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
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Review summary
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Reviews shaping this summary
Speaking to someone who assured me I’d hear back from you wishing 3 days which didn’t happen when I phoned last week. I want to discuss my pensions and seem to be unable to do so.
I spoke to 4 number agents 3 was very good 1 I could not understand he spoke very fast and I could not understood all he was explaining so I at to ring back to speak to someone to explain everything a... See more
so far everything is going ok am very happy with you so far hi am just waiting for a phone call from you to let me know when hi can get my money thank you and your team for all the help you have given... See more
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
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Customer service is very slow to…
Customer service is very slow to respond to my call.After a conversation with them I was told that they will pass my details to Standard life and they will contact me in 5 to 6 days time. They never did pass the details when I contacted Standard Life
11 September 2026
Prompt return on issue
12 September 2026
I was promised a call back to discuss…
I was promised a call back to discuss an annuity within 72 hours. No call.
4 September 2026
Terrible company
Terrible company. 2 hours on the phone, 5 departments to get my pension released. I then get told I need to wait for a call back which will take 5 to 7 days.
Avoid this company. They have your money and make it extremely hard to get it back.
21 September 2026
Unprompted review
I waited on the phone 3 times when I…
I waited on the phone 3 times when I got through the phone was cut off
12 September 2026
Helpful advice given in phone…
Helpful advice given in phone conversation. Checked I had no further questions regarding my policy and updated some of my details.
18 August 2026
Not over happy
You downloaded a zip file and there was no way on earth it would open, even with the password sent separately
11 July 2026
Fantastic
Totally forgot about the policy as it was a left over from a transfer to workplace scheme. Called to enquire and the Advisor couldn't have been more helpful. Taking time to go through all aspects of the situation as far as they are allowed
I was delighted with the outcome as didn't expect level of fund.
Would highly recommend the Advisor and the service received
5 September 2026
very helpfull and friendly
5 September 2026
Very helpful.
The young woman I spoke to , regarding my query
(I think her name was Lucy but my memory isn't what it was). She was professional, polite, helpful and friendly. A credit to the company.
Cheers George Steele
5 September 2026
Full information of my questions was…
Full information of my questions was provided clearly.The people I spoke with were confident and helpful
5 September 2026
Excellent service
From start to finish everything was handled professionally and explained in detail,I was made aware of everything I needed to do and given clear information at every stage
12 September 2026
Promised to call back and contact me
Promised to call back and contact me, but never did
12 September 2026
The time taken for payment was quick.
The time taken for payment was quick.
your help during my form filling much appreciated
23 July 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.
Reply from Phoenix Life
Hi Mrs Arthurs. 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.
Notsure finance adviser did it
4 September 2026
Phoenix Life offered me an option to…
Phoenix Life offered me an option to let me release my pension without MVR, in July. I accepted and was assured a quick process. After a few weeks I contacted PL and was advised a letter was already in post regarding my issue. Nearly two weeks have passed and letter still not arrived. Not the best customer service I don’t think.
11 September 2026
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