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Our Complaints Policy

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Funeral Plans

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Funeral Plans

How do I make a complaint?

If you want to make a complaint, you should contact us by phone email or post.

 

Phone: 0800 033 7737

 

Email: complaints@purecremation.co.uk

 

Post: Pure Cremation Funeral Planning Limited, Complaints Department, Eagle House, Joule Road, Andover, Hampshire SP10 3UX.

 

If you’re not happy with our response to your complaint, you can ask the Financial Ombudsman Service to look into it. This is a free, independent and impartial service that helps resolve disputes.

 

Although you can refer your complaint to the Financial Ombudsman Service at any time, they'll ask for our permission to investigate complaints where:

 

  • you haven't complained to us first, to give us the chance to put things right; or
  • you have complained to us, but we haven’t given you our final response yet and we’re still within our timescales.

 

How we manage your complaint

We will send you a prompt written acknowledgment or a summary resolution communication (if the complaint can be resolved within 3 business days). We’ll also let you know about the Financial Ombudsman Service at this time.

 

For more complex complaints, we’ll send you our final response as soon as we’ve completed our investigation and no later than within 56 days. We’ll also keep you informed in writing along the way so you’ll know when to expect to hear from us.

 

If we haven’t been able to finalise our investigation by 56 days we’ll send you a letter letting you know and what steps you can take. These will include letting you know you can go to the Financial Ombudsman Service if you’d prefer not to wait until we’ve finalised our investigation. The contact details for the Financial Ombudsman Service are below.

 

Web: www.financial-ombudsman.org.uk

 

Email: complaint.info@financial-ombudsman.org.uk

 

Phone: 0800 0 234 567 (free from UK landlines and mobiles)

 

Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR.

 

What if I need to contact you?

You can contact us in the following ways for plan sales, lost plan documents, plan enquiries and general enquiries. We will send you a plan statement every 3 years to keep you updated on your plan.

 

Phone: 0800 033 7737

 

Email: planningahead@ purecremation.co.uk

 

Post: Pure Cremation Funeral Planning Limited, Eagle House, Joule Road, Andover, Hampshire SP10 3UX.

 

The funeral plan contract is between you and Pure Cremation Funeral Planning Limited (registered in England and Wales, company number 09906976)

 

Our Registered office is at: Charlton Park Crematorium, Charlton Down, Andover, England, SP11 0TA

 

Our VAT registration number is GB273 6544 83

 

Arrange a Funeral

How do I make a complaint?

If you want to make a complaint, you should contact us by phone email or post

 

Phone: 0800 033 7737

 

Email: customercare@purecremation.co.uk

 

Post: Customer Care, Pure Cremation Funeral Planning Limited, Eagle House, Joule Road, Andover, Hampshire SP10 3UX

 

How we manage your complaint

We’ll be in touch within 5 working days to let you know we’ve got your complaint.

 

We’ll keep you updated on our investigation and try to sort out the complaint fully within 28 days. If we can’t finish our investigation within this time we’ll let you know how we’re getting on.

 

If you’re not happy with our response to your complaint, you can take your complaint to the Funeral Planning Authority

 

Phone: 0845 6019619

 

Email: funeralplanningauthority.co.uk/contact-us/complaint-form

 

Post: Funeral Planning Authority, Barham Court, Teston, Maidstone, Kent, ME18 5BZ

 

English Law applies to this agreement. Any claim made in a court relating to your plan will be dealt with by the Courts of England and Wales. If any part of the agreement doesn’t apply the rest of the agreement still stands.

 

This agreement is only for your benefit. No other person (including your representative or a person who pays for your plan) has any right to bring a claim under any term of this agreement.

 

What if I need to contact you?

You can contact us in the following ways for plan sales, lost plan documents, plan enquiries and general enquiries.

 

Phone: 0800 033 7737

 

Email:planningahead@purecremation.co.uk

 

Post: Pure Cremation Funeral Planning Limited, Eagle House, Joule Road, Andover, Hampshire SP10 3UX

 

This agreement is between you and Pure Cremation Funeral Planning Limited (Registered in England and Wales number 09906976)

 

Our Registered office is at: Charlton Park Crematorium, Charlton Down, Andover, England, SP11 0TA

 

Our VAT registration number is GB273 6544 83