Story perspectives

Funeral Provider's Ashes Mishap Leads to £1,000 Compensation

1/6/2026

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Summary

Story summary

The Financial Ombudsman Service found significant failings in the handling of Mrs R's mother's ashes after a delay by funeral provider Plan With Grace.
The ashes were sent via an EU country, leading to spillage.
Mrs R paid a customs fee upon notification of the shipment.
Ombudsman Jo Chilvers said the incident caused distress and emphasized treating remains with dignity and respect.
The Financial Ombudsman Service awarded Mrs R £1,000 in compensation.

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Story summary

The Financial Ombudsman Service found significant failings in the handling of Mrs R's mother's ashes after a delay by funeral provider Plan With Grace.
The ashes were sent via an EU country, leading to spillage.
Mrs R paid a customs fee upon notification of the shipment.
Ombudsman Jo Chilvers said the incident caused distress and emphasized treating remains with dignity and respect.
The Financial Ombudsman Service awarded Mrs R £1,000 in compensation.