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: 020 8068 8247

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 Funeral Planning Authority.

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 +442080688247