Complaints
What to do if you have a complaint
If you wish to register a complaint, please contact us:
Write to:
The Compliance Officer
LifeSearch Limited
401 Grafton Gate East
Milton Keynes
MK9 1AT
Once received, we'll confirm safe receipt within 48 working hours.
To make your complaint by email, please email us at: customercare@lifesearch.co.uk
Our team are all available at this time and so email complaints will be acknowledged within 48 working hours
If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service.
Are we covered by the Financial Services Compensation Scheme (FSCS)?
We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 100% of the claim, without any upper limit.
Further information about compensation scheme arrangements is available from the FSCS.
Unreasonable Behaviour Policy
At LifeSearch, we believe our customers should be treated with dignity and respect at all times, and that all our people should be treated the same way. If any customer exhibits unreasonable behaviour towards our people, we will take action to manage this. This policy sets out what we consider to be unreasonable behaviour and the actions we might take if a customer’s behaviour goes beyond what we consider to be acceptable.
Unreasonable behaviour includes, but is not limited to:
Aggressive or abusive language: Any language that is offensive, derogatory, threatening, or discriminatory.
Verbal abuse: Shouting, swearing, or insults directed at any of our people whether it be directly or comments about their colleagues. We operate a zero-tolerance policy to any racial or sexual abuse.
Unreasonable demands: Requests that are excessive or outside the remit of our services, or demanding responses within unreasonable timescales.
Repeated contact: Persistent or repeated calling after being provided with a response or outcome, particularly when no new information is provided.
Harassment: Any behaviour that is intended to intimidate, coerce, or cause emotional distress.
Non-compliance with instructions: Refusal to comply with reasonable requests, such as verifying personal information or providing necessary documentation.
Disruptive behaviour: Any behaviour that makes it difficult for any of our people to carry out their duties effectively.
Our response to unreasonable behaviour
If a customer displays unreasonable behaviour, we reserve the right to:
Issue a warning: We will politely ask the client to modify their conduct. This would be the first indication that behaviour has taken place which we feel is unacceptable. In most cases a warning is all that is needed. If a warning is ignored, we may proceed to the other steps in this list. In cases of racial or sexual abuse for which we operate a zero-tolerance policy, we reserve the right to not to issue a warning and to end the call.
Limit communication: We may restrict communication to written channels (e.g. email) or limit the frequency of contact.
End the call: If a customer continues to behave inappropriately after a warning, we reserve the right to terminate the call. If a client feels that this has been done unfairly, they should contact our complaints department at complaints@lifesearch.co.uk and the matter will be formally investigated.
Escalate the matter: For repeated or severe incidents, the issue may be escalated to senior management. We may also refer serious cases to legal authorities or regulatory bodies.
Refuse future service: In extreme cases, we reserve the right to refuse to provide future service to customers who persistently engage in unreasonable behaviour. This would only happen if there have been repeated incidents and repeated warnings have been ignored.
Monitoring and Appeals Process
Recording and Monitoring
Our telephone calls with customers are recorded for training and monitoring purposes. These recordings may also be used to review incidents of unreasonable behaviour and inform our responses.
Right to Appeal
Customers have the right to appeal any actions taken by LifeSearch under this policy. Appeals should be submitted in writing to Sarah Kirk at customercare@lifesearch.co.uk within 14 days of the decision.
Feedback and Complaints
We value customer feedback and aim to resolve any concerns that arise. If a customer feels that they have been unfairly treated under this policy, they can make a formal complaint by emailing complaints@lifesearch.co.uk or calling 02037640103.
Review
This policy will be reviewed annually and may be updated in line with changes to company procedures, industry standards, or regulatory requirements.