Pension Wise customer surveys

Pension Wise is the Government service offering guidance on defined contribution pension options. Ipsos has been asked by the Money and Pensions Service (MAPS) 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.

These surveys are different from the one you may have completed just after your Pension Wise appointment. We won’t be asking people the same questions as that survey.

How did we get your telephone number or email?

Your telephone number or email address was taken from a database of people who recently booked an appointment with Pension Wise. Many others have already taken part, but we need to talk 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 15 to 18 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.

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.