Our Customer Care
At the heart of everything we do is a simple commitment: to care for people with kindness, clarity and respect. We understand that planning a funeral is deeply personal. It often comes with difficult emotions, important decisions, and a desire for reassurance that everything will be handled exactly as it should be. That's why we place genuine care at the centre of our service - listening carefully, communicating openly, providing clear information and supporting every customer with compassion and understanding.
We work closely with a trusted network of independent funeral directors who share our values and our standards of care, to ensure that your personal wishes are carried out with the attention and respect they deserve.
Keeping you informed and listening to your experience
Once you’ve taken out a plan, we’ll send you a welcome pack with all the details for your reference, so you can feel confident everything is in place.
You may also be invited to take part in an optional customer satisfaction survey by phone. This helps us understand why you chose a plan and ensures you received the right information and support. We use what we learn to improve our service, support quality standards, and guide how we make decisions as a business.
If you choose to share your feedback and give consent for us to pass your views on to your funeral director, we’ll do so - without sharing your personal data. Any information you provide as part of the survey will be handled with care and will not be used for marketing purposes.
For more information about our pre-paid funeral plans, please call 0800 055 6503 or speak to your local funeral director.
Terms and conditions apply to all funeral plans.