Phoenix Life CA Limited: Ombudsman complaint record
47 published Financial Ombudsman decisions. 29% of them went the complainant's way.
At a glance
| Decisions published | 47 |
|---|---|
| Upheld | 12 |
| Partially upheld | 3 |
| Not upheld | 32 |
| Uphold rate | 29% |
| Last 30 days | 2 |
| Last 12 months | 37 |
| First decision | 2024-12-19T00:00:00+00:00 |
| Most recent | 2026-06-15T00:00:00+00:00 |
Most common claim types
| # | Name | Complaints | Upheld | Partially upheld | Not upheld | Uphold rate |
|---|---|---|---|---|---|---|
| 1 | Pension transfer advice | 6 | 2 | 0 | 4 | 33% |
| 2 | Account administration errors | 6 | 2 | 1 | 3 | 42% |
| 3 | General financial advice | 6 | 2 | 0 | 4 | 33% |
| 4 | Travel / life insurance claim disputes | 5 | 1 | 0 | 4 | 20% |
| 5 | Investment mis-selling | 4 | 3 | 0 | 1 | 75% |
| 6 | Other regulated complaint | 4 | 0 | 1 | 3 | 12% |
| 7 | Service failures generally | 4 | 1 | 0 | 3 | 25% |
| 8 | Unknown / needs review | 2 | 0 | 0 | 2 | 0% |
| 9 | Motor insurance, claim handling | 1 | 0 | 0 | 1 | 0% |
| 10 | PPI mis-selling | 1 | 0 | 0 | 1 | 0% |
Products complained about
| # | Name | Complaints | Upheld | Partially upheld | Not upheld | Uphold rate |
|---|---|---|---|---|---|---|
| 1 | Life / income protection | 27 | 8 | 2 | 17 | 33% |
| 2 | Pension | 8 | 3 | 0 | 5 | 38% |
| 3 | Investment | 3 | 0 | 0 | 3 | 0% |
| 4 | Other regulated product | 2 | 0 | 0 | 2 | 0% |
| 5 | Mortgage | 1 | 1 | 0 | 0 | 100% |
| 6 | Savings / ISA | 1 | 0 | 0 | 1 | 0% |
Recent decisions
| Reference | Date | Firm | Product | Outcome |
|---|---|---|---|---|
| DRN-6429378 | 2026-06-15T00:00:00+00:00 | Phoenix Life CA Limited | life insurance - whole of life policy | Not upheld |
| DRN-6322857 | 2026-06-04T00:00:00+00:00 | Phoenix Life CA Limited | protection insurance (whole of life policies - life cover and critical illness cover) | Upheld |
| DRN-6156441 | 2026-05-07T00:00:00+00:00 | Phoenix Life CA Limited | insurance — whole of life policy | Not upheld |
| DRN-6245576 | 2026-05-07T00:00:00+00:00 | Phoenix Life CA Limited | whole of life insurance policy | Not upheld |
| DRN-6297908 | 2026-04-17T00:00:00+00:00 | Phoenix Life CA Limited | whole of life insurance | Partially upheld |
| DRN-6255403 | 2026-04-13T00:00:00+00:00 | Phoenix Life CA Limited | pension | Not upheld |
| DRN-6227541 | 2026-03-25T00:00:00+00:00 | Phoenix Life CA Limited | critical illness insurance | Not upheld |
| DRN-5867583 | 2026-03-20T00:00:00+00:00 | Phoenix Life CA Limited | whole of life insurance policy | Upheld |