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TPAS Annual Review 2017-18

We are proud to launch our Annual Review for 2017-18. In it we present key statistics of the past financial year, as well as sharing our valuable insight. The review gives details of the type of customer queries TPAS receives and how the service is delivered.

“Over the last 5 years, we have seen a significant increase in consumer contact and continue to help more pension savers. We’ve have been building new channels for service delivery to create efficiencies and have increased the number of customer-facing staff.

Throughout all of this change, we have kept the customer at the heart of our business and have continued to drive the cost per customer down, without impacting on the quality of pension guidance provided.

In 2017-2018, 186,509 pension savers contacted us seeking help with their pensions, this represents a 121% increase from 2013-2014. Our website received 3.2 million website visits, ranking the website 11,737 in the UK.

Our cost per direct customer (i.e. excluding customers to our website) was £36 in 2017-2018 compared with £41 in 2013-2014. The cost per customer (which includes website unique users) is £1.37 per customer compared to £2.20 in 2013-2014.

A key part of our work is the partnership that we have with other organisations and TPAS thanks them for their support.”


Michelle Cracknell – TPAS Chief Executive


“This is the second year of a very successful partnership between TPAS and MAS. Customers who contact MAS whose questions are primarily about pensions are transferred seamlessly to the TPAS contact centre, whether they have contacted us by phone or webchat. During the course of the year, our partnership enabled us to pass 15,478 customers through to TPAS in order that they could receive the specialist pensions guidance that they needed.”

Charles Counsell – Money Advice Service


“We were very grateful for TPAS’s support in the two ABI Tech Sprints that we ran on the Pension Dashboard and on self-employed people and pension saving in 2017 and 2018. It is great to have their insight into how customers think and what we need to do to empower them to act.”

Yvonne Braun – Association of British Insurers


“It has been fantastic to build even closer links with TPAS this year. TPAS was able to offer some of their valuable insight into our series of reports on Customer behaviour and we were delighted that they spoke at a number of our events. The work that they do with customers is invaluable in the complex pension landscape.”

Chris Curry – Pensions Policy Institute

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