Personal pension queries

Sales/marketing/mis-selling: 32% Contract terms: 23% Misadministration by provider: 19% Unpaid contributions: 4% Other: 22% Source: OPAS

According to the Pensions Advisory Service (OPAS) - an independent non-profit organisation which provides free advice - there has been a 27% increase in enquiries and complaints over the last twelve months.

This is the largest annual caseload ever received by OPAS in its 19-year history.

The service said that the increase was because of growing concern about pensions, which has been highlighted by the Equitable Life debacle and the closure of final salary schemes.

Pension concern

Malcolm McLean, chief executive, said that this reflected a growing concern by people about their retirement income.

"There has been a surge of interest in pensions over the last 12 months, and it is good that more people are starting to realise the importance of having a decent pensioned we are taking responsibility for planning their financial security in old age. "

However, he said criticised pension providers for failing to simplify forms and communicating poorly with members.

In the year ending 31 March 2002, OPAS received a total of 46,290 queries to its help line and through written enquiries.

A large number of enquiries about personal pensions were from people concerned about sales and marketing, including mis-selling, reaching 32% last year.