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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 ACHIEVING SUSTAINABLE GROWTH EMPOWERING FUTURES As a nation we need to build a stronger We recognise that sometimes we make mistakes. culture of saving which willbring long- If clients ever feel the need to complain, our client services team carefully investigates our client’s term financial resilience for individuals complaint and endeavours to provide them with a fair outcome and timely resolution. We learn from and our society. these experiences. Going the extra mile At Hargreaves Lansdown, we seek to break down At Hargreaves Lansdown client experience barriers or misconceptions that might prevent is our obsession. people saving and investing their money with We understand that clients have differing confidence. We help clients make more of financial needs and goals. Ensuring that we their investments by giving them the tools can service these different needs and exceed and information to make their own informed expectations wherever we can is important to decisions. We aim to simplify their financial lifeus. Our broad offering means we can assist by making it easy andstraightforward to manage clients throughout their financial lifetime. their savings, investments and pensions. Listening, finding solutions and treating Putting clients first our clients as individuals ensures we provide Positive client outcomes are the reason we are inthem with an exceptional personal experience. business. Ensuring that our clients are happy withWe believe that when clients are faced with an our products and services, trusting us to keep exceptional experience, they will have the trust their interests at heart, and listening to theirand confidence to engage with their finances. concerns is paramount to empowering people As an example, we kept our Helpdesk open financially. To achieve this, we actively seek outacross the Easter Bank Holiday which coincided focus groups and use this insight to shape our with the ever busy tax year end. services, products and features. 2 Hargreaves Lansdown Report and Financial Statements 2021