(Last updated 28.07.2026)
Supporting you
At LifeSearch, we want to make sure every customer gets the support they need. Everyone’s circumstances are different, and sometimes a little extra support can make a big difference.
You don't need to explain everything. Just tell us what would make things easier, and we'll do our best to help.
What does being vulnerable mean?
The Financial Conduct Authority (FCA) defines a vulnerable customer as:
“Someone who, due to their personal circumstances, is especially susceptible to harm, particularly when a firm is not acting with appropriate levels of care.”
In everyday terms, this means there may be times when someone needs extra support from us.
This could be because of their health, a change in their circumstances, or something else that makes it harder to understand information, make decisions or communicate with us.
When extra support might help
There are many reasons why you may need extra support. Examples include:
Your health
- a physical or mental health condition
- a disability a serious or long-term illness
- difficulties with memory, understanding or making decisions
- addiction or dependency
Changes in your life
- someone close to you dying
- losing your job
- a relationship ending
- caring for someone
- retirement
- another major change in your life
Money worries or difficulty coping
- concernss about money
- a change in your income
- having little or no savings
- difficulty covering unexpected costs
- feeling overwhelmed by your circumstances
Understanding and communication
- difficulty reading or understanding information
- difficulty with numbers
- dyslexia or other neurodivergent needs
- difficulty hearing, speaking or communicating
- English not being your first language
- difficulty using online services
- limited access to help or support
These are just examples. You do not need to have a diagnosis or formal assessment to ask us for support.
How we can support you
If there’s anything we can do to make things easier, please let us know.
Depending on what you need, we may be able to:
- explain information in a different way
- use clear and simple language
- give you more time to understand information or make a decision
- take breaks during a conversation
- arrange a time to speak that works better for you
- involve someone you trust, with your permission
- tell you about other organisations that may be able to provide specialist support
If you buy a policy, your insurer may also be able to provide information or documents in another format. The support available will depend on the insurer.
Helping you avoid repeating information
With your permission, we may record relevant information about your needs and any support we’ve agreed with you.
This helps us provide consistent support and means you may not need to explain the same information each time you contact us.
We will handle your information in line with data protection requirements and our Privacy Policy.
We continue to learn
Our teams receive training to help them recognise when someone may need extra support and understand what they can do to help.
We also use customer feedback to understand what’s working well and where we can improve.
Contact us
If there’s anything we can do to support you, please let us know.
Call us on 0800 316 3166
Email us at customercare@lifesearch.co.uk
You can also find more information about vulnerable customers on the FCA Website.