Strategic report Governance Financial statements Other information ACHIEVING SUSTAINABLE GROWTH EMPOWERING FUTURES CONTINUED Ensuring clients feel their savings and We pride ourselves on our integrity in all our OUR SUCCESS IS FOUNDED investments are secure with HL is paramount. dealings and decisions as a business with the ON 5 KEY PRINCIPLES We have increased the number of client aim of being clear, fair and transparent. communications with regards to educating and We want to do the right thing by our clients and informing clients on fraud and scam awareness.we are committed to providing an exceptional 1 We put the client first Doing the right thing service to all of our clients and offering the From the day-to-day exceptional client experience, We always endeavour to do the right thing for support they need. Our clients cover a diverse to the constant improvement of our services, we our clients and other stakeholders. We activelyrange of backgrounds and we want to ensure use client feedback to shape future development. engage with policymakers to ensure the positionthat all clients are treated fairly, regardless of It’s their future in our hands. of retail investors in the UK is understood, their circumstances. and policies are designed to help investors. We deliver our service in a way that is accessible 2 We go the extra mile Examples include: to all clients. To better support our vulnerable For our clients and for each other. We focus on clients we have worked with the Alzheimer’s what we need to do, then do it well, taking every •Building the case to reform the advice/ Society and have over 1,800 trained Dementia opportunity to delight, inspire and reassure. guidance boundary so that we can tailor Friends at HL. Additionally, we have developed our communications to clients’ our communication to help make it more We deliver our 3 We do the right thing preferred outcomes; inclusive and to support initiatives to get service in a way We’re fair, honest and upfront and do the best for •Participating in the HM Treasury, Bank of more women investing including our our clients. We focus on the long-term. It’s why they England and FCA Productive Finance working “Financially Fearless” campaign, which is that is accessible trust us, and how we earn their loyalty. group, positioning how retail investors coulddedicated to supporting women through to all clients. benefit from the potential returns of long termtheir financial journeys. 4 We make it easy asset funds, whilst managing the risks; Savings and investments should be easy to access, •Campaigning to increase retail access to IPOs; understand and do. We make things simple which Engaging with the DWP to give employees gives our clients confidence to make important • more control over their workplace pensions decisions at the right time. and improved access to pensions for the 5 We do it better self-employed; and Energetically innovating and improving. •Participating in the work of the City of London When things aren’t working well, we strive to fix them. Corporation’s socio-economic taskforce; and worked with industry trade bodies to champion client interests. 3 Hargreaves Lansdown Report and Financial Statements 2021