The company dealt with the request to provide draw down funds efficiently. Took longer than anticipated which caused some concern in case the completed form hadn’t been received. If an email or text... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I have an annuity with Canada Life and have been experiencing issues with HMRC in relation to the taxation situation. I asked Canada Life to provide details to back up my claim, which they did relat... See more
Company replied
It was so nice to speak to a real person about my investment. Nancy was really helpful regarding my query about withdrawals and was also able to change my address easily to my new temporary addres... See more
Company replied
As a Mortgage Adviser it can be difficult navigating lender criteria, I had a case with tricky area for the property. I want to thank Trevor Hanson for helping to speak to underwriting and for all his... See more
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Company details
- Non-Bank Financial Service
- Fund Management Company
- Income Protection Insurance Company
- Mortgage Lender
- Retirement Scheme Provider
- Term Life Insurance Provider Company
Written by the company
At Canada Life, we provide retirement, investment and protection solutions to individuals, families and businesses. We work in partnership with financial advisers to help customers to make more of life. Because we understand that financial security gives our customers the financial freedom and wellbeing that comes with it. We’re proud of our heritage, our values and our people. In 1903 we opened our first office in London, and in over a century we’ve built a strong and resilient business in the UK. Let’s build financially secure futures together.
Contact info
Level 37, 22 Bishopsgate, EC2N 4BQ, London, United Kingdom
- 0345 606 0708
- Customer.Services@canadalife.co.uk
- www.canadalife.co.uk
4.3
Excellent
1K reviews
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Very helpful and efficient experience
I emailed customer services about changing my back account regarding my pension annuity.
They responded very promptly and provided a form which I filled in and returned. I received a letter confirming my instructions had been carried out. The whole process was completed within a week and without any problems.
July 20, 2026
Reply from Canada Life UK
Hi there,
Thank you for taking the time to leave us this feedback. We really do appreciate it, and I’m delighted to hear that your request was handled promptly and efficiently, and that the whole process was completed smoothly and without any problems.
All the best,
Helen
Reply from Canada Life UK
Hi there,
Thank you for taking the time to leave us this feedback. We really do appreciate it, and I’m pleased to hear that you found the service efficient, straightforward and easy to understand.
All the best,
Helen
Good experience.
Very quick and straightforward process ,and they kept me informed stage by stage, highly recommend these to everybody.
July 1, 2026
Reply from Canada Life UK
Hi Mark,
Thank you for taking the time to leave us this feedback. We really do appreciate it, and I’m delighted to hear that you found the process quick and straightforward and that you were kept informed every step of the way. It's also great to know that you would recommend us to others.
All the best,
Helen
Very pleasant and easy company to deal…
Very pleasant and easy company to deal with. Very confident in their products.
August 3, 2026
Reply from Canada Life UK
Hi Paul,
Thank you for taking the time to leave us this feedback. We really do appreciate it, and I’m delighted to hear that you found us pleasant and easy to deal with and that you have confidence in our products.
All the best,
Helen
Reply from Canada Life UK
Hi Jayne,
Thank you for taking the time to leave us this feedback. We really do appreciate it, and I’m delighted to hear that everything was handled efficiently and professionally.
All the best,
Helen
Hassle-Free Experience
Good comms. Tax free lump sum and first pension payment arrived on the dates promised.
August 3, 2026
Reply from Canada Life UK
Hi Ronnie,
Thank you for taking the time to leave us this feedback. We really do appreciate it, and I’m delighted to hear that the process was hassle-free for you, with clear communication throughout and both your tax-free lump sum and first pension payment arriving as promised.
All the best,
Helen
The first direct contact from the…
The first direct contact from the company was asking me to do a survey and the second was a reminder to do the survey. When the service commenced everything was fine but I'm not impressed that their priority is their Trustpilot score rather than delivering their service in the first place.
July 23, 2026
Reply from Canada Life UK
Hi Anita,
Thank you for taking the time to leave us this feedback. I’m sorry to hear that your initial experience with us left you feeling this way. We appreciate your comments regarding the timing of our survey requests and understand how this may have impacted your perception of the service you received.
I’m pleased to hear that things went smoothly once your service commenced, but we'd like the opportunity to better understand your feedback. If you're happy to, please email customer.experience@canadalife.co.uk with your contact details and any further information, and we'll get in touch.
All the best,
Helen
Too be honest,my financial manager did…
Too be honest,my financial manager did it.
I have now received all the details clearly...seems ok
July 29, 2026
Reply from Canada Life UK
Hi Andrew,
Thank you for taking the time to leave us this feedback. We really do appreciate it, and I’m pleased to hear that the information you’ve received has been clear and easy to understand, and that your experience with us has been a positive one so far.
All the best,
Helen
Canada Life came back with the best…
Canada Life came back with the best annuity quote and were fast and efficient processing everything once that it had been agreed
July 31, 2026
Reply from Canada Life UK
Hi Graham,
Thank you for taking the time to leave us this feedback. We really do appreciate it, and I’m delighted to hear that we were able to provide a competitive annuity quote and that the process was handled quickly and efficiently once everything had been agreed.
All the best,
Helen
The agent was polite and efficient
July 9, 2026
Reply from Canada Life UK
Hi Guy,
Thank you for taking the time to leave us this feedback. We really do appreciate it, and I’m pleased to hear that you found our adviser polite and efficient.
All the best,
Helen
I believe you could offer a much better rate
I believe you could offer a much better rate. As I am locked in a equity release drawdown plan, i have to except whatever rate you offer. Other providers are offering better rates.
June 8, 2026
Reply from Canada Life UK
Hi Stephen,
Thank you for taking the time to leave us this feedback. I’m sorry to hear that you’re disappointed with the rate available on your drawdown facility. We understand that rates are an important consideration and appreciate you sharing your views with us.
If you’d like us to look into your concerns further, please email customer.experience@canadalife.co.uk with your policy details and contact details, and we’ll get in touch.
All the best,
Helen
Efficient service, one minor problem
The company dealt with the request to provide draw down funds efficiently. Took longer than anticipated which caused some concern in case the completed form hadn’t been received. If an email or text was sent when form was received. It would have resolved this problem and saved a phone call to check if form had been received.
June 12, 2026
Reply from Canada Life UK
Hi Derek,
Thank you for taking the time to leave us this feedback. We really do appreciate it, and I’m pleased to hear that your drawdown request was dealt with efficiently. I’m sorry to hear that the timescales caused some concern and appreciate your suggestion regarding confirmation when forms are received.
All the best,
Helen
Excellent speedy migration of pension…
Excellent speedy migration of pension from my sipp to an annuity.
July 1, 2026
Reply from Canada Life UK
Hi Ian,
Thank you for taking the time to leave us this feedback. We really do appreciate it, and I’m delighted to hear that the transfer of your pension from your SIPP into an annuity was completed quickly and efficiently.
All the best,
Helen
could do better
best VfM on purely financial return, but having to send repeated messages to simple questions. still await a date and sum for first payment - and have sent 3 email queries..........
July 31, 2026
Reply from Canada Life UK
Hi there,
Thank you for taking the time to leave us this feedback. I’m pleased to hear that you feel our products offer good value, but I’m sorry to hear that you've had to repeatedly chase responses to your queries and are still waiting for confirmation of your first payment date and amount. This isn't the experience we want to provide, and we understand how frustrating this must be.
If you’re happy to, please email customer.experience@canadalife.co.uk with your policy details and contact details, and we’ll get in touch to look into this further.
All the best,
Helen
Everything was easily arranged
Everything was easily arranged. Money was in account on time
June 10, 2026
Reply from Canada Life UK
Hi Susanne,
Thank you for taking the time to leave us this feedback. We really do appreciate it, and I’m delighted to hear that everything was arranged smoothly and that your money arrived in your account on time.
All the best,
Helen
Great assistance with longstanding case!
We had been dealing with a longstanding withdrawal case which had some delays, and was close to resulting in a client complaint.
Hattie James, who I spoke to, was fantastic and treated the issues we discussed with great urgency and was able to escalate our requests to achieve a positive client outcome.
Very happy that this was able to be resolved, and grateful for the assistance provided!
July 29, 2026
Unprompted review
Reply from Canada Life UK
Hi Marcus,
Thank you for taking the time to leave us this feedback. We really do appreciate it, and I’m delighted to hear that Hattie James was able to support you with this longstanding case and help achieve a positive outcome for your client. It’s great to know that her responsiveness, sense of urgency and commitment made such a difference.
All the best,
Helen
Would give 0 stars if I could!
Would give 0 stars if I could!
My Mum has recieved numerous calls from this company even after telling them to remove her details.
Tonight she recieved a call from this company from a member of staff called Adam, who asked her how she was and when my Mum replied that she has asked her details to be removed and to stop calling his response was "oooh!" stated in a goading way to anger my Mum.
Adam the member of staff clearly has no care for your customers or his job and doesnt know anything about customer service.
I work in a call centre and cannot believe Adams lack of professionalism and that the company would employ someone like this. If I angered customers like this the way he did, I would be pulled into 121 meetings regarding professionalism.
He clearly got his kicks tonight out of goading a customer who suffers with mental health issues and severe arthritis but I guess thats okay as he probably doesnt get much else out of his sad pathetic life, so I hope he feels content tonight the sad, pathetic little man!
Clearly the company need to review their staffs professionalism
July 28, 2026
Unprompted review
Reply from Canada Life UK
Hi Ricky,
Thank you for taking the time to leave us this feedback. I’m very sorry to hear about your mother’s experience and the concerns you’ve raised regarding the calls she has received and the interaction that took place. We take feedback about customer service and customer experience seriously, and this is certainly not the standard of service we aim to provide.
We would like the opportunity to investigate this further. If you’re happy to, please email customer.experience@canadalife.co.uk with your mother’s contact details and any additional information that may help us look into the matter, and we’ll get in touch.
All the best,
Helen
Everything was sorted out simply and…
Everything was sorted out simply and the people I spoke to on the phone were very helpful. The only problem I had was that I was sent the wrong paperwork and that took an extra couple of weeks to sort out.
July 28, 2026
Reply from Canada Life UK
Hi Mr Peace,
Thank you for taking the time to leave us this feedback. We really do appreciate it, and I’m pleased to hear that everything was sorted out simply and that you found our team helpful when you spoke with them. I’m sorry to hear that you received the wrong paperwork initially and that this caused a delay.
If there is anything further we can help with, please email customer.experience@canadalife.co.uk with your policy details and contact details, and we will get in touch.
All the best,
Helen
Pension funds transfer to Canada Life…
Pension funds transfer to Canada Life on 03rd July 26.
Advisor was LV.
As soon as the funds were transferred everything turned into a cluster@@@@.
LV's tracker and business support was non-existent.
Canada Life issued the annuity policy with incorrect information and without consultation or clarification.
when incorrect (extra funds and no tax free lump sum) appeared in my bank account I had to intervene and attempt to untangle the incorrect product supplied.
After many phone calls and emails, the TFLS was paid today with revised annuity policy documents still to be seen.
Formal complaint raised with LV but will need to consider the mis-handling of the Quote/Application by Canada Life.
All in all, a deeply disturbing and distressing process that should have been straight forward to deliver.
Update 06-08-2026
Helen, I sent an email as requested by yourself in response to my review on 29th July but unfortunately you don't appear to have sent an acknowledgement never mind answering the question I asked of Canada Life.
I hope we're not playing some crude game of hide and seek where I close my eyes and count for 10 days before having to come and seek an answer.
If you like, we can discuss on this Trustpilot platform or you can give me a straight forward answer.
All the best to yourself too.
RG
Update 08-08-2026
Helen, please speak with Lily Neale Clayton because again Canada Life have mis-handled the second annuity payment. This is a total shambles and I now need a formal complaint number which I will provide you the details and a full timeline of events.
Awe the best
Ronnie
July 3, 2026
Reply from Canada Life UK
Hi there,
Thank you for taking the time to leave us this feedback. I’m sorry to hear about your experience and the difficulties you encountered during the transfer of your pension funds and annuity setup. I understand how frustrating and distressing it must have been to receive incorrect information and have to spend time trying to resolve the issues.
If you’re happy to, please email customer.experience@canadalife.co.uk with your policy details and contact details, and we’ll get in touch to review this further.
All the best,
Helen
Reply from Canada Life UK
Hi Stuart,
Thank you for taking the time to leave us this feedback. We really do appreciate it, and I’m pleased to hear that you found our service efficient and that everything was handled within the expected timescales.
All the best,
Helen
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