We want to make sure you can always access the information and services you need as quickly and easily as possible. That’s why we’ve created this quick look-up guide to some of the services you ask us about most often. Just click below to find out how to:
We take customer satisfaction very seriously and make every effort to get things right first time. We understand that sometimes things do go wrong. It’s important to us that you can get in touch easily when that happens, so we can make it right as quickly as possible.
If you have a complaint, here’s how you can tell us about it:
In writing
Phoenix Life
Finance Department (ex-Bradford Insurance)
1 Wythall Green Way
Wythall
Birmingham
B47 6WG
Claims management companies
You might be thinking of asking a claims management company to act on your behalf. Or you may have been approached by one offering to act for you. Please be aware that these services carry a cost, typically a fee taken from any compensation paid to you.
The Financial Conduct Authority (FCA) advises you to make sure you understand the fees your claims management company charges, and never to pay a fee upfront. It also suggests checking that your company is regulated by the Claims Management Regulator or is a member of a professional body like the Law Society of England and Wales, Ireland or Scotland. Professional bodies hold these companies to specific standards, which helps to protect your interests.
For more details please take a look at the FCA’s How to Complain.
When you get in touch
We want to investigate any complaints quickly and thoroughly. When you contact us, please tell us your full name, address, policy number and a telephone number we can reach you on. Please give us as much detail as you can about the problem and how you would like us to sort it out.
When can you expect a response?
We may call you straight away to try to deal with your complaint or to make sure we clearly understand it. If we can’t get in touch or you’d rather we didn’t call you, we’ll aim to write within five working days to confirm we have your complaint.
We’ll try to deal with your complaint within four weeks (20 business days) from the day we receive it. If we haven’t been able to sort things out before then, we’ll write to you to let you know what’s happening.
If we haven’t reached a decision about your complaint within eight weeks, we’ll write again to explain why and confirm that you have the option to refer your complaint to the Financial Ombudsman Service (FOS). Whenever possible, we’ll tell you how much extra time we expect to take.
If we’re not responsible for your complaint
If your complaint needs to be dealt with by another company, we’ll pass it on to them and let you know. We’ll also give you the contact details you need to get in touch with them.
If you’re unhappy with our response
If you’re not happy with our final response or with the way we’re dealing with your complaint, you can ask an independent ombudsman to review it. There are several schemes in the UK and Ireland that provide a free, independent service for sorting out disputes between firms and their customers.
This is where you’ll find the right ombudsman to contact.
If you’re not sure what to do with your policy or you have questions about the options you have, we’d always recommend talking to a financial adviser.
If you don’t already have an adviser, we can help you find one through Phoenix Customer Care. Or you can find independent financial advisers local to you on Unbiased.
There’s more information about your pension options including finding a financial adviser on MoneyHelper.
Phoenix Customer Care can introduce you to a range of financial products which may suit your needs.
Do you have money in policies you’ve lost track of?
Sometimes customers change their address or name and forget to let us know so we have no way of contacting them about their policy.
What is an unclaimed policy?
An unclaimed policy is one where premiums are no longer being paid and the amount payable hasn’t yet been paid out.
If think you may have an unclaimed policy with us, please contact us and we’ll be happy to look in to it.
If you need to let us know about the death of a policyholder and make a claim on their policy, please contact us and give us the policy number. We’ll let you know what to do next and if there are any other documents you need to send.
If you make a claim in writing, please include an original copy of the death certificate with your letter.
For further information, including how to register a lasting power of attorney with Phoenix Life, please take a look at our FAQs.