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Phoenix Life Reviews 

6,406
•
TrustScore 3.5 out of 5

3.6

Non-Bank Financial Service
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Review summary

Created with AI, based on recent reviews

Evaluating 3,260 reviews, most reviewers were somewhat happy with their experience overall. Consumers frequently praise the exceptionally helpful and knowledgeable staff who make the entire pension inquiry process much easier to navigate. Many people appreciate the smooth end-to-end service and clear guidance provided by friendly advisors during their discussions. Some reviewers were not happy with long wait times on the phone and frustrating delays in receiving requested paperwork. Customers also frequently noted instances where promised follow-up letters or scheduled call-backs simply failed to happen. Additionally, multiple individuals mentioned ongoing difficulties in getting timely updates regarding their retirement pension plans.

What people talk about most

Customer service

People report ambiguous experiences with customer service, noting that while some reviewers praised helpful... See more

Staff

Customers had positive experiences with staff, frequently highlighting that representatives are friendly,... See more

Response time

Reviewers express mixed feelings about response time, with some customers praising quick answers and... See more

Service

Users describe ambiguous interactions with service, highlighting both satisfaction and dissatisfaction. While... See more

User experience

Customers consistently note positive experiences with user experience, highlighting friendly staff and... See more

Reviews shaping this summary

Rated 4 out of 5 stars

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

Rated 4 out of 5 stars

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.

Rated 4 out of 5 stars

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

Rated 4 out of 5 stars

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

  1. Non-Bank Financial Service

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

3.6

Average

TrustScore 3.5 out of 5

6K reviews

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3.6

All reviews

(6,406)

3,275 reviews in the last 12 months

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Rated 1 out of 5 stars

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
Rated 1 out of 5 stars

I never got by satisfactory answers

11 September 2026
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Reply from Phoenix Life

Hi Mrs Mcanulty. 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.

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