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In this section

Extra support when you need it
Extending a helping hand to vulnerable customers where we can.
A problem shared
There are all sorts of reasons why you might feel vulnerable during your lifetime - from dealing with your own health issues or a loved one's (such as dementia), to bereavement, divorce, financial hardship or even domestic or financial abuse.
We can't promise we've got all the answers to life's problems, but we can promise to listen and deal with your needs sensitively and compassionately. We even have specially trained team members - vulnerable customer champions - who have experience of dealing with the struggles our customers face. But we can only help you, if you let us know you need it.
You can contact our vulnerable customer champions over the phone, by secure message or post. You can even meet someone face-to-face at our Investor Centre in London. Want to chat? Find out how here.
Our client services team is on hand to provide additional support - such as help with understanding, or filling out, forms. While our extended client services team can also convert your documentation into one of the following formats.
- Large print
- Audio CD
- Braille
- Neurodiverse easy-to-read options - customers with dyslexia, ADHD, dyspraxia and dyscalculia can choose the background colour, tinted overlay colour and font, (colour and text size) that works best for them.
- BSL video interpreter - If British Sign Language is your first or preferred language you can contact us using a live BSL video interpreter.
These services - or even a mix - could be helpful for other conditions too, so please contact us to discuss your specific needs.
Making a difference where we can
When we're at our most vulnerable, emotions can run high. We'll always put your best interests at heart - even if we can't help in the way you might like (which will be for all the right reasons). Here are some real life scenarios where we've been able to flex our services to support our customers.
Taking action
Working with you
Putting your safety first
Being flexible or going the extra mile
Providing extra support
Being proactive
Our commitment to you
If you're feeling vulnerable, we want to make sure the service you receive from Fidelity isn't compromised in any way. How?
If you need wider support with your financial situation, there are plenty of organisations ready and willing to help.
- MoneyHelper - is available for money and pension concerns
- Step Change, Turn to Us and National Debt Adviceline - can help with any debt-related issues
- Citizens Advice - is able to support on both money and debt queries
If you're looking to access your investments, please do call us. Please be aware that certain products - like pensions - have regulations surrounding how, why and when you can access them.
Moments when you might need more from us
Receiving an inheritance
Fidelity's bereavement process
Thinking about divorce
Having a baby later in life
How we helped our customer
We added extra protection to their account and suggested they put a will in place - to make their intentions clearer for when they pass. We also have a voice identification service for this type of situation.
How we helped our customer
As it takes a while for him to get ready in the morning and needs to leave his house at 4pm to see his wife, we know only to call between 10.30am to 3pm.
How we helped our customer
We organised regular calls to break the process up. This made it more manageable and easier for the customer to cope with.
How we helped our customer
With the customer's permission, we created a working party to help. Two weeks after the initial escalation we were able to tell the customer that the money was in their Fidelity account.
How we helped our customer
We changed their personal details securely and helped them withdraw funds to buy a car to safely take their children to and from school. Our customer service staff received regular awareness upskilling to ensure that everyone involved remained safeguarded throughout.
How we helped our customer
We made sure our Retirement Services Team called them back within 24 hours. The specialist helped them understand their options and made the necessary arrangements.
Our mission is to ensure that outcomes for those in vulnerable situations are the same as any other customers. So we’re particularly proud to have been recognised with the Boring Money Vulnerable Customer Support award.
Policies and important information
Accessibility | Conflicts of interest statement | Consumer Duty Target Market | Consumer Duty Value Assessment Statement | Cookie policy | Diversity, Equity & Inclusion | Diversity, Equity & Inclusion Reports | Doing Business with Fidelity | Investing in Fidelity funds | Legal information | Modern slavery | Mutual respect policy | Privacy statement | Remuneration policy | Staying secure | Statutory and Regulatory disclosures | Whistleblowing programme
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 an authorised financial adviser. Before opening an account, please read the ‘Doing Business with Fidelity’ document which incorporates our client terms. Prior to investing into a fund, please read the relevant key information document which contains important information about the fund.
This website is issued by Financial Administration Services Limited, which is authorised and regulated by the Financial Conduct Authority (FCA) (FCA Register number 122169) and registered in England and Wales under company number 1629709 whose registered address is Beech Gate, Millfield Lane, Lower Kingswood, Tadworth, Surrey, KT20 6RP.