Phoenix Life Avaliações 3.192

Trying to cash in my pension with this company is a nightmare. They just drag everything out and its obvious that they are trying to get me to buy a annuity. Which I do not want

Would rate zero stars but not an option. Look after my father in laws policy changed address 2 years ago. Docs do have our new address on however the cover letter than goes to the old address. Spent 20 min on the phone trying to explain they have already got the new address its on everything else!! Dear god dont let these people have your finances!

Phoned today to chase up my lump sum pension. Apparently sent thru CHAPS rather than BACS or FSP. Was left holding on the phone for over 30 minutes, no call back offered (not that I trust they would). Noone from this company explained the payment had bounced back??! Surely they would see this on their records? The person I spoke to was disinterested and sounded young and inexperienced, very off-putting. Once this is sorted I'll gladly wash my hands of this shoddy, poorly run company.

I have an AVC with Phoenix and a date on every documentation they have ever sent me that my retirement date is in January. Since then I have been caught between Phoenix and my pension provider who are blaming each other for the fact that I have not yet received any payment, and with no real date as to when this will be resolved. My difficult contact with Phoenix has been compounded by their claim they can only deal with the trustees of my AVC, including not even being able to tell me how much is in MY account. Myself and millions of other people are reliant on pension providers to to their job, it should not have to be this hard!

Received a letter about lump sum allowances, which stated I had used the full allowance. Funny! I don't remember that!!! Asked them to clarify, gave them every conceivable piece of info and they emailed back asking for 4 things I already told them. Curiously, the FIRST responder was the Operations Director at Customer Services. Why is he dealing with this simple low level question? Feels suspicious, like they lost my money or mishandled it and are just giving me the runaround.

What part of you can’t speak with my mum on the phone do you not understand. SHE IS DEAF !!
She’s send you a letter recorded delivery telling you my father would have to deal with you . And you haven’t even replied . .
Shocking and boarding on discrimination!!

Absolutely awful service I lost my mum in February and it took them 6 weeks to even apply the death certificate to the policy and still waiting despite everything they need being sent weeks ago now would avoid
Now mid April and still chasing every time I get told it will be escalated presume it’s to a tortoise also logged a complaint that takes 8 weeks awful service at a difficult time

Absolutely appalling service from Phoenix Life.

I submitted my pension claim at the beginning of February. Eight weeks later, after multiple phone calls from France, I still have not been paid.

I provided all required details from the start, including my SWIFT code and IBAN. Despite this, I was repeatedly told information was missing. Each time I called, I was given a different excuse — first that payment would be made within two weeks, then that bank details were missing, and more recently I was even asked what currency I wanted to be paid in.

Three days after confirming euros, I chased again — only to be told the payment had not even been processed.

This has been an incredibly stressful and upsetting experience. I have financial commitments waiting on this money, and the constant delays, errors, and lack of coordination have caused sleepless nights and significant anxiety.

I am also disabled, and I feel this has not been taken into consideration at any point during this process.

The staff are polite, but the system is clearly broken. You have to fight for every bit of progress.

I would strongly warn others to be prepared for delays, repeated errors, and a very frustrating experience when dealing with Phoenix Life.

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