Ensuring all customers are treated fairly

Avalon Funeral Plans are committed to treating everyone with respect. Our teams are expected to maintain high standards of professionalism and to ensure that we provide the kind of service you expect. We welcome your feedback, both when we get it right and when we don’t. If at any time you are not happy with the service that we have provided, please contact us.

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.

How to contact us:

UK

Avalon Funeral Plans Brooke Court Lower Meadow Road Handforth Dean Wilmslow Cheshire SK9 3ND
Email: compliance@avalon-trustee.co.uk Phone: 0161 486 2020

EUROPE

Avalon Europe Calle Albatera 1 – 68 La Finca 03169 Algorfa Alicante Spain
Email: customerservices@avalonsl.es Phone: (0034) 965 021 640

Contact us

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Why choose Avalon

Peace of mind with the Avalon Promise

For extra peace of mind, if you pass away before your plan is fully paid, Avalon can still provide all the services outlined in your plan. We’re the only provider that works with local independent Funeral Directors to offer this security.

The UK’s most trusted funeral plan provider

We have over 1,700 reviews on Trustpilot and are rated 'Excellent' by our customers. For over 25 years we’ve helped over 70,000 people feel reassured their funeral is planned and paid for.

Safe and secure

Your money is kept in an independent Trust and we are regulated by the Funeral Planning Authority.

Local Funeral Directors

We work with over 1,800 local, independent Funeral Directors – that’s more than the Co-op (1,079) or Dignity (1,200) which means you can feel reassured you and your family will have support close by.