How to complain and how we will respond
Choice Funeral Plans from Funeral Partners are offered by the Alternative Planning Company Limited (“APCL”). APCL is authorised and regulated by the Financial Conduct Authority (“FCA”) in the United Kingdom to sell and administer funeral plans, with firm reference number 965282.
We are required to have in place effective and transparent procedures for the reasonable and prompt handling of complaints in relation to the regulated activity we provide.
This page sets out our complaints handling procedures that we will follow in the event that you make a complaint.
Can you complain to us?
We can address your complaint about our Funeral Plan in the following circumstances:
- If you have enquired about, purchased or attempted to purchase a Funeral Plan from us, or if this person has asked you to complain on their behalf
- If you are the ‘nominated representative’ of someone who has purchased a Funeral Plan from us
- If you are the ‘personal representative’ of someone who has bought a Funeral Plan from us, but the person who has bought the plan, is now deceased
- If you are the ‘personal representative’ of someone who is covered by one of our Funeral Plans
If you are in any doubt about your eligibility to complain to us, please speak to us so that we can help. We will work with you to understand your specific circumstances and give you guidance.
We aim to provide the highest standards of service at all times, but we recognise that things can and do go wrong, and that you may wish to complain about our services. We will work together with you in order to seek a quick and satisfactory conclusion to your complaint.
How can you make a complaint?
You can make a complaint by the following means: in person, over the telephone, by email or by post.
If you bought a funeral plan from one of our Funeral Partners funeral homes, you are able to make a complaint at the funeral home
Choice Office – tel: 01803 298243.
Alternatively, you can contact the funeral home where you bought the plan
Choice Funeral Plans
46 The Terrace