Covid-19 Faqs - Frequently Asked Questions

We are aware that you will have a number of questions regarding your Childcare Vouchers given the current situation. We've put together responses to the frequently asked questions we've been receiving below:

Frequently Asked Questions

 


 

Covid-19 Faqs - Frequently Asked Questions

  • What Are Your Opening Hours?

    From 7th September 2020 our telephone opening times will be 9am – 5pm, Monday - Friday.

  • Given The Current COVID-19 Situation, Will You Automatically Cancel My Childcare Vouchers and Payments To My Childcare Provider?

    We would never cancel Childcare Voucher salary deductions or payments to childcare vouchers without your instruction. We have no way of knowing if payments are made in advance or arrears, or parent's individual circumstances. You would need to request this via your Fideliti Account as per the details below.

  • How Do I Change My Childcare Voucher Amount?

    To change your monthly voucher amount/deduction from salary, you need to login to your Fideliti Account via our website and click on the "Amending My Childcare Voucher Amount" option within the My Account section. The options regarding this will then be shown to you. You are unable to do this via the mobile app.

  • How Do I Cancel My Childcare Vouchers?

    To cancel your monthly voucher amount/deduction from salary, you need to login to your Fideliti Account via our website and click on the "Cancel My Childcare Vouchers" option within the My Account section. The options regarding this will then be shown to you. You are unable to do this via the mobile app.

  • I'm Unable To Access My Fideliti Account

    If you are having difficulty accessing your Fideliti Account you are able to request either a reminder of your username or a password reset. Any reminder or password reset emails will be sent to the email address you used to register with Fideliti, unless you have subsequently changed this. Your user name is not your email address. If you are still unable to access your Fideliti Account, please email our Customer Service Team at enquiries@fideliti.co.uk and a member of our team will be able to assist you.

  • How Much Notice Is Required To Make A Change/Cancellation?

    Under the terms and conditions of the scheme we require one month's notice prior to your date of pay. However, this is also determined by your employer's payroll cut off date.

  • What Is The Minimum Voucher Amount?

    The minimum voucher amount is £10.00 per month.

  • If I Cancel My Childcare Vouchers Will I Be Able to Re-join The Scheme At A Later Date?

    If you decide to cancel your childcare vouchers and need to re-join the scheme in the future, you must do so within 52 weeks of your last deduction/voucher being issued. This assumes that you are also staying with the same employer. If you move employer or leave the scheme for 52 weeks or more, you lose your eligibility to re-join. For example, if your last voucher is issued in March 2020, you must have a deduction/voucher issued in February 2021 at the latest to re-join because of the 52-week rule.

  • Can The Childcare Voucher Deduction Continue To Be Taken From My Salary But Not Paid To My Childcare Provider?

    Yes, this is possible. When you login to your Fideliti Account via our website, you should see the "Regular Payments" option within the My Account section. From here you can cancel any existing regular payments to your childcare provider. Any vouchers that then get issued, will accrue in your Fideliti Account for you to use as and when required.

  • I've Logged Into My Fideliti Account But Don’t See The Regular Payments.

    This means that you have an Autopay Account whereby we manage it for you and make payments automatically to your childcare provider. If you'd like to stop the automatic payments being made, please email our Customer Service Team at enquiries@fideliti.co.uk. We'll then amend your account type which will stop automatic payments being made and will allow you to accrue vouchers in the account forward. Given the current volumes of emails that we are receiving, please try to provide as much notice as possible. If your automatic payment is due to go out within the next 24 hours, please telephone us and we can arrange this over the phone.

  • Are You Continuing To Make Childcare Providers As Normal?

    We are continuing to make payments to childcare providers as normal. Payments are processed Monday - Friday at approximately 2pm each day. All payments are made by BACS transfer which take 2-3 working days to reach the recipients bank account. We will continue to send payment confirmation emails to both parents and childcare providers as normal, unless you have opted out of receiving them.

  • Do Childcare Vouchers Expire?

    Childcare vouchers don't expire until the 1st September following your youngest child's 15th birthday. and can be used to pay for any form of Ofsted or equivalent registered childcare, including holiday clubs, breakfast and after school clubs and private tuition.

  • Are Refunds Permitted?

    Under the terms and conditions of the scheme, Childcare Vouchers are non refundable and we would always advise parents not to accrue more vouchers than you need.