Overview
- The Financial Ombudsman Service upheld the daughter’s complaint, directing Plan with Grace to repay £1,000 and reimburse the customs fee.
- Postage records showed the firm chose Royal Mail’s international tracked and signed service even though full cremated remains typically weigh around 2kg.
- The package was routed through an EU country where customs examined it, and it arrived not fully sealed with some spillage and loss.
- Under the prepaid plan the ashes were due by 7 June 2024, yet the transfer was not arranged until 14 June and delivery followed only after a customs charge.
- The company’s earlier gestures included flowers, a customs-fee refund and a promised process change to private transfers, which the ombudsman found insufficient.