Overview
Financial wellness
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Our expert insights
Our expert insights
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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.
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.
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.
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.
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?
If employees need wider support with their 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