Pension Wise: Telephone Services

Department for Work and Pensions written question – answered on 7th June 2022.

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Photo of Baroness Altmann Baroness Altmann Conservative

To ask Her Majesty's Government how many people (1) have booked, or (2) had appointments, in each calendar quarter of (a) 2021, and (b) 2022, with (i) the MoneyHelper Pension helpline, (ii) the PensionWise/MoneyHelper Pensions on divorce helpline, (iii) the PensionWise/MoneyHelper Pension safeguarding helpline, and (iv) the PensionWise/MoneyHelper mid-life pension helpline.

Photo of Baroness Stedman-Scott Baroness Stedman-Scott The Parliamentary Under-Secretary of State for Work and Pensions, Parliamentary Under-Secretary (Foreign, Commonwealth and Development Office)

The information requested is available on the MoneyHelper pension take up data dashboard, where it is published quarterly by financial year. It is provided quarterly by calendar year below:

2021

MoneyHelper Pensions Helpline*

MoneyHelper Pensions Virtual appointments**

Pension Wise appointments attended

Pension Wise appointments arranged

Q1

71,522

125

34,784

45,376

Q2

56,089

93

32,727

45,221

Q3

39,166

113

29,061

38,344

Q4

36,465

107

21,270

27,620

2021 Total

203,242

438

117,842

156,561

*The Pensions Helpline is a general pensions guidance service that anyone can contact with any pensions query – this service does not require appointments booked and is delivered across multiple channels. As such, this data includes the following:

  • Helpline calls
  • Webchat
  • Online enquiries
  • Attendance at outreach events

**MoneyHelper Pensions virtual appointments cover Divorce appointments, Mid-Life Pensions Review appointments for the self-employed, and Pension Loss appointments. Data on Pensions Safeguarding appointments has not yet been published.

2022

MoneyHelper Pension helpline*

MoneyHelper Pensions Virtual appointments**

Pension Wise appointments attended

Pension Wise appointments arranged

Q1

52,779

93

31,620

41,624

*The Pensions Helpline is a general pensions guidance service that anyone can contact with any pensions query – this service does not require appointments booked and is delivered across multiple channels. As such, this data includes the following:

  • Helpline calls
  • Webchat
  • Online enquiries
  • Attendance at outreach events

**MoneyHelper Pensions virtual appointments cover Divorce appointments, Mid-Life Pensions Review appointments for the self-employed, and Pension Loss appointments. Data on Pensions Safeguarding appointments has not yet been published.

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