Extending a helping hand to vulnerable customers where we can.
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.
As well as lending an ear, our specialist teams are on hand to provide additional support. So, if you're having difficulty with your physical or mental health; have a terminal illness; are a carer, or have one yourself; need help understanding any documents we send or have difficulty filling out forms... get in touch to see how we can help.
Our extended client services team can also convert your documentation into one of the following formats.
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.
A customer was concerned a family member would access their funds without their consent.
An elderly customer had physical health issues and needs to visit his wife in a care home daily.
A daughter with power of attorney for a parent living with dementia called to close her parent's account.
A customer with a neurological condition tried to transfer a cash ISA to us, but struggled with the process.
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.
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 teamIf 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.
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.
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.
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.
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.
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.
While the daughter's details weren't registered with Fidelity, we were able to be flexible with our process as the customer's capabilities were limited and the amount in the account was small.
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.
Overview
