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.
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.
BSL video interpreter
If British Sign Language is your first or preferred language you can contact us using a live BSL video interpreter.
We can connect you instantly with interpreters through InterpretersLive! A free online service provided by a company called SignSolutions . You don’t need to book calls in advance: you can talk to us through InterpretersLive! any time between our normal office hours Monday to Friday.
There may be times where we need to speak to you, so to arrange this we will provide your email address to InterpretersLive! to send you an email arranging a date and time for you to contact us.
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.
Working with you
An elderly customer had physical health issues and needs to visit his wife in a care home daily.
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.
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.
Providing extra support
A customer with a neurological condition tried to transfer a cash ISA to us, but struggled with the process.
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.
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?
If you need wider support with your financial situation, there are plenty of organisations ready and willing to help.
- MoneyHelper - is available for money and pension concerns
- Step Change, Turn to Us and National Debt Adviceline - can help with any debt-related issues
- Citizens Advice - is able to support on both money and debt queries
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
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.
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.
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.
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.
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.