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About your workplace pension

About your workplace pension

About your workplace pension Overview
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Grow and manage your pension

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Grow and manage your pension Overview
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Accessing your savings Overview
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Your financial wellness

Your financial wellness Overview
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Get more help externally Get more help with guides and videos Get support with big life events

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.

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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.

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.

Video Relay Service

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

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.

We acted swiftly and confidentially

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.

How we helped our customer

We changed their personal details securely and helped them withdraw funds to buy a car to safely take their children to and from school. Our customer service staff received regular awareness upskilling to ensure that everyone involved remained safeguarded throughout.

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.

We tailored our support

Providing extra support

A customer with a neurological condition tried to transfer a cash ISA to us, but struggled with the process.

We explored other ways to help

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.

We prioritised their request

How we helped our customer

We organised regular calls to break the process up. This made it more manageable and easier for the customer to cope with.

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.

How we helped our customer

We made sure our Retirement Services Team called them back within 24 hours. The specialist helped them understand their options and made the necessary arrangements.

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?

  • We give people the skills and tools to identify customers with additional support needs and respond appropriately
  • We will only use information disclosed to us by our customers to provide any additional support they require and they should only need to tell us about their situation once
  • We will escalate situations with customers in distress or disclosing sensitive and complex additional needs to ensure decisions are made flexibly and with experienced input
  • We will monitor outcomes for customers in vulnerable situations and take action to address any improvements needed to deliver consistent good outcomes
  • We will use data to inform our understanding of the needs and characteristics of vulnerability in our customer-base when designing or reviewing our products and services
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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
Boring vulnerable customer support 2024

Boring Money Vulnerable Customer Support

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.

Policies and important information
 

Accessibility | Cookie policy | 2023 Corporate Sustainability Report | Diversity, Equity & Inclusion Reports | Financial crime | Governance | Legal information | Modern slavery statement | Privacy statement | Regulators and regulatory disclosures | UK tax strategy | Whistleblowing programme
 

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 2025