Pensions Guidance and Advice

Chris Stephens Excerpts

Tuesday 1st March 2022 Westminster Hall

[Stephen Timms (East Ham) (Lab)]

I start by congratulating the hon. Member for Amber Valley (Nigel Mills) on securing the debate and on his opening speech.

There was a serious flaw in implementing the pension freedoms. They were announced by George Osborne in his Budget speech in 2014 and implemented the following year. He said in his announcement that

“no one will have to buy an annuity. We are going to introduce a new guarantee, enforced by law, that everyone who retires on these defined contribution schemes will be offered free, impartial, face-to-face advice on how to get the most from the choices they will now have.”—[Official Report, 19 March 2014; Vol. 577, c. 793.]

It was a very clear recognition of the risks involved in people having much more latitude over their pension savings—often the largest sum of money they will ever have access to—and that the Government needed to ensure that everyone had guidance to help them make sound decisions. However, that guarantee has never materialised, and the hon. Member for Amber Valley was absolutely right to say that hundreds of thousands are accessing their pension pots without understanding what they are trying to do.

We do have the Pension Wise service, which is excellent. It is free and impartial, as George Osborne promised, and as the hon. Member for Amber Valley said, it gets very good ratings from those who use it—the problem is that very few people do. As my hon. Friend the Member for Kingston upon Hull West and Hessle (Emma Hardy) rightly said—I apologise to her for being absent for some of her speech—one of the reasons why Pension Wise is important is so that people can avoid being scammed. In June 2015, I received from the Treasury the answer to parliamentary written question 2227, which said that

“Pension Wise was launched to help people understand their options when taking advantage of the pension freedoms, including how to spot and avoid scams.”

Over the past seven years, there has been a very big phenomenon of pension scams that it is in everybody’s interest to prevent. So the default should be that people get a Pension Wise appointment.

[Chris Stephens (Glasgow South West) (SNP)]

Is the Chair of the Select Committee as concerned as I am that, despite Pension Wise being an excellent service, the number of Pension Wise appointments is actually falling? There is real concern here, which is why many of us want to see auto-appointments.

[Stephen Timms]

The hon. Gentleman is absolutely right.

The importance of guaranteeing guidance was stressed repeatedly, not just in George Osborne’s announcement but by the Government in the couple of years afterwards. The Treasury’s public financial guidance review, published for consultation in March 2016, said:

“Guidance is vital to ensure that individuals are fully aware of their options before they make a decision on what to do with their retirement savings”.

The hon. Member for West Worcestershire (Harriett Baldwin), who was then Economic Secretary, said in April 2016 that the Government were introducing

“a requirement that, in effect, ensures that consumers with a high-value annuity receive appropriate financial advice before making the decision to sell their annuity”.—[Official Report, 19 April 2016; Vol. 608, c. 876.]

In April 2018, her successor—the current Economic Secretary—the hon. Member for Salisbury (John Glen), said that before proceeding with an access or transfer application,

“subject to any exceptions, schemes must ensure that individuals have either received Pension Wise guidance or have opted out.”—[Official Report, 24 April 2018; Vol. 639, c. 831.]

That commitment, which the Minister appeared to believe he was delivering four years ago, has never been delivered.

The Treasury has very good reason to be concerned that people should make sound decisions in this area, but so does the Minister’s Department. Baroness Buscombe, when she was a Minister at the Department for Work and Pensions, said in May 2018 that

“We all want people to make more informed decisions and to make it the norm to use Pension Wise before accessing their pension.”—[Official Report, House of Lords, 1 May 2018; Vol. 790, c. 1995.]

Let me quote back to the Minister what he said in a debate on the Pension Schemes Act 2021, that Pension Wise should become the norm. He has since distanced himself a bit from that view, but he did express it: on Third Reading, I said that I was sorry he had not followed Baroness Buscombe and expressed the view that Pension Wise should become the norm, and he intervened on me to correct me. He said:

“I do—I said so.”—[Official Report, 16 November 2020; Vol. 684, c. 136.]

I responded to his intervention by welcoming the apparently universal agreement that taking up Pension Wise guidance should be the norm. Everyone agreed, but in October 2020, the Department published the “Stronger Nudge to pensions guidance” statement of policy intent, which said that the new nudges that would be introduced would increase take-up from one in 33 to one in nine. The most recent figures quoted by the Social Market Foundation last week suggest that take-up now stands at about one in seven.

As the hon. Member for Amber Valley said, the expectations at the start were way higher than that. Michelle Cracknell, the then head of the Pensions Advisory Service, which was subsequently absorbed into the Money and Pensions Service, said in evidence in October 2014 that

“ambition is that the take-up rate will be very high, with over 75% of people taking the guidance”,

but that it might only be 25% to start with. In fact, it has never got anywhere near 25%, let alone 75%.

The Committee’s concern about Pension Wise take-up is long-standing and goes back well before I became Chair, to the period years ago when the hon. Member for Amber Valley was a member of the Committee. The Committee’s 2017 report stated:

“Free and impartial Pension Wise guidance, provided by telephone or face-to-face appointment, is greatly valued by those who use it. Take up, however, is not high enough.”

The report went on to point out that

“the existing Pension Wise promotion regime”

had

“proved insufficient.”

It is a very good service: nine out of 10 of those who use it report high or very high satisfaction—that is a pretty impressive—but it is hidden away from most people. The default ought to be that people get an appointment. That is why the Committee has recommended at least trialling automatic Pension Wise appointments.

Sir Hector Sants, the chair of the Money and Pensions Service, told the Committee in March that 72% of people change their mind about what they will do with their pensions savings as a result of talking to Pension Wise. As he pointed out,

“that tells you that the vast majority of people, left to their own devices, will probably make a poor decision.”

As far as I can see, the Government’s current policy will leave the great majority of savers in exactly that position.

We need to do more. Government and regulators need to end their indifference on this. We need at least a trial of auto-enrolment into a service that enables better outcomes from pensions savings. There will no doubt be difficulties, but let us at least try it out. The Money and Pensions Service has told the Committee that it would be very happy to support a trial.

The Committee recommended that

“the Government sets a goal for the Money and Pensions Service for the combined use of Pension Wise and paid-for advice when accessing pension pots for the first time”

of

“at least 60 per cent”.

The Minister suggested in his intervention that he thinks use might not be far from that level at the moment, so let us use that as a clear goal. The Committee also recommended

“that automatic Pension Wise appointments are trialled.”

We suggested

“two trials: one with an appointment when a person accesses their pension for the first time and another at the age of 50, before they can access their pension savings.”

I commend those proposals and recommendations to the Minister.

--- Later in debate ---

[Chris Stephens]

The Select Committee, of which I am a member, has heard evidence from the Association of British Insurers, the Pensions and Lifetime Savings Association, the Financial Inclusion Commission and Age UK, which all say that there should be an evaluation trial of auto-appointments as a means of increasing take-up of pension guidance. They are correct, are they not?

[Alan Brown]

My hon. Friend is right; I was going to come on to that. When the industry and all those bodies are saying that there should be a trial of auto-appointments, it is not controversial, and is something the Government should embrace. It was a Conservative Government that set up the Pension Wise advice system as a complementary service to the pension freedoms legislation, so it surely makes sense that the Government want to ensure that as many people as possible access impartial advice.

According to the Association of British Insurers, over £42 billion has been flexibly withdrawn since 2015, but just 14% of defined-contribution pension pots are accessed after the use of Pension Wise. We are talking about potentially billions of pounds being accessed with a high risk of it not being utilised properly for maximum gain. As the hon. Member for Amber Valley pointed out, people might make decisions that suddenly mean they are in higher tax bracket for the first time in their lives. Simple advice would remedy that.

Realistically, those figures should make the Minister sit up right away and pledge to take action. As others have highlighted, Financial Conduct Authority data confirms that the use of guidance and advice has actually decreased in recent years. Again, that should be an urgent call to action for the Government.

In March 2020, the chairman of the Money and Pensions Service, Sir Hector Sants, told the Work and Pensions Committee:

“A significant number of the people who contact Pension Wise will come away saying that, after having spoken to our guidance service, they have concluded that they should do something different from what they had in mind in the first place… There is a figure that suggests that 72% of people are saying they have changed their mind about what they will do as a result of talking to our guidance service. In a way, that is a simple statistic that tells you that the vast majority of people, left to their own devices, will probably make a poor decision.”

Again, £42 billion has been accessed since 2015, but 72% of the small number of people who received advice ended up making different decisions following receipt and consideration of that advice. The level of cash that is being accessed, with poor decisions possibly made on the back of that, is frightening—and, of course, some people are being scammed altogether.

The chairman of the Financial Conduct Authority, Charles Randell, made the following observation when asked about the adequacy of regulatory policy when he gave oral evidence to the Treasury Committee in November 2020:

“This issue about people making poor choices when exercising the freedoms and responsibilities that have been put on them in the last 10 years, through a variety of changes in Government policy, is probably the one that I worry about most of all.”

Does the Minister not share these concerns? I am concerned that he does not. I welcome the fact that the right hon. Member for East Ham highlighted comments that the Minister has made previously that he does not seem to be holding true to. Is the Minister blind to these concerns that everybody in the industry is raising?

The other crucial aspect in all this is that, for those who have used Pension Wise, it has been deemed a success. When the Government have a success story that they can relay, why are they not trying to build on it and enhance it? The 2019-20 Pension Wise user evaluation found that 94% of appointment users were very or fairly satisfied with their overall experience of Pension Wise; 88% of appointment users said that Pension Wise helped to improve their understanding of pension options; and 70% of Pension Wise users correctly answered eight true or false statements relating to their pension options, compared with 43% of non-users. That last statistic is proof of the additional knowledge gained by accessing impartial advice.

In contrast to the evidence gathered since 2015, the Government’s approach to non-advised savers seems to inhabit a space somewhere between “fingers crossed it’ll be okay” and “if savers stuff it up, that’s their own fault”. Again, that brings me back to what the hon. Member for Amber Valley outlined about the known risk that affects savers; he put it well.

Currently, 19 million people are at various stages of their defined-contribution pension journey. Their retirement outcomes depend, first, on the generosity of their employer’s pension offer and, secondly and critically, on the decisions they make at the accumulation and decumulation stages. If a saver has contributed to pensions for over 40 years, surely it is right that the system does all it can to ensure that they take as little time as 40 minutes for a guidance appointment.

The Minister’s response to this issue of low take-up of guidance and advice has not been to address it directly but instead to point to the “stronger nudge”, as he did earlier, or to other pet projects such as mid-life MOTs and pension dashboards. They are measures that I support, but they are not available in the here and now, whereas Pension Wise is. As for the stronger nudge, the FCA and his own Department admit that, on the basis of trials to date, it is unlikely to have a dramatic effect on guidance take-up. Indeed, the trials suggested that there would be an increase of only 8% in the take-up of advice, so that clearly is not the solution.

Once again, I ask the Minister and the Government to commit to a trial of auto-appointments. Two trials could be considered: one with an appointment when a person accesses their pension for the first time, and another—this idea came from the Select Committee—with an appointment at the age of 50, before someone can access their pension savings, which is the kind of mid-life MOT that the Minister supports. Piloting an auto-appointment system for the Pension Wise service is a clear recommendation of the Work and Pensions Committee, and the Association of British Insurers supports it too.

The Committee also recommended that the UK Government should set a goal of at least 60% of people using Pension Wise, the Government guidance service from MaPS, or receiving paid-for advice when they access their pension pots for the first time. Meeting such a target would see billions of pounds being accessed in a way that minimises the risk of poor decision making by people who are not used to assessing such sums of money.

Will the Minister confirm, once and for all, that he supports a trial of auto-appointments, as recommended by the Select Committee and the industry? It is a no-risk option for the Government to implement. Will he confirm the timescale for such a trial? If not, will he say why he is ignoring the advice and why he is willing to allow people unwittingly to continue making bad decisions with their pension pots? If they are accessing that money and using it for the best means possible, it should be able to support not just them but the wider economy better.