Memoria Funeral Plans Limited is authorised and regulated by the Financial Conduct Authority (FCA) under Firm Reference Number 9652870.
The purpose of this Complaint Handling Procedure is to set out how we will deal with all customer complaints.
It is our policy to deal with all customer complaints in the same manner according to this policy.
1. Complaint Contact Details
Name: Memoria Funeral Plans Limited, trading as Memoria Funerals and Memoria Direct Cremation
Telephone: 0800 007 3921
Address: The Pool House, Bicester Road, Stratton Audley, OX27 9BS
E-mail: complaints@memoriadirectcremation.co.uk
2. Definition of a complaint
We have adopted the FCA definition of a complaint and will apply this to all complaints made, irrespective of whether the product or service that you are complaining about is regulated by the FCA.
That definition of a compliant used will be as follows:
‘Any oral or written expression of dissatisfaction from or on behalf of a client, whether justified or not, which includes an actual or potential financial loss, material distress or material inconvenience.’
3. Our Procedure
Complaints resolved within three business days
We strongly believe that any customer expression of dissatisfaction or complaint (a complaint) should be dealt with as quickly as possible. We aim to resolve your complaint before the close of business on the third working day following receipt.
Where we can satisfactorily resolve your complaint by close of business on the third day following receipt, we will send you a written “Summary Resolution Communication’ setting out the detail of your complaint, the steps we took put matters right and that we consider the complaint to be resolved.
Where your complaint is about a product regulated by the FCA we will also inform you about your option to either refer your complaint back to us for further consideration or alternatively, refer your complaint to the Financial Ombudsman Service.
When writing to you we may also use other methods to communicate information to you. For example, by email. We may do this where:
Complaints not resolved within three business days
If we are unable to resolve your complaint by the close of business on the third business day, the complaint will be referred to our internal Compliance Team who will send you a written acknowledgement confirming that your complaint has been received and the name of the person who will be dealing with this.
The Compliance Team will ensure that you are kept informed of progress and the activity being undertaken to resolve your complaint. This will include writing to you after four weeks with an update if a decision on the complaint has not been reached within that time.
Once your complaint has been fully investigated, the Compliance Team will issue a final response to you. We will do this as soon as possible, but within eight weeks.
Once we have issued our final response letter to you, we will consider the complaint to be closed.
Where your compliant is about a product regulated by the FCA we will further explain:
Complaints about products or services not regulated by the FCA are outside the jurisdiction of the Financial Ombudsman Service.
4. Complaint Forwarding
If we have reasonable grounds to believe that your complaint involves another firm who may be solely or jointly responsible for the matter you are complaining about, we will forward your complaint promptly to that other Firm and then explain this to you in our Final Response letter. We will also provide you with the other Firm’s contact details.
Financial Ombudsman Service Contact Details:
The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Tel: 0800 023 4567 or 020 7964 0500 if calling from abroad
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Fill in your details below, and one of our expert teams will be in touch.
Our experienced team is available to answer your questions and support you, whether you need immediate assistance or are planning ahead.
