Financial Lives Survey

Financial Lives is the FCA’s flagship, nationally representative survey of UK consumers.

About the study

The Financial Lives survey provides information about consumers’ attitudes towards managing their money, the financial products they have and their experiences of engaging with financial services firms. The FCA first conducted the Financial Lives survey in 2017 and since then the survey has been run every two years. It was last run in 2022, when over 19,000 adults across the UK were asked about their needs and experiences with financial services and their financial situation, so that the FCA can make financial services work better. The survey is carried out every two years, and this is the FCA's fourth survey.

Information on taking part

We have invited adults in 265,000 households across the UK to take part in the survey. The survey can be completed by going to survey.natcen.ac.uk/finlives and entering one of the 3 unique access codes you received in your invitation letter. Unfortunately, if you have not received a letter you will be unable to participate.

About the Financial Conduct Authority

The Financial Conduct Authority (FCA) is the financial regulator for the UK and works to protect consumers when they use financial products or services like current accounts, savings accounts, loans and home insurance. 

Will my answers make a difference?

Your answers make a real difference. Over the 7 years we’ve been running this survey, we’ve used the findings to help make major policy decisions that affect everyone in society, for example about the availability of banking services, the quality of financial advice, and reducing the cost of credit. 

The survey also helps raise the profile of many important issues, such as: 

• The significant impacts of the rising cost of living

 • The increasing use of Buy Now, Pay Later 

• The difficulties many face due to bank branch and ATM closures 

• The need for customers who contact their financial services provider to receive information they can understand 

The survey also helps us understand the points of view of different people across society – from the youngest adults to the oldest, from those with few or no financial products to those with more complex arrangements, and from those living in our largest cities to those in the most rural areas of the UK.

To find out more about the survey, please see www.fca.org.uk/financial-lives.

Who is carrying out the research?

The FCA has commissioned us, the National Centre for Social Research (NatCen), to carry out the study on their behalf. NatCen is the UK’s largest, independent, social research agency. For nearly 50 years, we have worked with charities and government to find out what people really think about the big issues. NatCen is independent of all government departments and political parties.

How can I take part?

We have invited adults in more than 265,000 households across the UK to take part in the survey. The survey can be completed by going to survey.natcen.ac.uk/finlives and entering one of the 3 unique access codes you received in your invitation letter. Unfortunately, if you have not received a letter you will be unable to participate. 

Why has my household been selected?

If you have been invited, this is because your household has been selected from the Royal Mail’s publicly available list of residential addresses. We have selected addresses on a completely random basis, to ensure that we get a representative view of the financial lives of everyone living in the UK.

What will taking part involve?

The length of the questionnaire depends on the respondent’s circumstances. It tends to take longer for those with more financial products and services and for those that complete over the telephone. The survey is anticipated to take most people around 45 minutes to complete online and one hour or so by telephone. The survey takes longer when an interviewer has to read out the questions. Both online and telephone interviews can be paused and resumed at any point so respondents do not have to complete it in one sitting.

What questions will you ask those taking part?

The questions are about use of and attitudes towards financial services.

What do I get for taking part?

There is a £10 voucher available for everyone who completes the survey. You can only complete the questionnaire once per person.

Get in touch

You can call the Consumer Contact Centre at the FCA free on 0800 111 6768. For further information from NatCen, please email financiallives.survey@natcen.ac.uk or call free on 0800 652 4568.

Who are NatCen?

Read more

Help and support

FOR GENERAL QUERIES

Citizens Advice

Local offices available throughout UK

Phone (England): 0800 144 8848
Phone (Wales): 0800 702 2020
Phone (Scotland): 0800 028 1456

Website: citizensadvice.org.uk
Website in Scotland: cas.org.uk

FOR ADVICE ABOUT WELFARE AND BENEFITS

Turn2Us

Website: turn2us.org.uk

FOR MONEY GUIDANCE

MoneyHelper (formerly Money Advice Service)

For money advice (English): 0800 138 7777
For money advice (Welsh): 0800 138 0555
For pension guidance: 0800 011 3797

Website: moneyhelper.org.uk

FOR DEBT ADVICE

StepChange Debt Charity

Phone: 0800 138 1111

Website: stepchange.org

AdviceNI

Phone: 0800 915 4604

Website: adviceni.net

FOR COMPLAINTS ABOUT A FINANCIAL SERVICE OR PRODUCT

The Financial Ombudsman Service

Phone: 0800 023 4567 or 0300 123 9 123

Website: financial-ombudsman.org.uk

TO REPORT FRAUD

ActionFraud

Phone: 0300 123 2040

Website: actionfraud.police.uk

FOR HOUSING CONCERNS

Shelter

Phone (England/Scotland): 0808 800 4444
Phone (Wales): 08000 495 495

Website in England: england.shelter.org.uk
Website in Scotland: scotland.shelter.org.uk
Website in Wales: sheltercymru.org.uk

FOR EMOTIONAL SUPPORT

Samaritans

Phone (English language): 116123
Phone (Welsh language): 0808 164 0123

Website: samaritans.org

SupportLine

Phone: 01708 765200

Website: supportline.org.uk

OTHER HELPLINES

NHS medical helpline

Phone: 111

Privacy notice

The privacy statement explains why and how the personal data (also called your personal information) you provide in the Financial Lives survey is used. We also provide information about your rights and how to contact us, if you have any questions.

Read the privacy statement on the Financial Conduct Authority website.