Golden Charter Opiniões 

I contacted

excellent customer service. treated with sensitivity and respect. everything explained in detail and with patience. Much appreciated.

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

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

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 .

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.

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.

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.

Great service and helpful staff helped with sorting my funeral plan

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

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.

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

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.

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.

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.

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

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.

Very profession and attentive response over the phone, with all my requirements met.

From the moment our chosen Funeral Director (Turner and Wilson) came to see my mum and myself to discuss our funeral requirements. Nigel then went through the services that are offered for a Pre Paid Funeral Plan provider Golden Charter! One of the services I liked was that from start to finish we would speak with same person! Our representative was Mariana who was excellent, listened to all our requirements and allocated the perfect package! This was then agreed to be sent to us! Mine by email, mums via post! Then a further telephone call was arranged to go through the packages for each of us, received the phone call from Mariama who again went through the packages and how to proceed to the next stage. We then went through payment details and went ahead with purchasing the Pre Paid Funeral Package. Throughout the whole process, the service from both parties have been exceptional, caring carried out with compassion and very respectful! I would hugely recommend to consider a Pre Paid Funeral Plan, I feel so relieved knowing my children will not have this to deal with preparing a funeral!

I have a plan dated 18th November 2024 which has my wrong name on it. Despite contacting the funeral director who I took out the plan with twice and then emailing yourselves and getting a reply saying this would be rectified I am still waiting for the correct paperwork. So what happens if I die tomorrow - plan has the wrong name on it so I presume it is not legal?