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About your workplace pension

About your workplace pension

About your workplace pension Overview
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Your financial wellness

Your financial wellness Overview
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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. Want to chat? Call us on 0800 3 68 68 68 or email us at pensions.service@fil.com.

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.

Want to chat? Call us on 0800 3 68 68 68 or email us at pensions.service@fil.com.

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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

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.

Being flexible

A daughter with power of attorney for a parent living with dementia called to close her parent's account.

We helped find a solution

Providing extra support

A customer with a neurological condition tried to make a transfer, but struggled with the process.

We explored other ways to help

How we helped our customer

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.

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.

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?

  • Ease – We're making it easier for you to tell us about your needs.
  • Communications – We're making our website, email and letters as clear as possible so that you understand what we need you to do in response.
  • Sensitivity – We're treating your disclosure of any vulnerability respectfully, confidentially and sensitively.
  • Data – With your permission, we're using the data you provide to give you the help you need and improve our products and services.
  • Flexibility – We're working hard to make our products and services available through your preferred route - mobile devices, PC and Mac.
  • Help – We're always sure to tell you 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 Coronavirus pandemic).
  • Outcomes – We're testing outcomes for vulnerable customers to ensure they're as intended. And we're rectifying issues when we spot them.
  • Once – We’re working hard to make sure you only need to tell us once about something that affects you (no matter what part of Fidelity you belong to).
  • Capability – We're training our employees to have a greater level of awareness and understanding regarding vulnerable customers.
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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.

Want to chat? Call us on 0800 3 68 68 68 or email us at pensions.service@fil.com.

Life moment guides

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Preparing for children

Having a child is amazing, fulfilling – and challenging. We have some ideas to help you prepare your finances for the biggest (and best) change in your life.

Find out more
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Receiving an inheritance

An inheritance can be a mixed blessing. It’s an opportunity for the future, but also a reminder of what you’ve lost. We look at how to make decisions you’ll be comfortable with.

Find out more
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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.

Find out more
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Passing on Wealth

When you’re building your wealth it’s important to think about what happens once, you’re no longer around, so you can make sure your loved ones are looked after. Here are a few ideas to help.

Find out more

This information is not a personal recommendation for any particular investment, you are responsible for deciding whether an investment is suitable for you. In doing so, please remember that past performance is not a guide to future performance, the performance of funds 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. 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.
 

This website is issued by FIL Life Insurance Limited. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registered in England and Wales No. 3406905, Beech Gate, Millfield Lane, Lower Kingswood, Tadworth, Surrey, KT20 6RP. Fidelity, Fidelity International, the Fidelity International logo and the F symbol are trademarks of FIL Limited.

© FIL Limited 2024