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Compliments and complaints
We always pass your compliments and thanks on to our team. It's good to know we’ve met your expectations. Plus, direct feedback is how we learn best, what matters to you most.
But if there's something you’re not happy with, please let us know.
The last thing we want is for you to be upset by anything connected with our services. We welcome your feedback when we get it right and when we don't. If something needs putting right, then our whole team needs to learn from your feedback - not just one or two people.
If at any time you are not happy with the service that we have provided, please contact us.
You can make a complaint by either writing or speaking to us, you will find our contact details below.
Please tell us your concerns, it will help us if you can provide any reference or plan numbers, relevant dates and the names of anyone you may have spoken to in respect of your concern.
After you contact us, this is what we'll do:
We will acknowledge receipt of your complaint within 7 business days and aim to resolve your complaint within 30 days of receipt whenever this is reasonably possible.
We'll investigate the details of your complaint thoroughly and send you a reply confirming our findings. We'll clearly explain the reasons behind our decision and what action we'll take to put things right, if appropriate.
If you are not happy with the outcome, you can refer your complaint to the Funeral Planning Authority, Tel. 0345 601 9619. The Funeral Planning Authority provides a free, independent arbitration service for resolving disputes within the funeral planning sector.