How do I make a complaint?
If you want to make a complaint, please contact us by phone, email or post.
Phone: 0800 033 77 37
Email: complaints@purecremation.co.uk
Post: Pure Cremation Funeral Planning Limited, Complaints Department, Eagle House, Joule Road, Andover, Hampshire SP10 3UX.
If you’re not happy with our response to your complaint, you can ask the Financial Ombudsman Service to look into it. This is a free, independent and impartial service that helps resolve disputes.
Although you can refer your complaint to the Financial Ombudsman Service at any time, they'll ask for our permission to investigate complaints where:
- you haven't complained to us first, to give us the chance to put things right; or
- you have complained to us, but we haven’t given you our final response yet and we’re still within our timescales.
How we manage your complaint
We will send you a prompt written acknowledgement or a summary resolution communication (if the complaint can be resolved within 3 business days). We’ll also let you know about the Financial Ombudsman Service at this time.
For more complex complaints, we’ll send you our final response as soon as we’ve completed our investigation and no later than within 56 days. We’ll also keep you informed in writing along the way so you’ll know when to expect to hear from us.
If we haven’t been able to finalise our investigation by 56 days we’ll send you a letter letting you know and what steps you can take. These will include letting you know you can go to the Financial Ombudsman Service if you’d prefer not to wait until we’ve finalised our investigation. The contact details for the Financial Ombudsman Service are below.
Web: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 023 45 67 (free from UK landlines and mobiles)
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR.
You can contact us in the following ways for plan sales, lost plan documents, plan enquiries and general enquiries. We will send you a plan statement every 3 years to keep you updated on your plan.
Phone: 0800 033 77 37
Email: planningahead@ purecremation.co.uk
Post: Pure Cremation Funeral Planning Limited, Eagle House, Joule Road, Andover, Hampshire SP10 3UX.
The funeral plan contract is between you and Pure Cremation Funeral Planning Limited (registered in England and Wales, company number 09906976)
Our Registered office is at: Charlton Park Crematorium, Charlton Down, Andover, England, SP11 0TA
Our VAT registration number is GB273 6544 83
