Our Commitment

LifeSense Financial Services is committed to providing the highest standard of service. If you are dissatisfied with any aspect of our service, we want to hear from you. We treat every complaint as an opportunity to improve and will handle your concern promptly, fairly, and transparently.

How to Submit a Complaint

You may submit a complaint through any of the following channels:

• Email: info@lifesensefs.co.za
• Phone: +27 (0) 86 100 0079
• In writing: LifeSense Financial Services, Private Bag X 135, Bryanston 2021
• In person: 65 Homestead Road, Bryanston, Sandton 2191

Please include your full name, contact details, a clear description of your complaint, and any supporting documentation.

What to Expect

• Acknowledgement: We will acknowledge receipt of your complaint within 2 business days.
• Investigation: Your complaint will be investigated thoroughly and impartially by a senior member of our team.
• Response: We aim to provide a full response within 15 business days. If more time is required, we will keep you informed of progress.
• Resolution: We will propose a fair resolution and, where appropriate, take corrective action to prevent recurrence.

Escalation

If you are not satisfied with our response, you may escalate your complaint to:

Record Keeping

All complaints are logged and tracked in our complaints register in accordance with the General Code of Conduct for Authorised Financial Services Providers. Records are retained for a minimum of five years.