How to make a complaint
You can make a complaint by:
- Phone 01926 312272
- Email complaints@lifecharity.org.uk
- Write to Life, 4 Jephson Court, Tancred Close, Leamington Spa CV31 3RZ
- Fill out the form below
Our national office is available Monday-Thursday 9am-5pm and Friday 9am-4pm. There’s a voicemail service if you want to leave a message.
If you are a Life client, you can make a complaint by phone or in person to your Support Worker, Coordinator, or Manager.
What to expect when you make a complaint
The complaints process
We aim to acknowledge all formal complaints within five working days, and we will assign a person to investigate your complaint. We aim to investigate all formal complaints and tell you the outcome within 15 working days. If we cannot do this, we will let you know and tell you by when you should expect your complaint to be resolved.
If you are not happy with the outcome of your complaint, you have the right to appeal the outcome. If your complaint is about fundraising, you have a second right of appeal as well.
If you aren’t satisfied with the outcome of your complaint
If you aren’t satisfied with the outcome of your complaint, you have the right to approach the relevant organisation that regulates the part of our charity you have complained about.
- If you have complained about our housing services, you can contact the Housing Ombudsman.
- If you have complained about our counselling services, you can contact the British Association for Counselling and Psychotherapy (BACP).
- If you have complained about our fundraising, you can contact the Fundraising Regulator.
Further information
Our complaints policy
You can read out complaints policy here:
Complaints Reports
We issue an annual complaints report to show many complaints we received, the outcome of those complaints, and what we are doing to improve our service as a result of feedback. Read it here:
Ombudsman Complaints Handling Code Self-Assessment
We assess ourselves on how closely we are following the Ombudsman Complaints Handling Code. You can read our self-assessments here: