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

We can't promise we've got all the answers to life's problems, but we can promise to listen and deal with your 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 you, if you let us know you need it.

You can contact our vulnerable customer champions over the phone, by secure message or post. You can even meet someone face-to-face at our Investor Centre in London. Want to chat? Find out how here.

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.

Contact the team to find out more

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). Here are some real life scenarios where we've been able to flex our services to support our customers.

Taking action

A customer was concerned a family member would access their funds without their consent.

Working with you

An elderly customer had physical health issues and needs to visit his wife in a care home daily.

Putting your safety first

A customer needed us to change their contact details after they were forced to leave their home due to domestic abuse.

Being flexible or going the extra mile

Due to serious ill health, a customer was struggling to deal with the paperwork they needed to access their pension.

Providing extra support

A customer with a neurological condition tried to transfer a cash ISA to us, but struggled with the process.

Being proactive

A customer's speech was impacted following a recent stage four cancer diagnosis. They needed additional support to help them make their first pension withdrawal.

Our commitment to you

If you're feeling vulnerable, we want to make sure the service you receive from Fidelity isn't compromised in any way. How?

  • Ease – We're making it easier for you to tell us about your needs.
  • Communications – We're making our website, email and letters as clear as possible so that you understand what we need you to do in response.
  • Sensitivity – We're treating your disclosure of any vulnerability respectfully, confidentially and sensitively.
  • Data – With your permission, we're using the data you provide to give you the help you need and improve our products and services.
  • Flexibility – We're working hard to make our products and services available through your preferred route - mobile devices, PC and Mac.
  • Help – We're always sure to tell you where more help is available.
  • Impact – We're doing our best to think through what the impact is on vulnerable customers when dealing with unprecedented market events (such as the Coronavirus pandemic).
  • Outcomes – We're testing outcomes for vulnerable customers to ensure they're as intended. And we're rectifying issues when we spot them.
  • Once – We’re working hard to make sure you only need to tell us once about something that affects you (no matter what part of Fidelity you belong to).
  • Capability – We're training our employees to have a greater level of awareness and understanding regarding vulnerable customers.

Struggling financially?

If you need wider support with your financial situation, there are plenty of organisations ready and willing to help.

If you're looking to access your investments, please do call us. Please be aware that certain products - like pensions - have regulations surrounding how, why and when you can access them.

Contact the team

Moments when you might need more from us

Receiving an inheritance

If you've been left an inheritance by a loved one, we understand that you want to do right by them. Our page has some useful information to help you make decisions that you'll feel comfortable with.

Fidelity's bereavement process

There's so much to think about when someone you love passes. It can be an extremely sad, confusing and stressful time. Once you're ready, we’re here to help with any investments they held with us.

Thinking about divorce

It’s not easy when a relationship falls apart but making the right decisions about a divorce can help you get to the other side. Here are some things to think about.

Having a baby later in life

There are many joys to having children later in life but there’s no doubt it can disrupt even the best-laid financial plans. We look at some of the financial considerations.


Boring Money Vulnerable Customer Support

Our mission is to ensure that outcomes for those in vulnerable situations are the same as any other customers. So we’re particularly proud to have been recognised with the Boring Money Vulnerable Customer Support award.

See our awards