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.

BSL video interpreter

If British Sign Language is your first or preferred language you can contact us using a live BSL video interpreter.

We can connect you instantly with interpreters through InterpretersLive! A free online service provided by a company called SignSolutions . You don’t need to book calls in advance: you can talk to us through InterpretersLive! any time between our normal office hours Monday to Friday.

There may be times where we need to speak to you, so to arrange this we will provide your email address to InterpretersLive! to send you an email arranging a date and time for you to contact us.

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?

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.

Important information

Useful information

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Please remember that past performance is not necessarily a guide to future performance, the performance of investments is not guaranteed, and the value of your investments can go down as well as up, so you may get back less than you invest. When investments have particular tax features, these will depend on your personal circumstances and tax rules may change in the future. This website does not contain any personal recommendations for a particular course of action, service or product. You should regularly review your investment objectives and choices and, if you are unsure whether an investment is suitable for you, you should contact your financial adviser. Before opening an account, please read the ‘Doing Business with Fidelity Adviser Solutions’ and Fidelity Adviser Solutions Client Terms. Prior to investing into a fund, please read the relevant key information document which contains important information about the fund.