Money and Pensions Service launches Pension Wise Digital

• Money and Pensions Service (MaPS) launches Pension Wise DigitalOpens in a new window to expand the Pension Wise service to more people.  
• Pension Wise Digital allows people to go through the process of a Pension Wise appointment in their own time, receiving the same expert guidance.   
• In early testing, Pension Wise Digital reported 94% customer satisfaction rate.   
• “No matter how you’d like to communicate with an expert, there is a Pension Wise option for you”, says MaPS.  

Pension Wise DigitalOpens in a new window is a new digital appointment that will sit alongside the existing Pension Wise telephone and face-to-face appointments. It will offer customers the equivalent guidance of a telephone or face-to-face appointment, but through a new digital interface.

Pension Wise Digital is well equipped for those who would prefer to access expert pension support digitally rather than over the phone. And as Pension Wise Digital reaches more people, MaPS will continue to offer telephone and face-to-face Pension Wise appointments.

Digital appointments can be accessed at any time, opening the service to those who cannot commit to a working–hour appointment, and individual progress through the platform can be saved and returned to when convenient for the user.

As with the existing channels for a Pension Wise appointment, Pension Wise Digital can be accessed by anyone over 50 with a defined contribution pension.  

Pension Wise Digital users can still receive support from pension experts, as the new digital service includes access to webchat, manned by MoneyHelper’s pensions specialists, ensuring all customers receive the most relevant guidance for their circumstances.

Pension Wise digital has been developed and designed with consumers, including ensuring the service will be appropriate for those in all four nations of the UK and for those with both broad and limited digital and financial literacy.

Rigorous user research and testing has taken place, including focused accessibility and neurodivergence testing, to ensure that Pension Wise Digital is accessible for all those who might want to use the service.

Since testing began in April 2024, Pension Wise Digital has received regular customer satisfaction ratings of 94% and has already helped over 5,000 people with their pension options.

Jackie Spencer, Head of Money and Pensions Policy at the Money and Pensions Service, says:

“I am so pleased that we have launched Pension Wise Digital as a new digital appointment to Pension Wise.

"Pension Wise Digital will help to engage more people in their pensions and reach those who may have struggled to access the service before, so we’re looking forward to seeing how people make the most of this new service.

"MaPS will continue to offer its face-to-face and telephone appointments for those who would still prefer to use these channels, so no matter how you’d like to communicate with an expert, there is a Pension Wise option for you.”

Find out more and access Pension Wise Digital hereOpens in a new window.

– ENDS –

• Pension Wise was developed by MaPS in 2015. Since 2018, the service has supported nearly 650,000 over the age of 50 with their pension.
• Since its introduction, pension providers have been pointing consumers to Pension Wise appointments, to ensure that everyone is well informed as they start thinking about retirement options, and consider either taking, or transferring, their pension.