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Public complaints data

Complaints received and resolved by Financial Administration Services Ltd

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 1,129,581* UK Customer Accounts and keeping them happy is our highest priority.

The table below shows how we handled feedback between 1st July and 31st December 2023, from customers who may have felt disadvantaged or inconvenienced when dealing with us.

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

H2 2023 Opened Opened per 1,000
Customer accounts
Closed Closed within
3 days
Closed > 3 days but within
8 weeks
Upheld Main cause of Complaints








Other general admin / customer service

Decumulation, Life & Pensions







Other general admin / customer service

Please note that opened and closed figures are unlikely to be the same. A complaint can be opened in one six-month period and closed in a following period.

FASL is Fidelity's ISA manager, and the administrator of Fidelity Adviser Solutions. 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, Fidelity Adviser Solutions and Fidelity International.

* Based on 976,328 UK Investment Accounts and 153,253 UK Pension Accounts, as of 31st December 2023.