Privacy Policy
Learn how we handle your personal information and protect your privacy when interacting with our website and our services.
Your trust and security are our top priorities.
Last Updated: 23rd July 2026
At Plan with Grace Limited (“we,” “our,” or “us”), we take your privacy seriously and are committed to protecting your personal data. This Privacy Policy explains how we collect, use, and safeguard your personal information when you visit our website www.funeralswithgrace.com or www.thefuneralmarket.com (“Websites”), interact with us, or use our services. It also informs you about your rights under the UK General Data Protection Regulation (UK GDPR) and how you can exercise them.
When we use (“we,” “our,” or “us”) in the Policy, we mean one or more of the following companies:
- Funerals with Grace: sells and administers prepaid funeral plans.
- With Grace: sells and administers prepaid funeral plans.
- The Funeral Market: provides ‘at need’ cremation and funeral services and administers the fulfilment of prepaid funeral plans provided by Funerals with Grace and With Grace.
In all cases Plan with Grace Limited acts as the Data Controller.
1. About Us
We provide prepaid funeral plans, at-need funeral services and related funeral administration services. Due to the nature of our services, we may process personal and sensitive information relating to customers, family members, next of kin and beneficiaries. We are committed to ensuring all personal data is handled lawfully, fairly, transparently and securely.
2. Contact Details
If you have any questions about this Privacy Policy or how we process your personal data, please contact us:
Plan with Grace Limited
Thomas House
84 Eccleston Square
Pimlico
London
SW1V 1PX
Email: support@funeralswithgrace.com
Telephone: 0800 471 4689
3. How We Collect Personal Data
We collect personal data directly from you when you contact us, complete forms, purchase our services, communicate with us by telephone, email or post, or interact with our websites. We may also receive information from funeral directors, service providers, payment providers, family members or next of kin acting on your behalf, identity verification providers, and publicly available sources where permitted by law and with your consent. Certain technical information is also collected automatically through cookies, analytics tools and website technologies.
4. The Personal Data We Collect
The types of personal data we collect may include your name, address, email address, telephone number, date of birth, payment information, account details, next of kin details, communication records and website usage information. Depending on the services you request, we may also process special category data such as health information, religious beliefs, ethnicity or vulnerability-related information where necessary and with your explicit consent to provide our services and where permitted by law.
5. How We Use Your Personal Data
We use your personal data to provide and administer our funeral plans and funeral services, process payments, communicate with you, respond to enquiries, arrange funeral services, maintain records, improve our services and websites, comply with legal and regulatory obligations, prevent fraud and provide customer support. We may also use your information for marketing purposes where permitted by law and in accordance with your communication preferences.
6. Legal Bases for Processing
We process personal data where necessary to perform a contract with you, comply with legal and regulatory obligations, pursue our legitimate business interests or where you have provided consent. Where we process special category data, we will do so only where an additional lawful condition applies under applicable data protection laws, including explicit consent where required.
| Purpose | Basis for Processing |
| Enquiries and quotations | Pre-contract steps/legitimate interests |
| Entering and administering plans | Contract |
| Funeral arrangements and redemption | Contract/legitimate interests |
| Regulatory records and complaints | Legal obligation |
| Fraud prevention | Legal obligation |
| Call recording, AI transcription and quality monitoring | Legal obligation and legitimate interests |
| Marketing | Consent/legitimate interests |
| Website analytics | Consent/legitimate interests |
7. Telephone Calls, Recordings and AI-Assisted Transcription
We may record and monitor telephone calls for customer service, training, quality assurance, safeguarding, compliance and record-keeping purposes. We may also use trusted third-party telephony, VoIP and AI-assisted transcription providers to create call transcripts and administrative notes. Any personal data processed through these services is handled securely and is not used to train public or third-party artificial intelligence models.
8. Cookies and Website Analytics
Our websites use cookies and similar technologies to operate effectively, improve user experience, analyse website traffic and support marketing activities where permitted. Some cookies are essential to the operation of our websites, while others require your consent. You can manage your cookie preferences through your browser settings or cookie banner preferences.
9. Sharing Your Personal Data
We do not sell or rent your personal data. However, we may share your personal data with trusted third-party providers where necessary to provide our services and operate our business. These may include CRM providers, telephony and VoIP providers, AI-assisted transcription providers, cloud hosting providers, payment processors, funeral directors, fulfilment providers, marketing platforms, analytics providers, legal and professional advisers, regulators and IT service providers.
We may also work with selected third-party legal or estate planning providers to offer services such as wills, probate or estate planning. Your personal data will only be shared with these providers where you have requested the service, provided consent, or where sharing is necessary to fulfil your instructions.
All third parties processing personal data on our behalf are required to keep personal data secure and process it in accordance with applicable data protection laws.
10. International Transfers
Some of our service providers may process personal data outside the United Kingdom. Where this occurs, we ensure appropriate safeguards are in place in accordance with UK data protection laws to protect your personal data.
11. Data Security
We implement appropriate technical and organisational measures designed to protect personal data against unauthorised access, misuse, disclosure, loss or destruction. These measures may include encryption, restricted access controls, secure cloud infrastructure, staff training and regular security assessments.
12. Data Retention
We retain personal data only for as long as necessary for the purposes for which it was collected, including to comply with legal, financial and regulatory obligations. Retention periods may vary depending on the nature of the information and the services provided.
13. Vulnerable Customers and Safeguarding
Due to the nature of our services, we may interact with vulnerable individuals or bereaved families. We aim to handle all personal data sensitively, fairly and respectfully and may process information where necessary to protect customers, prevent fraud, support vulnerable individuals and comply with safeguarding obligations.
14. Your Rights
Under UK GDPR, you have the right to request access to your personal data, request correction of inaccurate information, request deletion of your data in certain circumstances, restrict or object to processing, withdraw consent and request transfer of your data to another provider where applicable. You also have the right to object to direct marketing at any time.
We may request proof of identity before processing requests and aim to respond to valid requests within one month.
15. Marketing Communications
We may send marketing communications where you have consented or where otherwise permitted by law. You can opt out of receiving marketing communications at any time by clicking the unsubscribe link in our emails or contacting us directly.
16. Automated Decision-Making
We do not make decisions based solely on automated processing which produce legal or similarly significant effects on individuals. Any use of AI or automated tools is subject to appropriate human oversight.
17. Complaints
If you have concerns about how we handle your personal data, we encourage you to contact us first so we can attempt to resolve the issue. You also have the right to lodge a complaint with the Information Commissioner’s Office (“ICO”).
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Website: www.ico.org.uk
Telephone: 0303 123 1113
18. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, business practices, legal obligations or regulatory guidance. Any updates will be published on this page with an updated “Last Updated” date.
19. Contact Us
If you have any questions about this Privacy Policy or how we process your personal data, please contact:
Plan with Grace Limited
Thomas House
84 Eccleston Square
Pimlico
London
SW1V 1PX
Email: support@funeralswithgrace.com
Telephone: 0800 471 4689
