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TPAS and MAS Launch Integrated Webchat Service

The Pensions Advisory Service (TPAS) and Money Advice Service (MAS) have launched an integrated webchat service which will ensure customers are connected to the most appropriate webchat platform for information on the specific topic they need to discuss.

Since January 2016, TPAS and MAS have been working together to ensure telephone helpline callers with pension queries are connected to TPAS and those with wider financial questions have their calls answered by MAS. Following on from the success of this joint working initiative, we have now extended cooperation to cover live webchat services on our respective consumer facing websites, moneyadviceservice.org and pensionsadvisoryservice.org.uk.

On the introduction of the new service, Michelle Cracknell, CEO of TPAS said:

“This is a great example of playing to your strengths. It has been a win – win – win initiative; MAS has been able to offer an enhanced service to its customers, it reduces costs and the customer gets to speak to a pension specialist. With us now both working together on webchat, we are looking forward to this initiative going from strength to strength.”

Charles Counsell, CEO of MAS added:

“It's important for customers to get the specialist guidance they need and we’re really delighted that we are now able to directly transfer our web based customers to TPAS when those customers have questions related to pensions. TPAS and MAS will look for further ways to improve our services and in due course we are looking forward to joining up our customer journey completely in the new Single Financial Guidance Body.”

TPAS webchat is available from 9am-6:20pm Monday to Friday and from 7pm-9pm on Tuesday evenings.

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