How to Complain
Our customer care commitment
We aim to provide the highest possible standards of service at all times. We do however appreciate that from time to time things can go wrong. If we do not meet your expectations or you are dissatisfied with our services or products we want to hear from you.
We aim to ensure that:
Making a complaint is as easy as possible
We deal with your complaint promptly and in confidence
You receive a fair outcome
We learn from complaints and use the feedback to improve our service
How to make a complaint
You can make a complaint by the following methods:
In writing: Customer Complaints, Ready4Retirement, 2 Forbes Drive, Heathfield, Ayr, KA8 9FG
By e-mail: complaints@ready4retirement.uk
By telephone: 0800 644 6121
Lines are open 08.00-22.00 Monday to Friday and 09.00-13.00 on Saturday
We will
Acknowledge your complaint within 5 working days of receipt
Investigate your complaint and aim to provide a final response within 4 weeks but no later than 8 weeks from the date of receipt. If we are unable to resolve your complaint within 4 weeks we will provide you with a written update
What to do if you are not happy with the outcome
We want to resolve your complaint and provide you with a fair outcome. If we can’t reach an agreement you can refer your complaint to the appropriate regulatory or trade body.
Complaints relating to Funeral Plans
Funeral Planning Authority
Barham Court
Teston
Maidstone
Kent
ME18 5BZ
Telephone: 0845 601 9619
e-mail: info@funeralplanningauthority.co.uk
Website: www.funeralplanningauthority.co.uk
Complaints relating to Funeral Services
National Association of Funeral Directors
618 Warwick Road
Solihull
B91 1AA
Telephone: 0121 711 1343
e-mail: info@nafd.org.uk
Website: www.nafd.org.uk