Phoenix Life Reviews 3,200

After an unintelligible push button selection offered requiring information as to the original of a policy taken out decades ago, when finally put through to an automated message telling me I'm important, no-one answered for 10 minutes before I put the phone down. No email address is provided and no facility to send documents by email.

over a year and a half since my father died. Numerous letters and absolutely zero meaningful response. The last valuation quoted a fund in October 2023 which had in fact ceased to be part of my father scheme in 2022. On top of that my father is non-UK tax resident and they have deducted capital gains tax without providing any explanation or reasoning at all and without responding to my letters. In the process of using the financial ombudsman, but all I can say to anyone thinking about using them is just don’t. The pain and agony of someone left having to sort out your policy once you’ve gone is just not worth it. 

still waiting after about 5 weeks for my retirement pack, got a letter last week telling me they are dealing with my request, I only want an information pack, this is taking to long, its become a joke,

This company is not worthy of even one star, the experience I have had and continue to have is appalling and I would not recommend this company to anybody.

I notified this company of my late mothers passing in January, I sent the requested documents to themselves and did not hear anything off them for months. I chased up a response from them on numerous occasions as to which they told me they would get in contact with me. In May I again phoned them and I was told that they had lost all of my documents that I sent to them which had private information on and I would need to send it all off again.

It is now June and I am still no further forward. The communication is non existent and when they do communicate, it is through letters which take a week to get to the address. Why they can’t phone or use email is beyond me.

I have phoned them today and I was unable to get through to the customer service team and was told that it would be a 72 hour wait for a phone call back and I will definitely have a response by the end of the week. This is just for a simple enquiry and I’m again waiting around for them to communicate with me over a letter that was sent a week ago and I’ve only just received it.

I have made a formal complaint and as a continuing theme, I am still waiting for something to be done. This company does not care about what they’re doing to people. I am grieving the death of my mother and I’m getting the run around from a company which hold my mums pension.

If I coukd give this company 0 stars this is what I wiukd give them. Having first contact them the first week in May and asking for a pension release pack which you need to have before they release anything, I am being given the rin around. Being told it takes weeks to come and then requesting it by email because I am blind so obviously have specialist equipment that would read it, was told it will take 13 days for the email to arrive. Phoned again this morning requesting it again, she said a couple of minutes and then nothing sent again. Raises the issue again thus afternoon. Always conflicting information. They obviously have no intention of paying out as it should not be a problem to release a pensiins option pck. Being blind and in a wherlchaur is stressful enough without having to deal with companies who have no empathy and mess you around constantly. Totally unfair and knowing my disability you wiukd think they woukd react a bit more empathetically.

We sent a formal complaint by Special Delivery on May 12, 2025 — guaranteed next-day delivery — regarding the mishandling of a pension distribution, which has caused significant emotional and financial stress. Despite giving them 10 working days to respond, we’ve had no acknowledgement, no reply, nothing.

This isn’t a minor query — it’s a major issue that affected someone’s financial stability and mental wellbeing. It’s now June 3. Over three weeks. Silence.

Phoenix Life’s complete lack of urgency, empathy or professionalism is inexcusable. We are now escalating the matter to their governing body and the relevant ombudsman.

Avoid if you expect accountability or basic communication.

Avoid this company as they do not bother to respond to customers. Eventually I made a complaint 5 months ago about the lack of any action from them - still no response so I have now complained to the financial ombudsman.

Absolutely appalling service!

I’ve made several attempts over the last two weeks to cash in my pension and unable to get through or transferred to be disconnected until today. Spoke to very kind lady who did her utmost to transfer me to the correct person. Although she felt I had need to complain, she asked if getting me through would resolve this complaint, which I agreed to just get my matter resolved and cash my pension in. I spoke to another person in the correct department who took me through the verbal journey. I was given the option to continue online as would be quicker. I agreed to this . I have been on the link to do this and consistently being taken back to previous pages when pressing next to continue. I finally got to the end and unable to continue to process so now back to square one! Not open weekends, back at work next week and no time to sit holding. Also promised call back yesterday for today between 8.30 and 10am and had to call again to get through re above. Would definitely cash in your pensions and run the other way from this company.

I have been trying to ignite a power of attorney for my sick father in law and the service has been diabolical. What company has a 15 working day response to emails in the first place and they then violate this with no response and do not reply to any further emails. You then have to go through the whole phone process and no one can help as no one manages this email box! When companies realise if they offer efficient customer service they might win more business and referrals! Still no further with an answer.

I’ve been with Phoenix Life since 1989, trusting them with my pension for over 35 years. Now that it’s time for them to pay out, I’m hitting a brick wall. Despite repeated requests, I still haven’t received confirmation of my pension payout.

Over the past four weeks, I’ve made around 20 phone calls — each one more frustrating than the last. I’ve been passed from person to person, given vague assurances, and left with zero follow-through. It’s impossible to get a straight answer, and there’s no sense of urgency or accountability.

To make matters worse, I’ve lodged three separate complaints, and every single one has been upheld in my favour. That says it all — even they admit they’re in the wrong, yet nothing changes.

This isn’t just poor service — it’s gross mismanagement. Phoenix Life have had my money for decades, but when it’s time for them to deliver, they fail at the most basic level. Avoid them at all costs. If you’re thinking about trusting them with your pension, think again.

After a 5 year hunt I finally located a pension policy now being held with Phoenix Life. It changed hands several times since the early 80's and proved a bit of a bugger to locate. Pensionbee, the UK Gov website, various 'financial advisors' all drew a blank. I resorted to blanket writing to every pension company in the UK and finally got an answer from Phoenix. That was the start of many issues. I now have the equivalent of a small tree in paperwork, multiple copies of everything, numerous requests from them to send various documents which I complied with. In Sep 2024 I requested a settlement quote that eventually arrived about 3 weeks after the request. The valuation included a tax-free amount that I wanted paid to me to pay down my mortgage in March 2025. I eventually got my tax-free sum paid out in May 2025, almost a SEVEN MONTH delay ! Sure, they come across as using every delaying tactic they legally can - including 2 phone calls each lasting 30 -40 minutes whilst their 'pension expert' takes you through a blitz of legalese and jargon seemingly designed to either confuse of frighten you. Sticking to my guns I practically demanded on the second call to get the annuity in place and paid as soon as possible. I often felt like giving up but persevered and eventually got paid. In contrast Scottish Widows who hold a workplace pension for me paid the tax free amount in 10 days from first contact, I can access the drawdown account online no issues. Phoenix dont even have my policy on-line. Very poor in this day and age.

This company is a dinosaur. They take days to respond to an online account secure message. They write to you instead of emailing. Their rates are not competitive. We had two life policies which we were paying £150 per month for. Wanted to reduce cover by 50% but they wanted 61% of the old premium. Took them 3 weeks to deliver this quote. My goodness we are in the technology age stop using your quill pens and move to the new world. After being with them since 1996 we are delighted to have left. Just waiting for the letter to say what wonderful customers we have been and please accept the flowers with our gratitude for your loyalty over the last 29 years. Is it any wonder there is only disdain for financial companies and that customer loyalty has gone forever. I feel for anyone who works for these soulless companies!

I have been attempting to surrender a whole of life policy since February. Twice I have been told the forms have been posted but still never received. Submitted a complaint at the same time requesting the forms for surrender be resent. 3 weeks later still no surrender forms but a standard complaint response telling me 'it is being looked into', but royal mail had to tear top of envelope to see address as the letter had been put into the envelope obscuring the envelope window! So I suspect the reason my claims requests are failing to reach me are for the same reason. They have once again claimed today to have posted the forms to me - I also asked for them to be emailed but generally don't like this as I don't have a printer at home so would need to visit a library to print and sign the forms but in desperation thought I'd ask for that option as well as post. Guess what. they have emailed a zipped file that won't download. So they cannot send my forms to surrender in any suitable way or format since February and it's now May. I'd really like my money but it seems they are almost deliberately withholding it, using systems that don't work or preventing delivery. To me as I've been asking for the money I am entitled to since February it is tantamount to theft.

An absolute disgrace of a company. We’ve had a complaint against them for over 2 years now and they still haven’t paid my late father’s pension. They ignore emails, are unable to communicate when they do, and provide no time frames. They even wrote to my Father knowing full well that he had died. I told them again and again yet they still wrote to him. They are insensitive and untrustworthy. The ombudsmen is now involved. Avoid at all costs.

I am extremely frustrated with the slow and inefficient process I have been experiencing. I have been waiting 20 days for my pension options pack, which still has not arrived. Last Friday, I was passed around to different departments while trying to request the cash and was informed that it would take 15 days to process one form, followed by another 15 days for the payment. This is simply unacceptable in this day and age.

The poor customer service representatives bear the brunt of my frustration, even though they cannot do anything about it since the issue lies with the 'back office.' Are we back in 1990 when I bought this policy? Please get your act together!

I also sent my marriage certificate at the insistence of the representative I first spoke to, as I have been married for the past 20 years. I am worried because I have yet to receive any confirmation about the return of my certificate.

I have also never seen so many poor reviews on here in one go! Are the people at Phoenix Life aware or not bothered?? Somebody needs to address it urgently!!

Since writing my last review I have discovered that they have been trying to pay my monthly annuity into a bank account I closed in 2022. They have been using my new bank in 2023, 2024 and even Jan and Feb 2025 then in March they sent my money to my old closed account. As I live in US and they refuse to use email it is taking a very long time to sort this out and even when I sent a blank/cancelled cheque from my new account to show details they tried again to pay outstanding money into my old closed account. They now owe me March\April and May with June due on 7th. I am in despair at the sheer incompetence of this company. What happened in March to make them revert back to my old account? Was there a change of personnel? I just can't get any sense out of them. I had to tell their complaints department what the problem is because after 4 weeks investigating they still didn't know. It actually took 4 months in the end! 4 months of dealing with idiots, 4 months of zero pension payments. Eventually they paid a lump, one off sum into the correct account and I don't need to deal with them anymore YEAH! I would advise that nobody deal with this company. They don't appear to understand the English language nor are they numerically articulate!

I have been dealing with Phoenix since sadly losing my father in October 2024.

I cannot wait to disentangle my funds from Phoenix - at every stage they have demonstrated a shocking lack of urgency - no doubt the delay is exacerbated by the fact that they know I'll be withdrawing my money - so they are trying to sit on it for as long as possible.

It took three attempts to receive paperwork with our names spelled correctly - despite having to submit identification to them (which obviously had correct names on them) THREE attempts to correct simple spellings. The level of incompetence is staggering.

Phoenix have repeatedly sent communications intended for my co-beneficiary - to me. These are communications which should be treated in confidence!

They also insist on processing our requests together - even though we are not related and have been making independent financial decisions. So my wishes have been further delayed by the indecision of my co-beneficiary. I'm told "this is the way our system processes Drawdown Policy set ups." I find that illogical - what if my co-beneficiary had decided to leave their money with Phoenix?

As soon as my money is converted to a flexi access draw down I will be transferring it out and hope to never deal with them again.

Avoid at all costs unless you have hours to waste on delays and admin errors.

My daughters mother ( ex partner) passed away just after Xmas, she has been trying to claim and close account now for 3 months , excuse after excuse and still no closer than day 1 , 2 other pensions and 1 of my own has been closed in the meantime , I had to cash 1 of my own to pay for the funeral, absolute disgusting service and whilst looking at other writeups on social media , it has taken some people up to 11 months , my advice go elsewhere , this is obviously a company that doesn't care

Due to providing elderly parental care and needing home modifications I decided to cash in an old pension as a lump sum.
Customer service from the 2 staff I spoke to absolutely spot on ,though I didn't ask for it was told by both that due to my personal circumstances the forms needed for payment would be with me within 5 working days and payout with me around 7 working days after they received the returned forms.

In fact it took 3 weeks and 2 days for the forms to arrive ,I returned them same day registered post and signed for and pay out hit my bank account 13 working days later.

To me it made no great difference but some folks under some circumstances could be relying on a speedier process.

Where do i start with these bunch of Shysters!
No one every answers and they are slow to reply to email! excuse ofter excuse, claim they never receive docs and ask again for the same document to be completed, and then! after 2 months come back with a different figure as they reckon they quoted an incorrect amount, so now i get less!.
They are Absolutely disgusting company totally unacceptable and unprofessional on all levels
Just One excuse after another Still no pay out.
Well I will be contacting trading standards and pension ombudsman. and Soon Legal action.
And Why haisint the financial ombudsman taken action against this company! ?