How to make a complaint

How to complain and how we will respond

With Grace is authorised and regulated by the Financial Conduct Authority (FCA) in the United Kingdom to provide funeral plans.  We are required to have in place effective and transparent procedures for the reasonable and prompt handling of complaints in relation to this service.

Does this policy apply to you

It is important to note that we treat all complaints equally, however only eligible complainants will be able to refer complaints to the Financial Ombudsman  Service (FOS) if you are not satisfied with the way we have handled your complaint.

How can you make a complaint

You can make a complaint by any reasonable means – for example, letter, email or telephone.  It is free of charge to complain.

To make a complaint, please contact:
Name: David Rist
Address: Brewery House, 4 Castle Street, Buckingham, MK18 1BS
Telephone: 0800 471 4689

What will we do once we have received your complaint?

Your complaint will be referred to our Head of Compliance as soon as possible.  In the event that they are involved in the subject matter of the complaint, your complaint will be referred to another member of our senior management team.

We will promptly acknowledge your complaint, no later than three working days of receipt.  In this acknowledgement, we will provide the name and the title of the person that is handling your complaint.  We will give this individual the authority necessary to investigate and settle the complaint. We will also include a copy of this policy at this time.

Investigating and Resolving your complaint

We will investigate your complaint competently, diligently and impartially with a view to deciding whether the complaint should be upheld and whether any remedial action and / or redress may be appropriate.  We will set out our conclusions in a final response to you.

If we decide that redress is appropriate, we will aim to provide you with a fair compensation for any acts or omissions for which we are responsible.  If you accept our offer, we will promptly provide the compensation to you.

Our timetable for responding to you

Once we have acknowledged your complaint, we will keep you informed of our progress.  If we are able to quickly resolve your complaint, we will send you a Summary Resolution Communication which will acknowledge your complaint and confirm we now consider it to be resolved. Explain that you may still be able to refer your complaint to the Financial Ombudsman Service (FOS) if you subsequently disagree with our decision, and the timescales you have for doing this; and provide information about how to contact the FOS.

If we are not able to resolve your complaint quickly, we will, within eight weeks of receiving your complaint, send you either a final response or a written response that explains why we are not in a position to make a final response to you and when we expect to provide one.

Our response will also inform you that, if you remain dissatisfied, you may refer the complaint to the FOS; and enclose a copy of the FOS standard explanatory leaflet.

Financial Ombudsman Service