Financial Lives Survey

Financial Lives is the FCA’s flagship, nationally representative survey of UK consumers.

About the study

The Financial Lives survey provides information about consumers’ attitudes towards managing their money, the financial products they have and their experiences of engaging with financial services firms. The FCA first conducted the Financial Lives survey in 2017, then in 2020 and since then, the survey has been run every two years. It was last run in 2024, when over 19,000 adults across the UK were asked about their needs and experiences with financial services and their financial situation, so that the FCA can make financial services work better. The survey is carried out every two years, and this is the FCA's fourth survey.

Data from Financial Lives helps the FCA to identify harm and improve consumer outcomes and provides valuable insights for the financial services industry, the Government, consumer bodies and financial charities.

For the 2026 survey, adults in 265,000 households from across the UK have been invited to take part. Households have been randomly selected to make sure we hear from all kinds of people and the survey results represent the UK population.

> If you have been invited to take part in Financial Lives click here to start the survey.

On the survey webpage you will be asked to enter one of the 3 unique pairs of access code and PIN you received in your invitation letter. Alternatively, scan one of the QR codes in the invitation letter to access the survey directly.

Find out more about how to take part and what taking part in the survey will involve below.

Frequently Asked Questions

Thank you for considering taking part in the Financial Lives survey. Your contribution is invaluable to understanding and improving people's experiences of financial products and services across the country.

We provide answers to frequently asked questions below.

General Information

What is the Financial Lives survey?

The Financial Lives survey is a national study that gathers information about people's attitudes towards and experiences of financial products and services. It helps to inform policies and improve financial services across the country.

Who is conducting the survey?

The Financial Conduct Authority (FCA) is the financial regulator for the UK and works to protect consumers when they use financial products or services like current accounts, savings accounts, pensions, loans and insurance, or when they cannot get these. The survey is being conducted on behalf of the FCA by the National Centre for Social Research (NatCen), an independent social research agency.

What questions will I be asked?

The survey covers questions about your attitudes to finance, your use of financial products and services, and your experiences of financial firms.

Why should I take part?

We want to understand the points of view of different people across society – from the youngest adults to the oldest, from those with few or no financial products to those with more complex arrangements, and from those living in our largest cities to those in the most rural areas of the UK.

By taking part, you contribute to a better understanding of the financial needs and challenges faced by people like you. Your responses help shape policies and services that can benefit everyone.

As a thank you for taking part, there is a shopping voucher available for everyone who completes the survey. You can only complete the questionnaire once.

What difference do my answers make?

Your answers make a real difference. Findings from the Financial Lives survey are used to help make major policy decisions that affect everyone in society, for example about the availability of in-person banking services, the quality of financial advice, and increasing awareness of debt advice.

The survey also helps raise the profile of many important issues. Findings are widely reported across national media outlets like the BBC, Daily Mail, Financial Times and Independent, and the FCA has used insights from the Financial Lives survey to:

  • Get better protections for users of Buy Now, Pay Later finance
  • Set rules to support communities maintain access to cash
  • Improve access to help and guidance on pensions, savings and investments

Once the survey is completed and the findings have been analysed, the results will be published on the FCA’s website. Your answers will be combined with those of others who take part in the survey. These results are presented anonymously in research reports – so individuals cannot be identified.

Taking part

How do I complete the survey?

It’s easy to have your say online or by phone:

Online, via the survey website:  

  • Go to survey.natcen.ac.uk/finlives
  • Type in 1 of the 3 pairs of unique access and PIN codes shown on the front of your letter
  • Up to 3 adults (aged 18 or over) can participate per household, each using 1 of the 3 access codes.

Online, using the QR codes:

  • Scan 1 of the 3 unique QR codes using a QR reader on your phone, tablet or laptop
  • Follow the link to the web address, where you will have been automatically logged in to the survey
  • Up to 3 adults (aged 18 or over) can participate per household, each using 1 of the 3 QR codes.

By phone:

  • If you are unable to complete the survey online, you can use NatCen’s freephone number (0800 652 0501) to arrange to do the survey over the phone.

If you require any other accessibility adjustments, please get in touch using the details at the end of this webpage or your invitation letter.

How long does the survey take?

The length of the questionnaire depends on your circumstances. It tends to take longer for those with more financial products and services and for those who complete it over the telephone. The survey is anticipated to take most people around 45 minutes to complete online. It takes an hour or so by telephone, when an interviewer reads out the questions.

Can I pause the survey?

Both online and telephone interviews can be paused and resumed at any point – so you do not have to complete it in one sitting.

If completing online, you can press the ‘Pause’ button and return to the survey at any time. If completing by telephone, let the interviewer know at any point if you’d like to pause and they will arrange a time to call you back at a time and date convenient for you.

Troubleshooting problems with the survey

Check which browser you are using

The survey can be conducted on any internet browser (e.g. Google Chrome, Firefox, Microsoft Edge, Safari, Opera) but there have been a few reports of difficulties using the Safari browser associated with apple devices such as an iPad or iPhone. You may find it easier to switch browser or device by: 

  • Pressing the Pause button (found at the bottom of the page in between the Previous and Next buttons) on the survey  
  • Closing the survey web page  
  • Opening the survey again on a new browser (or device) and entering the same pair of access code and PIN, or scanning the same QR code as before 
  • Alternatively, when pausing the survey, entering your email address to receive a link to continue the survey, and opening this link in a new browser or on a different device (you won’t have to re-enter the access code and PIN)

Check which device you are using

The survey is designed to work on all devices – laptops, desktops, smart phones and tablets. We do though recommend using a laptop or desktop computer if possible as we have found they provide the best experience.

We are aware that some iPads and tablets can make the question display more difficult to navigate. If you find this is the case and would like to continue on a different device then you can do so by: 

  • Pressing the Pause button (found at the bottom of the page between the Previous and Next buttons) on the survey on the device you are using 
  • Closing the survey web page 
  • Opening the survey again on a new device and entering the same pair of access code and PIN, or scanning the same QR code as before  
  • Alternatively, when pausing the survey, entering your email address to receive a link to continue the survey, and opening this link in a new browser or on a different device (you won’t have to re-enter the access code and PIN)

My access codes are not working

If you encounter an issue with accessing the survey it is usually due to a high volume of respondents attempting to take part at the same time. You may see this message: 

“A survey is active for your ID. Please continue the original survey or return in 10 minutes to restart.” 

If neither you nor anyone in the household has started the survey using that pair of access code and PIN, then please wait and come back later or try an alternative pair of access code and PIN on the letter. 

If the issue persists, please get in touch with our Survey Enquiry team at financiallives@natcen.ac.uk or call for free on 0800 652 0501. 

Collecting your voucher

When will I get my shopping voucher?

Once you have completed the survey, NatCen will arrange for your voucher to be sent to you. The voucher can then be used to make purchases online or in store at a wide variety of shops.

If you chose to receive your thank you voucher by email, you should receive an email within 24 hours of completing the survey, although it may take up to 1 week. Vouchers may go into your junk folder, so please check there if you have not received your voucher.

Postal vouchers can take up to 4 weeks, although in most cases they will arrive in 1-2 weeks.

Unfortunately, if you did not complete the survey, you are not entitled to a voucher.

My voucher code is not working

This link goes to short video that explains the process of redeeming your voucher.

If you have received your voucher by email, we recommend copying and pasting the voucher code into the Love2shop website to ensure it is not mistyped.

If you are entering the code manually, please be aware that the voucher codes do not contain the letter ‘O’ but may contain a number ‘0’.

If your voucher is still not working, please contact NatCen on 0800 652 0501 or email financiallives@natcen.ac.uk providing your reference number and voucher code.

Privacy and Data Security

How was I selected?

Households are invited from a random selection of addresses from the Royal Mail’s list of all addresses in the UK. This makes sure that we hear from all kinds of people and the survey results represent the UK population.

Is participation mandatory?

No, taking part in the Financial Lives survey is entirely voluntary. However, your input is highly valued and makes a real difference.

Can I opt out or withdraw after starting?

Yes, you can choose not to answer specific questions or withdraw from the survey at any time, without giving a reason.

How will my data be used?

Your answers will be combined with those of others who take part in the survey. These results are presented anonymously in research reports – so individuals cannot be identified.

At the end of the survey, we will also ask for your contact details. By providing your contact details, you agree to be invited for further research in the future. Any future research is optional. Your details will not be shared or used for any other purpose.

You will never receive any junk mail or marketing calls as a result of taking part.

Privacy notice

For more details of the FCA’s purpose in collecting and processing Financial Lives survey data, how the data is going to be used and stored, who is going to be able to access the data and all other privacy-related information, please visit https://www.fca.org.uk/privacy/financial-lives-survey.

The privacy statement explains why and how the personal data (also called your personal information) you provide in the Financial Lives survey is used. Below, we also provide information about your rights and how to contact us, if you have any questions.

Who are NatCen?

Read more

Further support

If you still have a question, please get in touch:

NatCen
The FCA’s Contact Centre
  • 0800 111 6768

Help and support

If you feel you’ve been affected by any of the issues covered in this survey and would like further information or help, you may find some of the following resources useful.

FOR GENERAL QUERIES

Citizens Advice England and Wales
Local offices available throughout England and Wales

Phone (England): 0800 144 8848
Phone (Wales): 0800 702 2020
Website: citizensadvice.org.uk

Citizens Advice Scotland
Local offices available throughout Scotland
Phone (Scotland): 0800 028 1456
Website in Scotland:  cas.org.uk

Advice NI
Local offices of Advice NI are spread across Northern Ireland
Phone: 0800 915 4604
Website: adviceni.net

FOR ADVICE ABOUT WELFARE AND BENEFITS

Turn2Us

Website: turn2us.org.uk

Citizens Advice and Advice NI also offer advice on grants and welfare benefits

FOR MONEY AND PENSIONS GUIDANCE

MoneyHelper

For help with debt and money:

Phone (English language): 0800 138 7777
Phone (Welsh language): 0800 138 0555

For pension guidance: 0800 011 3797

Website: moneyhelper.org.uk

FOR DEBT ADVICE

MoneyHelper

MoneyHelper provides a debt advice locator tool: moneyhelper.org.uk/en/money-troubles/dealing-with-debt/debt-advice-locator (or search for “debt advice locator” on moneyhelper.org.uk) to help find local free debt advisers

National Debtline

Phone: 0808 808 4000
Website: nationaldebtline.org

StepChange Debt Charity

Phone: 0800 138 1111
Website: stepchange.org

Citizens Advice and Advice NI also offer debt advice

FOR COMPLAINTS ABOUT A FINANCIAL SERVICE OR PRODUCT

The Financial Ombudsman Service

Phone: 0800 023 4567 or 0300 123 9 123

Website: financial-ombudsman.org.uk

TO REPORT FRAUD

ActionFraud

Phone: 0300 123 2040

Website: actionfraud.police.uk

TO REPORT ILLEGAL MONEY LENDING

Stop Loan Sharks

Phone: 0300 555 2222

Website: stoploansharks.co.uk

FOR HOUSING CONCERNS

Shelter

Phone (England/Scotland): 0808 800 4444
Phone (Wales): 08000 495 495

Website in England: england.shelter.org.uk
Website in Scotland: scotland.shelter.org.uk
Website in Wales: sheltercymru.org.uk

FOR EMOTIONAL SUPPORT

Samaritans

Phone (English language): 116123
Phone (Welsh language): 0808 164 0123

Website: samaritans.org

SupportLine

Phone: 01708 765200

Website: supportline.org.uk

FOR SUPPORT IN RELATION TO ECONOMIC/FINANCIAL ABUSE

Surviving Economic Abuse in partnership with Money Advice Plus

Phone: 0808 196 8845

Website: survivingeconomicabuse.org

FOR INFORMATION ON MENTAL HEALTH

Mind

Infoline (for information and signposting): 0300 123 3393

Welfare benefits line (support for anyone with mental health problems who is navigating the benefits and welfare system): 0300 222 5782

Website: mind.org.uk

OTHER HELPLINES

NHS medical helpline

Phone: 111