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Accessibility

This accessibility statement applies to the domain pensionsadvisoryservice.org.uk.

This website is run by the Money and Pensions Service. We want as many people as possible to be able to use this website. For example, that means you should be able to do the following:

• change colours, contrast levels and fonts

• zoom in up to 300% without the text spilling off the screen

• navigate most of the website using just a keyboard

• navigate most of the website using speech recognition software

• listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)

• access the site on smaller devices


We’ve also made the website text as simple to understand as we can.


AbilityNet has advice on making your device easier to use if you have a disability.

How accessible this website is

We know some parts of this website are not fully accessible:

  • The site does not always notify screen readers when new content has been displayed on a page or when you have entered content into a field. 
  • The site does not fully honour font sizes specified by browser settings or assistive technologies. 
  • Some parts of the navigation and the content, including skipping repeating blocks, cannot be accessed via the keyboard. 
  • Some pages have missing or uninformative titles. 
  • In some places, the order in which the tab key moves through the elements of a page does not make sense. 
  • Some links (such as “here” and “more”) do not make sense out of context, and some links are empty. 
  • The heading structure is inconsistent in its hierarchy. 
  • The focus state is not always available to screen readers. 
  • The site does not make all error messages available to screen readers. 
  • Some form fields have missing or inadequate labels. 

Feedback and contact information

If you need information on this website in a different format, such as accessible PDF, large print, easy read, audio recording or Braille, feel free to contact us:

  • email contact@maps.org.uk
  • call +44 (0)1159 659570
  • write The Money and Pensions Service, 120 Holborn, London, EC1N 2TD
  • visit 120 Holborn, London, EC1N 2TD

We’ll consider your request and get back to you within two days.

You can find more details on our contact us page.

Reporting accessibility problems with this website

We’re always looking to improve the accessibility of this website. If you find any problems that we haven’t listed on this page, or if you think we’re not meeting accessibility requirements, we’d love to hear from you. Please send us an email in which you describe the problem and tell us which page you were using when it happened. Send this email to accessiblity@maps.org.uk. 

Enforcement procedure

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’). If you’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS).

Visiting us in person

Our offices are currently closed because of Covid-19 restrictions. Once we reopen, you will be welcome to contact us in advance, so that we can arrange reasonable accommodation for your visit. For example, you will be able to request a space with low lighting or low noise levels, or you can ask us to arrange a British Sign Language (BSL) interpreter. 
Find out how to contact us

Technical information about this website’s accessibility

The Money and Pensions Service is committed to making its website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

Compliance status

This website is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard, due to the non-compliances and exemptions listed below.

Non-accessible content

Non-compliance with the accessibility regulations

The site does not always notify screen readers when new content has been displayed on a page. This fails WCAG 2.1 success criterion 1.3.1 (Info and Relationships, Level A). We will ensure that all interaction content will be communicated to screen readers by 07/06/21.

The site does not always notify screen readers when new content has been displayed on the page or when the user has entered content into a field. This fails WCAG 2.1 success criterion 1.3.1 (Info and Relationships, Level A). We will ensure that all instances of displaying new content will be communicated to screen readers by 07/06/21.

The site does not fully honour font sizes specified by browser settings or assistive technologies. This fails WCAG 2.1 criterion 1.4.4 (Resize text, Level AA). We will ensure that all user settings and actions that affect font size will work correctly by 07/06/21.

Some links have missing or inadequate hoverstates. When the pointer moves over and then away from a selectable element, the change in focus does not trigger additional content to become visible and then hidden. This fails WCAG 2.1 success criterion 1.4.13 (Content on hover or focus, Level AA). We plan to update all elements so that they have appropriate hoverstates by 07/06/2021.

Some parts of the navigation and the content cannot be accessed via the keyboard. This fails WCAG 2.1 success criterion 2.1.1 (Keyboard, Level A). We will ensure that all parts of the site, including all navigation and all content, can be accessed via the keyboard by 07/06/2021.

The site provides no functioning option to skip repeating blocks using the keyboard or a screen reader. This fails WCAG 2.1 success criterion 2.4.1 (Bypass Blocks, Level A) We plan to add, by 07/06/2021, the capability to skip repeating blocks using the keyboard or a screen reader.

Some pages have missing or uninformative titles. This fails WCAG 2.1 success criterion 2.4.2 (Page titled, Level A). We will update all page titles by 07/06/2021, so that each one is present and informative.

In some places, the order in which the tab key moves through the elements of a page does not make sense. This fails WCAG 2.1 success criterion 2.4.3 (Focus order, Level A). We will revise the tab order by 07/06/2021so that the sequence of focus changes using the tab key makes sense.

Some links (such as “here” and “more”) do not make sense out of context, and some links are empty. This fails WCAG 2.1 success criterion 2.4.4 (Link Purpose In Context, Level A). We plan to update all links so that by 07/06/2021 all are nonempty and have names that make sense out of context.

The heading structure is inconsistent in its hierarchy — skipping heading levels, placing headings at the wrong level, and using formatting rather than heading tags to make lines look like headings. This fails WCAG 2.1 success criterion 2.4.6 (Headings and Labels, Level AA). We plan to update all headings by 07/06/2021, so that the structure is consistent.

The focus state is not always available to screen readers. This fails WCAG 2.1 success criterion 2.4.7 (Focus Visible, Level AA). We will make sure that the site makes all focus states available to screen readers by 15/01/2021.

The site does not make all error messages available to screen readers. This fails WCAG 2.1 success criterion 3.3.1 (Error identification, Level A). We will ensure that by 07/06/2021 the site makes all error messages available to screen readers.

Some form fields have missing or inadequate labels. This fails WCAG 2.1 success criterion 3.3.2 (Label or instructions, Level A). We will ensure that, by 07/06/2021, the site provides appropriate labels for all form fields.

Disproportionate burden

Having assessed the costs of compliance in relation to current operations to rebuild our services in a new Content Management System, we understand that at this time, compliance in accordance with regulation would impose a disproportionate burden. We plan to achieve compliance with the development of the rebuild of this website in 2021. This website will remain at the same domain name with no disruption to the user.

Content that’s not within the scope of the accessibility regulations

Some of our PDFs and Word documents are essential to providing our services. For example, we have PDFs with information on how users can access our services, and forms published as Word documents. We plan to either fix these or replace them with accessible HTML pages in the updated version of the website in the new Content Management System.

The accessibility regulations do not require us to fix PDFs or other documents published before 23 September 2018 if they’re not essential to providing our services. For example, we do not plan to fix this document.

Any new PDF or Word documents we publish will meet accessibility standards. Before publishing new content as a PDF or Word document, we will make sure that the alternative format is necessary, as advised by GDS.

What we're doing to improve accessibility

This website underwent a full third-party accessibility audit in September-October 2020. This accessibility statement has been updated to incorporate the results of that audit.

Preparation of this accessibility statement

This statement was prepared on 22 September 2020. It was last reviewed on 23 February 2021.

This website was last tested on 23 October 2020. The test was carried out by Sigma Consulting Solutions Ltd.

The pages to test were chosen on the basis of the following user journeys:

  1. Find information relating to pensions and pension problems
  2. Find information on different pension schemes
  3. Contact advisors about a pension query
  4. An extra random sample of pages, as guided by the Website Accessibility Conformance Evaluation Methodology (WCAG-EM) document (www.w3.org/WAI/test-evaluate/conformance/wcag-em)

The testing assessed the following pages:

  • Homepage
  • News
  • Content
  • Ask us
  • Contact Us
  • Enquiry Form
  • Publications
  • Videos
  • Accessibility
  • Web Chat
  • Search Results

Testing used the Web Content Accessibility Guidelines V2.1 levels A and AA to determine how accessible the selected pages are.

Frequently asked...

Where can I find out more?

If you need more information, please contact us. A pension specialist from our team will be happy to help with whatever pensions-related question you have. Our help is always free.

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