Make your Pension Wise appointment easier to access

An online Pension Wise appointment lets you: 

• explore your pension options at your own pace 
• start and stop at any time – you can save and return whenever you like 
• get personalised next steps at the end. 

You can ask our pension specialists questions using the webchat at any time. We’ll reply between 9am to 5pm, Monday to Friday. 

If you have difficulty using a computer, you could ask someone else to help you or to complete the appointment on your behalf. 

Pension Wise appointments are usually up to 60 minutes long at a booked date and time.  

When booking, you can ask for:  

• a longer appointment – information can be explained at a slower pace or repeated 
• a joint appointment with another person – we can explain both of your pension options at the same time, typically lasting up to two hours 
• someone to attend the appointment with you – we can use a conference call so they can join and provide support, even if they’re in a different location to you 
• someone to attend the appointment on your behalf 
• a Welsh-speaking pension specialist  
• a translator. 

You can also request something that isn’t listed – we’ll try our best to help. 

To request most adjustments, you can: 

• book a telephone appointment online and fill in the ‘additional info’ box   
• call to book (9am to 5pm, Monday to Friday) on: 
  • 0800 138 3944Opens in a new window or
  • +44 20 3733 3495Opens in a new windowOpens in a new window if you’re outside the UK.  

You must call to book if: 

• you’re under 50  
• you’d like someone to have the appointment on your behalf – either one of you can call to book. 

For appointments in Welsh, you can ask for a Welsh-speaking pension specialist online.  

If you have difficulty accessing a Pension Wise appointment by phone, you can book: 

• a face-to-face appointment – held at your local Citizens Advice and usually lasting 60 minutes 
• a video call with a British Sign Language interpreter. 

To make a face-to-face appointment easier to access, you can ask for: 

• a longer appointment – information can be explained at a slower pace or repeated 
• a joint appointment with someone else – we can explain both of your pension options in a longer appointment (up to two hours) 
• someone to attend the appointment with you  
• a wheelchair accessible location 
• a location with a hearing loop 
• a British Sign Language (BSL) interpreter 
• a Welsh-speaking pension specialist, if your appointment is in North Wales. 

If you’re unable to access a telephone or face-to-face Pension Wise appointment, we might be able to arrange a home visit or video call if you: 

• have a long-term health condition or disability, and 
• lack mental capacity or have hearing loss. 

To book an adjusted appointment, call (9am to 5pm, Monday to Friday): 

• 0800 138 1585Opens in a new window or 
• +44 20 3733 3495Opens in a new window if you’re outside the UK.  

For signed appointments, you can request a video call with a British Sign Language interpreter online.  

For appointments in Welsh, you can ask for a Welsh-speaking pension specialist online.