Choice Funeral Plans: most-reported complaints
Automated analysis of 220 public Trustpilot reviews published 2024-06-27 to 2026-09-17. TrustScore 4.9 from 914 total reviews — see the Trustpilot page. Quick answer: is Choice Funeral Plans legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues categorized as 'Other,' which accounted for 38% of the 8 identified complaints, including a reported data breach. Account and app problems were the next most frequent concern, representing 25% of complaints, with one example involving incorrect name changes in emails. These findings are based on an analysis of 220 reviews from June 2024 to September 2026. No clear trend could be established for these specific issues due to the low volume of reports.
How to reach Choice Funeral Plans
These are the contact details Choice Funeral Plans publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 01803 298 243, email [email protected], address 46 The Terrace, Torquay, TQ1 1DE, GB.
The company claimed its Trustpilot profile on 2023-06-06, uses Trustpilot’s paid features, and last replied to a negative review on 2026-08-18. Trustpilot ranks it 3 of 5 in Funeral Insurance Company. We last checked this profile on 2026-09-24 and found 17 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 5★ on Google (4 reviews)
TrustScore over time
4.9 → 4.9 across 10 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-15 (67%, 8.0d) · 2026-08-18 (67%, 8.0d) · 2026-08-21 (83%, 7.2d) · 2026-08-24 (83%, 7.2d) · 2026-08-28 (83%, 7.2d) · 2026-09-03 (83%, 7.2d) · 2026-09-15 (83%, 7.2d) · 2026-09-18 (83%, 7.2d) · 2026-09-24 (83%, 7.2d).
What their policy promises
cancellation method: contact us or use form
“Please [contact us](https://www.choiceplan.co.uk/contact/) to discuss cancelling your plan, or use this form at any point”
cancellation method: form
“use this form at any point and we will act promptly in accordance with your wishes.”
refund window: within 30 days
“we will refund you the full amount you have paid within 30 days of your cancellation request.”
cancellation method: phone Monday - Friday, 9am-5pm
“Call us today Monday - Friday, 9am-5pm [01803 298 243](tel:01803298243)”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-13.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
10% of its 208 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: other makes up 38% of this company’s complaints vs a 16% median across 126 ranked companies in its sector.
Review velocity: 420 of this company’s 914 Trustpilot reviews (46%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Choice Funeral Plans?
Other
3 reports · 38% of complaints“A clear data breach”
The company replied on 2024-06-28: “Dear Mr Williams, I am sorry you have received some communication in error. Having looked into the matter we would like the opportunity to resolve this, you will receive a letter from our Customer…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Changed funeral director soon after plan purchased. Not happy!”
The company replied on 2026-07-23: “Dear Mrs Ratcliffe, Thank you for taking the time to share your feedback. We value all feedback from our customers, as they help us review and improve our services. We are sorry to hear that you…”
Our classifier read this reply as a deflection.
“my next of kin were contacted to say that this was done!!”
The company replied on 2024-12-06: “Hello June, I am so pleased that we had an opportunity to speak this morning and trust our conversation has provided you with reassurance that providing excellent customer service is a priority for…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Account/app problems
2 reports · 25% of complaints“CFP managed to change my name from Gerald to Graham in emails and denied doing so”
The company replied on 2026-06-03: “Dear Gerald, Thank you for taking the time to speak with us and for allowing us the opportunity to resolve your concerns. We're pleased to hear that everything is now in place with your direct debit…”
Our classifier read this reply as a substantive response.
“forgot to call us for a first appointment”
Compare Choice Funeral Plans with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-20.