Does This Policy Apply to You?

We treat all complaints fairly and consistently. However, please note that only eligible complainants have the right to refer a complaint to the Financial Ombudsman Service (FOS) if they are not satisfied with how we have handled their complaint.

How to Make a Complaint

You may make a complaint by any reasonable method, including by letter, email, or telephone. Making a complaint is free of charge.

To submit a complaint, please contact:

Name: David Rist
Address:
Plan With Grace Ltd
Arch Barn
Pury Hill Business Park
Paulerspury
NN12 7LS

Telephone: 0203 143 1412
Email: support@funeralwithgrace.co.uk

What Happens After We Receive Your Complaint?

Once your complaint is received, it will be referred to our Head of Compliance as soon as possible.
If the Head of Compliance is directly involved in the subject matter of the complaint, it will instead be referred to another senior member of our management team.

We will acknowledge your complaint within three working days of receipt.
Our acknowledgement will include:

• The name and title of the person handling your complaint

• Confirmation that they have the authority to investigate and resolve the matter

• A copy of this Complaints Policy

Investigating and Resolving Your Complaint

We will investigate your complaint competently, diligently, and impartially to determine whether it should be upheld and whether any remedial action or redress is appropriate.

Our conclusions will be set out in a final written response.

If we determine that compensation or other redress is appropriate, we will aim to provide fair and reasonable compensation for any act or omission for which we are responsible. If you accept our offer, payment will be made promptly.

Our Response Timescales

After acknowledging your complaint, we will keep you informed of progress.

• Quick resolution:
  If your complaint is resolved promptly, we will send you a Summary Resolution Communication, confirming the outcome and explaining your right to refer the complaint to the FOS if you later disagree, including applicable timescales.

• More complex cases:
  If we are unable to resolve your complaint promptly, we will send you within eight weeks of receipt either:

  • a final response, or

  • a written update explaining why a final response is not yet possible and when we expect to provide one.

Our response will also explain your right to refer the complaint to the FOS and will include a copy of the FOS standard explanatory leaflet.

Financial Ombudsman Service (FOS)

If you are an eligible complainant and remain dissatisfied with our final response, you may refer your complaint to the Financial Ombudsman Service.

You must refer your complaint within six months of the date of our final response.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4567

Closing Complaints

We will consider your complaint closed when:

• we have issued a final response;

• you confirm in writing that you accept an earlier response; or

• you refer the complaint to the FOS and we are notified that the case has been closed.

Questions

If you have any questions about our complaints process, please contact us:

Email: support@funeralwithgrace.co.uk
Telephone: 0203 143 1412
Website: funeralwithgrace.co.uk