Changes to Complaint Reporting: In 2015, new rules were published on improving complaints handling, including improvements to how we report and publish complaints. The numbers in our complaint handling results for this period will not be directly comparable to our historic published results due to these reporting changes.
Newly Acquired Business: On 1 November 2016 Phoenix Group Holdings announced the completion of the acquisition of AXA Wealth's pensions and protection businesses, and on 30 December 2016 announced the completion of the acquisition of Abbey Life Assurance Company Limited. The enlarged Group now has over 6.1 million policyholders and £74 billion of assets held by the Group’s life companies. Click here for further information about companies within the Phoenix Group.
Complaint handling reports for the Phoenix group of companies for the period 1 July to 31 December 2016 can be accessed below:
Copies of previous complaint handling reports can be made available upon request.