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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 employees might feel vulnerable during their lifetime - from dealing with their health issues or a loved one's (such as dementia), to bereavement, divorce, financial hardship or even domestic or financial abuse.    

At Fidelity, we can't promise we've got all the answers to life's problems, but we can promise to listen and deal with their 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 employees, if they let us know they need it.

Making it easy for our customers

We record any additional support need or vulnerable situation disclosure so that we can identify and provide additional support that your employees may require. We can mark our member records so that our associates can assist, for example, with documents in braille or larger font, or if they find it easier if we spoke more slowly when they call our contact centre. 

This approach enables us to anticipate your employees’ needs and we can act proactively and offer a more inclusive service. It also stops employees needing to repeat their circumstances every time that they contact us. However, we will only record any specific health diagnosis if your employees give their explicit consent.   

Watch our video to learn more about how we support vulnerable customer needs.

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).  

Hear from our vulnerable customer champions with some real-life scenarios* where we've been able to flex our services to support our customers. 

*Our vulnerable customer champions are describing real-life client scenarios. You may find the content of a sensitive nature.

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Vulnerable customer champion John

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Vulnerable customer champion Sophie

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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. 

If your employees need any additional support, they can call us on 0800 3 68 68 68 in the UK or +44 1737 838 585 from overseas. Our lines are open Monday to Friday from 8am to 6pm.

Our commitment to you

If your employees are feeling vulnerable, we want to make sure the service they 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 employees need wider support with their financial situation, there are plenty of organisations ready and willing to help.

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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