Customers repeatedly praise Fidelity advisers for patience, clear explanations, and fast fixes. Many reviews mention staff by name and describe calls as polite and thorough. One review stands out for reporting a website outage that blocked account access and criticising the lack of updates. Few comments mention pricing or value.
Examples from available reviews (Dec 2021 – Feb 2026).
Staff were very helpful and patient.
“Very helpful and patient”
Helpdesk staff persisted and resolved a complex systems error.
“was the best contact support from any organisation that I have experienced for many years.”
Platform outage prevented account access and lacked communication.
“the website would not load your accounts”
Customer praised clear, flexible retirement package and helpful guidance.
“Everything was clear, flexible and with no hidden surprises.”
Many reviewers name advisers and describe patient, knowledgeable help. They report issues being fixed, including login problems, account amalgamations, and complex system errors. A small number rate service a bit lower, but still describe staff as helpful.
Pricing and value come up only rarely. One reviewer praises a clear, flexible retirement package with no hidden surprises. No other reviews mention fees, returns, or long-term value.
Most user-experience comments focus on phone or helpdesk support that walked customers through problems. One strongly negative review describes a website outage that prevented account access and says updates were not provided in time. Platform reliability appears to be a rare but high-impact issue.
Few reviews discuss product features or investment performance. Some service stories mention account administration, such as amalgamation and accessibility support. Overall, reviewers focus more on the people helping them than on the products.
Reviewers often highlight clear explanations and step-by-step guidance from advisers. Named staff get credit for patience and thorough answers that made complex topics easier to understand. The outage review specifically criticises poor communication during the incident.
Most reviews are strongly positive, especially about support and problem-solving. One severe usability complaint sharply contrasts with the otherwise high ratings. The feedback shows strong day-to-day support alongside a single digital failure that affected trust.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Staff were very helpful and patient.
“Very helpful and patient”
Exavier answered the query and explained the new system.
“Very helpful call with Exavier who answered my query”
Gus quickly handled requests kindly and made the process easy.
“he was kind, engaging and listened to me”
Sunish provided courteous and helpful service.
“Very courteous and helpful service from Sunish.”
The reviewer experienced good service from the company.
“Good service”
Staff showed patience and clarified the customer's misunderstanding.
“Patience was very much in evidence even when I could not understand what I was being told.”
Ola helped sort a long-standing account amalgamation successfully.
“Ola did a splendid job.”
Cody was expert and provided clear, encouraging explanations.
“Cody was an expert and his explanations were clear and encouraging”
Helpdesk staff persisted and resolved a complex systems error.
“was the best contact support from any organisation that I have experienced for many years.”
Ola, a customer support member, was very helpful.
“Ola, one of the customer support members was very helpful.”
Staff were patient and solved the problem despite sound difficulties.
“was very patient, helpful and sorted out my problem”
Raymond provided great information that clarified everything.
“Great information from Raymond made everything clear during conversation.”
Rachael handled the transaction professionally and without hassle.
“Rachael was very professional, thorough and very patient.”
The representative knew her subject and explained clearly.
“The lady knew her subject and explained things very clearly”
Jasper patiently provided detailed responses to all questions.
“Jasper was very patient and took time to give me detailed responses to all my questions. Excellent customer service.”
Joshua expertly guided the reviewer through login issues patiently.
“He was very friendly, helpful, patient and expertly guided me through the problem”
Advisers were very helpful and answered all questions.
“The Advisers was very helpful and was able to help me with all my questions.”
Staff efficiently dealt with the request in a polite manner.
“Efficiently dealt with my request in a polite way.”
Customer service demonstrated excellent knowledge, patience and help.
“THE KNOWLEDGE, PATIENCE AND HELP THROUGHOUT WAS EXCELLENT”
Reviewer praises the customer service and thanks for support.
“Fantastic customer service thank you for all your support”
Helpful support from Peter resolved a complex issue.
“Great customer support from Peter.”
Edina was professional and kind despite trade delays.
“Edina was really professional and kind.”
All questions received very clear answers from staff.
“I got very clear answers to all my questions”
Muhammed resolved issues quickly with efficient, painless service.
“Made the whole process very easy and pain free.”
Rachel handled the query speedily with a friendly approach.
“Rachel dealt with my query with a friendly approach”
Ola was personable, patient and professional on the call.
“Ola was personable, patient and professional”
Call was answered quickly and the query resolved efficiently.
“Answered the call quickly and resolved the query efficiently.”
Ola resolved account issues quickly despite long wait time.
“sorted out some issues with my account quickly and efficiently.”
Reviewer found the service very helpful.
“Veryhelpful”
Rachel provided amazing service despite a short hold.
“Rachel was amazing.”
The customer's request was handled swiftly by staff.
“My request was handled swiftly.”
Ola provided patient, essential and insightful help with accessibility.
“Essential and patient help through an accessibiity issue.”
Customer service were very patient and helpful.
“Very patient and helpful customer service.”
Calls were answered courteously and competently on two occasions.
“my queries were answered with courtesy, competence, and understanding of my situation.”
Michale was pleasant and explained payment timing clearly.
“Michale was pleasant, polite and helpful throughout.”
A polite, efficient staff member resolved the query quickly.
“Helpful, polite and efficient member of staff”
The representative was clear and helped walk through everything.
“The lady I spoke to was very clear and helpful, walking me through everything with ease”
Mark Cahill was patient, friendly and professional on the call.
“Mark Cahill had so much patience”
Platform outage prevented account access and lacked communication.
“the website would not load your accounts”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Fidelity is a financial services firm offering investment management, retirement solutions, and brokerage services. It provides mutual funds, exchange-traded funds (ETFs), and workplace pension schemes, including self-invested personal pensions (SIPPs) in the UK. Fidelity runs online trading and account platforms for retail and institutional clients, supported by customer service and advisory teams. It also provides financial planning, portfolio management, and workplace savings services across multiple markets.