Phoenix Life Freedom Bond (PO-23773)
Complainant: Mrs Y
Complaint Topic: Misquote/misinformation
Ref: PO-23773
Outcome: Not upheld
Respondent: Phoenix Life
Type: Pension complaint or dispute
Date:
Ombudsman’s Determination
Outcome
I do not uphold Mrs Y’s complaint and no further action is required by Phoenix Life.
My reasons for reaching this decision are explained in more detail below.
Complaint summary
Mrs Y’s complaint concerns her being unable to take a lump sum and annuity from the Policy, despite the fact that there are documents from when she first took out the Policy stating that she would be able to.
View determination
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