Fidelity www.fidelity.co.uk

I opened a SIPP account for my wife to test the platform and then opened a personal SIPP and transferred in a significant sum. Part of the attraction was the cashback Fidelity offered and during the long process everytime I spoke to Fidelity I was reassured the cashback would be paid. It then transpired the Cashback offer lapsed for 2 weeks and was reintroduced in late march but they deemed my account was opened during the lapse period so would honour the offer. I decided to not invest and opened a complaint for them to review the conversations which verified I had not been told it would not be honoured but they still refused to pay the cashback offer even when the promotion is still running today! I escalated and after another 10 days of waiting and loosing gains in the market through not being invested pending the decision they again said NO. I decided to close the account and move to TD but now they have decided to hold up the transfer for 10 working days whilst a minuscule amount of £71 clears their systems. I demanded they transfer the bulk which has been in cash all these weeks but they refused, I asked for a customer service director to call me back but nothing.

My conclusion is therefore: Ineffective management who do not review complaints and make poor decisions. No suitable escalation process. SIPP tax is only credited 4-6 weeks after net payments are received yet other like L&G credit it instantly, no visible customer charter, do not honour their verbal commitments, dishonestly hold back funds.

The whole episode has taken weeks with me out of the market loosing money whilst equity index's increased. I cannot believe how such a large investment organisation imparts such an uncaring and dishonourable attitude to their new wealth customers and whilst I never write up reviews on companies I have been compelled to do so on this occasion. My family and friends will be steering well clear of Fidelity.

Quite happily took £15240 pounds from me and then did not give me any account. Did send an e mail with a dead link. When I called about this got someone, obviously on an internet phone due to the poor quality of the sound, who could only tell me "the system is slow and sometimes does this".

So where is my £15240, nobody's sure but the bank is sure it has been taken out of my account.

I think they need to revisit how a customer would feel having signed up for an account and given them £15240 to find out nobody knows where the money has gone and that they have no account. Please, think before you introduce an online service. Fidelity is the Yahoo of the investing world.

I closed my ISA online on the Fidelity website in January or so I thought. I ticked the appropriate box to sell all holdings but Fidelity in their wisdom failed to sell everything. When I received a letter in May saying I would have to pay the investor fee in August I logged into my account to find there was still some money in there. I rang saying I had closed the ISA and wanted the remaining money and the ISA to be closed. I was told to write a letter which I duly did believing that was the end of it. Two weeks ago I had an email from them saying I had a private document. As I was unable to access the document online I rang again to be told I had 2p in the account. I was told I could donate the 2p to charity thus emptying the funds but they are unable to close the ISA for 6 years!!!! saying it has to be kept open should I wish to put money in again. I said this is not going to happen because I have no faith in them. It appears once they have you they certainly aren't going to let go.

Fidelity customer services are fine but as a company they are very poor. Their Service Fees are paid via the compulsory sale of shares from your highest value holding. Despite promising for over two years now,too many customers,that they will introduce a system that will allow the Service Fee to be paid via a cash source if a customer prefers,this still has not been actioned. Unbelievably they do not seem to have any project plan in place with dates for completion. Unacceptable for a big multi national company.

My son and I are dual nationals. We are both UK and USA citizens. I have lived in and been resident of the UK since 1974 and my son has lived in and been resident of the UK since birth.

In 2006, I took out an ISA with Fidelity. Now, they tell me to take my money and get out of their organisation because I am a dual national – “A US person”. My son wanted to open an ISA with them and has been told the same thing – they refuse to allow him to open an ISA account as he is “A US person”.

The UK Government clearly states that ISAs are available to anyone who is resident in the UK, regardless of nationality.

Therefore, by discriminating against USA citizens and discriminating against dual nationals who are both UK and USA citizens and reside in the UK, Fidelity is breaking the law.

I asked them for their rationale for breaking the law and they refused to answer the question.

Do you remember the days of signs saying “No dogs and No Irish”? This sign says “No Americans”.

I refuse to be ashamed or to hide the fact that my son and I are dual nationals. We are honest people who have not committed crimes. We have done nothing wrong.

Fidelity UK and other organisations taking this position deserve to be sued for discrimination, punished, and to give compensation to victims of their discriminatory, racist behaviour.

Please, please don't make the same mistake as me and deal with these people. They do not care and will be honour there errors.

I converted all of my funds before 8am on 21/8/2016 to cash as the market was not performing well. As some of you may be aware the market completely fell apart on this Friday and the following Monday. I rang Fidelity on the Tuesday to ensure my funds had been sold on the Friday as requested. They said NO you will get today's price. That's days price was £10,000 less than the value on the Friday. I asked what had happened. "Your standing order hadn't cleared so we couldn't sell". That's strange I said my standing order was only for £1,000 and it went through on the 10th August, its' not the 25th and it hasn't cleared? So why didn't you sell £141,000 of my shares and left the £1000 to transfer later. So I raised a complaint to get my £10,000 back and guess what all I get is other excuses and a flat no, with the "System says no".

I could go on, but I have already had one heart attack and don't need the stress of getting wound up by going on!

So please, please, please use someone else who cares and who does the job of looking after your money.

Within the past 12 months they've managed to purchase the wrong fund (even though done on-line), taken months to correct it with no explanation of how any correction was applied, taken fees from the wrong account, used the wrong account for drawdown, not followed through a formal complaint (customer service rep "Oh, I'm not handling that any more"). They clearly have issues with multiple computer systems trying to talk to each other with occasional gaps in information, not just on the SIPP but also on the ISA accounts (either mine or my wife's). On-line questions or queries go unanswered or are skirted around. If you use their secure messaging keep a copy of what you wrote as they do not have an "outbox" so you only see your query if they bother to respond.

Instead of spending my time focussing on which investments I am increasingly spending time fighting the system which is providing for my retirement. Spend your platform fees elsewhere.

I've held off going public but an incorrect sale of funds today is a final straw.

I have just received a statement. The return I had is nothing less than diabolical.

I know the markets have been slow until recently, but the return does not reflect the upturn of a few months ago. I might just have well put my money under the mattress!!!

I have used the Fidelity supermarket for a few years, it is indeed slow at times and takes some time to learn to navigate. To just check my fund prices i use the HL site which is so much quicker. On the plus side the helpline is superb with operators extremely helpful and pleasant however trivial the enquiry-well done

I took out a Fidelity Personal Pension Sipp provided by Standard Life pre-2010, as all marketing literature, key features docs etc clearly stated free annual administration charge/fee (other than the annual fund management charge, as applied by funds (chosen from over 1200 funds) I selected, but taken by each particular fund manager before the daily fund unit price is published). As well as the key offer docs I still have a copy of a newspaper advert they placed at the time - it says "current special offer: no charges for this pension plan wrapper for life". They increasingly post all manner of marketing literature to me with application forms for ISAs, pension products even though I have one already, and in 2011 a letter apologising for a previous letter stating the fees would increase from January 2012. It went on to state "...there are no set-up fees, administration charges or initial fund charges and it is our intention to keep it that way."

Imagine my surprise when this year they advise me they will now charge me an annual management charge of 0.35% (by removing actual units). This they say is based on the availability of 'clean' lower cost funds whose unit prices will therefore be higher than the 'bundled' version of those funds that I'm currently invested in. The fact is however, I've observed over the years that fund managers' fund charges (individually and on average as a group)are not fixed and for many, at times have been both higher and/or lower than currently, ie they tend to change. Bottom line is my arrangement with Fidelity was that they will never themselves levy a charge on my funds, and this has been the actual in practice (ie they've never removed units from my funds), but now they want to change a fundamental part of that agreement by charging a fee (0.35% / year) which is unacceptable. Over time I've noticed they interchange the words "administration", "service", "management" when paired with the words "annual" and "charge" seemingly whenever they fancy, presumably to create confusion, although the newspaper add said "no charges for this pension plan wrapper for life" which seems pretty clear to me!