Strategic report Governance Financial statements Other information STAKEHOLDER ENGAGEMENT STAKEHOLDERS ARE AT THE HEART OF OUR STRATEGY Clients Stakeholders are at the heart of our strategy Understanding and reacting and business model. Engaging with them helps to our clients’ needs is critical to our long-term success. us to understand their evolving needs and informs our strategic decision-making. How did we •Targeted group surveys andwebsite surveys •Individual ‘depth interviewsexplore underlying motivations’ to engage with •Continued monitoring of and ways of thinking We have invested in the development and them? client behaviours across our •Client testing for all new digital platforms products, services and journeys involvement of our stakeholder communities as Feedback received from the using COVID safe methods • we believe it is the right thing to do. These pages 1.7 million client calls received provide a snapshot of just some of the ways in by our Helpdesk which we have done this across the year. Key topics Clients told us that they wanted: •Frameworks and guidance to •Practical help on how to achievehelp make the best financial SECTION 172 STATEMENT raised diversification, and invest in linedecisions, manage their You can read about how the Directors consider the with ‘responsible’ or ESG valuesemotions and ultimately interests of our stakeholders when complying with •Great value andsupportacross achieve good outcomes their obligations under Section 172 Companies all stages of their savings and Act 2006 in our Section 172 Statement. investments life How did we •We analysed clients’ portfolios •We introduced ‘Charges and communicated with those Comparison’ to help clients respond? clients whose portfolios lackedcompare fund costs against diversification . their peers •We extended our coverage of •We launched four new FIND OUT MORE ‘responsible investing’ adding Investment Pathways and two more responsible funds to an online application for our Wealth Shortlist, as well asDrawdown, vastly improving Pg 130: Section 172 Statement covering even more shares, the process for clients funds and Investment Trusts •We started the Financially •We introduced tiered cost Fearless campaign to help reductions over our HL women become more Multi-Manager fund range confident investors 36 Hargreaves Lansdown Report and Financial Statements 2021