Our customer promise tells you what we commit to do when you book a Pension Wise appointment.
Customer promise
Booking your appointment
- explain clearly how to contact us, including booking a free 60-minute appointment
- help you to understand how to prepare for your appointment.
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.