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

If you are an eligible complainant, you are able to refer a complaint to the FOS if you are not satisfied with the outcome of your complaint.  Your rights are set out in the FOS’s leaflet ‘Your Complaint and the Ombudsman’ which we will provide you as part of the complaints process. Please remember that if you wish to refer a complaint to the FOS, you must do so within 6 months of our final response.

Please see below the contact details for the FOS:
Financial Ombudsman Service
Exchange Tower
E14 9sR


Call: 0800 023 4567


Closing complaints


We will regard your complaint as closed in the following circumstances:

Once we have sent you a final response:
where you have told us in writing that you accept an earlier response that we have sent to you; or
if you refer your complaint to the FOS, when the FOS informs us the complaint has been closed.




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