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Help & Support
What can we help you with today?
Popular questions
How do I log in to my account?
Go to Workplace Pensions website and click on the 'Login' button in the top right-hand corner of the webpage.
If you are logging in for the first time, click the 'Register for Planviewer' link and enter the required details to set up your username and password. You will need your Fidelity reference number for registration, which can be found in any statement or letter received from us.
For more detailed and step-by-step information, please refer to our 'How to register for PlanViewer guide'.
Please note, you will need to know your Fidelity reference number to retrieve your username. You can find this on one of your annual statements or any letter you have received from us.
If you can’t remember your password, we can’t tell you what your password was or give you a reminder, so you will need to set up a new one.
More information can be found on our ' How to register for PlanViewer guide', ' How to reset your password guide', and our ' How to find you username guide'.
What should I do if I need extra help?
Our mission is to ensure that all our customers receive the right level of support. If you consider yourself to be vulnerable or that you have additional needs we should be aware of, please call us and we will do our best to support you.
We can provide additional support if you need help because of the following:
- Sensory impairment
- Physical or mental health needs
- Terminal illness
- You are, or have, a carer
- If you need help understanding a letter we’ve sent or you need documents in alternative formats such as large print
- You have difficulty filling out forms
Can you help me read your documents easier?
We can convert documents to large print or dyslexic-friendly fonts for those who find it difficult to read them. We can also convert documents to either Braille or Audio CD for members who are blind.
Please call us to register for any of these services.
Please note we can only supply application forms in their usual format for these to be processed correctly. Some marketing inserts will also not be sent in an alternative format.
Where can I see all the funds I can invest in through my pension?
Log in to PlanViewer, then go to ‘Manage my plan’ and select ‘Explore funds and prices’. You’ll see a list of all the funds available through your plan – click on the name of a fund to see more information about it. The list also shows each fund’s most recent unit price. You can see what the price was on any other date by using the As at box just above the fund list.
On this page you can also download a 'Fund Identifier Report', which lists all the funds available through your plan, along with any ‘underlying’ funds they invest in. The ISIN or fund code for each underlying fund is also shown, which will enable you to find out more information about it online. An asterisk appears next to the name of any fund you hold in your account.
If you want to see how funds have performed over time, log in to PlanViewer, then go to ‘Manage my plan’ and select ‘Compare funds performance’. This tool allows you to compare the prices of up to seven funds over periods ranging from a month to 10 years.
How can I set up a Power of Attorney?
Help setting up a Power of Attorney can be found here. To set up a Power of Attorney on your Fidelity account, we’ll need to see an original or originally certified copy of the original document.
The address to send this to is:
Fidelity Pensions Management
Beech Gate
Millfield Lane
Tadworth
Surrey
KT20 6RP
Please note that a Power of Attorney can:
- Provide dealing instructions on your account (switching, adding money, and selling investments)
- Discuss your account(s) with us, and
- Request copies of reporting documents, such as statements
- Receive online access to your account with your permission to use your login details, though this isn’t something we recommend
How do I transfer another pension to Fidelity?
You can transfer most pensions to your current workplace pension if your plan allows it. There are no Fidelity charges for transferring other pensions to us, but you should check with your other provider in case they do charge.
Once you have read the important information and have made the decision to transfer, you can do this in PlanViewer. Log in and go to 'Manage my plan' on your home page, then select 'Transfer other pensions to Fidelity'. You will need the reference number of the plan you want to transfer. Depending on your current provider, you may also need to submit paperwork.
It’s important to understand that pension transfers are a complex area and may not be suitable for everyone. Before going ahead with a pension transfer, we strongly recommend that you undertake a full comparison of the charges, features and services offered. Any protected or guaranteed benefits attached to your plan will be lost on transfer.
If you are considering transferring a pension from overseas, we strongly recommend that you seek advice from an authorised financial adviser to ensure the transfer is suitable for your circumstances and avoid any possible unforeseen tax implications or pension fraud.
For more information, go to Moving your pension.
How do Fidelity’s funds work?
The funds your pension contributions are invested into have been selected by your employer (or Pension Scheme Trustees) and their consultants from a wider range provided by FIL Life Insurance Limited (FIL Life).
Each FIL Life fund is invested in one or more underlying funds managed by Fidelity or other third-party fund providers. For example, the Fidelity BlackRock US Index Fund is a fund that’s 100% invested in the BlackRock ACS US Index Fund.
The key thing to remember though is your policy is issued by FIL Life so, though FIL Life funds invest in underlying funds, you are only invested in FIL Life funds.
FIL Life funds are usually priced once each business day on a forward pricing basis, so the price at which units are bought and sold is calculated at the fund’s next pricing point, normally the next business day. For example, we won’t know what Monday’s unit price is until Tuesday.
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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.
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