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Phoenix Life Retirement Annuity Policies VF14123G and VF14673E (PO-5424)

Complainant: Mrs S
Complaint Topic: Pension liberation
Ref: PO-5424
Outcome: Upheld
Respondent: Phoenix Life Limited
Type: Pension complaint or dispute

Ombudsman’s Determination


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

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

Complaint summary

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

View determination


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