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Mutual respect policy
We aim for perfection in everything we do, however, we recognise that there may be occasions when we fall short of your expectations. We understand that it can be frustrating if something has gone wrong, there has been delay, or when we are simply not able to offer the solution you require. We will always work to resolve these situations as quickly as possible.
We expect and actively monitor that our employees are courteous, understanding and respectful at all times in their communication with our customers and we expect our customers to be respectful of our employees.
We would not expect our employees to have to tolerate:
- Aggressive or threatening behaviour
- Personal verbal abuse
- Derogatory remarks
- Inflammatory statements or offensive language
- Remarks of a racial or discriminatory nature
In rare occasions that our employees are treated this way we may restrict the service we give to that customer. These restrictions can range from ceasing the call, permanent removal of the phone service or insisting the customer takes their business elsewhere/closes their account, and will be dependant on the severity of the issue.
Policies and important information
Accessibility | Conflicts of interest statement | Consumer Duty Target Market | Consumer Duty Value Assessment Statement | Cookie policy | Diversity and Inclusion | Doing Business with Fidelity | Fidelity gender pay report | Investing in Fidelity funds | Legal information | Modern slavery | Mutual respect policy | Privacy statement | Remuneration policy | Security | Statutory and Regulatory disclosures | Whistleblowing policy
Please remember that past performance is not necessarily a guide to future performance, the performance of investments 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. This website does not contain any personal recommendations for a particular course of action, service or product. 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. Before opening an account, please read the ‘Doing Business with Fidelity’ document which incorporates our client terms. Prior to investing into a fund, please read the relevant key information document which contains important information about the fund.
This website is issued by Financial Administration Services Limited, which is authorised and regulated by the Financial Conduct Authority (FCA) (FCA Register number 122169) and registered in England and Wales under company number 1629709 whose registered address is Beech Gate, Millfield Lane, Lower Kingswood, Tadworth, Surrey, KT20 6RP.
