Phoenix Life Personal Retirement Account (PO-20255)

Ombudsman’s Determination

Outcome

Mrs D’s complaint is upheld and, to put matters right, Phoenix shall (1) make a fresh decision regarding whom death benefits should be paid to and (2) pay Mrs D £500 in respect of significant distress and inconvenience.

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

Complaint summary

Mrs D’s complaint is about Phoenix’s decision not to pay her death benefits under her late husband’s membership of the Pension and its handling of her enquiries and complaint in relation to this.