Fidelity International is one of the UK's largest investment management groups. Through FIL Life Insurance - a Fidelity company - we administer investments on behalf of 335,815 members of Workplace Pensions and keeping them happy is our highest priority.

The table below shows how we handled feedback from customers between 1st January 2021 and 30th June 2021, who may have felt disadvantaged or inconvenienced when dealing with us.

Please take into account the scale of our business and our open approach when considering these statistics or making comparisons.

H1 2021

Opened

Per 1,000 Customer Accounts

Resolved

Closed within 3 days %

Closed > 3 days but within 8 weeks (%)

Upheld

Main Cause of Complaints

Decumulation,
Life &
Pensions

619

1.84

683

37.04%

53.88%

35.29%

General Admin and Customer Service

Please note that opened and resolved figures may not be the same. Complaints resolved at the beginning of each six month period are likely to have been opened in the previous period. Similarly, those opened at the end of the period are likely to be resolved in the following period.