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Further support for clients

Here at Pension Access, we recognise the different ways our clients’ day-to-day lives can be impacted by certain physical, mental or exceptional circumstances. And we appreciate the difference a little extra support can make to those who need it.

If you believe you would benefit from some further assistance, such as tailored communication, then we may be able to help.

Here’s how we’ve helped in the past

Every situation is unique. We will ask questions about your individual circumstances to better tailor our communication and service to you. And we will keep a note of your preferences so you don’t have to tell us again.
Dedicated case manager
You could be appointed a case manager who will be your main point of contact. They can help you by:
  • Discussing any letters you have received over the phone
  • Being a person that you are comfortable and familiar with
Third party assistance
Nominating a third party to speak with us on your behalf can be really helpful if you:
  • Are hard of hearing
  • Have mental or physical health conditions that affect your ability to communicate
  • Have a language barrier
Altered text size
We may be able to alter the size of the letters and emails we send to you.
Video call
We can arrange for your appointments to be via video call rather than over the phone. This can be helpful if you are hard of hearing.
Preferred contact times
You can request specific times of the day to be contacted.
Summary of telephone conversations
You can request a letter or email summary after any telephone conversations. This can be particularly helpful if:
  • You are hard of hearing
  • You have any mental or physical health conditions that might affect your memory or comprehension
If you believe you would benefit from some further assistance, such as the features listed above, please contact us on 0800 009 3388 or email us on

Further support

There are a lot of organisations out there ready to help however they can. Click here to see a list of these organisations, their contact details and a little about them.
0800 009 3388
Mon-Fri 9am-5pm


Pension Access is a trading name of Harbour Rock Capital Limited which is registered in England & Wales as a Limited Company, No. 10290349. Authorised and regulated by the Financial Conduct Authority, No. 754580. Registered Offices: Affinity House, Beaufort Court, Sir Thomas Longley Road, Rochester, Kent, ME2 4FD. Telephone: 0800 009 3388. Email:
© 2024 Pension Access. All right reserved.
What's in your info pack?
Your FREE information pack contains all the information you need to make an informed decision on wheter or not taking tax free cash from your pension is right for you.
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Note: We are unable to advise on the state pension or any pension you are already taking an income from.

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    Keeping in touch

    We'll send you updates by email or text message. One of our specialists may call, just in case you have any questions about your pension. We’re big believers in never bombarding people with calls.

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