Pensions and Retirement study

This study is being funded by The Financial Conduct Authority (FCA).

About the study

The Financial Conduct Authority (FCA) is funding this important study to understand the consumer journey and experience in choosing pension drawdown and products without financial advice; to inform regulatory and competition policy, and to seek an effectively operating pensions market.

What's involved?

We'd like you to complete a 20 minute questionnaire.

The questionnaire will ask about how and why you accessed your pension, any difficulties you faced, and your plans for the future. There are no right or wrong answers – we are just interested in your experience and your views. 

Why should I take part?

By taking part in this survey you will help the Financial Conduct Authority protect the rights of other pensioners, like you, so that they get a fair deal.

How do I take part? 


If you have been sent details for the online survey please use the details in your invitation email or letter to access your unique secure online questionnaire.


If you would prefer to complete the interview over the phone, please contact NatCen Social Research on 0800 652 0201 or

If we have already been in touch to say we will contact you over the phone, one of our interviewers will make an appointment to take you through the questionnaire at a time that suits you.

Would you prefer to be interviewed in Welsh?

If you prefer to be interviewed in Welsh, then please let us know by calling 0800 652 0201. 

How did you choose me?

You were chosen at random from a list of customers given to the Financial Conduct Authority by pension providers. Your pension provider is obliged by law to help the FCA under their duty of cooperation and disclosure.

What will happen to the information I give?

We will treat information you give in the strictest confidence under the Data Protection Act 1998. The results collected are used for research purposes only and no one looking at published findings will be able to identify you in any way. You can find out more about how we protect your personal information

Who is carrying out the study?

NatCen Social Research is carrying out the study. You can find out more about our credentials and who we are. NatCen abides by the ethical guidelines of the Social Research Association.

Who funds the study?

This research is funded by the Financial Conduct Authority, the independent body that oversees the UK Financial Sector, offering protection to customers.

Where can I find out more?

For anything not covered here, please call 0800 652 0201 or email One of our staff will get back to you to answer your query as soon as possible.

I have some questions about my pension, where should I go?

Who are NatCen?

Read more

Our pledge to you

We respect your wishes

Taking part is voluntary and you do not have to answer any questions you don’t want to. Just let your interviewer know, and they will move on to the next question.

We answer your questions

Your interviewer will be happy to answer any questions you have about the study which aren’t covered here.

We ensure your safety

All our interviewers carry photographic ID cards and have been checked by the Disclosure and Barring Service (formerly the Criminal Records Bureau). We welcome any feedback you have about your experience with our interviewers.

We guard your privacy

We will treat the information you give us in the strictest confidence under the Data Protection Act 1998. The results collected are used for research purposes only. You will never receive any junk mail as a result of speaking to us. We never pass on your details to other organisations for commercial purposes.