MoneyHelper customer surveys

Pensions Guidance from MoneyHelper offers advice on matters relating to pensions and was set up by the government. Ipsos has been asked by MoneyHelper to carry out surveys of people who accessed their service. The surveys explore customers’ experiences and opinions of the service, and the findings will be used to help make improvements to the service.

This research is taking place from May 2024 until April 2025 and includes online and telephone surveys. During this time, you may receive a call or an email from Ipsos inviting you to take part. The call comes from our Edinburgh office on 0131 561 4532.

How did we get your telephone number or email?

Your telephone number or email address was taken from a database of people who recently contacted MoneyHelper. Many others have already taken part, but we need to survey to as many people as possible to make sure the survey can represent everyone who accessed the service. People who accessed the service will also have had the chance to opt out of further research and Ipsos has not been given details for these people.

What do you need to do to take part?

This survey is taking place online and by telephone. You will either:

• get a telephone call from an Ipsos interviewer at our Edinburgh office inviting you to take part by telephone
• receive an email invitation from [email protected] with your unique link taking you to complete our online survey

The survey takes around 10 minutes on average. If you take part by telephone, your landline or mobile number would not be charged (as we will call you).

What reassurances can we give?

We would like to reassure you:

• Taking part is totally confidential and is voluntary.
• It doesn’t matter what kind of experience you had or if you were told you were not eligible for the service. We want to make sure our findings reflect as many different people as possible.
• We are not contacting you to suggest how or when you should invest your pension. If you are concerned about pension scams please visit https://www.moneyadviceservice.org.uk/en/categories/scams

If you have any queries about the survey, you can contact the team at Ipsos at [email protected].

Privacy notice

You can download our privacy notice for the survey here. This explains the purposes for processing your personal data, as well as your rights under data protection regulations.