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Pension Wise

Question for Department for Work and Pensions

UIN 52038, tabled on 1 June 2020

To ask the Secretary of State for Work and Pensions, what recent estimate she has made of the number of people using the Pension Wise guidance service prior to accessing their pension savings.

Answered on

9 June 2020

Pension Wise have been successful in increasing demand for guidance appointments year on year from a standing start in 2015. During the 2019-2020 financial year there were 205,643 available appointments.

Since the 11th March 2020, the Money and Pension Service have been collating Covid-19 figures. From this point up until 2nd June 2020, 21,663 bookings for Pension Wise guidance sessions have been made. The Money and Pension Service has successfully adapted its methods for delivering Pension Wise guidance during the Covid-19 outbreak to ensure that it can maintain its service. As face-to-face appointments have not been possible at this time, the Money and Pension Service have focussed on digital and telephone delivery channels to maintain levels of service. This has involved working proactively with customers who were booked for a face-to-face session and offering channel shift to ensure that support is still given to meet customer needs.