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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.

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Practical support

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.

These services - or even a mix - could be helpful for other conditions too, so please contact us to discuss your specific needs.

Contact the team to find out more

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

A customer was concerned a family member would access their funds without their consent.

We added extra protection

Working with you

An elderly customer had physical health issues and needs to visit his wife in a care home daily.

We arranged to call at certain times

Putting your safety first

A customer needed us to change their contact details after they were forced to leave their home due to domestic abuse.

We acted swiftly and confidentially

Being flexible or going the extra mile

Due to serious ill health, a customer was struggling to deal with the paperwork they needed to access their pension.

We tailored our support

Providing extra support

A customer with a neurological condition tried to transfer a cash ISA to us, but struggled with the process.

We explored other ways to help

Being proactive

A customer's speech was impacted following a recent stage four cancer diagnosis. They needed additional support to help them make their first pension withdrawal.

We prioritised their request

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?

  • We give people the skills and tools to identify customers with additional support needs and respond appropriately
  • We will only use information disclosed to us by our customers to provide any additional support they require and they should only need to tell us about their situation once
  • We will escalate situations with customers in distress or disclosing sensitive and complex additional needs to ensure decisions are made flexibly and with experienced input
  • We will monitor outcomes for customers in vulnerable situations and take action to address any improvements needed to deliver consistent good outcomes
  • We will use data to inform our understanding of the needs and characteristics of vulnerability in our customer base when designing or reviewing our products and services
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Struggling financially?

If you need wider support with your financial situation, there are plenty of organisations ready and willing to help.

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.

Contact the team

Moments when you might need more from us

Receiving an inheritance

If you've been left an inheritance by a loved one, we understand that you want to do right by them. Our page has some useful information to help you make decisions that you'll feel comfortable with.

Receiving and investing an inheritance

Fidelity's bereavement process

There's so much to think about when someone you love passes. It can be an extremely sad, confusing and stressful time. Once you're ready, we’re here to help with any investments they held with us.

Help when an investor dies

Thinking about divorce

It’s not easy when a relationship falls apart but making the right decisions about a divorce can help you get to the other side. Here are some things to think about.

Divorce and finances

Having a baby later in life

There are many joys to having children later in life but there’s no doubt it can disrupt even the best-laid financial plans. We look at some of the financial considerations.

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.

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Boring Money Vulnerable Customer Support

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.

See our awards

Policies and important information
 

Accessibility | Conflicts of interest statement | Consumer Duty Target Market | Consumer Duty Value Assessment Statement | Cookie policy | Diversity, Equity & Inclusion | Doing Business with Fidelity | Diversity, Equity & Inclusion Reports | 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.

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