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Terms of business

The relationship between a client and a company is bound by an agreement called 'Terms and Conditions'. This is a legal agreement which needs to be read and understood by the client before proceeding with their investment.

Often referred to as the 'small print' we make this as readily available as the rest of the content of our website.

Fidelity Client Terms for investors with an adviser or intermediary

Our client terms set out how clients can purchase, redeem and switch investments both within and outside ISAs.

Terms of Business for Intermediaries

This document sets out the terms between advisers and Fidelity.


Details about our complaints procedure and public complaints data we publish.

Online terms for your clients

There are online terms for clients making an investment (Account Opening) and accessing their account through Account Management.

Mutual respect policy

We aim for perfection in everything we do, however, we recognise that there may  be occasions when we fall short of your expectations. We understand that 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 work to resolve these situations as quickly as possible.

We expect and actively monitor that our employees are courteous, understanding and respectful at all times in their communication with our customers and we expect our customers to be respectful of our employees.

We would not expect our employees to have to tolerate:

  • 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 in situations where this does happen we will take active steps to prevent future occurrences, including  where necessary, placing restrictions on the service we are able to offer. Examples of this could include permanent removal of a telephone service, up to closure of an account for a client, or termination of an agency for advisers.