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Information on taking part

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.

What is the Financial Lives Survey?

The FCA first conducted the Financial Lives survey in 2017. 13,000 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 for you. This survey is carried out every two years, and this is the FCA’s second survey.

Will my answers make a difference?

Yes, they will.

Front-page in The Financial Times, The Mirror and The Sun, and discussed on BBC and Sky News and across social media, the survey has raised the profile of many issues for consumers, including lack of preparedness for retirement, use of unarranged overdrafts, not being able to access financial products, and the complexity of products and/ or how they are priced.

The FCA has looked at the results in many ways, including from the point of view of consumers in different age groups and in different parts of the UK. Please see their web pages for more details:

They’ve used the survey to provide the consumer point of view in major FCA policy publications, for example about the availability of banking services, the quality of financial advice and the costs of credit. When the FCA talk to government about the issues that affect consumers in financial services, the survey has given them powerful evidence to highlight what matters to you.

We and the FCA hope we can count on your support.

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 165,000 households across the UK to take part in the survey. The survey can be completed by going to 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 survey takes around 30 minutes to complete. If you have been invited to take part, full instructions on how to start the survey can be found on the letter you will have received.

What questions will you ask those taking part?

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

Will respondents receive an incentive for taking part?

Yes. There is £10 available for everyone who completes the survey online. We will only accept one questionnaire per person. Checks are in place to detect fraudulent completions.

Where can I get more information?

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