COMPLAINTS INFORMATION

Customers remain at the heart of what we do and providing a fair and helpful service is very important to us. We understand that complaints will sometimes happen; and when they do, we aim to rectify them as quickly as possible.

If a customer does need to complain, we believe it is important to take ownership of the issue and that during the investigation our customers are kept informed and assured that we are taking steps to fix the problem.

We are continuing to improve our customers' experience by working towards the following:

• Continually analysing the detailed root causes of complaints and taking steps to ensure the issue does not reoccur.
• We are making changes to improve the customer experience across some of our key processes, ensuring that where possible, this journey is shortened, in particular for life cycle events such as retirement and maturity.
• We are working on a new Phoenix Life website. The new website has been designed with our customers in mind, making information easier to find, more relevant and providing clear signposting if a customer wishes to complain.
• We have recently implemented a new administration platform for administering policies. This has allowed us to streamline processes and improve the overall customer experience.

We are committed to continue to learn about what matters to our customers. Your feedback is important and can be given at any time to Susan.McInnes@thephoenixgroup.com

View our complaint handling results for period 1 July to 31 December 2011

The six monthly complaints return submitted by Phoenix Life Limited for the reporting period ending 30 June 2011 has been amended due to a change in the data reported.

View the revised report for the period 1 January to 30 June 2011

View the original report, without amends for the period 1 January to 30 June 2011

View complaints handling results for period July to December 2010.

View complaints handling results for period January to June 2010.