Guides › Insurance Claims and Complaints › Funeral Plan Problems
Funeral Plan Problems
Since 29 July 2022, pre-paid funeral plans have been regulated by the FCA. You can complain to the Financial Ombudsman Service, and customers of authorised providers are protected by the Financial Services Compensation Scheme if the provider fails. Cold calling and commission to funeral directors are banned.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Your Protections
Regulation
From 29 July 2022 the FCA regulates pre-paid funeral plans. Consumers can complain to the Financial Ombudsman Service. Customers of authorised providers have their money protected by the FSCS if the provider fails. The rules ban cold calling and commission payments to intermediaries such as funeral directors. Only buy from authorised providers or appointed representatives (check the FS Register). source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksInsurer's time to give a final response to a complaint8 weeks for most complaints
- 6 monthsRefer a complaint to the Financial Ombudsman ServiceWithin 6 months of the date on the insurer's final response
Steps to Take
Step 1 of 5
Check your provider on the FCA's FS Register.
Step 2 of 5
Complain to the provider in writing. We do not take insurance or banking complaints as cases, but our free letter templates can help you write to the firm.
Step 3 of 5
If it has failed, check the FSCS.
Step 4 of 5
Report cold calls about funeral plans to the FCA.
Step 5 of 5
After 8 weeks, go to the Financial Ombudsman Service.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Insurer's Complaints Team
Always start here, in writing.
Financial Ombudsman Service
After 8 weeks with no final response, or if you are unhappy with it. Refer within 6 months of the final response.
Report Concerns to the FCA
The FCA does not resolve individual complaints, but it uses reports about firms to act on conduct.
Good to Know
Small things that make your complaint stronger.
Keep your plan documents somewhere your family can find them.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- fca.org.uk/news/press-releases/fca-regulation-boosts-consumer-protection-funeral-plans-market Checked 13 October 2026
- financial-ombudsman.org.uk/consumers/complaints-can-help/expect/time-limits Checked 12 October 2026
- handbook.fca.org.uk/handbook/icobs8 Checked 12 October 2026