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Five-year summary (183/188)Hargreaves-Lansdown Report and Financial Statements 2021 - Glossary of alternative financial performance measures (184/188)Hargreaves-Lansdown Report and Financial Statements 2021 - (185/188)Hargreaves-Lansdown Report and Financial Statements 2021 - Glossary of terms (186/188)Hargreaves-Lansdown Report and Financial Statements 2021 - (187/188)Hargreaves-Lansdown Report and Financial Statements 2021 - (188/188) Strategic report Governance Financial statements Other information BUSINESS MODEL FOCUS AND OPERATIONAL RESILIENCE DRIVE VALUE Inputs Our client focused strategy and culture enables us to build long-term relationships and address the structural growth opportunities that exist. Continued investment in our people, marketing, technology and innovation ensures we can enhance People our proposition, service and client engagement, Our people are at the heart of Hargreaves Lansdown, ensuring which drives long-term sustainable growth. we deliver on our core values. They develop knowledge and expertise, implement our strategy and deliver our products and services. Technology Our platform uses our own proprietary systems, allowing us to develop our products and services in a nimble, secure and efficient manner. We embrace technological innovation to improve the client experience now and in the future through improved architecture that could enable collaborative opportunities. We invest to ensure our systems are safe and secure, giving peace of mind to clients. FIND OUT MORE Marketing We provide a multi-channel marketing approach to engage Pg 26: Our strategy and KPIs with new and existing clients, ensuring they have high Measuring our strategic progress . quality information to empower them to save and invest Pg 59: Our financial with confidence. performance The results we’ve achieved We seek to understand our clients better, to tailor this year. our communications to their needs and enhance Pg 38: Responsible business a lifelong relationship. Having a positive impact. 24 Hargreaves Lansdown Report and Financial Statements 2021