Feedback Policy

 

This policy is reviewed annually and was last updated in March 2025.

 

  1. Our commitment

Longevity Partners Limited and its affiliates (‘Longevity Partners’) is committed to providing quality services to our clients. We value our clients’ feedback. If you have any concerns or are unhappy with our service, please do contact us immediately so we can try to resolve the problem as promptly as possible. This policy outlines how we handle your feedback to continually improve our services.

 

  1. How to provide feedback

If you have any issues with our service, please contact:

your normal Longevity contact who will attempt to resolve your concerns immediately

if your normal Longevity contact is unable to resolve your concerns, please contact feedback@longevity.co.uk. Please include the following information:

your name and contact details

the service(s) your concern relates to

details of the issue(s)

any other relevant information or documentation.

 

  1. Our process

Receipt and acknowledgment:

We will acknowledge receipt of your feedback within 5 working days.

Investigation:

We may invite you to meet with us in person or video call following completion of our thorough investigation to discuss and resolve the issue(s) raised.

If a meeting is not appropriate, or you do not wish to attend a meeting, we will send a detailed written response including any suggestions regarding how to resolve the issue(s) raised.

Information on how to escalate if you’re not satisfied.

Escalation:

If you are not satisfied with the initial outcome, you may request an escalation within 28 days of the meeting or receipt of the detailed written response.

Escalation requests will be referred to our CEO or COO who will review and respond to the issue(s) raised.

 

  1. Confidentiality

Your feedback will be handled confidentially and in accordance with applicable data protection regulations.