In trouble? Here’s how Fidelity can help
CHRISTMAS, Hanukkah, the holidays… No matter what this time of year means to you, it isn’t always what it is meant to be for everyone.
In fact, there are all kinds of reasons why for many it is not the season to be happy. Maybe a loved one has passed away. There might be people or situations that you would like to avoid. You might have money or practicalities. Or, the doctors, therapists, and pharmacies you rely on may not be as accessible as usual. It is at these times that we are most vulnerable.
So we figured we would take the time to share a new page we’ve created for those times in your life (which will inevitably be the case) where you might benefit from some extra support if you invest with us. Visit the page of our vulnerable customers.
What we mean by “vulnerable customers”
You might be surprised at the breadth of the definition of a vulnerable customer. And while we have created a special page for vulnerable customers because it’s the right thing to do, it’s something the Financial Conduct Authority (FCA) keeps too. You can read more about why vulnerability is important to them here. Here are some of the times in your life when you might need to lean on us more than you normally would:
In the words of Andy Harrison, Leader of Our Vulnerable Clients, “We are all going to experience things in our lives that can have a profound effect on us, it’s normal. Sometimes we need help to complete tasks that are asked of us or to make decisions. That’s what it’s about. We want to help, wherever we can, to keep you going when the going is tough. “
This is what we do:
Vulnerable Customer Champions – our customer service team now has a number of specially trained Vulnerable Customer Champions. The support you receive will depend on your particular situation. If you are a caregiver, this may mean that you need us to call you only at certain times. If you are having difficulty filling out forms, we can work around this problem.
Extensive Customer Service Team – We also have a team that assists our visually impaired customers by converting any documentation from us into the following formats:
- Large print
- Audio CD
Our commitment to you
We don’t just talk about what we want to do, we take action. You can read our ten commitments to you here.
Help us help you
Please don’t suffer in silence. Call us confidentially on 0333 300 3350 to see what we can do. We cannot solve all of life’s problems, but we can listen with a listening ear. You can also visit our website.