- Ease – we're making it easier for customers to tell us about their needs.
- Communications – we're making our website, email and letters as clear as possible so that customers understand what we need them to do.
- Sensitivity – we'll treat a customer’s disclosure of any vulnerability respectfully, confidentially and sensitively.
- Data – with their permission, we're using the data customers provide to give them the help they need and improve our products and services.
- Flexibility – we're working hard to make our products and services available through a customer’s preferred route, such as mobile devices, PC and Mac.
- Help – we're always sure to tell clients where more help is available.
- Impact – we're doing our best to think through what the impact is on vulnerable customers when dealing with unprecedented market events (such as the Covid-19 pandemic).
- Outcomes – we're testing outcomes for vulnerable customers to ensure they're as intended. And we're fixing issues when we spot them.
- Once – we’re working hard to make sure customers only need to tell us once about something that affects them.
- Capability – we're training our employees to have a greater level of awareness of and understanding about vulnerable customers.
Support for vulnerable customers
We're always looking for ways to make our websites and online services easier to use. We follow accessibility guidelines that make our website simple to understand and easy to navigate so it's easy for our customers to find the information they need.
Practical support
In addition to listening to customers and dealing with their needs sensitively and compassionately, we also provide practical support. For example, we can convert documents into one of the following formats if this may assist a customer:
- Large print
- Audio CD
- Braille
- Neurodiverse options – customers with dyslexia, ADHD, dyspraxia and dyscalculia can choose the background colour, tinted overlay, colour text, font and font size that works best for them.
These services could be helpful for other customers too, so please contact us to discuss specific needs.
Our commitment to customers
If a customer is feeling vulnerable, we want to make sure the service they receive from Fidelity isn't compromised in any way. How?