Who we are

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When we took over the management of your policy, we made a commitment to keep you at the heart of everything we do.

We understand that you expect and deserve excellent service from us at all times, and that’s why we’re constantly looking at ways we can improve.

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Listening to your views

At Phoenix Life, we are committed to providing a high quality service built around the needs of our customers. However, we can only achieve this with your help. That’s why we are listening to what our customers are saying: continuously monitoring and acting on customer complaints, and conducting extensive customer research.

Our research programme helps us to listen to our customers in a variety of different ways: including focus groups, face-to-face meetings and in-depth telephone interviews.

As a customer what should I expect if I am asked to take part in customer research?

Phoenix Life customers are approached by the customer research company by telephone, to introduce their company. They will explain that they are working on behalf of Phoenix Life which can be validated by emailing Neil Baird or Gail Valentine: customer_insight@standardlife.com.

The research company will also explain what the aim of the research is, and how long it will take.

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Treating you fairly

We are fully committed to treating you fairly, both in the way we manage your policy and in the way we deal with you. We will always aim to:

• offer you security and opportunities for investment growth;
• set the industry standard in the way we manage your policy;
• deal with you honestly, openly, competently and with integrity;
• make decisions based on a proper understanding of your needs; and
• help you get the most from your relationship with us.

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Communicating clearly

We believe all our communications with you should be clear and easy to understand. We always try to ensure that all our communications are to-the-point and:

• are clear, fair and are not misleading;
• avoid jargon where possible and explain technical terms;
• provide contact details;
• inform you of what to do next;
• tell you where to go for further information, and
• provide you with all the information you need to make an informed decision.