Test Funeral Plans - Communications sent to deceased person
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- Funeral plan providers and funeral directors should always act in a courteous and respectful manner.
- Funerals are a very traumatic time for many people. Funeral plan providers and directors should do everything they can to make things easier for you.
- If an organisation is mistakenly sending communications to the deceased person, you can get in touch with your plan provider via Resolver.
- The funeral plan provider or director should work to resolve the matter as soon as possible.
How long should I wait for a response?
You should generally expect a response within 7 working days of a funeral plan provider receiving your complaint. If you don’t receive a response within this timeframe, send a follow-up message via Resolver!
How can I take things further?
Not all funeral plan providers are regulated! Double-check that your funeral plan provider is signed up to the Funeral Planning Authority (FPA).
If your funeral plan provider is FPA registered, you can escalate your case to the FPA who will try and help you resolve your complaint. The FPA also has an independent conciliation and arbitration service if your complaint cannot be resolved.
The Funeral Planning Authority (FPA)
The funeral plan market is served by the Funeral Planning Authority (FPA). The FPA is an opt-in organisation that regulates the funeral planning providers who sign up to its service with a stringent code of conduct.
Generally speaking, you should always check to see that your funeral plan provider is an FPA approved business.
You should expect FPA-registered organisations to stick to their code of conduct – and if they don’t, you can take the matter to the FPA.
Unfortunately, companies who haven’t signed up to the FPA are unregulated. This is an issue that has been recognised by the industry – and as of 2019 HMT have proposed that funeral plans should be regulated by the Financial Conduct Authority (FCA) or other statutory regulator, subsequent to a consultation.
Resolver’s rights guides are largely drawn from the FPA’s code of conduct. We believe the code sets a minimum level of expectation that all funeral plan providers and funeral directors should aim to live up to. Be aware that you won't be able to escalate your case to the FPA if your funeral plan provider isn’t registered with them. Be warned that organisations who aren’t FPA registered might not live up to expectations and aren’t bound to any particular code of conduct!
We highly recommend that you check that your plan provider or director is FPA registered before buying a plan.
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