Complaints

We strive to provide the best possible care and service to the families we serve. We recognise that problems can sometimes arise and that mistakes may be made, and that you may wish to make a complaint about our services.

Please let us know if you have any concerns as soon as possible, so that we have the chance to put things right straight away.

We welcome all feedback, positive or negative, and we use it to improve the service we offer. Our aim is to deal with every complaint promptly and fairly, with decisions based on a thorough investigation of the circumstances.

In the first instance, if you have any questions or concerns, please speak to a member of the team. They may be able to answer your questions directly.

If you would like to make a formal complaint, you can do so in any of these ways.

By telephone
Our Complaint Resolutions Team on 0800 783 7171.

By email
complaint.resolutions@dignityuk.co.uk

By post
Complaint Resolutions Team
Dignity Funerals Ltd
King Edwards Court
4 King Edward's Square
Sutton Coldfield
West Midlands
B73 6AP

We acknowledge your complaint. Depending on how your complaint reaches us, we will acknowledge it by the end of the next working day.

We investigate. Depending on the nature of the complaint, we will usually carry out an investigation to get to the root cause of the problem, so that we can answer you as fully as we can.

We resolve it. We aim to resolve complaints within 14 working days, although this may take longer where the circumstances are complex.

Once resolved, if you are still dissatisfied, you can contact NAFD Resolve who offer an independent funeral consumer complaints service.

NAFD Resolve is the independent funeral complaints service. It’s free, easy to use and covers 4,100 UK funeral homes that are members of the National Association of Funeral Directors. It is fully funded by the NAFD, with conciliation and adjudication services provided by qualified professionals from the Centre for Effective Dispute Resolution (CEDR).

You can make a complaint via the online complaint form on the complaints section of the website: nafd.org.uk.

If you do not have access to the internet, you can request a call back from a member of the complaints team by leaving a voice message on 0121 711 1636.

Dignity UK Limited are committed to delivering a high-quality service, but appreciate that sometimes, unfortunately things may go wrong. Letting us know when you are unhappy with your experience gives us the opportunity to put things right and make sure that we continue to improve to deliver the best possible service in the future.

The below summarises the six steps of our complaints handling process:

There are 4 easy ways to contact us:

Email us: complaints@dignityfuneralplans.co.uk
Call us on 0800 731 0655
Write to us at:

Complaint Resolutions Department
Dignity Funerals Limited
4-10 King Edwards Court
King Edwards Square
Sutton Coldfield
West Midlands
B73 6AP

We understand that resolving your complaint quickly is of the utmost importance, but to ensure we reach a fair outcome for you, we want to conduct a thorough investigation and this can take time. We will write to you to acknowledge your complaint within 5 working days from the receipt of your complaint.

One of our trained Complaint Resolution team will investigate your complaint. They will assess the details of your complaint thoroughly, fairly and impartially in order to reach a decision. To help with their investigations, they may need to contact you to request any additional information they will need.

Our aim is to reach a conclusion within 4 weeks of the receipt of your complaint, but this can depend on the complexity of your case. If we have not resolved your complaint by this time, we will ensure you are kept updated on the progress of our investigations.

We will always endeavour to inform you of our decision over the telephone. Where we have not been able to discuss our decision over the telephone we will confirm our decision in writing in a final response letter but we may still want to discuss the outcome with you. This letter will detail a full account of our findings and the rationale for our decision.

In the event that your complaint has not been resolved within 8 weeks from the date of receipt, we will either provide you with a final response letter, or a further update on the progress of our investigation, explaining why we are not yet in a position to provide you with our final response. At this point we will also inform you that you have the option to refer your complaint to the Financial Ombudsman Service and provide you with a booklet giving you further details on the service they provide.

If you are not happy with our final response or, 8 weeks have passed since you initially raised your complaint with us you may refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service was set up by law to give most consumers a free, independent service for resolving disputes with financial firms.

If you have a complaint you should always contact us first. The Ombudsman will only consider your complaint once you have attempted to resolve it directly with us. You have a period of 6 months in which to refer to the Ombudsman. The 6-month period starts from the date of the final response.

The contact details of the Financial Ombudsman Service are as follows:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 or 0300 123 9 123

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