• Client terms
  • Mutual respect policy

About Fidelity

Mutual Respect Policy

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.

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