Golden Leaves promise to deal with any complaints quickly and professionally.

Complaints Procedure

Guide to Making a Complaint

At Golden Leaves we aim to provide great products and excellent service to our customers. However, we know that sometimes things can go wrong and that you may have cause to complain. If you have a complaint, then please let us know as soon as possible.

We will do our very best to resolve your complaint as soon as you get in touch with us:

By telephone [freephone]: 0800 85 44 48  (Monday to Friday 9.00am to 5.30pm excluding Bank Holidays) and ask for Customer Service Department

By email:

By post:

Golden Leaves
16th Floor, No.1 Croydon
12-16 Addiscombe Road

Information we need from you:

To assist us in understanding the nature of your complaint it would be helpful if you can provide us with the following information:

  • Name & account details
  • Details regarding your concern or complaint
  • What you would like us to do to put it right
  • Any relevant documents to support your complaint

Investigating your complaint:

We aim to resolve your complaint within 3 business days following the receipt of your complaint. Once a resolution has been reached, we will confirm details in writing to you in a Summary Resolution Communication letter.

However, there may be occasions when it will take longer to investigate and respond to your complaint. If this happens, we will send you an acknowledgement within 5 business days. This acknowledgement will include the name and contact details of the person handling your complaint and a copy of complaints handling procedure.

We aim to send you a final response within 8 weeks of your original complaint.  In the unlikely event that we have been unable to resolve your claim by 8 weeks, we will we will write to you to advise the reason why and when we expect to resolve it.

The Funeral Planning Authority (FPA)

We want to resolve complaints to your satisfaction whenever possible. If we can’t reach agreement with you, you can refer your complaint to the Funeral Planning Authority. Please note the Funeral Planning Authority deal with complaints pertaining to funeral plans only and not for example, funeral directors themselves.

The FPA contact details are:

By telephone: 0345 601 9619 (Calls are inclusive in allowances from landlines and mobiles or otherwise charged at geographic rate).

By email:

By Post:

Funeral Planning Authority
Barham Court
ME18 5BZ

Visit their website: https:


This policy is approved by the Managing Director – Barry Floyd

Date: October 2021