Phoenix Life Avis 

The powers that be started sending me a monthly cheque by snail mail over a year ago. Cheques had been paid into my bank account for years. Ever since the change I have been trying to get the problem solved. I have not been able to find a Bank that will cash the cheque. I have returned several cheques. The problem continues.

They are only open 9-5 Monday to Friday which is no good when you work 6am-6pm have called 3 times and they've tried to put me thru to customer service who do not answer the phone you are only allowed 2 minutes on hold, requested call back at a certain time and day but didn't happen this is proving near impossible to access my pension I have now got to take a day off work to try again and hopefully be put thru

Awful customer service. Still waiting for replies after contacting them by email and phone.

Good communication and explanation

Very helpful and I did not have to wait on the phoneline - immediate reply.

The staff at the switch broad were very good and good customer communication also knew what was what

Fundamentally, the service is excellent except for one part if you have a stakeholder Pension, which is run by somebody else you can’t get fund value
Which is letting the side down?

Very good and very helpful to

Quality customer service and no stone unturned in relation to the attention to detail of going through all the information required

No communication unless I called and asked for an update. I have asked for a call back from someone but no one has ever contacted me since I started my transfer July last year. I’m sorry but my experience has not been great and I am still on with the process

I could understand what your representative was saying.

Slow and the same old story every time you contact them to find out what's going on useless

I found a five figure amount credited into my bank account, not knowing where its background/ context rang Phoenix life, a number of times, over a period of 10 weeks, promised a response each time without success and ultimately sent a complaint.
Very soon after, received a telephone call from the complaint officer, followed by a letter with very detailed reply, apology and compensation for the inconvenience

Very professional and detailed information given.

Phone call I had with staff member was polite and positive and made me feel good.then the past over to standard life staff member was good with the rules and things I had to do and wot the company was going to do

great advice and pleasent staff

You have not communicated. You have made promises you didn’t keep. You have left me dangling. Terrible

You informed me that I had a policy was going too send me the paperwork by mail and email 2 weeks later I've had nothing and you got in touch with me ????

Not just this time but every time,to long to answer phone,people I speak to can't answer my questions,respone times to queiries to ie 10-15 working days,can't speak to anybody with the knowledge of your products