Strategic report Governance Financial statements Other information CHAIR’S STATEMENT PURPOSE AND CULTURE DELIVERING RECORD RESULTS We have remained focused on the wellbeing of our colleagues ensuring they can maintain our high levels of client service and deliver on our strategy. Overview and the insight we get from over 1.6 million clientsI am immensely proud how The unprecedented challenges of COVID-19 also gives us an edge, not just in winning new colleagues have stepped up and have again made this an extremely challenging clients but engaging with them and building their year for clients, communities and society confidence and resilience. Our tailored insighttruly demonstrated our culture as a whole. I am immensely proud of how such as “Financially Fearless”, our programme and values, helping deliver for all our colleagues have stepped up and truly dedicated to supporting women through their our stakeholders across the year. demonstrated our culture and values, helping financial journeys and removing barriers around to deliver for all our stakeholders across thefinances, is a great example of this. year whilst also maintaining focus on developingDespite our resilient financial performance, resilient and sustainable growth. Like last year,we know there is room for improvement. we have not taken any government assistance, At times our client servicing has been under in all that we do such that we can help empowerWe have been devoting more time and resource we have not furloughed any employees and we significant pressure from record business not only clients, but also our local community into sustainability acrossour business as part of have delivered on our dividend policy, which arevolumes and hence there is a need to continue and society as a whole through aspects our strategy. This will ensure we can deliver for a all testament to the strength and resilience investing into our client service along with oursuch as diversity and inclusion, business ethicsdiverse range of stakeholders bringing significant of our business. proposition. Continued investment in technologyand commitments to reducing the impacts enhancements and resilience to individuals and Building on the foundations laid last year forwill be key to maintaining our competitive of global warming. society as we grow. During the year I have been working in a COVID-19 environment, we have advantage and remaining as the UK’s leading At Hargreaves Lansdown we view ESG through particularly pleased that we have achieved the remained focused on the wellbeing of our digital wealth manager. three lenses: Living Wage Accreditation, the progress we have colleagues ensuring they can maintain our highSustainable and responsible growth made on inclusion and diversity across the levels of client service and deliver on our strategyDelivering truly sustainable growth can only be •HL as a responsible business business and the support we have given to our of attracting, engaging and retaining clients.done through responsible means. The growth HL as an investment and savings provider home city of Bristol. In addition we have also This has paid off; net new business and net new • looked carefully at our own climate impact and clients were both at record levels for the yearin ESG across all walks of life has significantlyHL as a fund manager have produced our first TCFD report. You can accelerated throughout the COVID-19 pandemic. • helping to deliver record underlying profits for ourESG considerations now need to be embedded read more about these and how we operate shareholders. Our industry leading data analytics as a responsible business on pages 38 to 48. 10 Hargreaves Lansdown Report and Financial Statements 2021