Phoenix LifeAnmeldelser 

AN EXCELLENT AND A VERY PROFESSIONAL SERVICE PROVIDED.

Last adviser very helpful, but I'm still awaiting to hear from your admin staff

Received letter advising me they had confirmation about new address

I had forgotten all about changing my address when moving house. Unlike my private pension provider you made an effort to find me and trace me before withdrawing my funds, which in their case cost be a great deal of stress. Thank you so much.

I didn't have to wait too long, and kind considerate people to deal with.

It's 9 days since I called you and although the call agent was polite and helpful I've not had an update. I know the result of my question will be "in writing" but I've not had any 'We are progressing with your enquiry' or 'Your query is being processed' type emails which I would expect as good customer service.

Worst company that I have ever had to deal with and that is saying something!!!!

I was told from Phoenix Life that I hadn't paid for 13mths? Totally untrue! I have rung them twice already and I'm the one having to prove I've paid all my policies as normal. I don't really need extra hassley's jobs like that since I've done every thing correct. Still not sorted, expect I'll have to ring a third time! Busy enough!

So polite when I called to update my details

I spoke to a couple of colleagues who were great at helping me deal with my questions.

Prompt action in response to my change of address request.

I couldn’t get a clear answer on getting my cash out

I am making a descion to retire. This is a time I have been working towards for 44 years. Previously I transferred my Phoenix pensions to my current provider but due to some admin at you end one remains. Now you are making my claim on these funds extremely difficult. You are backlogged and I can get to talk to the right department as you have no direct line I still waiting a call back over 7 days so far. This is ridiculous. CALL ME.

Staff were very helpful & explained things very clearly

I requested information in a different format

Excellent customer services if you can get through. Really frustrating 2 minutes plus voice messages to get you through to the correct department only to find out they don’t answer.

Once through and speaking to someone the service is great and staff very helpful.

Reason for the poor rating is the waiting times and the same message all the time on their automated system.

Tracy in customer care team very helpful.