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Phoenix Life Retirement Annuity Policies VF14124F and VF14674D (PO-4918)

Complainant: Mr S
Complaint Topic: Transfers: general
Ref: PO-4918
Outcome: Upheld
Respondent: Phoenix Life Limited
Type: Pension complaint or dispute

Ombudsman’s Determination


Mr S’s complaint is upheld, and to put matters right Phoenix Life should pay him £1,000, including £500 for his distress and inconvenience.

My reasons for reaching this decision are explained in more detail below.

Complaint summary

Mr S’s complaint against Phoenix, the scheme administrator, is that it unreasonably delayed a transfer of his funds to another provider.

View determination


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