FPA Complaint Form

Please also note that the FPA can only assist with complaints for pre-paid funeral plans purchased in the UK market, from one of our registered providers.  Unfortunately, we are unable to assist you if your complaint is in relation to an unregistered provider, or for plans bought outside of the UK market. 

If your complaint relates to Safe Hands Plans Limited then unfortunately at this time you need to contact the administrators of the firm who were appointed on 23 March 2022. Their contact details together with a series of questions and answers are available at www.safehandsplans.co.uk. Alternatively they can be contacted on 0800 640 9928. We are sorry we cannot be of further assistance at this time.

From the 31 May 2022, The Independent Conciliation Service (CEDR) will no longer be accepting new complaint cases for the Funeral Planning Authority. This is because the Financial Ombudsman Service (FOS) will be taking over as the body responsible for resolving escalated disputes on 29 July 2022.

Please note that from 31 May any complaint entering into the FPA complaints process will be prohibited from accessing the FOS at a later stage, instead they will be given the option to wait until July 29, this is because the FOS does not accept pre handled complaints.

If you have a complaint, you should approach your plan provider directly in the first instance. However, if you have done this and do not feel that your complaint has been resolved, please complete details of your complaint below, and provide specific consent for the FPA to use your personal information and to access information from your plan provider so that we can properly investigate your complaint.

Please note that you can withdraw this consent at any time. We will investigate with the plan provider involved and get in touch with you if we require any further information. We have updated our  Privacy Policy  in line with the new GDPR requirements.

If your complaint is about a funeral director rather than a funeral plan we suggest you contact one of the two main funeral director trade bodies – National Association of Funeral Directors (NAFD) or The National Society of Allied and Independent Funeral Directors (SAIF).

Do you give the FPA specific consent to use your personal information to conduct an investigation and for your plan provider to share with the FPA any of your information required to investigate your complaint *
Please confirm that your complaint is in relation to a UK funeral plan? *