Home FCA Handbook PDCOB PDCOB 12 PDCOB 12.5 Disclosures to be provided to customers in relation to post-view services
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PDCOB 12.5 Disclosures to be provided to customers in relation to post-view services

30/11/2024R

A firm must ensure that any offer for post-view services is accompanied by prominent information which:

  1. (1)

    explains the nature and purpose of the post-view service;

  2. (2)

    explains the limitations of the post-view service;

  3. (3)

    explains how customers can raise a query or complaint about the post-view service; and

  4. (4)

    includes the messages required under PDCOB 5.5.

06/04/2026G

In order to ensure that the nature of the post-view service is not misleading and is capable of being understood by customers, a firm should consider including information which:

  1. (1) ensures that customers do not perceive post-view services as giving them guarantees of what their pension(s) will be worth in retirement;
  2. (2) ensures that customers do not perceive post-view services as giving them personal recommendations or ready-made suggestions; and
  3. (3) where relevant, explains the assumptions underpinning modellers, projections, calculations or similar.

Pensions dashboards and digital pensions simulations

25/09/2026R

Where a firm carrying on regulated pensions dashboard activity provides a projection in relation to an in-force personal pension scheme or stakeholder pension scheme that is based on generic assumptions due to the firm not holding the relevant information in relation to the specific pension product, the firm must explain:

  1. (1) that the firm does not hold the required underlying information in relation to the relevant pension product in order to present the amount of any future benefit payable under the relevant in-force personal pension scheme or stakeholder pension scheme;
  2. (2) where a projection is not based on underlying information, that the projection uses generic assumptions; and
  3. (3) that, as a result, the retail client should not rely on the projection.