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.
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Phoenix Life is part of Phoenix Group, the UK’s largest long-term savings and retirement business. 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.
Our focus is entirely on ensuring the right outcome for you, putting your financial wellbeing and security at the heart of everything we do.See more