How to Make a Complaint
Funeral Plan Complaints Procedure
You can be sure that we have your best interests at heart, but we don’t always get things right.
We are committed to providing the highest level of customer care and hope you will never need to make a complaint. However, if you experience a problem, we will try to get this resolved as quickly as possible. If you wish to raise a concern, please bring this to the attention of any team member.
If you have a complaint:
If you feel that we have fallen short of your expectations in any way, we’d like to know so we can put things right for you.
Ways to Complain:
- By telephone on 0800 121 8090
- By email at: complaints@fostersfuneraldirectors.com
- By post: Customer Service Department, Fosters Funeral Directors, 240 Glasgow Road, Rutherglen, Glasgow, G73 1UZ, for the attention of The Complaints Manager.
We will do all we can to resolve your complaint by the end of the next working day. If we can’t do this, we will acknowledge your complaint in writing within three working days, investigate it, and endeavour to send you a final response within 8 weeks of receipt unless we can resolve it sooner.
Feel free to contact us at any time if you wish to discuss progress or any other matter relating to the complaint.
If we haven’t issued our response within eight weeks from the date you first raised it with us, or if you are dissatisfied with our response, you can ask the Financial Ombudsman Service for a review. The Financial Ombudsman Service will only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first
Taking Your Funeral Plan Complaint Further
- Financial Ombudsman Service
The Financial Ombudsman Service (FOS) is a service set up by Parliament to resolve complaints between financial businesses (including funeral plan businesses) and their customers.
You must meet the FOS eligibility criteria to refer a complaint to the FOS. The FOS will consider complaints from:
- A private individual.
- A micro-enterprise with a group annual turnover and balance sheet of up to €2 million and fewer than ten staff.
- A small business with an annual group turnover of up to £6.5 million and fewer than 50 staff or a balance sheet total of less than £5 million.
- A guarantor that has provided a guarantee or security in respect of an obligation of a micro-enterprise or small business.
- A charity with an annual income of less than £6.5 million.
- A trustee of a trust which has a net asset value of less than £5 million.
If you have a complaint and we haven’t issued our response within eight weeks from the date you first raised your complaint, or if you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review. The Financial Ombudsman Service 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’ll do all we can to help.
Further information on the Financial Ombudsman Service, including more detailed guidance on those who are eligible to complain, can be found on their website www.financial-ombudsman.org.uk or by telephoning 0800 023 4567
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
Testimonials
I’d like to say all of the staff we dealt with very professional, friendly and helpful.
A special thanks to Hayley from Fosters West Mains Road office in Edinburgh. I have already contacted this office personally to praise Hayley’s customer service.
You all made such a difficult experience that wee bit easier by going above and beyond for my mum. On behalf of myself and my family thank you xxx
Can’t thank Angela, at Stirling, enough, for all the help she gave me. Thank you again, Angela
I’d like to thank Carole for her care and attention to detail
Caroline could not have been more compassionate during what was a tough time. She has the right words and made me feel so comfortable. I’m very grateful for her help through this traumatic time.
A special mention to Fiona in the Greenock branch for going over and beyond in helping the family and daily correspondence to help us in our time of grief – it was beyond compassionate.
Lynn was excellent throughout. Thank you.
Dear Angela and team, many thanks for the help, advice and assistance. You all made this difficult time so much easier to deal with. Thank you for the patience and for the additional touches on the day. Awesome team, thanks again.
Thank you for your professional and sensitive approach.
“Woodside were absolutely brilliant with me and my family when organising my Dad’s funeral. May was very kind and took care of everything for us.”
Caroline was very helpful but I should also commend the personal approach of all the people involved
“Thank you to Claire for the dignity, care and compassion you showed to my mum and my family. Her funeral was beautiful and I know she’d be happy with the send off she received.”
Claire in your Bellshill branch was amazing! Nothing was too much for her and when she was with us, we were the only people that mattered to her, this is exactly what we needed. Claire helped us with songs and flowers, she had empathy in abundance.
The professional and kindness service given to our family by Angela and staff has been outstanding
Sharon, you made everything so easy. Your contact with us was really appreciated throughout.
I wish I had used fosters for my mums funeral prior.
All the staff in Fosters Glasgow Road were amazing. Thank you all.
Excellent & extremely friendly service from Elaine Edinburgh branch, would rate her highly
Hayley, thank you so much for all the care attention you showed our family at this difficult time. Can I also say that all of your staff were kind, courteous and very patient on the day of mum’s funeral. Everyone was very professional and caring.
To all the staff I would like to say a massive thank you for all your help and assistance.
Thank you Angela (Stirling) for your compassion and understanding.
Caroline was fantastic & I would highly recommend when going through such an emotional time.
“We have been touched by the kindness shown by the Woodside team.”
Sandra was absolutely amazing went above and beyond to help me.
All members of staff were exceptional. Were very personal and friendly with amazing support.
Sarah from Rutherglen [parlour] was very helpful from start to finish. Thank you very much.
Alison was brilliant…the service that John and Carole from the Kilmarnock gave was exemplary and nothing was a bother to them.
“They helped us through a very difficult time and made a sad day much easier to bear. Thanks especially to May for her thoughtfulness.”
A heartfelt thank you to Caroline Kinloch at Burnside for her caring and understanding approach. She went over and above to make our Mum’s funeral special.
Fiona is outstanding so professional and compassionate. She really is one of life’s Angels who could not do enough to help. She went over and above for us.
Special mention to Jim Jarvie. The time and care taken with the family was very much appreciated. You made a terrible situation a little easier, Thank You.
Special thanks to Marie at Leith Branch for her empathy and attention to detail.
A big thank you to Lynne for everything she did for us to arrange our Dads funeral. She is such a compassionate person, a credit to Fosters.
I am very pleased with the staff, they were so nice and made the funeral arrangements stress free
and always kept in touch.
On the day of the funeral, everything went smoothly.
Thank you for everything you did!
Jackie from Rutherglen [parlour] was amazing – supportive, approachable, with a wonderful warm manner, and very efficient.
Angela took care of everything and has been a great support to our family through this hard time. She is professional, kind and holistic in her approach and she helped us to give our Michael an amazing send off.
If I could award more stars I would. Fosters Cumbernauld has been absolutely fantastic, and I would like to specifically mention Yvonne who was an amazing help and support to us throughout everything. Such a difficult time and with the current pandemic only making it harder, you were wonderful. Yvonne is a total credit to Fosters and I wouldn’t hesitate to recommend and use them again in the future.
You made a difficult time so very much easier with your kindness and attention to detail.
Caroline Tummon provides an excellent service to all customers. She is supportive, knowledgeable and makes you feel comfortable during a families difficult time.
Extremely empathetic and showed real care to make what was a hugely difficult time for my family a lot easier. Tony was very willing to go above and beyond, he personally delivered my dads ashes to our family home. We cannot thank Tony enough.
Elaine from the West Mains Branch in Edinburgh was outstanding in every way, she explained everything fully, was understanding, empathetic, she made the whole process much easier for me and I sincerely cannot thank her enough.
Fiona was just more than words could ever say. She did too much for our family and was so professional. Tony and the team were incredible from start to finish.Fiona was just more than words could ever say. She did too much for our family and was so professional. Tony and the team were incredible from start to finish.
Jackie was so helpful and caring. We really appreciate all the support she and the rest of the staff gave us. THANK YOU!!
Special thanks to Craig at West Mains Branch who went over and above to ensure everything went smoothly on the day of the funeral.
Claire was fantastic. Patient, caring and really made us feel supported during a difficult time and process.
I received excellent customer support – thank you so much! It was just amazing and totally professional.
I felt that you would do all that you could to help and that we mattered to you.
You were so good to our family and I would definitely recommend the funeral parlour to anyone. Thanks again.
All of the staff were brilliant.
During this time you have been a tower of strength for my family & always at hand for anything we needed. I would have been lost without your support. Thank you.
Fiona was just more than words could ever say. She did too much for our family and was so professional. Tony and the team were incredible from start to finish.
Elaine .. you really are amazing at what you do and I would recommend your services to family & friends in the future, thank you so so much, I know Mum would have been proud of the small intimate service we had for her xxxxx
Special thanks to Tony from Greenock office. Outstanding service during the UK lockdown crisis. Absolutely fantastic help to me and my father.
Tony, thank you for your help and you’re caring attitude, it made everything easier to deal with.
To Jackie, thank you for making such a difficult time easier by being so understanding and helpful, couldn’t have asked for a nicer person.
Testimonials
Sharon, you made everything so easy. Your contact with us was really appreciated throughout.
I wish I had used fosters for my mums funeral prior.
Special thanks to Marie at Leith Branch for her empathy and attention to detail.
Fiona is outstanding so professional and compassionate. She really is one of life’s Angels who could not do enough to help. She went over and above for us.
Alison was brilliant…the service that John and Carole from the Kilmarnock gave was exemplary and nothing was a bother to them.
Dear Angela and team, many thanks for the help, advice and assistance. You all made this difficult time so much easier to deal with. Thank you for the patience and for the additional touches on the day. Awesome team, thanks again.
Thank you for your professional and sensitive approach.
A special mention to Fiona in the Greenock branch for going over and beyond in helping the family and daily correspondence to help us in our time of grief – it was beyond compassionate.
To all the staff I would like to say a massive thank you for all your help and assistance.
Sarah from Rutherglen [parlour] was very helpful from start to finish. Thank you very much.
Can’t thank Angela, at Stirling, enough, for all the help she gave me. Thank you again, Angela
Claire in your Bellshill branch was amazing! Nothing was too much for her and when she was with us, we were the only people that mattered to her, this is exactly what we needed. Claire helped us with songs and flowers, she had empathy in abundance.
Tony, thank you for your help and you’re caring attitude, it made everything easier to deal with.
If I could award more stars I would. Fosters Cumbernauld has been absolutely fantastic, and I would like to specifically mention Yvonne who was an amazing help and support to us throughout everything. Such a difficult time and with the current pandemic only making it harder, you were wonderful. Yvonne is a total credit to Fosters and I wouldn’t hesitate to recommend and use them again in the future.
Extremely empathetic and showed real care to make what was a hugely difficult time for my family a lot easier. Tony was very willing to go above and beyond, he personally delivered my dads ashes to our family home. We cannot thank Tony enough.
Fiona was just more than words could ever say. She did too much for our family and was so professional. Tony and the team were incredible from start to finish.Fiona was just more than words could ever say. She did too much for our family and was so professional. Tony and the team were incredible from start to finish.
Elaine .. you really are amazing at what you do and I would recommend your services to family & friends in the future, thank you so so much, I know Mum would have been proud of the small intimate service we had for her xxxxx
“We have been touched by the kindness shown by the Woodside team.”
Special thanks to Craig at West Mains Branch who went over and above to ensure everything went smoothly on the day of the funeral.
All members of staff were exceptional. Were very personal and friendly with amazing support.
Thank you for everything you did!
A big thank you to Lynne for everything she did for us to arrange our Dads funeral. She is such a compassionate person, a credit to Fosters.
I received excellent customer support – thank you so much! It was just amazing and totally professional.
Claire was fantastic. Patient, caring and really made us feel supported during a difficult time and process.
Excellent & extremely friendly service from Elaine Edinburgh branch, would rate her highly
During this time you have been a tower of strength for my family & always at hand for anything we needed. I would have been lost without your support. Thank you.
Elaine from the West Mains Branch in Edinburgh was outstanding in every way, she explained everything fully, was understanding, empathetic, she made the whole process much easier for me and I sincerely cannot thank her enough.
I’d like to thank Carole for her care and attention to detail
Fiona was just more than words could ever say. She did too much for our family and was so professional. Tony and the team were incredible from start to finish.
I am very pleased with the staff, they were so nice and made the funeral arrangements stress free
and always kept in touch.
On the day of the funeral, everything went smoothly.
Special thanks to Tony from Greenock office. Outstanding service during the UK lockdown crisis. Absolutely fantastic help to me and my father.
The professional and kindness service given to our family by Angela and staff has been outstanding
You made a difficult time so very much easier with your kindness and attention to detail.
Angela took care of everything and has been a great support to our family through this hard time. She is professional, kind and holistic in her approach and she helped us to give our Michael an amazing send off.
You all made such a difficult experience that wee bit easier by going above and beyond for my mum. On behalf of myself and my family thank you xxx
“Thank you to Claire for the dignity, care and compassion you showed to my mum and my family. Her funeral was beautiful and I know she’d be happy with the send off she received.”
Caroline Tummon provides an excellent service to all customers. She is supportive, knowledgeable and makes you feel comfortable during a families difficult time.
Caroline could not have been more compassionate during what was a tough time. She has the right words and made me feel so comfortable. I’m very grateful for her help through this traumatic time.
Hayley, thank you so much for all the care attention you showed our family at this difficult time. Can I also say that all of your staff were kind, courteous and very patient on the day of mum’s funeral. Everyone was very professional and caring.
A special thanks to Hayley from Fosters West Mains Road office in Edinburgh. I have already contacted this office personally to praise Hayley’s customer service.
Lynn was excellent throughout. Thank you.
I’d like to say all of the staff we dealt with very professional, friendly and helpful.
“They helped us through a very difficult time and made a sad day much easier to bear. Thanks especially to May for her thoughtfulness.”
You were so good to our family and I would definitely recommend the funeral parlour to anyone. Thanks again.
A heartfelt thank you to Caroline Kinloch at Burnside for her caring and understanding approach. She went over and above to make our Mum’s funeral special.
Thank you Angela (Stirling) for your compassion and understanding.
Jackie from Rutherglen [parlour] was amazing – supportive, approachable, with a wonderful warm manner, and very efficient.
Jackie was so helpful and caring. We really appreciate all the support she and the rest of the staff gave us. THANK YOU!!
Sandra was absolutely amazing went above and beyond to help me.
I felt that you would do all that you could to help and that we mattered to you.
To Jackie, thank you for making such a difficult time easier by being so understanding and helpful, couldn’t have asked for a nicer person.
“Woodside were absolutely brilliant with me and my family when organising my Dad’s funeral. May was very kind and took care of everything for us.”
Caroline was fantastic & I would highly recommend when going through such an emotional time.
Caroline was very helpful but I should also commend the personal approach of all the people involved
Special mention to Jim Jarvie. The time and care taken with the family was very much appreciated. You made a terrible situation a little easier, Thank You.
All of the staff were brilliant.
All the staff in Fosters Glasgow Road were amazing. Thank you all.
