Not necessarily the person I spoke to, although he wasn't very knowledgeable. It's more overall Phoenix that isn't good. Really high fees, poor investing and not allowing access to the funds until 65... Voir plus
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Lisez les avis des autres
The reason I contacted Phoenix was because, like many others I was locked out of my account. I’m pretty sure it was caused by a fault with either their system or their app. Anyway I managed to get thr... Voir plus
Staff were all very helpful and took me through the process as efficiently as they could. I did end up waiting for a call back for around three/four days - eventually I took the initiative and called... Voir plus
The people I spoke to were very polite and helpful. The only problem I have is the need to be contacted by the team that wanted to know certain details as to why I was surrendering and whether I neede... Voir plus
À propos de l'entreprise
Écrit par l'entreprise
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.
Coordonnées de contact
Royaume-Uni
- phoenixlife.co.uk
3,5
Moyen
4 k avis
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I spoke to three different people who…
I spoke to three different people who were professional, polite and courteous. Been a pleasure dealing with them so far! Long may it continue!
18 juillet 2026
We extended our life policy and Phoenix…
We extended our life policy and Phoenix called to re affirm
11 juillet 2026
Routine query
My query was dealt with in a professional but friendly manner and satisfactorily concluded.
18 juillet 2026
Very helpful and professional sorted…
Very helpful and professional sorted out everything I needed help with.
18 juillet 2026
Nothing was sorted yet again
Nothing was sorted yet again, promised a call back from customer care for the second time, first one didn’t materialise. My policy is not supported on their website so I have to ring and hold and hold. Apparently they don’t have an email they want to give out!
17 juillet 2026
Lovely person on the phone but nothing changed on the system
Lovely person on the phone, very friendly, but actually didn't change anything I asked on the system. Maybe it wasn't him it could of been those responsible for changing everything. I live overseas so I have to do everything by long distance phone call, so it wasted my time and money!
11 juillet 2026
The whole phone call was great simple…
The whole phone call was great simple and very clear great staff
18 juillet 2026
Utilise potentiellement l'IA pour rédiger ses réponsesEn savoir plus
Chez Trustpilot, nous privilégions le contenu écrit par des personnes réelles. Cependant, cette entreprise a accès notre outil de réponse assisté par l'IA pour l'aider à rédiger ses réponses.
In fact I wouldn't give you any stars
In fact I wouldn't give you any stars. I had been trying to access my pension since February & every time there was a problem putting me through to the team. Six times I tried & got nowhere. On the seventh attempt I was told my plan was no longer valid. Whose fault was that certainly not mine.
I was told I would get an updated pack in approximately 2 weeks. Nothing happened so I contacted you again & went through a further 20 questions this time the pack arrived. I immediately contacted yourselves & a further 20 questions as to why I wanted to cash in my plan.
Strangely enough I had no confidence that if I didn't do this I would never see any money.
I made a formal complaint & got a measly £100 for the appalling service & run around I had been given. The best laugh was in the letter you stated how a letter sent to me detailing how you had investigated my complaint. I'd had no letter so quite honestly you haven't investigated & just fobbed me off.
You are an appalling organisation who are not capable of even getting an investigation outcome correct.
I will now take the complaint further.
17 juillet 2026
Réponse de Phoenix Life
Hi Miss Nosworthy. Thank you for taking the time to give your feedback which we have passed to our Complaints team. We recognise the importance of your query, and our team will respond as quickly as possible. Many thanks for your patience, Russ at Phoenix Life.
Pension claims
The pension plan has been all good but to claim any funds takes far to long in my opinion, there could be a better tick box questionnaire
10 juillet 2026
Very helpful over the phone
10 juillet 2026
The staff were very friendly and responsive
My experience is the staff were very friendly and helpful and responsive the questions they asked me where clear and understandable I wernt on the phone long when the team picked up I found it very satisfied regards Jason
10 juillet 2026
Overall, a good service
When I called I was connected to an operative straight away. He was extremely helpful, clear and precise in his assessment of a problem I was having with a transfer of funds. Very pleased.
I've deducted one star, not on his performance, but it took a while for Phoenix to identify my account, having previously said my details didn't match their records. It happens I guess.
17 juillet 2026
Looked after my requestsmuggle seeking help n whims …
Looked after my requests n whims cheers folks
16 juillet 2026
Very approachable and professional…
Very approachable and professional response to my questions
10 juillet 2026
I found that holly was very nice and…
I found that holly was very nice and knowledgeable and she gave me the answers to my questions but the reason I gave a score of four was for the simple reason that no one is perfect and that is not meant as a criticism.
10 juillet 2026
Customer communication
The call-handler I spoke to was very helpful with my enquiry, talking me through and making me aware of the procedure relating to my initial enquiry.
17 juillet 2026
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