Complaints Procedure

Our aim is always to provide an exceptionally high level of service to all of our customers. Where customers feel they have cause to raise a complaint it is important to us that these are dealt with objectively, fairly and within an acceptable time frame.

Impaired Life Leads is not registered with the FCA and does not provide and Advice with regard to life insurance, critical illness, income protection or health insurance, Impaired life leads Ltd simply pass your details onto a panel of Fully Registered and Accredited Life insurance brokers based in the UK.

The following procedure explains how we deal with complaints, our commitments to you and what redress you have if you think your complaint has not been resolved to your satisfaction.

If you have a complaint about any aspect of our service then we would like to hear from you.

How to tell us if you have a complaint

To help us investigate and resolve your issue as quickly as possible, you can contact us by telephone or in writing. The most appropriate person will handle your complaint in the quickest possible time.

If you have had a problem with any Insurer that your details have been passed to please provide us with details of your issue and we will contact the broker directly to inform them of your complaint.

Our complaints contact details are:

Online at:

By telephone on:

By letter to:


What information do we need to address your complaint?

To assist us in resolving your complaint efficiently it would be helpful if you could provide the following information:

  • Your full name and preferred contact details
  • Full details of your complaint
  • What you expect us to do to put things right
  • Any other information that you think may be relevant
  • What we do if we receive a complaint from you

Any complaint, verbal or written, will be allocated it to the most appropriate Complaints Handler.

We will always try to resolve your complaint immediately. However, sometimes this may not be possible. In all cases we will implement the following process:

Impaired Life Leads Ltd Deal with complaints promptly and fairly.