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 845,826* UK Customer Accounts and keeping them happy is our highest priority.

The table below shows how we handled feedback from customers between 1st July 2019 to 31st December 2019, who may have felt disadvantaged or inconvenienced when dealing with us.

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

H2 2019 Opened Per 1,000
customers accounts
Resolved Closed within
3 days %
Closed > 3 days but within
8 weeks (%)
Upheld
(%)
Main cause of Complaints

Investments

1520

1.99

1745

2.75%

43.7%

61.5%

General Admin/Cust Service

Decumulation, Life & Pensions

912

11.01

919

2.39%

24.3%

68.6%

General Admin/Cust Service

Please note that opened and resolved figures are never exactly the same. Complaints resolved at the beginning of each six month period are likely to have been opened in the previous period. Similarly, those opened at the end of the period are likely to be resolved in the following period. The parameters of the information included within the table above are different to previous reporting periods.

FASL is Fidelity's ISA manager, and the administrator of FundsNetworkTM. 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 in its own right.

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, FundsNetwork and Fidelity International.

* Based on 763,003 UK Investment Accounts and 82,823 UK Pension Accounts, as at 31st December 2019.