Support for funeral plan customers transferring to Dignity

In 2022, the Financial Conduct Authority (FCA) introduced strict new rules for funeral plan providers. These rules, set up to protect consumers, mean that providers must now be authorised by the FCA before they can sell funeral plans.

Unfortunately, your funeral plan was with a provider which failed to receive authorisation from the FCA. Many providers which failed to receive authorisation have since gone into administration, the precursor to bankruptcy.

At Dignity, we are an FCA regulated provider. We’ve been providing people across the UK with funeral plans for generations. We believe funeral plans are an effective way to bring peace of mind to individuals and families. So, we worked with the FCA to act as a rescue provider if no other options could be found. We are proud to have supported 60,000 people through this process.

Some of the unregulated providers are still going through the administration process. Unfortunately, due to their failure to safeguard your money adequately, the final amount Dignity will receive may be less than the amount you paid in to your plan. However, our promise is to match their offering as closely as possible. Depending on the agreement reached with your previous provider, you were given a choice to move to a Dignity Funeral Plan at no extra cost, or at a heavily discounted price.

Dignity Funerals Limited is one of the UK’s largest funeral plan providers. We have a network of funeral homes and crematoria across the UK. Our oldest branch was established in 1812, and we pioneered the launch of the first nationally available funeral plan. Dignity is regulated by the Financial Conduct Authority (FCA).

The money Dignity receives for a plan is placed into The UK Funerals (2022) Trust. This is an independent trust, set up in line with the Financial Conduct Authority regulations.

Trustees ensure that the money is prudently managed, and Dignity guarantees to add funds to the trust to ensure it is always fully funded.

In the unlikely event Dignity is not able to meet our obligations, and we are unable to pay claims made against us, you (or your estate) may be entitled to compensation from the Financial Services Compensation Scheme (FSCS).

If your plan is already paid in full: you do not need to make further payments to Dignity. We'll send you a Funeral Plan Statement at least once every 3 years.

If you have an outstanding balance on your plan: you will need to complete the payments. You can either pay off the balance in full or pay the balance by direct debit each month.

Under the Terms and Conditions (T&Cs), any missed payments could lead to your plan being cancelled. We will always contact you before we cancel a plan to give you a chance to catch up on any missed payments.

Contact us on 0800 033 4306:

• if you have missed payments or need to set up a direct debit
• if you are struggling to pay

This depends on your previous provider. If we receive funds from your previous provider, we will allocate them to your Dignity Funeral Plan

If your previous provider failed to safeguard your money adequately, we would only receive a proportion of the payments you made to them. The amount we will receive is the same as you would have received from your previous provider had you not accepted Dignity's offer. We do not have control over the amount of money we receive or the timelines for the transfer.

If you choose to continue with Dignity, we guarantee to provide the services detailed in your Funeral Plan Summary as outlined in your Dignity T&Cs. This applies no matter what proportion of funds we receive from your provider.

This is a summary of the situation with each provider who has transferred plans to Dignity:

Capital Life

Dignity will not receive any funds relating to payments made to Capital Life before 31 October 2022. Any funds paid to Capital Life after this date have already been transferred to Dignity in full. This amount has counted towards any balance due to Dignity. If you have an outstanding balance on your plan, you will need to complete the payments with Dignity.

Empathy – Updated 30 May 2025

Empathy's administrators have made a payment to Dignity in relation to your funeral plan on 12th March 2025. This payment was equivalent to approximately 5p in the pound. This means that for every £1 you’ve paid to Empathy, Dignity has received approximately 5p.

The payments received have been allocated to the related plans, and we aim to issue refunds to any customers who have previously requested to cancel their Dignity funeral plan within the next 4-5 weeks.

Rest Assured – Updated 30 May 2025

Rest Assured’s administrators have made a payment to Dignity in relation to your funeral plan on 30th May 2025. This payment was equivalent to approximately 10p in the pound. This means that for every £1 you've paid to Rest Assured, Dignity has received approximately 10p.

We are currently working through the records to allocate the payments we've received to the related plans. This reconciliation process is critical to ensure that every customer receives their appropriate share of the funds available.

As soon as this process is complete, we will share another update, and issue refunds to any customers who have previously requested to cancel their Dignity funeral plan.

Safe Hands

Safe Hands Plan Limited went into administration and stopped trading in 2022. Dignity did not receive any funds from Safe Hands in relation to your funeral plan and was not involved in the calculation or distribution of those funds. For more information, visit the Safe Hands website or contact the administrators at safehands@frpadvisory.com

Silver Clouds – Updated 30 May 2025

Silver Cloud's administrators have made a payment to Dignity in relation to your funeral plan on 31st March 2025. This payment was equivalent to approximately 29p in the pound. This means that for every £1 you’ve paid, Dignity has received approximately 29p.

The payments received have been allocated to the related plans. and we aim to issue refunds to any customers who have previously requested to cancel their Dignity funeral plan within the next 4-5 weeks.

Pride Planning and Prosperous Life

Dignity will submit a claim for the full amount that you have paid to your previous provider. This is part of the agreement with you and your previous provider.

It is likely that Dignity will only receive a small proportion of the payments you've made – this is no fault of yours or Dignity.

We do not have any control over the amount we will receive, or when we will receive it. The amount we receive will not be affected by your decision to join Dignity but, unfortunately, will be significantly less than you paid to your previous provider.

Safehands customers

When we set up your Dignity Funeral plan, it was offered to you at a discounted price. In 2023 we confirmed the balance of your new funeral plan by letter. You were asked to set up a payment method to pay the remainder of your balance and complete the setup of your plan.

Any payments you make towards your Dignity funeral plan will reduce your remaining balance until it is paid in full. Outside of paying towards your balance to reduce it, your balance cannot be changed.

Capital Life, Empathy, Pride Planning, Prosperous Life, Rest Assured and Silver Clouds customers

You were offered a new Dignity Funeral Plan at the same price as your previous provider. The payment information your previous provider gave us should have been shared with you either in your offer letter, at the point you accepted your offer, or shortly after.

After joining Dignity, we carefully reviewed these details and have reconciled the information we hold. This is to ensure that you pay no more to Dignity than you had agreed to pay to your previous provider, and to confirm the correct amount Dignity should attempt to claim from your previous provider in relation to your payments to them.

We have now finalised that figure and are no longer allowed to change it. This means that we cannot adjust the original payment information on your plan.

Any payments you have made to Dignity since transferring your plan will reduce the remaining balance on your Dignity funeral plan until it is paid in full. Otherwise, your funeral plan balance cannot be changed.

Yes – if you haven’t chosen a Funeral Director to carry out the plan, you should do that now. Under the terms and conditions of your plan, you must choose a Dignity Funeral Director. For support, and to get this added to your plan, call our team on 0800 033 4306.

If the plan is needed before a Dignity Funeral Director has been selected, we will allocate one to the plan for you.

To find out what’s included in your plan, see the Funeral Plan Summary which came with your Dignity Welcome Pack.

You can find a digital version of your Welcome Pack, and our T&Cs online.

A copy of your T&Cs can be found inside your Dignity Welcome Pack. If you don’t have your Welcome Pack, but you do know your Plan ID, order a new copy of your Welcome Pack online. Alternatively, request a copy of your T&Cs by contacting us directly.

If you haven’t received your Welcome Pack, please contact us:

• Email: planinfo@dignityfuneralplans.co.uk
• Phone: 0800 033 4306 - Lines are open Monday to Friday 9am to 6pm or Saturdays 9am until noon.

We have tried to match your plan with the previous provider as closely as possible. However, if we are unable to provide you with the same products or services, there may be some minor differences. In these cases, our aim was to provide you with a Dignity Funeral Plan which is of equivalent or higher value than your plan with your previous provider.

Please note, your Dignity Funeral Plan does not include any additional products, services or contributions that your previous provider agreed to, outside of what was included in the original plan you purchased.

To use the funeral plan, call the number on your plan documents (0800 652 6186). Our funerals team is here 24 hours a day, 365 days a year to support you.

You may be able to pay your new plan off quicker. Get in touch and we will talk you through it and see how we can support you.

• Email: planinfo@dignityfuneralplans.co.uk
• Phone: 0800 033 4306 - Lines are open Monday to Friday 9am to 6pm or Saturdays 9am until noon.

Dignity cannot remove any of the guaranteed products or services which are in your plan. Currently, you cannot add contributions or special wishes to your plan, however, we aim to make this option available in the future.

Yes. You can cancel your plan at any time without giving us a reason. There is no cancellation fee.

If you do cancel your Dignity Funeral Plan, you will be entitled to a refund under the terms and conditions of the plan. These state that any refund will be capped at the amount Dignity received from your previous provider (which, through no fault of yours or Dignity's, will unfortunately, be significantly less than you paid to your previous provider) plus a full refund of any money you have paid to Dignity directly.

When you request to cancel your plan, if we are due to receive payments from your previous provider and have not received them yet, we will issue a refund of everything we have received to date. Once we receive the rest of the money from your previous provider, we will issue a second refund of everything we receive in relation to your plan.