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Surge in people seeking help from Citizens Advice with their pensions

15 June 2016

The number of people seeking help with pensions from Citizens Advice has doubled in the last year, according to new figures from the charity.

Citizens Advice helped people with 12,898 issues related to personal pensions in the last year, compared to 6,658 the previous year - a rise of 94%. Queries ranged from questions about the tax implications of different pension options through to auto-enrollment issues.

Visits to Citizens Advice’s website from people seeking advice on how to choose a pension also rose by nearly a third (27%).   

Citizens Advice has been offering face-to-face Pension Wise appointments to anyone over 50 with a defined contribution pension since pension freedoms were introduced in April 2015. The Citizens Advice figures published today are for enquiries independent of Pension Wise.

The new figures come as Citizens Advice releases its latest Advice Trends report, focusing on money matters. In the last year Citizens Advice helped almost 170,000 people with money management and financial services issues, from insurance questions to help with income tax.

The new figures also show there has also been a rise in the number of people turning to Citizens Advice with enquiries about savings and investments - up 14% on last year with 2,000 issues.

People used Citizens Advice’s website nearly 19,000 times to find out the best ways to save - up almost 4,000 on the previous year.

Those seeking help from Citizens Advice, often needed guidance on more than one issue.

For example, of those seeking help with personal pensions, 39% also asked for support with money management skills, while 37% sought help for benefits issues.

Citizens Advice Chief Executive Gillian Guy, said:

“People are thinking more and more about the future of their money.

“From pensions to other savings and investments - it's good news that people are seeking help early and looking ahead to the future when it comes to their finances.

“In the last year, we helped twice as many people with pensions, and many of them also asked for help to improve their overall money management skills - from budgeting advice to support with online banking.

“We know that timely guidance on money management can be key to people having a better grasp of their household finances as well as a more secure future. It’s crucial money guidance isn’t just available at crisis points, such as when dealing with problem debt. People should be able to access it at key moments in their lives, like when they move jobs or have a baby.

“Citizens Advice offers a wide range of support to help people understand their financial circumstances, plan for tomorrow and become financially secure for the future.”

The Advice Trends report also reveals:

  • Issues with credit reference agency up 9% to 6,100

  • Issues with wills up 7% to 13,290

  • Issues with income tax up 16% to 23,000

Notes to editors

  1. The Citizens Advice service comprises a network of local Citizens Advice, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  2. The advice provided by the Citizens Advice service is free, independent, confidential and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  3. To get advice online or find your local Citizens Advice in England and Wales, visit
  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers.
  5. Local Citizens Advice in England and Wales advised 2.5 million clients on 6.2 million problems in 2014/15. For full service statistics see our publication Advice trends.
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.