I’d been disappointed that Golden Charter hadn’t informed us that the payments for our plan were now complete. The lady I spoke to agreed to send closing statements
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Veja o que dizem as avaliações
I bought a funeral plan some years ago before unattended plans were a thing. I decided that I would prefer this simpler option and was delighted that Golden Charter were able to change my plan. T... Ver mais
A empresa respondeu
After a disappointing situation with another provider, we chose to go with Golden Charter for our final journey on God's Earth. One big advantage is the plan can move with us if required. Another is... Ver mais
A empresa respondeu
Karen the customer service lady was very pleasant and very helpful She dealt with our queries promptly and put my mind at ease
A empresa respondeu
Detalhes da empresa
Escrito pela empresa
For over 30 years now, we’ve been providing that truly personal service, helping people across the UK to plan and pay for the funeral that’s right for them. In that time, we’ve grown to become a market leader partnering with a wonderful network of independent, often family run, funeral director businesses, who are committed to serving their communities. This means you’re provided with compassion and expert care at every stage of your journey. We’re proudly owned by SAIFCharter, an association of independent funeral directors and we work with over 2,900 funeral directors from right across the country.* Our funeral director partners are local, trusted businesses who know what’s important and take time to extend a comforting arm whenever it’s needed. Nearly 1 million people have already trusted Golden Charter to take care of their funeral arrangements.^ Now you can get that peace of mind, too. *Based on number of funeral director branches in the UK accepting Golden Charter plans as at Oct 2024. ^As at August 2024.
Informações de contato
2nd Floor Aurora Building, 120 Bothwell Street, G2 7JS, Glasgow, Reino Unido
- 0800 111 4515
- goldencharter.co.uk
4,6
Excelente
3 mil avaliações
Sem histórico recente de pedidos de avaliações
Esta empresa não convidou os respectivos clientes recentemente, portanto as avaliações podem não ser representativas
Respondeu a 100% das avaliações negativas
Normalmente responde dentro de 48 horas
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
Great service
I would recommend this company to any one they are so helpful
14 de fevereiro de 2025
Avaliação não solicitada
Resposta da Golden Charter
Thank you for your positive review. We appreciate your feedback and are pleased to hear that you had a positive experience with Golden Charter arranging your funeral plan. If we can be of any further help, please give us a call.
It seems that my elderly and disabled…
It seems that my elderly and disabled mother and father, took out funeral plans with golden charter, who seem to have led them into a family trust with the now infamous Mcclure solicitors, which is now going to result in all sorts of legal advice and fees .... disgusting
7 de abril de 2025
Avaliação não solicitada
Resposta da Golden Charter
Thank you for taking the time to leave a review.
We stopped offering a range of legal services products in 2018, but remain committed to supporting customers who purchased one of these products through us in the past.
If you have any questions or concerns in relation to this, our dedicated team can be contacted on 0800 012 1434 to assist you.
Understanding
Lorraine was the perfect listener. She understood my needs and gave me advice when I needed it.
Genuinely sensitive and sympathetic.
2 de abril de 2025
Avaliação não solicitada
Resposta da Golden Charter
Thank you for leaving such a kind and positive review. We’re pleased to hear that Lorraine made your experience a positive one. Should you have any future needs or questions, don’t hesitate to call us or visit www.goldencharter.co.uk.
I spoke to Adam he was very helpful and helped me with all my questions and thanks Adam for all your help
I contacted
3 de abril de 2025
Avaliação não solicitada
Resposta da Golden Charter
Hello Helen, thank you for your kind words. We're pleased to hear that arranging your funeral plan with Golden Charter was a positive experience. Thank you for taking the time to share your experience with others!
excellent customer service
excellent customer service. treated with sensitivity and respect. everything explained in detail and with patience. Much appreciated.
2 de abril de 2025
Avaliação não solicitada
Resposta da Golden Charter
Thank you for your positive review. We appreciate your feedback and are pleased to hear that you had a positive experience with Golden Charter arranging your funeral plan. If we can be of any further help, please give us a call.
I spoke with Adam today to arrange my…
I spoke with Adam today to arrange my funeral plan , he was very professional and patient explained everything to me and was very helpful, excellent customer service too
2 de abril de 2025
Avaliação não solicitada
Resposta da Golden Charter
Thank you for taking the time to leave a 5 star review. We are really pleased to hear arranging your funeral plan with Adam was a positive experience. We will be sure to pass on your kind words – they will be delighted with your feedback!
What a lovely lady AMANDA was very kind…
What a lovely lady AMANDA was very kind and explained everything so I could understand everything she was saying thankyou for your help AMANDA xxx
2 de abril de 2025
Avaliação não solicitada
Resposta da Golden Charter
Hello Edward, thank you for your kind words. We're pleased to hear that arranging your funeral plan with Golden Charter was a positive experience. Thank you for taking the time to share your experience with others!
Took out a plan for my mum with are…
Took out a plan for my mum with are local FD , got a email from Gc with the details and payment plan,all was correct .I then got a letter demanding three time more deposit, ai contact them and they informed me they look in to it .I contact them again to be told it correct and I should speak to the Fd as it there mistake. As I explained the email was from GC not the FD so where the mistake. They told me I have to sort it .I cancelled the policy and will deal with a more customer service led firm who helps .
1 de abril de 2025
Avaliação não solicitada
Resposta da Golden Charter
Thank you for taking the time to leave a review.
I’m sorry to hear that you did not have a good experience with us, which led to you cancelling the funeral plan you had purchased.
If you are happy to send more details on this to complaints@goldencharter.co.uk, along with the plan number and any other plan details that you have, we would be happy to look further into this for you.
Peace of mind
Mum has been planning on getting round to preparing her funeral, unfortunately Dementia took a hold more quicker than expected leaving the arrangements to myself. Adam guided me through the options and what was and was not covered allowing me time to choose and explained it clearly in easy to understand language. Very simple process to get things in place for when required. Thank you Adam.
27 de março de 2025
Avaliação não solicitada
Resposta da Golden Charter
Thank you for taking the time to leave a 5 star review. We are really pleased to hear arranging your funeral plan with Adam was a positive experience. We will be sure to pass on your kind words – they will be delighted with your feedback!
Many thanks for Gary.
We just want to express our sincere thanks to Gary from the Golden Charter, Eaglescliffe branch for taking care of everything for my mothers funeral. Gary added such a personal touch, he was very accommodating to our family and the care he felt really came across. He took such good care of us all on the day and he even phoned the day after my mothers funeral to check on us all.
Thanks again Gary from the Vipond family.
24 de março de 2025
Avaliação não solicitada
Resposta da Golden Charter
Thank you for taking the time to leave a 5 star review. We are really pleased to hear arranging your funeral plan with Gary was a positive experience. We will be sure to pass on your kind words – they will be delighted with your feedback!
Excellent service
I spoke with Callum at length today after receiving the Golden Charter details by post. He explained every aspect of the plan to both myself and my Mother so that we were both absolutely clear of the way forward.
Excellent service.
25 de março de 2025
Avaliação não solicitada
Resposta da Golden Charter
Thank you for leaving such a kind and positive review. We’re pleased to hear that Callum made your experience a positive one. Should you have any future needs or questions, don’t hesitate to call us or visit www.goldencharter.co.uk.
Great service and helpful staff helped…
Great service and helpful staff helped with sorting my funeral plan
17 de março de 2025
Avaliação não solicitada
Resposta da Golden Charter
Thank you for your positive review. We appreciate your feedback and are pleased to hear that you had a positive experience with Golden Charter arranging your funeral plan. If we can be of any further help, please give us a call.
I dealt with Lorraine
I dealt with Lorraine, who was very helpful and understanding. She explained everything g very well, and understood my needs. I cannot thank her enough for her help
14 de março de 2025
Avaliação não solicitada
Resposta da Golden Charter
Thank you for taking the time to leave a 5 star review. We are really pleased to hear arranging your funeral plan with Lorraine was a positive experience. We will be sure to pass on your kind words – they will be delighted with your feedback!
Lack of Transparency
Lack of Transparency
I regret having to leave this review, but after repeated failures by Golden Charter to handle my complaint fairly and transparently, I feel compelled to escalate this matter publicly.
Their online response misrepresents key facts and fails to acknowledge serious procedural failures. Please note that my issue was not complex, yet their response has been evasive, defensive, and inconsistent with fair complaint handling.
1. Admitting Internal Failures but Hiding This from Their Public Response
In their formal response, Golden Charter admitted that their complaint handler did not meet the expected standards and that their handling of the case could have been better. Yet, in their Trustpilot response, they completely fail to acknowledge this, instead painting a misleading picture that everything was handled correctly.
2. Failure to Engage Before Reaching a Decision
Golden Charter refused to engage in a structured discussion before concluding their investigation. Their excuse of preferring “written correspondence” does not justify ignoring direct requests for a conversation.
3. Ignoring My Escalation Notice
My formal escalation email (06/03/2025) was completely disregarded. Rather than addressing this, they continue to selectively respond to parts of an earlier e-mail (23/02/2025) while again avoiding key issues.
4. Shifting Responsibility
Golden Charter claims that they are “in open dialogue” with me, but the reality is that I have had to chase them for answers at every stage. A fair complaints process should be proactive, not reliant on the customer forcing engagement.
This was a simple request for information that turned into an unnecessarily frustrating complaint process. Golden Charter’s lack of transparency and refusal to engage fairly has forced me to escalate my complaint to the FCA Service.
If you are considering their services, be cautious—even straightforward matters can become needlessly difficult.
12 de março de 2025
Avaliação não solicitada
Resposta da Golden Charter
I’m sorry you’re still feeling dissatisfied with the level of service you’ve received from Golden Charter.
I’d like to address some of the concerns you’ve raised in your review.
In relation to your point about the team member who handled your complaint, we confirmed that we had provided feedback to them, as during your interaction with them you felt that the dialogue had been shut down and you didn’t have the opportunity to respond to them after they’d informed you of the outcome of your complaint. This wasn’t the complaint handler’s intention, but we recognise that customer feedback is important and our team is always seeking to improve how we manage complaints. We did not at any point advise that the complaint handler didn’t meet the high standards set here at Golden Charter. The investigation itself was handled correctly, and we’ve confirmed this in the ongoing correspondence between us.
When we’re completing an investigation of this nature, we look over all relevant information that relates to the complaint. In this instance, you were unhappy with the experience you had received from one of our Customer Service advisers, via an email exchange. As we had access to the full email exchange, we had all the information we required in order to complete our investigation. We only contact someone who has raised a complaint before we’re able to complete our investigation if we require any additional information, or if a complainant made a specific request asking us to do this. In this instance, our team member did attempt to contact you by telephone to discuss the concerns you had raised, but they were unable to reach you. Following this, you advised you had provided your wife’s telephone number to us, as you were overseas and confirmed you were happy to receive a reply by email. As you were the complainant, they wrote to you via email as you had confirmed you were happy for this to take place.
I’d like to take this opportunity to reassure you that your formal escalation email hasn’t been disregarded. There have been a lot of email interactions between us and I want to make sure I address all of the concerns you’ve raised with me.
We continue to be in open dialogue with you. Once our investigation was completed and we provided our outcome to you, you remained dissatisfied with this. You expressed that you don’t agree with our investigation process and the outcome we reached from this, and we have continued the conversation with you, providing the opportunity for you to raise these concerns to us and for us to address and explain our outcome further.
I’ll continue to assist you with your concerns and hope that we’re able to come to a resolution. However, if you remain dissatisfied with our response, the next step available to you is to raise your concerns with the Financial Ombudsman Service.
Have just taken out 2 funeral plans for…
Have just taken out 2 funeral plans for me and my wife spoke to Callum very profesional and understanding explain every thing nothing to much trouble would certainly recomened Golden Charter
11 de março de 2025
Avaliação não solicitada
Resposta da Golden Charter
Thank you for leaving such a kind and positive review. We’re pleased to hear that Callum made your experience a positive one. Should you have any future needs or questions, don’t hesitate to call us or visit www.goldencharter.co.uk.
Great Customer Service
Just purchased a funeral plan for my mum, cannot say how helpful and clear Lorraine was, what a very helpful and empathetic lady a real asset to the company. Very pleased with product I bought very good value for money and feel peace of mind now that it's dealt with.
7 de março de 2025
Avaliação não solicitada
Resposta da Golden Charter
Thank you for taking the time to leave a 5 star review. We are really pleased to hear arranging your funeral plan with Lorraine was a positive experience. We will be sure to pass on your kind words – they will be delighted with your feedback!
Excellent advice from Golden Charter Sales Executive
The Golden Charter Sales Executive, Callum Kerr, who dealt with me was extremely professional and helpful, explaining everything clearly enabling me to fully understand the funeral plan I was taking out. I am very pleased that I was recommended to contact Golden Charter.
21 de fevereiro de 2025
Avaliação não solicitada
Resposta da Golden Charter
Good morning Angela. Thank you for leaving such a lovely and positive review. We’re pleased to hear that your experience was such a positive one. Should you have any future needs or questions, don’t hesitate to call us or visit www.goldencharter.co.uk.
I made the call to Golden Charter after…
I made the call to Golden Charter after first going into my local Funeral Director and I’m so pleased I did.I spoke to a lovely lady called Lorraine Percy.she helped me so much.I told her the plan I wanted and she went through everything with me.She was so kind and understanding.I now have peace of mind knowing I’m going to have the ‘Send off’ I WANT, my family live overseas and it’s one less worry for them as they will have enough to do.I have received confirmation and all details via email, and now waiting for the written confirmation to arrive.I’m very happy I made that call it as put my mind at rest.
17 de fevereiro de 2025
Avaliação não solicitada
Resposta da Golden Charter
Thank you so much for your 5 star review! We are delighted to know Lorraine was a great help to you. Please do just reach out if you need anything else.
Great Company
golden Charter have been excellent to deal with. Lorraine Percy who was dealing with me was very professional, knowledgable and easy to talk to and a good listener. She anserwed all my questions
20 de fevereiro de 2025
Avaliação não solicitada
Resposta da Golden Charter
Hello Brendon, thank you for your kind words. We're pleased to hear that arranging your funeral plan with Golden Charter was a positive experience. Thank you for taking the time to share your experience with others!
We have taken out a funeral plan with…
We have taken out a funeral plan with Golden Charter. They were quick to return our calls, explained everything clearly and were thoroughly efficient. It was such a good experience and they made everything easy whilst making sure we knew what we were buying and that we were happy.
20 de fevereiro de 2025
Avaliação não solicitada
Resposta da Golden Charter
Thank you for taking the time to leave a 5 star review. We are really pleased to hear arranging your funeral plan was a positive experience.
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