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Improvements to customer security |
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In the coming months, we will be making some improvements to our security procedures that will help protect your clients’ accounts from identity theft. We will be introducing a new verification procedure for clients who call our Contact Centre. We will no longer be using existing methods of identifying and verifying customers (name, address, postcode, etc), but will instead use their unique Customer Reference Number (CRN) and a PIN. For an initial period, clients who call our Contact Centre will be asked to provide this new information. However, if they are unable to do so, existing security checks will be used. From early September 2008, all clients will need to provide us with their CRN before we are able to deal with their account inquiry. We will also make use of their PIN mandatory later this year. More details will be provided nearer the time. Finding a CRN and setting up a PIN An ISA client’s CRN can be found on their annual Statement and Valuation. If they have a Unit Trust / OEIC that is not within an ISA wrapper, their CRN will be on the Welcome letter they received when they first invested. If a client cannot find their CRN, they should call our Serviceline on 08457 44 66 00 and we will send them a letter with a reminder. Clients can set up their PIN through our website at www.fidelity.co.uk or via PhoneXpress by calling 0800 41 41 24. In both cases, they will need to provide their CRN and account number to set up their PIN. If a client has forgotten a PIN they originally set up online, then they can reset it on our website. If set up via PhoneXpress, they should call us on 08457 44 66 00 and we’ll reset it for them. For queries relating to these improvements to customer security, please call our BrokerLine on 0800 41 41 81. We have produced a guide for clients on the improvements, a copy of which is below.
*PDF format - you will need Adobe Reader to view this. |
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