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 enquiries@fideliti.co.uk and a member of the team will get back to you.

Frequently Asked Questions

 


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Covid-19 Faqs - Frequently Asked Questions

  • What Are Your Opening Hours?

    Our telephone opening times are normally Monday - Friday, 10am – 1pm & 1:30pm - 4pm. Please be aware that these are subject to change at short notice. We do not open at weekends or on Bank Holidays.

    Alternatively you can contact us by emailing enquiries@fideliti.co.uk and a member of the team will get back to you.

  • 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 November 2022, you must have a deduction/voucher issued in October 2023 at the latest to re-join because of the 52-week rule. Please note that one month's notice prior to your date of pay is required to re-join the scheme.

  • 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 us at enquiries@fideliti.co.uk and a member of the team will get back to you.

  • 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.

    Childcare vouchers can be used to pay for any form of Ofsted or equivalent registered childcare, including breakfast clubs, after school clubs and holiday clubs. They can also be used for private tuition such as Kip McGrath, Explore Learning and Kumon as long as the site is registered with Ofsted.