Legal terms and conditions

Terms of use of this site

This site is brought to you by Phoenix Group Management Services Limited (PGMS) (No. 3588063), a company registered in England, registered office 1 Wythall Green Way, Wythall, Birmingham B47 6WG.

The site features the pension and life products and services provided by Phoenix Life Limited and other members of Phoenix Group, including Phoenix Life CA Limited.

Using any of the pages on this site shows that you accept the terms of these terms of use. If you do not accept these terms, please leave the pages of this site now.

You should read these terms carefully. If you don’t understand any point or if you have any questions contact us (you can find out how to contact us in section 15).

The relationship between you and us regarding your use of the site(s), and the services will be governed by:

the terms contained in this document; and
any information (including, warnings and disclaimers).

Your products will continue to be governed by the product terms. If you use the services to carry out product transactions, we may ask you to accept additional terms and conditions for these transactions.

We may update these terms from time to time by updating this page. You should revisit this page regularly to make sure that you have seen and are aware of the current terms. As you need to make sure you comply with them.

1. Who are these services for?

1.1. This site is intended for the information/use of residents of the UK, the Channel Islands and the Isle of Man, and the information on the site reflects this.

1.2. As the site(s), the services and the information are issued in the UK, these may not comply with local laws or regulations outside the UK.

1.3. We do not accept liability for any costs, losses or damages resulting from the use of the site(s), the services or the information by the following persons:

persons residing outside the UK, the Channel Islands and the Isle of Man; or
persons who are nominees or trustees for citizens, residents or nationals of countries outside the UK, the Channel Islands and the Isle of Man; or
any person under the age of 18

2. The jargon we use

2.1 Words which are in bold type in these terms have a certain meaning, as set out in this section:

denial-of-service attack means an attempt to make an online service unavailable to its intended users.
information means any and all information contained on the site(s) being registered for or provided as part of the services.
Phoenix Group means Phoenix Group Holdings plc, incorporated in England and Wales (11606773) with its registered office at 20 Old Bailey, London, England, EC4M 7AN and its subsidiary companies from time to time. A member of Phoenix Group means any subsidiary company of Phoenix Group Holdings plc from time to time.
Phoenix Life Limited incorporated in England and Wales (1016269) and is authorised by the Financial Conduct Authority and regulated by the Financial Conduct Authority and the Prudential Regulatory Authority. Its registered office at: 1 Wythall Green Way, Wythall, Birmingham, B47 6WG
Phoenix Life CA Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Phoenix Life CA Limited is registered in England No. 959082 and has its registered office at 1 Wythall Green Way, Wythall, Birmingham, B47 6WG. Phoenix Life CA Limited uses the Phoenix Life brand under licence.
product(s) means any product offered by Phoenix Life Limited or another member of Phoenix Group which you can access via the site(s).
product terms means the full terms and conditions, policy provisions or other documents that apply to each product, (provided to you when you purchased your product or later).
services means the online services provided through the site(s).
site(s) means the website(s) provided by us at www.phoenixlife.co.uk.
terms means the terms and conditions contained in this document.
UK means the United Kingdom of Great Britain and Northern Ireland (but excluding the Isle of Man and the Channel Islands).
we or us means each member of Phoenix Group providing the site(s), and the services to you from time to time.
you means the person who has product(s) (or his/her nominee or trustee) and who is the user of the site(s), and services.

3. What do we mean when we say product information?

When we mention information, materials, products and services available it is only for the countries or jurisdictions stated, unless another explanation is given.

This site is for information purposes only. It does not provide you with any personalised financial, legal, accounting or tax advice. Nothing in this website represents an offer to buy or sell products or services either in the UK or other jurisdictions. What is covered under an individual policy or product will be contained in the policy terms and conditions.

For more information about Phoenix products or services, please see 15. How you can contact us.

4. How do you find out about the past performance of our products

Some of our products are linked to the performance of the funds they are invested in. It is important to remember that the past performance of any product is not a guide to how it will perform in the future. The value of unit linked funds is not usually guaranteed and these funds may increase or reduce in value in future. The rise and fall in the exchange rate will add to the volatility of any funds held in other currencies. Investors and policyholders may be subject to tax on any income or gains they get.

We strongly recommend that you seek independent financial advice when making decisions about your policies and investments.

You can find a financial adviser local to you on Unbiased.

5. Who owns the intellectual property?

5.1. Intellectual property (including copyright) in:

the pages of the site(s);
the screens displaying the pages of the site(s); and
the information and its arrangement

is owned by a member of Phoenix Group, unless otherwise shown.

5.2. ‘Phoenix' and the Phoenix logo are registered trademarks of a member of Phoenix Group. Members of Phoenix Group may also claim trade mark and service mark rights in other marks contained in the information or on the site(s) from time to time.

5.3. The content of the site(s) is/are provided for your personal use. You are not allowed to download, copy or use any of the content of the site(s) for business or commercial reasons, without first getting approval in writing from a member of Phoenix Group.

Google Play is a trademark of Google LLC.

App Store is a trademark of Apple Inc.

6. Using linked websites

We may provide you with links to websites operated or owned by other businesses, which allow you to access and use other business’s material and information. We do not have any control over these third party websites or the information contained on them. We do not accept any responsibility or liability in connection with access or use of them. We do not endorse, authorise or sponsor, nor are we affiliated to, such websites or their content, owners or providers.

7. What about links from other websites?

Providing a link to this website is not allowed without written consent from us. Persons providing access to this website via links from another website are solely responsible for the following:

content;
accuracy;
opinions expressed;
privacy notices;
products or services of, or available through, the source website; and
for any representations made or impressions created concerning PGMS, Phoenix, Phoenix Customer Care or Phoenix Group.

Anyone providing access to, or information relating to this website by a link or otherwise, is responsible for bringing these terms of use to the attention of the person using it. If they do not, then we will not accept any liability for this.

8. Protect against computer misuse

8.1. You must not perform any denial-of-service attack on the site(s). You must not:

misuse the site(s) by knowingly introducing computer viruses or any other material which is malicious or technologically harmful; or
attempt to gain unauthorised access to the site(s), the server on which the site(s) is stored or any server, computer or database connected to the site(s).

8.2. By breaching these conditions you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the law enforcement authorities and will co-operate with those authorities and may reveal your identity to them. In the event of such a breach, your access to the site(s) will be revoked immediately.

8.3. We recommend that you use reasonable virus detection and protection measures when accessing the site(s). We will not be responsible for any loss or damage resulting from:

any attack by a third party on our systems; or
any computer virus or other malicious or technologically harmful material that may infect your device, application services, software or data when downloading material posted on the site(s) or any website linked to them.

9. Using electronic communications

9.1. We monitor the use and content of all electronic communications (including emails) which are sent from and received by us. We do this to comply with our electronic communications policy, and identify and take action against any unlawful or improper use or attacks on our systems.
9.2. We virus scan and keep copies of all electronic communications (including emails). We will not be responsible for any damage caused by a virus or change made by another person, after an email or electronic message has been sent by us. We recommend that you use reasonable virus detection and protection measures when accessing any emails or electronic messages from us.

10. How we use personal data

Data protection regulations give you the right to access any personal data held by Phoenix Group about you. It sets out rules to make sure that this information is handled properly.

At Phoenix Group we’re committed to maintaining the trust and confidence of our customers. Our privacy notice explains how we use our customers’ personal information and you can find a copy on Phoenix Life.

Our privacy notice explains when and why we collect personal information about our customers, how we use it, the conditions under which we may share it with others and how we keep it secure. It also explains how long we keep customer information, how customers can obtain a copy of their information and the choices available to them in regards to how we use it.

11. We provide information not advice

It is your responsibility to take professional advice on the accuracy and completeness of information, opinions and other material on this website or any website it links to.

The content on this site is provided for your information only. We try to make sure the information we provide is accurate and up to date but we cannot guarantee this.

Your statutory rights as a consumer are not affected by these conditions.

12. What’s our liability to you?

12.1. Irrespective of the other provisions in these terms, we are responsible to you for:

any claim you may have against us for death or personal injury that has been caused as a direct result of our negligence;
losses you suffer as a result of any fraud committed by us;
losses you suffer as a result of any false or misleading statement made by us in relation to a fundamental matter; and
losses you suffer as a result of any intentional failure by us to fulfil our obligations under these terms.

12.2. Please note that product liability is covered in the product terms and, where relevant, any additional terms and conditions controlling online product transactions.

13. Stopping your use of our services

13.1. You can stop using the site(s), or the services at any time.

13.2. We may end your right to use the site(s), and services:

by giving you as much advance warning as possible if we have to withdraw the site(s) and/or the services for site security, legal, regulatory or other reasons; or
by giving you immediate notice if you fail to comply with these terms and you continue to act that way for 10 working days after being asked by us to stop.

13.3. We will send you notices by email or by letter sent by first class post to your email or postal address (held in our records). If a notice is sent to you by email, it will be viewed as delivered on the day it was sent so long as we do not receive a non-delivery message. If a notice is sent to you by first class post, it will be viewed as delivered two working days after being posted. It will be enough for us to prove that the envelope was properly addressed, stamped and posted.

14. Changes we can make to these terms

14.1. We can make reasonable and appropriate changes to these terms (or issue a replacement set of terms and conditions) at any time:

if changes to the legal or regulatory requirements apply to the site(s), services or information and need to be reflected in these terms;
if decisions of the Financial Ombudsman Service need to be shown in these terms;
if new industry guidance and codes of practice which are there to raise standards of customer protection need to be shown in these terms;
if it is no longer possible or practical to carry out any of the terms as a result of a change in the law, regulation or other circumstances beyond our control;
to reflect improvements to the site(s), services and/or the information that developments have allowed us to make;
if we reasonably believe that the changes are necessary in the interests of our business; or
to improve the clarity of any of these terms.

14.2. We will let you know of any change made to these terms that may be to your disadvantage. If you object to a change made by us please contact us - you can find out how to contact us in section 15. Please be aware that your only option may be to cease using the site(s), or the services as explained in section 13.

15. How you can contact us

15.1. If you have any questions about the site(s), or the services, you can:

Contact us by phone;
or write to us at Customer Digital Team, Phoenix Life, 1 Wythall Green Way, Wythall, Birmingham, B47 6WG.

16. How you can make a complaint

16.1. If you have a concern or complaint about the site(s), and/or the services, please call us - you can find out how to contact us in section 15. We will discuss your issue with you and attempt to answer it. Where the complaint cannot be answered immediately, we will take details of the complaint over the telephone. We will aim to send you a letter or email to confirm we have received your complaint within 5 working days, and will then deal with your complaint as soon as we can.

16.2. The Financial Ombudsman Service is an independent service set up by the UK parliament to resolve disputes between individual customers and businesses providing financial services. This service is free to individual customers.

Further information about the Financial Ombudsman Service may be found on Financial Ombudsman Service.

17. Other things you should know

17.1. If there is any difference between these terms and any of the product terms, these should be considered in the following order: (1) the product terms (2) these terms.

17.2. If there is any difference between these terms and the legal information governing your use of www.phoenixlife.co.uk, these shall be considered in the following order: (1) these terms (2) the legal information governing your use of www.phoenixlife.co.uk.

17.3. The provision of the site(s), the services, and/or the information is not an offer by us to buy, sell or deal in any investment in any jurisdiction.

17.4. If either party fails to exercise any right or option under these terms, this shall not prevent them from doing so at any time in the future.

17.5. Each provision of these terms will be considered separately and, if any of the provisions are considered illegal or unenforceable, the remaining terms will continue in full force and effect.

17.6. The headings to sections will not form part of these terms and will not affect the interpretation of any section.

17.7. Some of the terms (such as disclaimers and exclusions) will continue to apply even after the rest of the terms have ended.

17.8. Each member of Phoenix Group shall be able to recover any loss suffered by it and generally to enforce these terms in its own right in accordance with the provisions of the Contract (Rights of Third Parties Act) 1999.

18. What law applies?

18.1. These terms will be governed by the laws of the UK country where you live. You and we submit to the non-exclusive jurisdiction of the courts of that UK country.

18.2. If you live in the Isle of Man or Channel Islands these terms shall be governed by the laws of England and Wales, and you and we shall be deemed to submit to the non-exclusive jurisdiction of the courts of England and Wales or your place of residence in the Isle of Man or Channel islands (as appropriate).

If you would like this information in large print, in braille or audio please contact us.

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