Phoenix Life Reviews 3,200

No response to complaint so next step FSO. Very difficult and poor customer service. The email number given didn't even work. Wish I had moved my pension plan when I had the chance. PLEASE AVOID THIS AWFUL GREEDY COMPANY

Its been a over a year since this shocking company contacted me about my late husbands pensions. They wrote about one policy with details and claim forms with about 20 dumb questions. Fill in send back. Then I get another policy then another and other. I filled in the claim forms. Send relevant documents. Numerous phone calls. Getting nowhere. One employee said im not entitled as we was married. Despite me sending all documents.
I said eventually I would contact a solicitor. Thats been done. Still nothing. I doubt i will see the money.

Impossible to contact by phone, through the contact form on the website or via the bereavement form. At a time of grief and stress, this is disappointing in the extreme

My policy lasped they refusing tovpay me i made a complaint they sent a letter out 19th december and only recived yesterday i was there eill 8 weeks before will call me now my policy has lapsed taken my funds

Sadly, my pension company was taken over by Phoenix Life. Once I reached 75 they stopped investing my pension fund. It then took 10 months to transfer the fund into a different company thus losing my growing money. My wife has a savings bond, and annual statements stopped coming. When eventually they arrived, they were wrong in that they no longer showed the bonus units. PL have failed to produce a satisfactory response in 4 months. Morale: Don't invest and get out quick.

I notified Phoenix Life of my brothers death in July 2025. It took 6 months, numerous telephone calls and a formal complaint, followed by more telephone calls, being told things had been done when they clearly had not, more telephone calls before the beneficiaries of my brothers pension were all finally paid by the end of December. If this is how bereaved families are treated it says a lot about how this company regard their clients.
I would not recommend putting your money in Phoenix Life if you expect to get it out at some point.

Avoid
Not to mention all the unresolved complaints and problems with their service my late late mother had a life insurance of over 24k and they would only pay out just under 5k.

Scammers.
Every excuse to delay transferring my fund to pensionbee.
Default excuse, Forms no received, even though they had been posted multiple times, we will send them again.
Staff cannot even stick to the same excuse.
Contacted them several times in June 2025, regarding my with profits policy that matured in November 2025.
No problem, we use origo.
Pensionbee initiated transfer in November.
17 weeks later, it was transferred.
At least a dozen phone calls. Same with messages on the portal, which do not receive a reply. 2 complaints. They couldn’t initially find my policy. Returned forms disappearing regularly.
I have since read they are a zombie pension company.

I can never speak with anyone except the Customer Contact Centre regarding my account. CCC constantly state the customer care team ( that I'm told can handle my enquiry) are ALWAYS busy and I have to wait 24/72 hours for a call back. Ive had one call back out of 3 previous calls to them, that I missed because they didn't call the correct number!

Extremely frustrating and unacceptable.

This is the first time I have had to contact them, but the contact number given does not deal with my plan. The problem was passed on but promised calls do not happen, then weeks later calls get automated response that there are system issues and cut the call off.

If I could give lower I would
Do not use this company ,they are unbelievable , totally unprofessional
And with hold your own money outside their own terms and conditions
Had policies forced to be under them since 1991 .
Now they have to pay out they become invisible
I have been waiting for my money for over two months .Your complaints team has chased this .i now want your customer service directors email.Customer complaints directors email.Your Compliance Directors email.Head of Draw down details .Send them to the above email Monday This will be added to my overall complaint to FCA and any other regulatory body you answer to and on several social media outlets.Give me my money AR

My father died 2017 and 8.5 years later they keep sending policy info, yet wont give any information about the policy. filled out many paper work as requested. dozens of hours on the phone, nice helpful yet NOTHING ever progresses. Today received a letter back to square one vile company totally inept.

Phoenix's CEO - TAKE NOTE of all the other negative comments! A company that took over other companies and does nothing to support you, because of this. As one of their (non) so called Phoenix customers, you can't have access to their website, whilst others can and you're left having to ring every time for any information. which then always arrives in a pack of numerous bits of paper to read through. This lack of choice also applies to receiving information via emails, (none) even though I have asked repeatedly to receive information that way, to support reasonable adjustment. There is no consideration to the Neurodivergent community. Every time you ring, staff give you a different answer and I have made so many calls to gain clarity of what service I can receive from Phoenix Life, So frustrating! I can't add all the dates to note my experiences but one date is not the whole story.

I'm currently with TPT who are part of Pheonix and if it was possible to rate a negative star, I would! What an absolute shambles.
They're dragging their feet on transferring my pension to a far better company. Departments don't communicate, operatives apparently can't access forms to send manually. They're reading a script and cannot possibly be flexible or veer away from said script. Formal complaint raised. Advised I would get a call from a senior manager and still waiting.

I am having an extremely difficult time getting through to Phoenix Life. I’ve been calling constantly and have spoken to several different people, yet they continue to send me the wrong forms every single time. It’s incredibly frustrating and completely unacceptable.

At this point, it feels as though they are either deliberately prolonging the process — because it is clearly not beneficial for them when clients try to cash in their pensions — or they are simply incompetent.

Each time I think I’ve finally found someone who understands the issue, another incorrect form arrives. I am exhausted from repeating myself, and nothing is being resolved.

I will certainly be cashing in my pension and, after this experience, I hope never to have to deal with this company again.

I have tried for many months to open an online portal so I can manage my pension accounts.
Every day I visited the website to try and open a portal I got this message:

We're sorry, MyPhoenix is currently down for maintenance
We are working hard to get our service back online for you and we apologise for any inconvenience caused.
If you need to access your plan information, please call our contact centre on +44 (0) 3450700029

I contacted Phoenix Life to complain who replied several weeks later to say that they were looking into the matter. It is an IT matter, not a financial matter! I received a further two letters to say they were still looking into the matter. Eventually there was the possiblility to register for an online portal. After registering you had to receive an email with a six figure code to complete the process. No email ever came after numerous attempts.

I called Phoenix Life to report this and they said they would contact IT who would get in touch with me. They never did.
Yesterday I called the complaints deopartment again, they "tried" to connect me to an ajudicator who would call me back within the next day. Still heard nothing.
Useless company, useless IT and useless customer service.

Time to break up this company.

I've been chasing this company for information which is holding up the completion of a pension transfer.
It's been escalated, expedited... Marked as urgent. A complaint has been logged but the complaints team hasn't been in touch, even though I was assured they would call me today.
Support, admin & complaints appear to be 3 entirely separate entities who just do not communicate with each other, It's soul destroying trying to get a response.

Despite sending statements and other paperwork for over 15 years, when I phone to talk to someone about my policy they can’t find it and granule to someone else who can’t find it, online contact for just comes up with an error when trying to sent….arghhhh

I wanted to give 0 stars. 48 hrs 'Adam Bonsor Complaints Handler' won't call!! Trying to transfer pension to iii. It has been more than 6 months trying to get the money. Evidently CEO Andy Briggs gets £800,000 a year but they couldn't care less about my measly pension. I have been passed the buck from Marianne to 'Adam Bonsor Complaints Handler' regarding my pension. Marianne's call went on for 1 and a half hours on Thursday. I sent them the transfer forms in August, it took AGES to get them to send the transfer forms which didn't happen and kept phoning them , but every time I phone them a DIFFERENT person answers. THERE IS NO number, no information to Adam Bonsor 'Complaints Handler' said Marianne...I'm just expected to wait, but if I phone again it will be REPEATING REPEATING REPEATING the same info over again and them saying some silly thing like 'we haven't got your transfer' or the earlier phone call...'transfer is going through' a month ago which it HASN'T after an hour or so of speaking to them....DELAY DELAY DELAY TACTICS....they don't want to give you your money!!
AVOID!!! AVOID!!! AVOID----TERRIBLE!!! They're incompetent...pretending over 6 people phoning them ...but really they've lost my transfer form

Would give 0 stars if I could.
Received a letter at the beginning of October in regards to my late mother's pension (she died in 2014!!!). Got in contact and sent of all the information they requested. Phoned up a few days later and was told they have everything they need and it'll be paid out by bank transfer on the 21st Nov. I phoned up a few more times to get updates to ensure there were no hiccups and was told by everyone I spoke to it would be in 21st Nov. Check my bank. No money. Phoned up on Monday, they claim they sent a cheque on the 7th. No cheques was received. They said they'd cancel the cheque and pay by chaps. I'm still waiting after numerous calls and a lot of heated discussions with senior managers. Was told this morning it would be in by 530 today. Guess what, not in. Got in touch with my bank and there is no trace of any payment inbound.

Raised a complaint on Monday, nothings happened.