Financial Lives Survey

About the study

The FCA first conducted the Financial Lives survey in 2017, and since then the survey has been run every two years. We are now running the third Financial Lives survey. When it was last run in 2019, over 16,000 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 for you.

We wanted to understand people’s experiences with financial products and services and their financial situation, so that we can make financial services work better for you. We are carrying out this survey every two years and this is the next one.

Information on taking part

We have invited adults in more than 265,000 households across the UK to take part in the survey. This survey is now closed. 

About the Financial Conduct Authority

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, loans and home insurance.

Will my answers make a difference?

Yes, they will.

Front page in The Financial Times, The Mirror and The Sun, and discussed on BBC and Sky News and across social media, the survey has raised the profile of many issues for consumers, including lack of preparedness for retirement, use of unarranged overdrafts, not being able to access financial products, and the complexity of products and/ or how they are priced.

The FCA has looked at the results in many ways, including from the point of view of consumers in different age groups and in different parts of the UK. Please see their web pages for more details.

They’ve used the survey to provide the consumer point of view in major FCA policy publications, for example about the availability of banking services, the quality of financial advice and the costs of credit. When the FCA talk to government about the issues that affect consumers in financial services, the survey has given them powerful evidence to highlight what matters to you.

We and the FCA hope we can count on your support.

Who is carrying out the research?

The FCA has commissioned us, the National Centre for Social Research (NatCen), to carry out the study on their behalf. NatCen is the UK’s largest, independent, social research agency. For nearly 50 years, we have worked with charities and government to find out what people really think about the big issues. NatCen is independent of all government departments and political parties.

How can I take part?

We have invited adults in more than 265,000 households across the UK to take part in the survey. This survey is now closed.

Why has my household been selected?

If you have been invited, this is because your household has been selected from the Royal Mail’s publicly available list of residential addresses. We have selected addresses on a completely random basis, to ensure that we get a representative view of the financial lives of everyone living in the UK.

What will taking part involve?

The survey takes around 30 minutes to complete. If you have been invited to take part, full instructions on how to start the survey can be found on the letter you will have received.

What questions will you ask those taking part?

The questions are about use of and attitudes towards financial services.

What do I get for taking part?

There is a £10 voucher available for everyone who completes the survey. You can only complete the questionnaire once per person.

Get in touch

This survey is now closed. You can call the Consumer Contact Centre at the FCA free on 0800 111 6768. For further information from NatCen, please email financiallives.survey@natcen.ac.uk or call free on 0800 652 4568.

Help and support

FOR GENERAL QUERIES

Citizens Advice

Local offices available throughout UK

Phone (England): 0800 144 8848
Phone (Wales): 0800 702 2020
Phone (Scotland): 0800 028 1456

Website: citizensadvice.org.uk
Website in Scotland: cas.org.uk

FOR ADVICE ABOUT WELFARE AND BENEFITS

Turn2Us

Website: turn2us.org.uk

FOR MONEY GUIDANCE

MoneyHelper (formerly Money Advice Service)

For money advice (English): 0800 138 7777
For money advice (Welsh): 0800 138 0555
For pension guidance: 0800 011 3797

Website: moneyhelper.org.uk

FOR DEBT ADVICE

StepChange Debt Charity

Phone: 0800 138 1111

Website: stepchange.org

AdviceUK

Website search directory

AdviceNI

Phone: 0800 915 4604

Website: adviceni.net

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

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

OTHER HELPLINES

NHS medical helpline

Phone: 111

Privacy notice

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

Read the privacy statement on the Financial Conduct Authority website.