Complaints procedure

Submitting a complaint

You can make a complaint in writing, by email, by telephone or in any other form in respect of the funeral planning service that One Life Funeral Planning Ltd (the Firm) have provided. If you are making a complaint, please use the following contact details:

Telephone: 0333 339 9399

Address:

One Life Funeral Planning Ltd

Belgrave House

47 Bank Street

Sheffield

S14 1SZ

Email: info@onelifefuneralplanning.co.uk

We strive to ensure that there should be no time that you should have any cause for complaint in relation to the service we provide to you. In the unlikely event that you wish to raise a complaint or have any other concerns with regard to any service we have provided, you may submit a formal complaint. This procedure sets out the process which should be followed.

We will always attempt to resolve your complaint as quickly as possible. We will aim to do this by close of business on the third working day following receipt of your complaint at the latest. If we are able to agree a resolution with you within this time frame, we will write to you by letter or email, to confirm this and explain your next steps.

Acknowledgement

There may be occasions when we need more time to resolve your complaint. If this is the case, we will send you a written or electronic acknowledgement of your complaint within the three business days, which outlines our understanding of your complaint points and identifies the individual handling your complaint.

Wherever possible, that person will not have been directly involved in the matter, which is the subject of the complaint, and will have authority to settle the complaint.

Complaints investigation

We will endeavour to issue a final written response to the complaint within eight weeks of initial receipt.

The Firm’s ‘final response’, being a written response from the respondent which:

(a) accepts the complaint and, where appropriate, offers redress or remedial action (Appropriate redress will not always involve financial redress).; or

(b) offers redress or remedial action without accepting the complaint; or

(c) rejects the complaint and gives reasons for doing so.

If in the unlikely event that you are not satisfied with our final response then you may refer your complaint to Citizens Advice or your local Trading Standards by letter, email, or telephone.

If a complaint is not resolved after eight weeks, we will explain why we are not in a position to make a final response and indicate when we expect to be able to provide one.

Helpful contact details are:

Citizens Advice
Consumer Helpline: 0808 223 1133
Website: https://www.citizensadvice.org.uk/consumer/

Find your local Trading Standard Office

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