How we handle complaints
The procedure outlined below applies to all complaints, whether they are received over the phone, by letter or email:
Acknowledging your complaint
We will acknowledge your complaint in writing within five working days of receiving it. If we receive a complaint outside of normal working hours, it is treated as if it had arrived at the start of the next working day. In some cases, five working days may be enough for us to investigate and provide you with a full written response within your acknowledgment letter.
Complaints that need further investigation
If we do not reach a decision in time to include it in your acknowledgement letter we will continue to investigate, in order to find out:
- What’s gone wrong
- Whether our service has fallen below the standard we strive to achieve
- What needs to be done to put things right
We will write to you again within four weeks. If we cannot give you the results of our investigation, our letter will explain why we are not yet in a position to do so and tell you when we will contact you again.
In the unlikely event that we have not finished investigating your complaint eight weeks after we receive it, we will send you a further letter to:
- Explain why we have not been able to reach a decision
- Let you know when you can expect our final decision
- If appropriate, tell you how you can refer your complaint to an ombudsman should you be unhappy about the delay
When we send you a letter to say we have dealt with your complaint, we will give the reasons for any decision that we have come to. If you are not happy with our response, you may be entitled to refer your complaint to one of the relevant bodies shown below:
Financial Ombudsman Service
Exchange Tower, 183 Marsh Wall, London E14 9SR, Helpline: 0800 023 4567 or 0300 123 9123
The Pensions Ombudsman
10 South Colonnade, Canary Wharf, London E14 4PU, Email: firstname.lastname@example.org, Helpline: 0800 917 4487
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