like everyone who meets her, she certainly had a big impact.

I'm sure my shot was violently hooked or sliced,

erm, but we became great friends from that moment.

Lady Carolyn Warren was a family friend of Diana's.

CAROLYN: I was about 15, 16,

and she would have been just a little bit older than me.

She was great fun,

had an amazing sense of humour and could light up the room.

Very, very caring.

Er, she was always the person who if somebody was feeling down,

or there'd been a bust-up with the boyfriend or whatever it was,

she was first man in to sort of, erm, give a helping hand.

These are photographs that I remember of Diana when she was

working for my sister as a nanny.

William van Straubenzee met Diana when she was 14.

She was shy, and she was pretty unsure of herself

and, erm, pretty naive and quite gullible, really.

She was quite easy to tease, et cetera,

but she took it in incredibly good spirits.

But you had no inkling

of what sort of person she was going to be.

You know, wandering around in jerseys covered in hippos and jeans

and slobbing around, and she pinched my shirts quite often

cos she thought that that was quite a...quite a good thing to do.

Whenever you saw her alone, she would have picked up some

trashy romantic novel. You know, she was a bit of a dreamer.

There was a side to her

which we wished that somebody would sweep her off her feet.

(CROWD CHEERING)

COMMENTATOR: This was the moment they had come from all corners of the kingdom to see.

A new Princess for Wales.

EARL SPENCER: I remember on the wedding day

going back to my mother's flat and thinking,

"Well, that's done so we'll all move on now,"

not realising that she had just become a sort of global superstar.

She was so young and fresh and vibrant

and good-looking and un-stuffy.

And this was all quite new, er, for...for somebody in that position.

(CROWD CHEERING)

Only three months after her wedding,

Diana's life as a working royal began with a tour of Wales.

There was no training for her new role -

she was thrown in at the deep end.

Accompanying her was the lady-in-waiting

who'd be by her side for the next ten years.

ANNE: That, I think, for both of us, was a baptism of fire.

(APPLAUSE)

It was an extraordinary experience.

It was that noise, it was the cheering, it was the children screaming -

you know, it must have been very daunting.

HARRY HERBERT: What happened, I think,

was that everyone out there who didn't know Diana,

they were all having the "9th green at Balmoral"... (LAUGHS) ..moment that I had.

They've realised this was such a natural person,

there wasn't... She wasn't trying to be anything other than herself.

Her ability to go up to people

and put her hand out and just touch them

was, I think, you know, sort of remembering it now,

it was very moving.

That immediate warmth was always there for whoever she met.

It didn't matter where you came from, what you did, she could talk to you.

Erm, and I think she generally just had a real...

a real ability to connect very quickly.

Home for Prince William and Prince Harry

is Kensington Palace, where they grew up.

It's always been a haven, a place where their mother

tried to carve out an ordinary family life for them.

My mother cherished those moments of...

of privacy and being able to be that mother

rather than the Princess of Wales.

She made the decision that no matter what,

despite all the difficulties of growing up

in that limelight and on that stage,

she was going to ensure that both of us

had as normal a life as possible.

And if that means taking us for a burger every now and then

or sneaking us into the cinema or driving through the country lanes

with the roof down of her old-school BMW,

listening to Enya, I think it was - God, a blast from the past...

# ENYA: Orinoco Flow

All of that was... was part of her being a mum.

WILLIAM: She was very informal and

really enjoyed the laughter and the fun.

But she understood that there was a real life outside of Palace walls,

and she wanted us to see it from a very young age

and really understood some of the real problems in life that,

you know, can pass you by very easily,

particularly in this situation, if you don't go looking for it.

WILLIAM: Can I grab a seat here? Is that all right?

How you doing? (LAUGHING) What's your name? David?

A homeless shelter

isn't where you'd imagine a member of the royal family might hang out.

But The Passage, London's biggest homeless centre,

is a place where Prince William feels very much at home.

MAN: How's George? Very well. He is growing fast. Yeah.

And his tummy and his shoulders have got so big

that we've had to, like, quickly re-tailor his outfits. (LAUGHS)

He's growing at a rate of knots. He's gonna be...he's gonna be

quite a big boy, I think, like his father. Yeah.

Prince William has been visiting The Passage

since he was a boy.

His mother first brought him here when he was only 12.

I was quite nervous about that at the time.

But I just enjoyed meeting these people

who had incredible stories and

who clearly had had a very, very tough time.

My interest in homelessness has come from that, that one encounter.

That's fantastic, Brian. Look at that. That's awesome.

Do you find the drawing and the art sort of help?

Yeah, it helps with the depression, William.

I suffer from depression. Right.

I lost my wife last year. I'm sorry to hear that.

The times that I've seen him, I could just picture

going to the local pub and just having a pint with him.

He's not afraid to get his hands dirty,

which... I think that's just like his...his mother.

She was a soldier for... for the royal family.

Homelessness was one of the first social issues

which the Princess of Wales embraced.

She ventured into some of London's roughest neighbourhoods

to discover what life was really like out on the streets.

She woke me up. I love her. (LAUGHS)

MAN: She said, "Oh, I see you're dressed specially for me, sort of thing."

And I just cracked a joke, saying,

"My Savile Row suit's in the cleaner's at the moment."

(APPLAUSE)

Victor Adebowale was the Chief Executive of Centrepoint,

Britain's biggest homeless charity.

He worked side by side with Diana

to raise awareness of the plight of the homeless.

VICTOR: She took it to heart that it was wrong that this was happening

in what was a very wealthy society.

And she talked to me about it, you know, she felt that it was wrong,

that it was, you know, deeply immoral.

The Princess went into battle.

She made a hard-hitting speech about homelessness

which landed her in political hot water.

I am appalled at the dangers young people face on the streets

and how vulnerable they are to exploitation.

Coming against a backdrop of budget cuts,

her speech was seen as an attack on the government.

The Princess really is a rather headstrong and wilful young lady,

charming and delightful as she is in other ways, and...

The speech that she gave about youth homelessness

made its way onto the floor of the Houses of Parliament,

and, you know, we were accused of politicising

the royal family as a result. (LAUGHS)

So...I thought she was brave

in a...in a quiet but resolute way. I do.

I mean, she could have dropped us at any time.

You know, too hot to handle, this is an issue that's quite difficult.

That's how the world changes. People stand up for what they believe in.

HARRY: I think it was hard for her. I think it was a real...

a real strain of the public role quite often,

erm, having to do the stuff that she was doing,

involved with a certain... the charities that she was involved with.

You need respite, you need somewhere to, you know,

to go and dump it.

WILLIAM: There was always a sense of enthusiasm and energy around her,

and a lot of warmth as well. There was always that sort of

bubbling personality going on the whole time.

I think she lived a lot of her life, especially in private, through us.

And I think that sort of

childish, fun element

really came out when she was spending time with us.

Our mother was a total kid through and through.

When everybody says to me, you know,

"So, she was fun? Give us an example,"

all I can hear is her laugh in my head.

And that sort of crazy laugh of where there was just

pure happiness shown on her face.

One of her mottos, to me, was,

"You can be as naughty as you want, just don't get caught."

She was one of the naughtiest parents.

She would come and watch us play football

and, you know, smuggle sweets into our socks.

And, I mean, like, literally walking back from a football match

and having, sort of, five packets of Starburst...

And just the whole shirt was just bulging with sweets,

and then sort of looking around,

open the tuck box, throw it all in, lock it up.

She was a massive card-writer.

She loved the rudest cards you could imagine.

And I would be at school and I'd get a card from my mother.

Usually she found something, you know, very embarrassing,

you know, a very funny card,

and then, sort of, wrote very nice stuff inside.

But I dared not open it in case the teachers

or anyone else in the class had seen it.

# GEORGE MICHAEL: Freedom '90

There's a couple of memories I have that are particularly funny.

Just outside this room where we are now, erm,

she organised, when I came home from school,

to have Cindy Crawford, Christy Turlington and Naomi Campbell

waiting at the top of the stairs.

I was probably a 12- or 13-year-old boy

who had posters of them on his wall.

And I went bright red and didn't quite know what to say

and sort of fumbled, and I think I pretty much fell down the stairs on the way up.

I was completely and utterly sort of awestruck.

But that was a very funny memory that's lived with me for ever

about her loving and embarrassing and sort of, you know, being,

being the sort of...er, the joker.

A sense of humour was a vital release for Diana

as she began to embrace some of the most controversial issues of the day.

MAN: There is now a danger that has become a threat to us all.

By the 1980s, the world was in the grip of a terrible epidemic.

The gay community had been devastated by AIDS...

..but tabloid newspapers ignored their suffering,

and instead accused them of spreading the disease.

Their headlines stirred up a storm of prejudice.

As a young gay man, Ian Walker endured years of discrimination.

IAN: People were terrified of catching HIV.

And a lot of people would talk about the day that they were diagnosed

as the day that people stopped touching them,

that from then on it was rubber gloves and masks and gowns.

And you heard stories of people going to the dentist

and people were, like, dressed up in a space suit to deal with them.

At a time when the fear of physical contact

with AIDS sufferers was at its height,

the Princess visited the Middlesex Hospital.

It housed the only AIDS unit in the UK.

ANNE: She just walked into that room,

and there was a gentleman,

and did what she would normally do to

anybody else she was meeting - she just shook him by the hand.

And that picture went viral,

erm, around...around the world.

That was very powerful, that she made that contact.

She just smashed all of that fear down by...

(STAMMERS) ..that one, that one handshake.

The London Lighthouse was at the heart of the AIDS epidemic in Britain.

It provided care for the sick and the dying.

I was an occupational therapist at the London Lighthouse,

and the deaths were just relentless.

You'd go home at night...

..and you weren't sure who was gonna be there the next day.

The Princess became the London Lighthouse's

greatest champion, publicly supporting the charity,

but also regularly visiting patients, often in her own time.

When she came in, it was like she was shining,

that smile. It just beamed when she smiled. She beamed.

Erm, I sound like a sycophant,

but, you know, that's how it was.

Erm, and, er,

erm, and I'm not... I'm not a royal person, really, I'm a republican,

but, erm, she was an exception.

How are you? How are you? Good to see you.

How are you? Nice to see you. Nice to meet you.

Sir Elton John was a friend of Diana's,

and, like her, a committed AIDS activist.

Would she come here unannounced? Yeah, yeah. For sure.

Prince Harry is joining him at the London Lighthouse

to hear more about his mother's work.

It was considered to be a gay disease, and for someone

who was within the royal family, and who was a woman,

and who was straight, to have someone care from the other side

was an incredible gift.

You can see it, you can see it in the face.

When you look back to these days when actually

the reality was doom and gloom... Yeah.

Absolutely. The reality then was doom and gloom,

yet everybody in that photograph is smiling. Because of her.

Yeah. Yeah. She had an energy. She radiated.

Look at her face in every photograph. There's a positive, wonderful glow.

Also, she had this incredible ability -

which he kind of inherited, and I told him that,

and he said, "Thanks very much" - to make people feel at ease

and make them feel that everything's gonna be all right.

I haven't experienced many people in my life who have that ability,

but she could walk into a room of people

and make them feel as if everything was great.

It's World AIDS day, and Prince Harry is in Barbados.

He's encouraging people to take a blood test.

It's the best way to stop the spread of AIDS.

All right. I'll just take a little bit more from you.

Don't take it all. No, not going to take it all.

Prince Harry has brought along a friend

to help spread the word.

She's one of the most famous women on the planet.

Welcome, Rihanna, thanks for taking part. Of course.

HARRY: There was an opportunity there to get Rihanna,

who has got, you know, over 60 million followers on Instagram alone.

And to be able to get someone in her position

who has lost quite a few friends to AIDS, I think, is...it's fantastic.

(LAUGHING) You really made it seem like it hurt. It's a pinprick.

I just think it's incredible what he's doing to bring awareness to HIV and AIDS,

and I think the most important thing is to, kind of,

dilute the stigma, um, as much as possible.

Um, I think that's the thing that's crippling the most.

My mother was a role model. She was someone

who at an incredibly young age would put her passion

behind something that she genuinely believed in.

And I think that's fantastic. Good for her

and...and thank God for her.

JAYNE: I'd worked with Charles and Diana

for many, many years, photographing them.

(CAMERA CLICKS)

You know, when you work with them all those years

and you watch every little thing that goes on,

you know, you become part of it all.

You can't help but feel affection towards them.

And, you know, you want them to be happy.

The newspapers had been writing a lot of stories,

negative stories about the marriage.

And personally, I tried to ignore it because I didn't...

I didn't want to read them and I didn't want to believe it.

So I pooh-poohed it a bit.

The penny didn't really drop for me until we went to Korea.

She looked wretched, he looked wretched,

and I thought, finally, "Hmm, something's going on here."

It's very evident when you look at the pictures that

they look distanced from each other, even to the point where

they're walking down a staircase, both walking down a separate set of stairs,

and there's a wall in the middle,

and it kind of sums up what was going on at that point.

It wasn't a very happy tour.

HARRY HERBERT: That was a bad time for Diana.

You know, the light had gone out, if you like.

One person who was deeply concerned

was the Princess' mother-in-law.

I had a talk to the Queen about it at Balmoral.

The Queen wanted to talk to me about it because

she was so worried, she was so...so, you know,

worried about...worried about Diana.

After a lunch at Balmoral and going up high and looking down

onto this beautiful setting of heather and castle,

and an incredibly,

you know, important chat, a very personal, personal chat.

And the Queen wanted to know - how was Diana feeling,

and was it as bad as... as it was?

And it was a sad discussion, a sad...

a sad, you know, a sad moment, really,

because that was everything at its worst.

I remember going to see Diana in Kensington Palace when...

when things weren't particularly easy,

you know, in, you know, in her married life.

She was, you know, very emotional.

And suddenly these two boys

came thundering around the corner in their dressing-gowns.

This was before bed. (LAUGHS) And just watching her face light up,

going from sad chat

to suddenly... (MIMICS EXPLOSION)

You know, I'll never forget that moment, and them, you know,

crawling all over her and things flying everywhere,

and through all the difficulty of other stuff at that time...

..you could see it was the most important thing in her life, were her boys.

JOHN MAJOR: It is announced from Buckingham Palace

that, with regret, the Prince and Princess of Wales

have decided to separate. Their Royal Highnesses have no plans...

There was the point of where our parents split,

and the two of us were bouncing between the two of them and...

and we probably didn't, we never saw our mother enough or we never saw our father enough.

You know, there was a lot... there was a lot of travelling

and a lot of, you know, fights on the back seat with my brother, which I would win.

So it was... There was all of that to contend with.

And I don't pretend that we're the only people to have to deal with that.

But, erm, it was, it was an interesting way of growing up.

Privacy had been hard to come by as a member of the royal family.

But following her separation,

media obsession with the Princess reached fever pitch.

JAYNE: I remember one particular trip.

We were in Lech in Austria. And the deal was that

the Palace would arrange for us to have a photo call on the first day.

And the understanding was that then,

"OK, let them then ski off and have a lovely holiday."

And this particular day, we'd had our photo call,

so, you know, you shouldn't have been out with your camera any more.

And Diana came out with the boys

and they tried to go through the town to the sweetshop.

And the photographers were just, like, running everywhere.

It was like rats running everywhere.

They all wanted to be in their face, right up to them,

pushing and shoving, they were fighting with each other,

photographers were falling over, and the boys were frightened.

And I was in the shop when she came into the shop and...

it was like she was sort of, you know, exasperated by it.

"What are they doing?" You know, "Why are they doing this?

You know, I've kept my part of the deal, we did our photo call.

Why are they all doing this?" You know, she said,

"You know, I don't want the boys upset like this."

Excuse me.

As a parent,

could I ask you to respect my children's space?

Because I've brought the children out here for a holiday...

MAN: Right. ..and we'd really appreciate the space.

Would it be possible to just get a picture of...?

DIANA: No. No. Then I'll leave you alone.

As a parent, I want to protect the children. Right.

WILLIAM: Back then, 20 years ago, people would be utterly appalled

if they knew exactly what went on.

I think it was an industry that lost its way quite heavily,

lost its sense of decency,

lost its perspective on what was appropriate.

If you are the Princess of Wales and you're a mother,

I don't believe being chased by 30 guys on motorbikes

who block your path, who spit at you, who shout at you,

and who react really badly to get a reaction from you,

and make a woman cry in public to get the photographs,

I don't believe that is appropriate.

I sadly remember most of the time that she ever cried about anything

was to do with press intrusion.

(PRESS CLAMOURING)

MAN: Out.

Out, out. O-U-T, out.

Have a nice trip, then.

Harry and I, you know, we lived through that.

And one lesson I've learnt is you never let them in too far

because it's very difficult to get them back out again.

And, erm, you've gotta maintain

er, a barrier and a boundary,

er, because if you cross it, if both sides cross it,

erm, a lot of pain and problems can come from it.

In August 1996, after 15 years of marriage,

the Prince and Princess of Wales divorced.

Diana was free to shape a new life for herself.

ANNE: Once the divorce had come through,

the few times I saw her

she seemed to be in a better place.

Erm, I think she was happier.

Once she was no longer a member of the royal family,

she, I think, just felt a sense of freedom.

(APPLAUSE)

She was a very, very attractive woman.

And she really loved looking good.

She was as free as a bird, and I think she looked rather amazing.

WILLIAM: My mother loved her fashion, she loved her clothes,

but she wasn't a slave to it.

I remember walking around her cupboards and just...

There were just so many dresses and so many clothes,

and she got so fed up with all these clothes in her cupboards.

And I said, "Why don't you give these clothes away?

Why don't you do something charitable with it?"

AUCTIONEER: How much for this? £19,000 here.

Gentleman in the gallery at £19,000 bid here.

Diana auctioned off dozens of her dresses...

£25,000.

..raising millions of dollars for AIDS and cancer charities.

And £30,000.

£175,000.

I knew she was going to say that. £200,000.

And I remember her showing me the catalogue

and everything else about it and saying, "This was your idea."

I was like, "Well, I had a good idea." (LAUGHS)

So, erm, it was nice to see it come to fruition.

The sale of her dresses

marked a new chapter in the Princess' life.

From now on, she would force the press to focus on what she did

and not on what she wore.

HARRY: She put her name, and put her image, and put her passion and energy

into something that she genuinely believed in.

And she knew that by doing that

it was going to have a ripple effect across the whole world.

In August 1997,

only three weeks before she died, Diana arrived in Bosnia.

The country had been torn apart by a brutal civil war.

With a million landmines still lurking underground,

it was one of the most dangerous places on Earth.

Diana's guides in Bosnia were two committed landmine activists.

JERRY: The willingness to take such a crazy risk

on these two American, you know, legless cowboys -

we have one leg between both of us -

who didn't have, you know, two shekels to rub together in Bosnia...

I wouldn't have recommended that she go with us.

But she chose it.

I wasn't to tell anyone about the upcoming visit to Bosnia,

not even the Embassy, not even the ambassadors. No-one would know.

KEN: It was not an easy trip. It was rigorous.

It was in a depressing environment in the post-conflict area of Bosnia.

And she was, morning to night, visiting survivors.

Most people want to get away from pain,

they can't listen to pain, they can't be fully present in the presence of pain,

and the Princess of Wales could be there.

While she was in Bosnia,

Diana met some of the younger victims of the conflict,

like 12-year-old Zarko,

who'd lost his leg after stepping on a landmine.

They keep me on my toes. They are quite naughty.

(SPEAKING OWN LANGUAGE)

Malic was 15 when he met Diana.

He'd also lost his leg after stepping on a landmine.

(SPEAKING OWN LANGUAGE)

Diana's Bosnian visit was part of a wider campaign.

Behind the scenes, she was pushing for a global landmine ban.

About a month ago, I found a whole series of letters,

er, letters that she was supposed to top and tail

that were, er, dated 31st August. They were sitting on her desk here.

She knew exactly what needed to be done.

She was writing letters to certain people to say,

"Right, this is what needs to happen in order for this whole, sort of, tidal wave to change."

And it's only recently, over the years,

that I've actually really understood

the effect that she was having in those areas,

and on an international scale as well.

Three months after Diana's visit to Bosnia,

an international treaty was signed outlawing landmines.

It was perhaps her greatest achievement.

She had the ability to literally change

a mindset of millions upon millions of people.

(MAN LAUGHS) Hi, guys. MAN: It's a leprechaun.

(LAUGHING) You look like naughty schoolchildren.

Hi. Ken Redford. Nice to meet you. Very nice to meet you.

Prince Harry has invited Ken, Jerry, Zarko and Malic

to Kensington Palace to share their memories of Diana's Bosnian visit.

So, you guys... I mean, this was, this was it, 20 years ago.

This is a reunion. You both still look the same...

(ALL LAUGHING) ..ish.

You maybe have a little bit less hair.

You guys were the...almost the last people to see my mother.

Well, you saw my mother more recently than I did, I guess.

Was it quite strange for the two of you to have a...

to have a Princess like that come and...

to come and show an interest in your lives

and...and...and within Bosnia, the landmine issue?

(SPEAKING OWN LANGUAGE)

She was the only light at the end of the tunnel for us.

TRANSLATOR: I remember her sentence, er, before she left.

She said, "You are not going to be forgotten."

Mm. And that was important to him.

And that stuck in your head for ever?

(TRANSLATES)

Whenever I had hard times, I remember that sentence.

On the 20th anniversary of Diana's visit to Bosnia,

Prince Harry is finishing the work his mother began.

He's launching a new campaign to destroy every remaining landmine.

The attention my mother brought to this issue wasn't about politics,

it was about people.

When my mother said goodbye to Zarko that August,

just weeks before her untimely death...

..she told him he would not be forgotten.

Please help me keep her word to Zarko and Malic,

and other people like them throughout the world,

who still need us to finish the job. Thank you.

During August 1997,

Prince William and Prince Harry

were enjoying summer in the Scottish highlands.

While their mother was away, she constantly kept in touch.

WILLIAM: Her very last memory that I have is a phone call at Balmoral.

At the time, Harry and I were running around, minding our own business,

playing with our cousins and having a very good time.

As a kid, I never enjoyed speaking to my parents on the phone,

erm, and we spent far too much time speaking on the phone

rather than speaking to each other,

because of just the way the situation was.

And the phone rang, and off he went to go and speak to her, sort of, for five minutes.

I think Harry and I were just in a desperate rush to say goodbye,

you know, "See you later," and we're gonna go off, and...

if I'd known now, obviously, what was gonna happen,

I wouldn't have been so blase about it and everything else.

But, erm, that phone call sticks in my mind quite, quite heavily.

MAN: Do you remember what she said? I do. I do.

And then "Harry, Harry, Mummy's on the phone."

Right, my turn, off I go, you know, pick up the phone and...

and, you know, and it was... and it was her speaking from... from Paris.

And, you know, she...

I can't really necessarily remember what I said, but all I do remember

is probably, you know, regretting for the rest of my life how short the phone call was.

If I'd known that that was the last time I was gonna speak to my mother,

the things that I would... the things I would have said to her.

Looking back on it now, it's incredibly hard.

I have to sort of deal with that for the rest of my life.

Not knowing that that was the last time I was gonna speak to my mum,

and how differently that conversation would...

would have panned out if I'd had even the slightest inkling

that that was, you know... that her life was going to be taken that night.

(SIREN WAILING)

REPORTER 1: The Princess was taken to intensive care following a car crash.

REPORTER 2: The press association announced with a newsflash at 4:41

that Diana, Princess of Wales, has died.

According to British sources...

VICTOR: The strangest thing was the thousands of people,

hundreds of thousands of people,

that spontaneously gathered in central London.

I've never seen anything like it,

and I don't expect to see anything like it.

People wanted to actually physically be near her.

And I think that was because

her humanity spoke to their humanity,

regardless of...of

the difference in class, the difference in life experience.

That they saw something of themselves in her.

HARRY: It was very, very strange after her death,

you know, the sort of... the outpouring of love and emotion

from so many people that had never even met her.

And there was William and I walking around Kensington Palace Gardens here,

and the sea of flowers all the way from the Palace gates

all the way back to Kensington High Street.

And I was thinking to myself,

"How is it that so many people that never met this woman, my mother,

can be crying and showing more emotion

than I actually am feeling?"

WILLIAM: There's nothing like it in the world, there really isn't.

It's completely and utterly...

It's like an earthquake's just run through the house

and through your life and everything.

It's just... It's... Your mind is completely split.

Erm, and it took me a while to actually... For it to sink in.

Prince William was 15 years old when his mother died.

Prince Harry was only 12.

You know, losing someone so close to you

is utterly devastating, especially at that age.

I think it sort of really spins you out.

You don't quite know where you are,

what you're doing and what's going on.

The family came together, erm,

and Harry and I tried to talk as best we could about it, but...

being so small at that age, it's very difficult to...

to communicate or understand your feelings. It's very complicated.

After the service in Westminster Abbey,

Diana's body was taken to her family home at Althorp.

There, on an island in the middle of Round Oval Lake,

she was laid to rest.

The first time I cried was at the funeral on the...on the island.

And probably, like... and only since then maybe once.

So there's, you know, there's a lot of...

there's a lot of grief that still needs to be, erm, to be let out.

Slowly you try and rebuild your life

and you try and understand what's happened, and...

I kept saying to myself that, you know,

my mother would not want me to be upset,

she'd not want me to be down, she'd not want me to be like this.

Keeping yourself... I kept myself busy, as well,

which is good and bad sometimes, but allows you to, kind of,

get through that initial shock phase.

Erm, and to the point where I'd say,

you know, we're talking as much as, maybe,

five to seven years afterwards...

I was so young, I grew up sort of

thinking that not having a mum was normal.

I think it was a classic case of,

"Don't let yourself think about your mum

and the grief and the hurt that comes with it,

because it's never gonna bring her back

and it's only gonna make you... make you more sad."

People deal with grief in different ways...

..and my way of dealing with it was...

was by, basically, shutting it out, locking it out.

The ten years that I was in the Army,

I just sort of dug my head in the sand

and was just... It was just white noise.

And I went through a whole period of having to try and sort my... sort myself out.

My heart goes out to all the people

who've lost all their loved ones in the world.

You know, it does connect you. It's a very sad club...

(CHUCKLES) ..you don't want to be a member of.

But, erm, you do all have a shared...a shared sort of pain

that you can immediately understand and see in anyone when you meet them.

Talking about the loss of parents or children

is one of the last great taboos.

But poignantly, in the years before she died,

Diana became one of the first public figures to engage with these issues

when one of her best friends launched a bereavement charity.

JULIA: When Child Bereavement UK was founded,

Diana, as an act of friendship,

she did many things that really supported me personally.

Good afternoon.

I hadn't made many speeches, I was really nervous,

and so she helped me with my speech.

The Child Bereavement Trust will address problems

that affect many people's lives.

And she came to our launch.

And, of course, it meant we were in every newspaper, on the news.

And it gave us the best possible launch we could ever have had.

She had a very natural gift of empathy.

Just by looking at someone, she'd have an idea of what they were feeling.

And, actually, I see that with the Duke of Cambridge.

He has a depth of understanding through his own experience

that connects with other people.

Prince William has continued his mother's relationship with the charity,

becoming Patron of Child Bereavement UK.

I strongly believe that everyone wants to help,

they just don't know how to.

And they usually end up stumbling a bit and then

just staying quiet, which is sometimes the worst thing you can do.

I was pregnant with our second daughter,

erm, and I went to a routine 38-week antenatal appointment

erm, and, erm, they found no heartbeat. Erm...

Gosh, sorry. No, don't worry. Already. (LAUGHS)

Emily's baby Abbie was stillborn.

John's daughter Rosie died when she was 19.

At the moment, we're talking about

what do we do with Rosie's ashes? We've still got those.

It's hard to totally let go as well, isn't it?

It's very hard to let go.

I always think that how you come out of a bereavement,

how you come out of grief is a defining moment. Yes.

It doesn't go away. It never goes away. No. You have to deal with it.

Yeah, you make it a part of your life in a way that's right

and good and the best way that you can. Absolutely. Yeah.

KATE: John and Emily, thank you so much.

Thank you. It's really appreciated.

And it's so brave to be as open and as articulate as you are.

Keep the memories alive, that's the thing, isn't it?

Keep...keep the memories alive. Yeah.

On the 20th anniversary of Diana's death,

a special garden has been created at Kensington Palace

to celebrate her life and legacy.

Graham Dillamore was a young gardener when he began working for Diana.

GRAHAM: We're all very lucky to, er,

to know her, work with her and be here at that time.

For me, personally,

this is where I'll always remember her.

We were looking at images of Diana, and

the whites and creams and those pastel shades seemed to

sort of jump out at us a bit on the page.

And we thought we could maybe develop a scheme that could, er,

that could capture that and would look really, really nice.

And they've got taller than I thought...

You can see we've got the foxgloves coming into flower now,

which are wonderful.

And we're planting these gorgeous white lilies.

And then we've got these super, fantastic kind of creamy roses.

Seeing the two boys, when they were little,

in the private garden throwing a rugby ball around

or kicking a football into the roses, it was great to see.

And it reminded me of my own garden at home with my kids.

I'll always look back on those days with really great, happy memories.

HARRY HERBERT: When you see the boys, funnily enough,

for me that brings her back.

It makes me smile when you turn on the telly

and see that Harry's been a bit wicked doing something.

That's great, cos that's Diana.

And you see, you know, you see William's smile

or you see the way that they react

to people,

and that's their mother.

WILLIAM VAN STRAUBENZEE: People used to say to me, "Were you ever in love with Diana?"

And my answer is, "Of course I was in love with Diana.

Everybody in the world was in love with Diana."

I mean, every person of every age group

of any sex or denomination or anything that knew of her

was in love with her.

She was just an extraordinary person.

In the years since Diana died,

two of her grandchildren have been born.

DIRECTOR: How do you keep her memory alive for your children?

I think constantly talking about Granny Diana. (CHUCKLES)

Erm, so we've got more photos up around the house now of her,

and we talk about her a bit and stuff.

It's hard because, obviously, Catherine didn't know her,

so she cannot really provide that... that level of detail.

So I do regularly, putting George or Charlotte to bed,

talk about her and just try and remind them that

there are two grandmothers, there were two grandmothers

in their lives, and so it's important

they know who she was and that she existed.

She'd be a nightmare grandmother, absolute nightmare.

She'd love the children to bits, erm, but she'd be an absolute nightmare.

She'd come and go and she'd come in, probably, at bath time,

cause an amazing amount of scene, bubbles everywhere,

bathwater all over the place, and...and then leave.

I wanna make as much time and effort with Charlotte and George as I can

because I realise that these early years, particularly, are crucial for children,

erm, having seen, you know, what she did for us.

I found these ones here, which I thought was quite sweet.

Believe it or not, you and I are both in this photograph.

Right. (LAUGHS) You're in the tummy. Oh, nice. Yeah, exactly.

No, she wrote on it saying, "W Harry." It's quite funny.

I mean, you potentially look excited that you've got a...

at that point, a brother or sister coming.

I think I was looking forward to beating you up, maybe you're right.

I thought that was quite a funny photograph,

it was quite sweet. She seems happy there as well.

Time spent with her, the feeling of

having her around and being loved as a family or as a son,

I think those are the most precious, special memories to me.

And it has been hard and it will continue to be hard.

There's not a day that William and I don't wish

that she was...we don't wish that she was still around,

and we wonder what kind of a mother she would be now,

and what kind of a public role she would have,

and what a difference she would be making.

I think she'd be proud that

Harry and I have managed to come through everything that's happened,

having lost her, and that gives me

positivity and strength to know that I can...

I can face anything the world can throw at me.

We felt, you know, incredibly loved, Harry and I,

erm, and I'm very grateful that that love still...

still feels there, even 20 years on.

And I think that's a huge credit to her, that I...

I can...I can still feel that now.

subtitles by Baudrillard