Covid-19 Faqs - Frequently Asked Questions

We've put together responses to the frequently asked questions we receive below. If you can't see the answer to your question, please email us at and a member of the team will get back to you.

Frequently Asked Questions


Why Choose Fideliti?
  • Experts in transitions from other providers
  • Fully managed service as standard
  • Competitive management fee
  • 2 types of childcare vouchers
  • Freephone customer care line
  • Personal & fully flexible approach


News :

Christmas and New Year Opening Hours 2022

Please see our opening hours during the festive period


We're Moving!

We are moving offices.


Online Childcare Voucher Amendments/Cancellations

You are now able to amend or cancel your childcare vouchers via our website.


Tax-Free Childcare Update - October 2018

Further to our ongoing updates regarding the roll out of the new Tax-Free Childcare Scheme (TFC), this is to confirm that the Childcare Voucher Scheme (ESC) closed to new joiners on the 4th October 2018.


September 2018 Update

Further to our previous communications, the Childcare Voucher Scheme is due to close to new joiners from the 4th October 2018.


Closure of Childcare Voucher Scheme Extended

Further to our ongoing communications regarding the rollout of the new Tax-Free Childcare Scheme (TFC), you will already be aware that the existing Employer Supported Childcare (ESC) voucher scheme was due to close to new joiners


Mobile App Update - July 2017

We've recently made some improvements to our mobile app.


Telephone Issues

11th August 2016

We are currently experiencing intermittent problems with our phone system.


Tax-Free Childcare Update

17th March 2016

In the Budget this week further details on the rollout of Tax-Free Childcare (TFC) were announced. TFC is being launched from early 2017, and the Government has committed to introducing the support in a managed and careful way to provide a smooth journey for parents and childcare providers.


Tax-Free Childcare delayed until 2017

6th July 2015

The Government announced last week that the launch of the new Tax-Free childcare scheme (TFC) has been delayed until early 2017....


Join your employers existing Childcare Voucher Scheme while you still can!

6th March 2015

Tax-Free Childcare (TFC) is the new government scheme that will be introduced in Autumn 2015....


Tax-Free Childcare Update – Further Update

31st July 2014

Further to our news item on 28th May 2014 regarding the changes to the Childcare Voucher Scheme from Autumn 2015, we wanted to make you aware of the latest development.


Childcare Voucher Changes/Tax-Free Childcare from 2015 – Further Update

28th May 2014

Further to our news item of the 24th March 2014 we were notified on Friday that the Government has launched a further consultation which is open until 27th June 2014, on the provision of Tax-Free Childcare accounts to parents. They have advised that it builds on the previous consultation which looked at how different market structures could be used to provide childcare accounts in the private sector.


Heartbleed Vulnerability

22nd April 2014

Fideliti have performed a detailed review of our IT systems with regards to the recently reported Heartbleed vulnerability and can confirm that no part of our systems are vulnerable. We take security very seriously and regularly review our systems for security threats, our customers can be assured our systems are fully secure.


Website and email issues

10th April 2014

We apologise to all our customers for the problems you may have experienced accessing our website and emailing us. Unfortunately this was a national problem and outside of our control.


Childcare Voucher Changes From 2015

March 2014

In the 2013 Budget the Government released details of proposed changes to the current childcare voucher scheme where in summary parents would contract directly with a voucher provider rather than through their employer. The Government have been through a consultation process to gain feedback on the proposed changes from voucher providers, parents, employers and childcare providers.


Tax-Free Childcare Changes to Childcare Vouchers from Autumn 2015

August 2013

The Government announced last week further details of the consultation process on Tax- Free Childcare which is to be introduced from Autumn 2015 and have published the consultation document which includes timeframes and information on how the new scheme will work.


ISO27001 Certification

July 2013

We are delighted to announce that this month Fideliti has successfully achieved the ISO27001 certification.


Changes to Childcare Vouchers from Autumn 2015

March 2013

The Government have announced details of a new tax-free childcare scheme for working families. The full details are yet to be agreed and HMRC have confirmed that they will be in consultation with voucher providers and childcare providers over the upcoming months to agree exactly how the new system will work.


Sunday Times Fast Track 100 2012

December 2012

For the second year running we are delighted to have been listed in the The Sunday Times Virgin Fast Track 100 companies in the UK!


Christmas and New Year 2012 opening times

Charitable Donations

November 2012

This month Fideliti have made donations to St Marys & Royal Manchester Children’s hospital and Brainwave.


Prize Draw

October 2012

Congratulations to Nicky McArthur who was the winner of an IPAD2 following our prize draw at the Employee Benefits Exhibition.


Employee Benefits Live

September 2012

Fideliti will be exhibiting at Employee Benefits Live, Europe’s largest rewards and benefits event, which this year is being held at Olympia, National Hall, Hammersmith Road, Kensington, London W14 8UX.


Live Chat

May 2012

Fideliti are continually striving to improve the service and customer experience we provide and May 2012 has seen the launch of our live chat facility.


Fideliti New Office

May 2012

Due to our continued growth and expansion we have now moved into our new Fideliti Customer Service Centre, located in Warrington, Cheshire.


Fideliti Office Move

1st May 2012

Due to our continued growth and expansion we will be moving into our new Fideliti Customer Service Centre on Saturday 5th May 2012.


Fideliti Donates to Key 103's Cash for Kids Christmas Toy Appeal

21st December 2011

This month instead of sending Christmas cards to our clients we have made a donation to a local charity which provides Christmas Toys for disadvantaged children, the Key 103 cash for Kids Christmas Toy Appeal supports children living in difficult circumstances.


The Sunday Times Virgin Fast Track 100 companies

5th November 2011

We are delighted to have been placed at position number 35 in the Sunday Times 100 Fast Track companies in the UK!


Fideliti to exhibit at the CIPD exhibition

1st November 2011

Fideliti will be exhibiting at the CIPD exhibition from 8th – 10th November at Manchester Central.


VAT changes and guidance for salary sacrifice schemes

1st September 2011

Following a recent ruling by the European Court of Justice, HMRC has announced new guidance on the way in which employers should treat VAT in relation to salary sacrifice arrangements.


Childcare Voucher Scheme – April 2011 Changes

24th November 2010

We have now been provided with further information from HMRC in relation to the upcoming changes to the childcare voucher scheme.


Fideliti Go From Strength To Strength

13th October 2010

Over the last few months we have been busy increasing our client portfolio and are continuing to transition organisations from other providers


New Childcare Voucher Legislation coming into play

4th October 2010

From 6th April the government have proposed to change childcare voucher legislation for higher rate-tax payers. Under the new rules of the scheme higher rate taxpayers will only be eligible to recieve £28 per week in childcare vouchers. Basic rate taxpayers will still be eligible to receive the maximum allowance of £55 per week.


Done Turns Dragon For Fideliti

15th May 2010

Sharp as a tack, big hearted bookie Fred Done knows how to pick a winner and he’s done it again with childcare voucher business Fideliti.

Set up by his former employee Joanne Whittaker, the business – in which the Betfred boss holds a 25 percent stake – has hit the £25m turnover mark in its fifth year of trading. She said “Fred has become my very own northern dragon.” Yes, but would the likes of Duncan Bannatyne prove such good sports in front of the camera?


Fideliti continue to grow while maintaining 100% Client Retention

12 May 2010

Over the last 6 months we have successfully transitioned many more organisations on to the Fideliti voucher scheme from our competitors. Some of our most recent contracts include Leeds City Council, University of Winchester, University College of London NHS Trust, Trafford Healthcare, Cheshire West & Chester Council, Cheshire East Council and many more.