Terms of service
These terms describe how Pension Helper’s fixed-fee guidance and explanation services work.
1. The business
Pension Helper is a trading name of The Gaffer Group Limited, company number 11790164, registered at 12 Audley Road, Saffron Walden CB11 3HW. Contact: hello@pensionhelper.com.
2. Nature of the service
Pension Helper provides factual pension explanation, information organisation, guidance and illustrative analysis within an agreed scope. It is not authorised or regulated by the Financial Conduct Authority and does not provide a personal recommendation about what you should do, select a pension product or investment, arrange a transaction or take responsibility for suitability.
The service is separate from Piccadilly Wealth Management Limited and does not operate under Piccadilly’s FCA permissions.
3. Question review and proposed scope
You first submit a description of the pension or retirement question. Pension Helper reviews it and decides whether the service can appropriately help. We then propose one of the three published fixed-price services or a bespoke fixed scope, together with the information required and expected timetable. A paid service does not begin until you accept that proposal and the payment arrangements are confirmed.
4. Your responsibilities
You agree to provide information that is accurate and complete to the best of your knowledge, identify relevant deadlines and tell us when facts change. You remain responsible for checking provider documents and for every decision or transaction. Do not act solely on an illustrative figure or assume that a projection is guaranteed.
5. Fees and payment
The £99, £395 and £795 services are published one-off prices for defined levels of work. Questions that do not fit those levels may be offered on a bespoke fixed-fee basis. Work outside an agreed scope requires a new agreement. Card payments may be processed by Stripe. No ongoing fee or percentage of a pension pot is charged unless a future service is separately and expressly agreed.
6. Cancellation
You may have statutory cancellation rights. Before or at payment, you will be given the applicable cancellation information and, where relevant, asked whether you want work to begin during a cancellation period. Nothing in these terms removes rights that cannot legally be excluded.
7. Delivery and delays
Delivery periods are estimates from the point at which all required information has been received. Pension Helper is not responsible for delay caused by missing information, provider response times, events outside reasonable control or an agreed change in scope.
8. Clarifications and corrections
One reasonable clarification is included where stated in the service description. Please report factual errors promptly. A clarification does not extend the scope into a new question or recommendation.
9. When work may stop
Pension Helper may pause, decline or stop work when the information is insufficient, the matter falls outside scope, there is a conflict, unlawful or abusive conduct occurs, or the question requires regulated, legal, tax or other specialist advice. Any refund will reflect work already completed and applicable statutory rights.
10. Use of the report
The report is prepared for the named customer and agreed purpose, using the information and rules available at the time. It should not be treated as advice to another person or reused after a material change without checking whether it remains current.
11. Liability
Pension values, tax treatment, legislation, provider terms, investment returns and personal circumstances can change. Pension Helper will use reasonable care and skill, but does not guarantee a financial outcome. Nothing in these terms excludes liability where exclusion would be unlawful.
12. Complaints
Please send a complaint to hello@pensionhelper.com with “Complaint” in the subject line. We will acknowledge it and explain the response timetable. Because Pension Helper is not an FCA-authorised service, Financial Ombudsman Service and FSCS protections may not apply.
13. Intellectual property
The website, templates and report design remain the property of Pension Helper or its licensors. You may use and share your own report for personal purposes, including with your provider and professional advisers, but may not sell or republish templates or site content.
14. Governing law
These terms are governed by the law of England and Wales, subject to any mandatory consumer protections that apply where you live.