We pride ourselves in providing a top-quality service. Should you be dissatisfied with the service you have received, we will gladly attend to your query. We value our customers’ feedback as this improves the quality of our service. We will endeavour to resolve any issues that you may be experiencing as efficiently as possible.
Our commitment to you is to:
- Ensure a professional experience, conducted by friendly and courteous staff;
- Treat customers fairly, openly and honestly;
- Provide and promote a high standard of customer service and monitor these standards continuously;
- Provide and promote products and services that meet customer needs, which are easy to understand and impart value;
- Maintain the confidentiality of our customer information (except where disclosure is required by law);
- Provide timely feedback and/or resolution that is clear, concise and accurate
There are three tiers which underpin Fidelity Group’s Customer Charter:
Relationship Management
Our customers are our greatest asset. We will always treat you fairly and honestly.
Professional advice & service
We seek to identify our customers’ business requirements by understanding thier unique needs and offering the most suitable products and services.
Transparency & Compliance
Fidelity Group are committed to offering a top quality service. Underpinned by openness, honesty and transparency.
We continuously work towards ongoing improvements. Any relevant enhancements to our processes and procedures will be incorporated into our Customer Charter accordingly. While we strive to uphold the standards outlined in this Customer Charter, this Charter is not intended to and does not create any legally binding rights or obligations.
Should you wish to lodge a query and/or complaint, please contact our dedicated Customer Service Department, who will advise on further steps to resolving your issue. If you are dissatisfied with the outcome of your complaint and/or query, we will escalate this matter internally. You may email the Customer Services Department at support@fidelity-group.co.uk.
We shall endeavour to resolve your concerns within a reasonable time frame, dependent on the complexity of the issue. Note that you will be given a reference number and will be kept up to date on the progress. Mailed letters will be acknowledged within five working days (upon receipt of a letter) and emails will be acknowledged within three working days.
In the instance where there is a more complicated complaint and/or query, more time may be needed to fully understand the nature of your complaint and/or query. Should this happen, we will inform you regarding the approximate length of time we will need and we will provide regular feedback.
If our Customer Services Department is unable to resolve your complaint, we will provide you with a Deadlock letter advising you on our final position. Thereafter, you have the right to contact the Energy Ombudsman.
Please take note of the important information below regarding the Complaint Handling Procedure (CHP).
- The deadlock letter is a 8 week process that consumers receive before escalating the complaint to Ombudsman Services.
- The CHP covers all details regarding all communication channels with consumers – email, phone, address.
- Ombudsman Services are impartial and the service is free for consumers.
Ombudsman Services Contact Information:
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF | Phone: 0330 440 1624 | Email: enquiry@ombudsman-services.org
Testimonials
What our customers have to say.
I used to be a customer of one of the major UK networks. Billing or tech queries took a hours of waiting. Each time I contact Fidelity Group they get back to me promptly with the answer. The service is impeccable.
Our preferred provider, Fidelity Group, came to our rescue. Other companies pretend to be the best but Cristian was not just a step ahead – he was miles ahead!! Thank you, Cristian, Thank you Fidelity Group!
We have been a customer of Fidelity for a number of years now and the service is always impeccable….SIM cards are sent out next day, which is extremely helpful for our fast-paced business. I would highly recommend working with Fidelity Group.
My old supplier took hours of me waiting on hold and I was never able to get a clear answer. Each time I contact Fidelity Group they get back to me promptly with the answer regardless if this is about billing, a technical issue, roaming. The service from Fidelity is impeccable.
We moved to Fidelity 2yrs ago. Moving to Fidelity was extremely simple and the saving was significant. The service received from you is amazing. You always deal with everything in the a professional manner responding to all queries in no time.
I have had difficulties using Horizon on my mobile and Carl has helped me to get the new hub connected with a lot of patience. Found out that my broadband provider had to give permission for connection as it wasn’t their hub I was using anymore. He has been very calm throughout.
I spoke with Carl after my system was down. He guided me through the problems and kept me informed. The follow up was excellent until the problem was resolved.
We recently changed from a standard broadband line to a leased line with Fidelity. It was installed within two months of signing (and that included the Christmas/New Year break), so much quicker than we expected. And it is far superior to our old line. A very efficient service.
Been a hosted telephony customer of Fidelity now for almost a year and be delighted with the service. The tech support is first class as you get a dedicated adviser to handle your case all the way through, which I love! I would definitely recommend.
Marco has helped a great deal on the problem and has helped to improve the services after discussion, some of which I did not realise were available. He kept in touch until we were fully happy.
Great company, helpful and always available when required.
Fidelity is an excellent telecoms provider. The levels of support we receive pre and post-sales are second to none.
In the Media
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If you’d like to find out more, why not call us now on 0800 840 6800 or simply fill in our contact form below and we’ll be in touch.
