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01204 951066
We are committed to providing a service of the highest quality and we take any complaint seriously. If at any time you would like to discuss how our service to you could be improved, or if you are dissatisfied with the service you are receiving, we hope that you will bring your concern to our attention.
We will investigate any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm's pre-paid funeral plan product and the associated service provided.
If you wish to register a complaint, please contact us:
Post: Customer Relations Department, Crystal Cremations Ltd, The Old Mill House, Deakins Business Park, Egerton, Bolton, BL7 9RP.
Telephone: 0800 254 5030
Email: info@crystalcremations.co.uk
Where we cannot immediately resolve an issue to your satisfaction it becomes a complaint which we will do all we can to resolve within 3 business days. If we are able to do this, we will write to you to tell you what we have done to resolve the problem, or, if we are unable to resolve your complaint within 3 business days we will acknowledge your complaint and let you know when you can expect a full response.
We will:
You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks. The timescale can be dependent on the complexity of the case.
We will establish the nature and basis of your complaint through detailed investigation of the issues, allowing us to:
It is our policy to treat all complainants the same, however, eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to.
The Financial Conduct Authority complaints rules apply to complaints:
If you are not an eligible complainant we will make this clear when acknowledging your complaint.
Complaints settled to your satisfaction within 3 business days can be recorded and communicated differently. Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a ‘Summary Resolution Communication’, being a written communication from us which:
1. If unresolved at 4 weeks:
We will provide an update to you on the progress of your complaint.
2. If unresolved at 8 weeks:
We will inform you of the right to escalate to Financial Ombudsman Service.
3. If resolved by 8 weeks:
We will provide you with our final response
This will set out clearly our decision and the reasons for it. If any compensation is offered then a clear basis of the calculation will be shown. We consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.
If we do not respond to you within 8 weeks from the date you first raised your complaint or if you remain dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review.
The Ombudsman will only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first and we will do all we can to help. You have to register a complaint with the Ombudsman within six months of receipt of our final response.
You can write to the Financial Ombudsman Service at: Exchange Tower, London E14 9SR.
Tel: 0800 023 4567 (free for most people ringing from a fixed line) or0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad).