How to prepare for your Pension Wise appointment

There are three types of Pension Wise appointment. All cover the same information and provide next steps at the end. Here’s how each one works.  

You can have an online Pension Wise appointment at any time, with support from our pension specialists available by live chat between 9am and 5pm, Monday to Friday (closed on bank holidays). 

Online appointments usually take around 30 minutes to complete. You can also save your progress and come back later.

If you’ve booked a telephone appointment, one of our pensions specialists will:

• call the number you provided, at the time and date you selected

• read out the memorable word you gave us, so you know it’s us calling.

Appointments usually last up to 60 minutes, unless you’ve requested an access adjustment. 

If you’re unavailable at your booked time or you’re driving, we won’t be able to complete your appointment. You can either book a new date and time or have an online Pension Wise appointment. 

If you’ve booked a face-to-face appointment, a pension specialist will meet you in the Citizens Advice location you selected at the booked date and time. 

Appointments usually last up to 60 minutes, unless you’ve requested an access adjustment.

If you arrive later than your booked time, we might not be able to complete your appointment. You can either book a new date and time or have an online Pension Wise appointment. 

A Pension Wise appointment helps you understand your options for taking money from a defined contribution pension. It will cover:

• when you can take your pension money

• the different ways you can choose to take it

• how the options align with your retirement plans 

• how tax on pension income works

• how to spot and avoid pension scams.

After your appointment, you’ll get a list of next steps you can take. We cannot recommend specific products or provide advice on what’s best for you to do. 

For more information, see our guide What can I do with my pension pot?  

So we can understand your plans for retirement, we’ll usually ask you about your pensions and other finances. 

You’ll usually benefit more from a Pension Wise appointment if, before your appointment, you:  

1. Ask each of your pension providers:
   • how much your pension is currently worth
   • if your pension has any special features, like a guaranteed pot value or annuity rate.
2. Check your State Pension forecast: 
   • online on GOV.UKOpens in a new window or
   • call 0800 731 0175 between 8am and 6pm, Monday to Friday.  
3. Have details of your other finances, like: 
   • savings and investments  
   • debts and repayments.  
4. Think about your plans for retirement, such as:  
   • when you’d like to stop working   
   • what type of pension income you’d like.  

You can bring relevant paperwork with you if you’ve booked a face-to-face appointment, but there won’t be time for us to sort through it for you.

To change your Pension Wise appointment or any information you’ve given us, call 0800 138 3944 (+44 20 3733 3495 if you’re outside the UK).   

We’re open between 9am and 5pm, Monday to Friday. Closed on bank holidays.  

You can also:

1. Book a new date and time or have an online Pension Wise appointment. 
2. Cancel your existing appointment online or reply to the confirmation text message – if you gave us a mobile number and asked for one.

You can cancel your Pension Wise appointment online or call 0800 138 3944 (+44 20 3733 3495 if you’re outside the UK).

We’re open between 9am and 5pm, Monday to Friday. Closed on bank holidays.  

If you received a confirmation text message, you can also reply by text to cancel.