Customer Statement FAQs

Your customer statement is a summary of the funeral plan that you hold with Golden Charter. It provides an overview of what’s included in your plan. For full details of your funeral plan arrangements, please see the plan documents we sent you when you took out your plan.

We’re authorised and regulated by the Financial Conduct Authority (‘the FCA’). As a funeral plan provider, we’re required to send you a statement summarising the details of your funeral plan every three years. This provides you with the opportunity to review your plan details and get in touch if you need to update any information or ask questions about your plan.

If your plan isn’t fully paid, you can find out how much you still have to pay under ‘outstanding balance’.

The changes you can make depend on your funeral plan payment method. You can discuss your options for making changes to your plan by contacting our customer service team at contact@goldencharter.co.uk or by calling 0800 833 800. Our office is open from Monday to Friday, between 9am and 5pm.

Your statement includes a summary of the main services included in your plan. Full details of the funeral director services included in your plan and third party costs are detailed on the plan documents you received when you took out your plan, or the updated plan documents you received if you have since made changes to your plan.

Please contact our customer service team by emailing contact@goldencharter.co.uk or calling 0800 833 800. Our office is open from Monday to Friday, between 9am and 5pm.

Unfortunately we aren’t able to stop sending these statements to you. As we’re authorised and regulated by the Financial Conduct Authority, we’re required to send all customers a statement every three years. The statement is designed to remind you about what’s included in your plan and give you the opportunity to check that your details are correct and up to date.

If you have appointed a representative for your plan, we’ll send all correspondence to them, including plan statements. You can add a representative at any time by emailing contact@goldencharter.co.uk or calling 0800 833 800. Our office is open from Monday to Friday, between 9am and 5pm.

You’ll receive your statement every three years, but you can contact us anytime to update your information or discuss any aspect of your funeral plan. Email us at contact@goldencharter.co.uk or call 0800 833 800. Our office is open from Monday to Friday, between 9am and 5pm.

Currently all statements are issued via post. We’re aware that some customers may prefer to receive their statements by email, so this is something we’ll look to consider going forward.

You can request a duplicate statement by emailing us at contact@goldencharter.co.uk or calling 0800 833 800. Our office is open from Monday to Friday, between 9am and 5pm.