Customer promise for Pension Wise appointments

Our customer promise tells you what we commit to do when you book a Pension Wise appointment.

Customer promise

Booking your appointment

We will:
  • aim to answer your call to our booking centre in 20 seconds or less
  • explain clearly how to contact us, including booking a free 45-minute appointment
  • offer you a choice of a phone or face-to-face appointment
  • find a face-to-face appointment in a place convenient for you.

After you book

  • send you confirmation of your appointment
  • tell you what will happen next, and by when
  • tell you what to take to the appointment to get the best out of it
  • send you reminders of your appointment.

During your appointment

  • give you the correct information
  • explain things clearly and avoid jargon
  • won’t recommend any products or tell you what to do with your money
  • tell you where to go for help when we can’t provide it
  • be helpful, impartial, polite, treat you fairly and with respect.

After your appointment

  • send you a written summary of the guidance you were given in your appointment
  • use your feedback to improve how we do things.

Personal information

  • protect your personal information.

Complaints

  • tell you what to do next if you’re not satisfied with how you’ve been treated
  • continuously improve our services to make things better for you.

Accessibility

  • make sure you have fully accessible face-to-face appointment if you have a disability, such as wheelchair access or use British Sign Language if you’re deaf
  • send your summary in braille or large print if you’re blind or partially sighted.

In return, we need you to:

  • be on time for your appointment or let us know if it needs to change
  • treat our staff with respect
  • share with us relevant information when we ask for it.
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Looking for us? Now, we’re MoneyHelper

MoneyHelper is the new, easy way to get clear, free,
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Looking for us? Now, we’re MoneyHelper

MoneyHelper is the new, easy way to get clear, free,
impartial help for all your money and pension choices.
Whatever your circumstances or plans, move forward with MoneyHelper.

Continue to website
Looking for us? Now, we’re MoneyHelper

MoneyHelper is the new, easy way to get clear, free,
impartial help for all your money and pension choices.
Whatever your circumstances or plans, move forward with MoneyHelper.

Continue to website
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0800 011 3797* Hours
  • Mon – Fri:9.00am – 5.00pm
  • Sat, Sun and bank holidays:Closed

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  • Sat:8.00am – 3.00pm
  • Sun and bank holidays:Closed
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For help sorting out your debts, credit questions or pensions guidance. For everything else please contact us via Webchat or Telephone.