The Money Advice Service (MAS) and The Pensions Advisory Service (TPAS) have launched an integrated webchat service which will ensure customers are connected to the most appropriate webchat platform for information on the specific topic they need to discuss.
Since January 2016, TPAS and MAS have been working together to ensure telephone helpline callers with pension queries are connected to TPAS and those with wider financial questions have their calls answered by MAS. Following on from the success of this joint working initiative, TPAS and MAS have now extended cooperation to cover live web chat services on their respective consumer-facing websites, moneyadviceservice.org and pensionsadvisoryservice.org.uk.
Charles Counsell, CEO of MAS said: “It’s important for customers to get the specialist guidance they need and we’re really delighted that we are now able to directly transfer our web based customers to TPAS when those customers have questions related to pensions. TPAS and MAS will look for further ways to improve our services and in due course we are looking forward to joining up our customer journey completely in the new Single Financial Guidance Body.”