The person I spoke to was friendly & responsive. However it is actually too soon to give a full response. The reason: my request involved Phoenix communicating with HMRC (sending some information whic... See more
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Very helpful, polite and professional. Understood my query and resolved very quickly. I would have given five stars, however like most other companies (banks etc) I was on hold for a very looooong ti... See more
I struggled contacting them by phone.I waited in the queue and eventually someone answered but only to tell me there was no one available and they would arrange a call back to me that i didnt recieve.... See more
Pension fund has performed well but getting at it is a different matter. Wanted to transfer to drawdown fund and told this would be through a sister company but nothing was done. 3 further phone calls... See more
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Company details
Written by the company
We're proud to be part of Standard Life plc, we both share an aligned ambition to help every customer enjoy a life full of possibilities. We aim to provide the right guidance at the right time, giving you confidence on your journey into retirement and beyond. Over the years, policies from a number of life companies have been brought together into Phoenix Life, so it’s likely your policy would have originally been with a different company.
Contact info
United Kingdom
- phoenixlife.co.uk
3.6
Average
6K reviews
Asks customers to review
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Trying to access my account and cash in…
Trying to access my account and cash in some of policy was ridiculous and complicated. Made no sense that I had to change my policy yet again to different company ( standard life) when you are all part of the same group ?
August 8, 2026
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
they RE USUELESS I HAVE REQUESTED…
they RE USUELESS I HAVE REQUESTED WITHDRAWL OF 25K FROM MYT PENSION THREE SEPRATE OCCAASSIONS AND THEY HAVE DONE NOTHING!
September 10, 2026
Reply from Phoenix Life
Hi Mr Samtani. We’re sorry to hear you’ve not been satisfied with your experience with us. We’ve noted your feedback and referred it to the relevant department. We will do our best to improve in the future. Thanks, Russ at Phoenix Life.
Expedient and professional response.
September 10, 2026
Reply from Phoenix Life
Hi Mrs Standen. We’re sorry to hear you’ve not been satisfied with your experience with us. We’ve noted your feedback and referred it to the relevant department. We will do our best to improve in the future. Thanks, Russ at Phoenix Life.
I’ve tried on numerous occasions to try…
I’ve tried on numerous occasions to try and get through to this company takes absolutely ages and then they promise to phone you back but never do
September 2, 2026
Really good to communicate someone I…
Really good to communicate someone I could understand and really helpful
September 9, 2026
Very helpful and very informative and…
Very helpful and very informative and very professional
September 2, 2026
Power of eterny
I rang for advice about my daughters power of eterny and givev all the information i needed.
September 3, 2026
acted Phoenix Life today I wanted…
Contacted Phoenix Life today I wanted to know the value of my pension pot currently,after a short wait on the telephone,(which makes a pleasant change.) I got through to a very helpful lady ,who after a few security questions told me exactly what I wanted to know overall good experience.
September 3, 2026
Easy to use site and very prompt action.
September 2, 2026
Great friendly service
September 3, 2026
Took me 4 separate phone calls and…
Took me 4 separate phone calls and given a different number each time to eventually get the right dept. Unfortunately the wait time was too long so I gave up! Opted for a call back but came at an unacceptable time for me and therefore abe to start all over again!!
September 10, 2026
Confident and knowledgeable staff with excellent process to match.
The whole process of cashing in one of my pension bonds was so smooth and re-assuring. The consultant dealing with my call was knowledgeable and helpful as well as understanding. Everything seem so easy and worked out exactly as he described. Phoenix seem to have this process well defined.
September 8, 2026
How quick it was to tell me how long…
How quick it was to tell me how long ago this policy.
September 3, 2026
Takes far too long and process is far too complex
The process of dealing with Phoenix takes far too long and far too complex. I have a very small pension sum which I am trying to claim .. the cost of processed for claiming this, and getting the money transferred, is going to cost way more than the actual sum involved.
Its now a week since I called and I have still not received the paperwork so its going to be yet another call to chase them up.
September 10, 2026
It was quick and easy to complete my…
It was quick and easy to complete my claim and the person who was dealing with it was very efficient.
September 9, 2026
Awful and time wasting
September 2, 2026
My financial advice has a letter of…
My financial advice has a letter of authorisation from me to contact Phoenix Life regarding my pensions. All my other pension plan holders and my husbands have responded. Phoenix Life have not but ironically have sent me a link to complete a Trust Pilot review asking how they did!
Well so far they have done nothing and are delaying my husband and I reorganising our finances. I think we can safely say my investment will not be staying with them!
September 5, 2026
Reply from Phoenix Life
Hi Mrs Dickson. We’re sorry to hear you’ve not been satisfied with your experience with us. We’ve noted your feedback and will do our best to improve in the future. Thanks, Russ at Phoenix Life.
No one rang me back!
September 9, 2026
Reply from Phoenix Life
Hi Mrs Bamford. We’re sorry to hear you’ve not been satisfied with your experience with us. We’ve noted your feedback and will do our best to improve in the future. Thanks, Russ at Phoenix Life.
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