About your Golden Charter customer statement
As a valued customer of Golden Charter, we want to remind you of your funeral plan and give you the opportunity to update us on any information that may have changed since we were last in touch.
You’ll receive a customer statement from us every three years, but contact us any time to update your details, ask questions about payment or discuss possible changes to your funeral plan.
Below is a list of frequently asked questions, dealing with the most common questions we’re asked about customer statements. If your question isn’t answered here, please get in touch.
What is a customer statement?
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.
Why have I received a customer statement?
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.
I pay for my plan by instalments or monthly payments. How much do I have left to pay?
If your plan isn’t fully paid, you can find out how much you still have to pay under ‘outstanding balance’.
Can I make changes to my plan?
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 email@example.com or by calling 0800 833 800. Our office is open from Monday to Friday, between 9am and 5pm.
Why are the extras included in my plan not shown on my statement?
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.
There’s a mistake in my personal details. How do I change them?
Please contact our customer service team by emailing firstname.lastname@example.org or calling 0800 833 800. Our office is open from Monday to Friday, between 9am and 5pm.
Can I stop receiving these statements in the future?
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.
Can I nominate someone else to receive this statement on my behalf?
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 email@example.com or calling 0800 833 800. Our office is open from Monday to Friday, between 9am and 5pm.
When will I receive my next statement?
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 firstname.lastname@example.org or call 0800 833 800. Our office is open from Monday to Friday, between 9am and 5pm.
Can you send my customer statement by email instead of post?
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.
How do I request a duplicate statement?
You can request a duplicate statement by emailing us at email@example.com or calling 0800 833 800. Our office is open from Monday to Friday, between 9am and 5pm.