OverviewTechnical matters
Technical matters
Tax planning opportunities for 2025/26 Replacement of the lifetime allowance Retirement Income Pension Forum The Platform Clinic Pension, retirement and tax planning Pensions tax relief and annual allowances The beneficiaries flexi-access drawdown conundrum Retirement and pensions training Personal tax and trust planning training
More support
Paraplanner technical hub
Paraplanner technical hub
Technical hub Retirement income Regulation, due diligence and compliance Training support
Supporting vulnerable clients
Protecting vulnerable customers, who may be at greater risk of harm is a key priority for the FCA. Here we present the FCA's guidance on the treatment of vulnerable clients along with examples of Fidelity's approach to supporting these customers.
The Consumer Duty has recently imposed additional rules and guidance on how vulnerable customers should be treated. In this video, Paul Richards talks to Andy Harrison, who is responsible for ensuring the fair treatment of vulnerable customers at Fidelity, about the practical steps advice firms can take to ensure good outcomes for these clients.
Below you’ll find details of support organisations that may be able to help any vulnerable clients you may have.
As they get older, there are more and more situations a client may need to plan for to ensure not only their protection, but that of their family too. It may be the case they are alone and just need a little bit of a friendly chat once in a while. The charities below can provide that helping hand for those later in life.
- Age UK (for older people who need help with money and legal queries, health and wellbeing support, care needs as well as work and learning help)
- Independent Age (a charity offering support and advice to older individuals and their families on issues such as care and support, money and benefits, health and mobility)
- The Silver Line (a free and confidential helpline for those aged 55 and over experiencing feelings of loneliness and isolation)
These charities can help should your clients need additional support:
- CRUSE (the UK’s largest bereavement charity who give emotional and practical support to those experiencing a bereavement)
- Child Bereavement UK (a UK charity that helps families, children and young people up to the age of 25 to rebuild their lives when a child grieves or when a child dies)
- The Good Grief Trust (for those who need ongoing support during a bereavement)
These charities can help should your clients need additional support:
- Macmillan Cancer Support (support and services for those living with cancer at every stage)
- Maggie’s (offering support to help affected individuals find a way to live with cancer)
- Working with Cancer (for individuals and employers where someone is returning to work at any stage of a cancer diagnosis or after cancer treatment)
- Children’s Cancer and Leukaemia Group (a charity who bring together childhood cancer professionals to ensure the best possible treatment and care for all children, teenagers and young adults)
We understand that at times clients may need support from a trusted family member or friend whether that be in accessing their account or understanding their paperwork. We have worked with many Powers of Attorney to ensure the communication process is smooth and clear. Carers requiring support may find the following charities helpful.
- Carers UK (for people who are carers and want to know more about their rights and the support options available to them)
- Carers Trust (a charity that recognises carers need to feel heard, valued and supported)
We understand those living with dementia and Alzheimer’s may need additional support. The following links below may also be helpful.
If you need to know more about applying a Lasting Power of Attorney to a client’s account, please visit our dedicated page on Power of Attorney & Court of Protection.
With more and more being done online, clients may feel like they are at risk of getting left behind. We have partnered with AbilityNet who are able to support clients in setting up their computer and learning how to use it.
If a client is going through domestic abuse, one of the below confidential support options may help:
With costs rising, some clients may be experiencing financial difficulties or even worried about how to manage their money. The links below may be of some help:
- MoneyHelper (divorce and separation)
- StepChange (debt charity)
- Turn2us (for people in financial need)
- Citizens Advice (benefits)
These charities can help should you have clients that need additional support:
- Mind (a charity who can provide advice and support to empower anyone experiencing a mental health problem)
- Mental Health Foundation (one of the leading charities that work with individuals to support mental health problems)
Some external charities that may be able to provide support to clients during their day-to-day living are listed below:
- Royal National Institute of Blind People (RNIB) (visual/sight impairments)
- Royal National Institute for Deaf People (RNID) (auditory/hearing impairments)
- Scope (practical and emotional support for those with disabilities)
- Mencap (supporting those with learning disabilities)
These charities can help should you have clients that need additional support: