Phoenix Life Opiniones 3204

Awful , non existent customer service .
I have called them about 10-12 since Xmas to cash in my pension.
Each time I get a different answer for the delay in paying me , despite confirming they have received all the paperwork and done the relevant checks .
You would think it was their money they were dealing with .
I have already raised a complaint which will no doubt have to go the the ombudsman.
I suggest proper staff training and checking their processes is the only thing that will improve this company’s reputation.

Slow & cumbersome communication processes, no web access available for policies. Unable to email any literature. Any questions or queries required 40 minute phone calls & long wait times. All communication was by letter, making access to MY funds slow, laborious & frustrating.

Put one star as no option for less!! AVOID THIS COMPANY. GET YOUR MONEY OUT ASAP. BE AWARE TO ACCESS YOUR MONEY IT WILL TAKE FOREVER. WHAT A SHIT SHOW.
WE WILL DEAL WITH THEM THROUGH THE OMBUDSMAN.

My wife died in September 2024 with my life assurance policy assigned to her. I then discovered my direct debit had not been actioned from February 2025. I wrote to them asking why and trying to change the beneficiary After been fobbed off I requested the .policy to be cashed in. They are now been obstructive! I do not intend them to mess my family up any more and may pay a visit to their office with City of London Police to arrest management for Fraud and Theft

Been trying to cash in my partners pension for the last 2 years without success. Called the company to send the pension claim forms but to still waiting. When we call them again and again we are told that they need to speak to us to explain the options available. And yet they claim that they do not give advice and that we need to seek professional advice. We can only seek independent advice if we know the value of the fund. There is no need for us to have a conversation with them if they can't provide financial advice. I am contacting FCA to complain.

I am only giving one star as it’s not possible to give no stars. I cannot get access to my pension benefits as Phoenix Life say I need to do this via Standard Life and Standard Life says I need to do it through Phoenix Life. I have never experience this level of incompetence and lack of care. Even the complaints team acknowledge my questions have not been addressed and yet I still cannot progress this matter. The team all just ignore emails. My matter is with the Ombudsman now to help with this ridiculous matter. I expect they have 100s of complaints from these companies.

Not a good company to invest in. They did not honor the estimates provided at the time the policy was underwritten. I would have been better off saving my monthly premiums in a building society. I would not trust this company.

Customer service - there isn't any.
Huge waits at call center,
Website rubbish / slow.
They send emails as encrypted zip files that get rejected by spam / virus filters,

After being on hold for 30mins said they had to speak to my wife re policy.she finished work early after being on hold for 20mins they said it was too late to deal with her it was 520pm they closed at 530pm.promised a phone call back within 24hrs. One hour before closing again we rang and were on hold for 30mins after going through some security questions the call taker with a heavy Indian accent put the phone down on my wife whilst after asking for her national insurance number.
Tried for 2 days on the app,which for 2 days stated an error had occurred to ring in.
If the call back is received tomorrow my wife will be at work and no doubt they will refuse to speak with me
Terrible service and app

Why Can't I access my money?
Phoenix life make it as hard as they can for you to access your funds. Waiting for 30 mins plus on the phone, sending out the same paperwork daily - WHY ARE THEY CUTTING DOWN THE RAIN FORREST, sending the same information out daily. No one answers the phone. The numbers they give you are for the main switchboard and not the departments requried. And now I have been forwarded to Glasgow and now onto BASINGSTOKE now onto London. They clearly do not want me to access my pension! UNACCEPTABLE. They are great at taking your money but DO NOT WANT TO GIVE IT BACK.

AVOID PHOENIX LIFE AT ALL COSTS

The customer service is awful. We had no option but to use them as my wife's original pension had been transferred to Phoenix Life from Sun Alliance and she had no say in the matter.

When you're on hold, they keep going on about using their website but my wife had no option than to ring them as they stipulated this in their most recent letter. To quote: "please call us so we can talk through....." There is no online option. This is deliberate delaying tactics. My wife was on hold for 30 minutes before talking to someone who just told her what she already knew. And then she could not put her through to the relevant people - line engaged. So she said they'll call back BUT it will be at least 3 working days before they call back - why? Again it's delaying tactics because they don't want to give my wife her money.

In August 2025 I received the age of 60 and prior to that had received correspondence to say that my Pension Policy could be cashed in so that I received a lump son or I could continue and not action was needed.
I decided to cash in my policy and sent to you all the necessary documents asked for with my passport.
I received monies into my bank account which was fine but no Passport.
On 4th November 2025 I contacted your office to ask the whereabouts of my passport and was told that it would be posted to me and that a request to do this asap was generated. I have called the office several times.
On 11th December 2025 Complaint letter sent which said that an investigation was underway and that I could contact you by email to try and ascertain what was happening I have emailed several times to the address on the letter and received no reply !.

Where is my passport and what has happened to it !

Doreen Goodwin

Quick at keeping your money, but not so quick at releasing. Requested pension to be transferred to another provider in December, received a letter on 10th February to say it would be done in 10 days. Still not done, despite chasing Phoenix Life repeatedly by phone and lodging an official complaint, which they said would take 8 weeks to respond to. Awful company to deal with.

23/02/26 I sent a complaint to Phoenix Life, using their online form, to say, and I quote, '05/01/26 16:32 your Katie said that I would be hearing re my Cash-in-Lump Sum, by call back within 24 hours. I have heard nothing from Phoenix at all ..... '. Phoenix sent an auto reply to say now that they would be 'writing' to me. It is now 06/3/26 and still 'nothing'; wondering if they are in financial trouble?

Hi. To the very helpful staff of Phoenix life who have sorted my pension out.
A big thank you to you all, and to everyone out there with a Phoenix life pension treating there staff with a little respect goes a long way.
Thank you Glenn.

My small policy began in August 1986. Forty years later, it is projected to mature at about £500.00 more than I have put into it. I’d have done better in a savings account. Their customer service people try to be helpful but they’re nothing more than a call centre which “escalates” complaints to the financial department. Customer Service manager Caroline Somebody didn’t read the complaint properly and offered me £250 for the “inconvenience” of their having lost my £33,000. The Financial Department doesn’t respond at all. Snail mail letters come from Operations Director Milind Dhuru. Milind Dhuru also can’t be bothered to respond. I had to resort to the Financial Ombudsman to track down the £33k policy. Incompetent and offensive. Sadly they bought my policies from companies I preferred. Don’t trust them to handle your money effectively or efficiently.

A really drawn out process at a time when I could really do without. I tell them every time you found me I didn't find you. Since November 2025 I have submitted all evidence they have asked for, even submitting paperwork going back to my mothers passing in 2003.
Any forms I have filled out I have sent back via email, which takes them 2 - 3 to log onto their system.
I dreaded seeing an envelope through my door from Phoenix as at one point it went over the same thing.
I spoke to several different people up until today, all may I say younger than myself and all told me something different, nothing was ever the same. When I was told I would get a call back with answers, this happened once and then he had no answers for me just promises.
I have waited 10 working days, 3 - 5 days to post and still no money has been deposited into my account, at one point I was told their computer system had gone down and the money needed to be paid manually. Still nothing. All the time I was having to relive my fathers death. Even when I did make a complaint they don't get in touch as promised just saying I will escalate this. I have even now said I don't believe there is any money coming to me.
The whole experience has been stressful and upsetting. A sorry from Phoenix just doesn't work.
In my opinion this company is a joke at the publics expense. If I could give them a zero I would. Avoid at all costs. Have now contacted FCA.

I sincerely believe that they keep holding peoples monies so they can earn the interest on it all.

This company do not even communicate with each other let alone its customers.
At one point I was told the IT system was down and nothing could be paid out as the monies were off shore. That is worrying in itself.

In September 2024 I made an application to withdraw the totality of an investment in their Life funds. To date, after many telephone calls and letters I still have not received anything. The latest letter (they refuse to use email) claimed something that they can't support

Avoid this company like the plague! And beware their changing their name to Standard Life Ltd, because of adverse publicity and poor Trustpilot reviews. So what’s wrong with them, customer service is appalling, promising numerous times to call me back, it just doesn’t happen! Tried their App, just as bad and anything important, like values we’re not an available!

I received my annual pension statement with a projection in 5 years time showing as less than the current value. I queried this and they could not come up with a plausible explanation but said they'd send out another statement. It felt like they were going to pick a number out of thin air so that I would go away. I will be transferring out as soon as I possibly can.