I went online to purchase two Direct Cremation Plans, one for myself and one for my wife, simple you might think!

Both plans were paid for and we got written confirmation that both plans were agreed and appropriate paperwork would follow. So far so good.

Paperwork for one plan came through but not the other, this is where the problems started.

Cutting a very long and frustrating story short, we contacted customer services and were asked to provide detailed information in order that they could resolve the issue. This was promptly provided under a query reference number. When no response was received I contacted again and was asked to provide exactly the same information but under a different reference number. This process was repeated several times but they were unable to find trace of the missing plan despite confirming it was approved!

This went on for months and we eventually asked for a refund on the missing plan but even that was not straight forward. We have now gone elsewhere for the same product, the purchase of which went without any problem.