Terms & Conditions

Welcome to Pensions Advice UK. By using our website and services, you agree to the following terms and conditions. Please read them carefully before submitting your details or using our services.

1. Free Pension Tracing Service

We offer a free pension tracing service to help you locate lost or forgotten workplace and private pensions. This service is provided in partnership with qualified financial advisers who are regulated by the Financial Conduct Authority (FCA).

When you submit your request, we will review your information and allocate your case to the most suitable adviser, based on:
- Your employment history,
- Type and number of pensions,
- The nature of your enquiry,
- The eligibility criteria of the adviser.
These financial advisers carry out the initial pension tracing work for free, without obligation, as part of their customer acquisition process.
You are not charged for this service unless you are offered and accept additional paid services (e.g., advice or consolidation) from the adviser or, if you are not eligible, from our fallback service Pension Pie.

If no adviser is able to accept your case based on their internal criteria, we may offer you access to our Pension Pie service, which carries a one-time upfront fee. This will be clearly explained before you choose to proceed.

2. How We Contact You

By submitting your information through our website or form, you consent to be contacted by Pensions Advice UK, our selected adviser partners, and/or Pension Pie using the following methods:

Email
Phone (calls)
SMS (text messages)

This contact may include:

Updates on your tracing request,
Requests for additional information,
Notifications about your eligibility or next steps,
Offers related to free or paid pension services.

You can opt out of marketing messages at any time, but service-related communications are necessary to process your request.

3. Adviser Allocation and Responsibility

Our role is to connect you with a qualified and regulated adviser who can carry out the initial tracing.
Once your case is accepted, the adviser becomes responsible for handling your enquiry in line with FCA rules.
Any further services (such as consolidation advice) will be discussed and agreed between you and the adviser directly.
If your case is not accepted by any adviser, you will be offered an alternative route through Pension Pie, which is a paid but non-advised tracing service.

4. Your Responsibilities

You agree to provide honest, complete, and accurate information when submitting your enquiry.
You understand that inaccurate or incomplete information may impact the outcome or delay your tracing process.

5. No Obligation & No Advice Guarantee

You are under no obligation to proceed with any paid services offered by an adviser.
Unless explicitly stated, neither Pensions Advice UK nor Pension Pie provides financial advice.
Any advice you may receive will come from an FCA-regulated firm, once your case is accepted.

6. Use of Your Information

We handle your personal data responsibly and in accordance with our Privacy Policy. Your information will only be shared with:

FCA-regulated advisers for the purpose of pension tracing and potential follow-up services.
Pension Pie, if you choose to use our fallback paid service.

We do not sell or rent your information to third-party marketers.

7. Fees and Payments

The initial tracing service via qualified advisers is completely free if your case is accepted.
If you do not qualify for the free adviser-led service, you may be offered our Pension Pie tracing service, which carries a clear one-time upfront fee.
No hidden charges or recurring subscriptions apply.

8. Limitation of Liability

We work hard to ensure your tracing request is handled professionally. However, we cannot guarantee that every pension will be located or that your enquiry will be accepted by an adviser.

To the maximum extent permitted by law:

Pensions Advice UK and Pension Pie are not liable for any loss arising from the information or services provided.
You accept responsibility for any decisions you make based on the information received.

9. Changes to These Terms

We may update these Terms and Conditions at any time. Any changes will be posted here, and your continued use of our services implies your acceptance of the latest version.