About Financial Lives: A message for respondents

Financial Lives is our comprehensive survey of consumers in the UK. We first conducted the Financial Lives survey in 2017 when we asked 13,000 adults across the UK about their needs and experiences with financial services and their financial situation so that we can make financial services work better for you. We are carrying out this survey every two years, and this is our second survey which will ask 16,000 adults about their experiences.

Financial Lives invitation letter

The following information will be useful, if you have received a letter from our research partners NatCen (The National Centre for Social Research) inviting you to take part in the Financial Lives Survey.  

We would like to thank everyone who takes part in the survey. It is important that the survey includes a wide range of people, regardless of what financial products you have or of how good or poor your experiences of financial products and services are. 

If you have received a letter and would like to complete the survey, please go to: survey.natcen.ac.uk/finlives. You will need your unique reference number and password, which can be found in the letter.  

If you have received a letter and are experiencing difficulties accessing the survey online, please contact NatCen, using the details at the bottom of this page. 

If you have not received a letter, it will not be possible for you to take part. 

How we use the results from the Financial Lives survey 

We will use the results from the survey to increase our knowledge and understanding of the issues affecting consumers. In particular, the results are intended to:

  • help us to target our work to protect consumers where it is most needed 
  • gain a better understanding of whether, in the view of consumers, firms treat their customers fairly

The information you give us will be treated in accordance with our privacy statement.

Your responses make a difference

The Financial Lives Survey gives us powerful evidence to highlight what matters to consumers like you.

Findings from the first survey in 2017 made the front page of The FT, The Mirror and The Sun, and were discussed on BBC and Sky News and across social media. The FCA has used the survey to provide the consumer’s point of view in major FCA policy publications and in its consultations with government. The survey results from 2017 raised the profile of many issues for consumers, including lack of preparedness for retirement and use of unarranged overdrafts. The results from the 2019 survey will allow us to identify new consumer issues and see how such existing issues have changed from 2017. 

Further information 

If you have query regarding financial lives please read the FAQ’s shown on the back of the invitation letter.  

If you have read all of the invitation letter and would still like more information about the survey, you can contact NatCen or the FCA via email or by calling the information line between 9am-5pm Monday-Friday. 

Email: [email protected]

Telephone: 0800 652 4568 (freephone)

Alternatively, you can contact us on  

Email: [email protected]

Telephone: 0800 111 6768 (freephone)