Making a Complaint
You can make a complaint by either writing or speaking to us and you will find our contact details below.
Please state your concerns and how you would like us to resolve the issue. It will help us if you can provide any reference or plan numbers, relevant dates and the names of anyone you may have spoken to in respect of your concern.
We will acknowledge receipt of your complaint within 7 business days and aim to resolve your complaint within 30 days of receipt whenever this is reasonably possible.
We will investigate your complaint and send you a reply confirming our findings. We’ll clearly explain the reasons behind our decision and what action we’ll take to put things right, if appropriate.
If you live in the UK and your complaint has not been resolved to your satisfaction, then contact should be made with the Funeral Planning Authority of which Avalon Trustee Company Limited is a registered provider www.funeralplanningauthority.com, Tel. 0845 601 9619. The Authority provides an independent conciliation and arbitration service through The Chartered Institute of Arbitrators. Plan Providers are bound by an arbitrator’s decision, subject to the right of the Plan Provider or the customer to seek a review of the decision.