Privacy policy

Single Financial Guidance Body

From 1st January 2019, the services currently delivered by Pension Wise, The Money Advice Service and The Pensions Advisory Service will be delivered by the Single Financial Guidance Body. In order to maintain the high levels of service we will be transferring all customer records over to the new body.

If you would like more information on how your data is processed please see our privacy policy or contact contact@pensionwise.gov.uk. Your data privacy rights will not be affected and further details can be found at https://ico.org.uk/your-data-matters

What is Pension Wise?

Pension Wise is a free and impartial government service which helps you understand your defined contribution pension options.

The service is provided by The Department for Work and Pensions in partnership with Citizens Advice, The Pensions Advisory Service and Teleperformance.

Your personal data

Pension Wise collects and stores personal data for the purpose of delivering Pensions Guidance in accordance with the statutory requirement described in Section 333B(1) of the Financial Services and Markets Act 2000. The lawful basis for Pension Wise processing personal data is set out in Article 6(1)(e) of the General Data Protection Regulations as follows:

processing is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller

Your data will be shared between Pension Wise and our delivery partners (Citizens Advice, The Pensions Advisory Service and Teleperformance) only where it is necessary for the purpose of providing you with Pension Wise guidance.

For eligibility webchat with the Pensions Advisory Service, your transcript is stored for a period of 12 months before being deleted.

We won’t share your information with any other organisations for marketing or commercial purposes, and we don’t pass on your details to other websites.

How we use your information - booking an appointment

When you use our online booking system or call our booking phone line, you will be asked to provide your name, telephone number, email address, date of birth, and pension type which will be stored on our system and used for the purpose of checking eligibility and booking you an appointment slot at your desired time/location with one of our guidance specialists. We may use the telephone number you provide to send you a text to remind you that your appointment is coming up. We may also store data about any reasonable adjustments you may require to help you to access the appointment.

If you have no further contact with Pension Wise after booking an appointment (for example if you subsequently cancel the appointment and do not re-book), your personal data will be stored in our booking system for a period of 2 years from the date the booking was made and then deleted. Calls to our booking line are recorded and stored for 6 months.

The lawful basis for Pension Wise processing personal data for this purpose is set out in Article 6(1)(e) of the General Data Protection Regulations.

How we use your information - guidance appointments

Face to face and telephone appointments are delivered through Citizens Advice, The Pensions Advisory Service and Teleperformance.

During a Pension Wise guidance appointment questions will be asked about your personal and family affairs, financial arrangements and plans and general state of health to inform the discussion with the guidance specialist.

Some of these details may be stored on our systems as part of the record of your appointment.

Personal data

The lawful basis for Pension Wise processing this data for the delivery of appointments in conjunction with our delivery partners (the Citizens Advice network, The Pensions Advisory Service and Teleperformance), and storing your data securely for a period of 2 years, is set out in Article 6(1)(e) of the General Data Protection Regulations; “performance of a task carried out in the public interest or in the exercise of official authority vested in the controller”

For appointments with the Pensions Advisory Service and Teleperformance, key details from your appointment are stored, and calls are recorded and stored, for a period of two years before being deleted.

For appointments delivered by the Citizens Advice network, they will ask for your consent to store key details from your appointment for a period of six years, in line with their organisational retention policy. This is to respond to any comments/complaints that arise within the 6 year statute of limitation period. The lawful basis for this is set out in Article 6(1)(a) of the General Data Protection Regulations; “the data subject has given consent to the processing of his or her personal data for one or more specific purposes”

Consent can be withdrawn at any time by contacting Citizens Advice directly, or by emailing contact@pensionwise.gov.uk.

Health data

For appointments delivered by Citizens Advice England and Wales, any basic health data you provide when requesting an appointment online and during the appointment may be stored in general terms as part of the record of appointment, where it is relevant to your pension options (for example a health condition may entitle you to an enhanced annuity). Where this occurs, processing and retention of this data for a period of 2 years is in accordance with Article 9(2)(g) of the General Data Protection Regulations, in reference to Schedule 1, Part 2(6)(1 and 2) of the Data Protection Act 2018.

Citizens Advice England and Wales will ask for your consent to store any basic health data discussed in your appointment for a period of six years, in line with their organisational retention policy. This consent process is in accordance with Article 9(2)(a) of the General Data Protection Regulations.

Consent can be withdrawn at any time by contacting Citizens Advice directly, or by emailing contact@pensionwise.gov.uk.

You will be provided with a summary of your appointment.

How we use your information - website

The information we collect on the website includes:

  • questions, queries or feedback you leave, including your email address if you send an email to Pension Wise
  • your IP address, and details of which version of web browser you used
  • information on how you use the site, using cookies and page tagging techniques to help us improve the website

This helps us to:

  • improve the site by monitoring how it is used
  • respond to any feedback you send us, if you’ve asked us to
  • provide you with information about local services if you want it

We can’t personally identify your use of the website using this data.

Any personal data collected will be deleted after being securely stored for 2 years.

How we use your information - complaints

If you have a live complaint we will store your booking and appointment data for longer than our standard retention period if it is necessary to effectively respond to the complaint and deal with any subsequent appeals. Any complaints will be stored for 2 years from the date of resolution.

How we use your information - research

During your interactions with Pension Wise you will be asked if you would be happy to be contacted by our research partner. If you consent to this, Ipsos Mori may contact you to ask if you wish to participate in research and evaluation of your experience of Pension Wise. Participation is entirely voluntary and will not affect the service that you receive from Pension Wise. The research involves asking you questions about your experience of the Pension Wise service, and the actions you have taken towards accessing your pension since your appointment. This research helps us to develop and improve the Pension Wise service.

You can withdraw your consent to be contacted by Ipsos Mori at any time, by emailing contact@pensionwise.gov.uk

Storing your data securely

We store your data on secure servers within the EU. We have procedures and security features in place to keep your data secure once we receive it.

Pension Wise contains links to and from other websites.

This privacy policy only applies to Pension Wise, and doesn’t cover other government services and transactions that we link to.

If you go to another website from this one, read the privacy policy on that website to find out what it does with your information.

Your rights

Right to object

In accordance with Article 21 of the General Data Protection Regulations, you have the right to object to us processing your data. Depending on the nature of the request, this may interfere with our ability to provide you with guidance. For example, if you wanted a telephone appointment but objected to us using your phone number, we would not be able to call you to conduct the appointment. As another example, if you objected to us using both your email address and your postal address, we would not be able to send you a confirmation of your appointment booking, or a summary of your appointment.

Other rights

You have the right to access any of your personal data that Pension Wise hold. You have a right to be given a copy of your data, and a right to correct any inaccuracies in the data. You can request deletion of some or all of your data or a restriction in the use of your data. You can also request that some of the data we hold is transferred to a third party.

If you wish to contact us in relation to your data or our data policies, you can email contact@pensionwise.gov.uk setting out your query.

You have the right to raise concerns you have about our handling of your data with the Information Commissioner’s Office (ICO). Further details on your rights and the process for raising a concern can be found at ico.org.uk/for-the-public.

The Data Protection Officer responsible for the Pension Wise service is Dominic Hartley.