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Public complaints information

Public Complaints Data

Fidelity International is one of the UK's largest investment management groups. Through Financial Administration Services Limited (FASL) - a Fidelity company - we administer investments on behalf of 864,832* UK Customer Accounts and keeping them happy is our highest priority.

The table below shows how we handled feedback from customers between 1st January 2020 and 30th June 2020, who may have felt disadvantaged or inconvenienced when dealing with us.

Please take into account the scale of our business and our open approach when considering these statistics or making comparisons.

H1 2020 Opened Per 1,000 customer accounts Resolved Closed within 3 days % Closed > 3 days but within 8 weeks (%) Upheld Main cause of Complaints
Investments 1924 2.49 2412 3% 59.8% 59.1% General Admin/Customer Service
Decumulation, Life & Pensions 878 9.69 1186 3% 60.5% 71.2% General Admin/Customer Service

Please note that opened and resolved figures are never exactly the same. Complaints resolved at the beginning of each six month period are likely to have been opened in the previous period. Similarly, those opened at the end of the period are likely to be resolved in the following period.

FASL is Fidelity's ISA manager, and the administrator of FundsNetworkTM. The company makes it possible for customers to invest with other Fund Managers in a single consolidated account. It also allows customers to hold funds, including Fidelity's own, within an ISA. It is the distributor of Fidelity's funds, and those of our fund partners, it is not a fund manager.

FASL deals with customers through several distribution channels, and markets funds directly to investors, as well as through intermediaries such as Independent Financial Advisers. It trades under the brand names Fidelity Personal Investing, FundsNetwork and Fidelity International.

* Based on 774,225 UK Investment Accounts and 90,607 UK Pension Accounts, as at 30th June 2020.

Making a complaint

We pride ourselves on both our service and our products, so we take any complaints very seriously and will always do our utmost to resolve any issues as quickly as we can. You can find out more about the process below.

Mutual Respect

We aim to provide the best possible service at all times however; we recognise that there may be occasions when we fall short of your expectations. We understand 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 do our best to resolve these situations as quickly as possible.

We actively monitor calls for quality purposes to ensure our staff are courteous, helpful and respectful in their interactions with our customers.

Equally we ask our customers to be respectful of them. We will not accept:

  • Aggressive or threatening behaviour
  • Personal verbal abuse
  • Derogatory remarks
  • Inflammatory statements or offensive language
  • Remarks of a racial or discriminatory nature

While rare, treating our staff in this way is not acceptable and we will take active steps to prevent future occurrences, including where necessary, placing restrictions on the service we are able to offer. 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 dependent on the severity of the issue.