Complaints

How to make a complaint

If you have any complaints about the service you receive from Plan with Grace, please contact our customer service team immediately by phone, email or post:

  • Plan with Grace Limited, 35 Catherine Place, London SW1E 6DY
  • Email: [email protected]
  • Tel: 0800 471 4689

We’ll acknowledge your complaint as soon as possible, and no later than three working days following receipt. We will do our utmost to ensure that it’s dealt with as quickly as possible. If the matter is resolved with your agreement within the timeframe, we will provide a summary resolution communication confirming that the complaint has been resolved.

Otherwise, we will investigate the complaint and provide you with our final response as soon as possible thereafter. The firm has a maximum of 8 weeks to investigate the complaint and provide a final response, but we aim to respond much sooner than this wherever possible.

If you are not satisfied with our response, you’re entitled to refer your complaint to the Financial Ombudsman Service.

In order to speed up the process of resolving your complaint please provide us with as much information as possible before contacting us. This includes:

  • The plan holders details
  • The plan reference number
  • A detailed reason for the complaint

Call us on 0800 471 4689

Make a complaint through our contact form
1

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We make sure that you focus on what's important
2

Everyone is unique

Find or build a funeral plan to meet your needs and allows you to be in control of your funeral plan, both now and in the future.
3

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Once a plan is purchased, the money is held securely in the Plan with Grace Funeral Payment Trust, until such a time it is required to pay for the funeral.