Dignity Funerals: most-reported complaints
Automated analysis of 365 public Trustpilot reviews published 2024-01-24 to 2026-09-27. TrustScore 4.8 from 4,012 total reviews — see the Trustpilot page. Quick answer: is Dignity Funerals legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support staff are unhelpful, accounting for 39% of the 129 complaints identified in 365 reviews. Other frequent concerns include unresolved service issues, such as delayed apologies, and problems with billing errors or poor core service quality. While reports of unhelpful support and other unresolved matters are rising, complaints regarding poor core service and billing errors are falling. These issues were highlighted in reviews analyzed between January 2024 and September 2026.
How to reach Dignity Funerals
These are the contact details Dignity Funerals publishes on its Trustpilot profile, as of our last check on 2026-09-27 — phone 0808 258 0719, address 4 King Edwards Court, King Edward Square, Sutton Coldfield, B73 6AP, GB.
The company claimed its Trustpilot profile on 2021-10-28, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-25. Trustpilot ranks it 13 of 15 in Funeral Director. We last checked this profile on 2026-09-27 and found 25 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Official complaint record
Financial Ombudsman (H2-2025): 12.2% of resolved cases upheld against the firm. source
Official figures reported by the regulator/ombudsman named; independent of our review analysis.
Companies House: DIGNITY FUNERALS LIMITED (no. 00041598), active, incorporated 1894 (132.1 years); next accounts due 2027-09-30, last accounts filed 2026-06-08, 760 registered charges. 7 current officers (46 on record historically), 3 resignations in the last 24 months; 20 filings in the last 12 months (1055 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 1 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. Recent thread titles: “Prosperous Life in administration”.
Elsewhere: 2.8★ on Google (42 reviews) — a 2.0-star gap between its Trustpilot and Google scores.
TrustScore over time
4.8 → 4.8 across 9 census measurements since 2026-08-31. 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: 2026-08-31 (94%, 2.8d) · 2026-09-03 (98%, 2.9d) · 2026-09-08 (98%, 2.8d) · 2026-09-11 (98%, 2.8d) · 2026-09-14 (98%, 2.8d) · 2026-09-17 (98%, 2.8d) · 2026-09-20 (96%, 2.8d) · 2026-09-23 (98%, 2.8d) · 2026-09-27 (98%, 2.8d).
Severity: 46% of this company’s 129 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 4.5 days between the experience and publishing their negative review (192 reviews record both dates).
Independent findings
The Advertising Standards Authority has upheld a complaint about this company’s advertising:
- 2026-07-22 (Television) — Two TV ads for a funeral provider didn’t make clear that the funeral plans advertised were for non-attended cremations only.
These are the findings of the named independent body, reported here with attribution — they are not our conclusions and are separate from the review analysis above.
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.
Measured reply time: across 176 negative reviews that received a public reply, the median wait was 1.8 days — the company profile reports an average of 3 days.
Reply quality: of 177 company replies to negative reviews analysed, 23% engaged with the specific problem and 72% were generic templates.
21% of its 219 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: support unhelpful makes up 39% of this company’s complaints vs a 27% median across 320 ranked companies in its sector.
Review velocity: 1,825 of this company’s 4,012 Trustpilot reviews (45%) were written in the last 12 months.
What are the most common complaints about Dignity Funerals?
Support unhelpful
50 reports · 39% of complaintsrising since 2025-12“debt collectors were being threatened as dignity had not even spoken to sunlife.”
The company replied on 2025-06-10: “Thank you for taking the time to leave your review. We are sorry that you were unhappy with the service that you received and would be grateful if you could contact our Complaint Resolutions Team, to…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“On no less than twenty occasions I was informed that I would get a phone call back....... not a single time did it actually happen”
The company replied on 2025-10-20: “Thank you for leaving a review your feedback is important to us. We are sorry to read you are unhappy with our services, we want to assure you that Dignity Funerals takes your feedback seriously and…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“her conduct added unnecessary stress and frustration to myself and our family.”
The company replied on 2024-05-31: “Thank you for contacting Dignity and for sharing your experience. I am sorry to hear you were unhappy with the service provided. If you would like to discuss this further with our Complaint…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Other
22 reports · 17% of complaintsrising since 2025-12“Six months on, I am still waiting for a written apology by DignityCMG to admit its liability”
The company replied on 2026-06-04: “Dear Janet, Thank you for taking the time to share your experience. We are truly sorry for the distress this caused you and your family, and we recognise how significant and emotional this time was…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“They took over the Company originally with and then wouldn't pay out because we wouldn't move my deceased parent to one of their Funeral Directors.”
The company replied on 2025-07-14: “Good afternoon, Thank you for leaving a review your feedback is important to us. We are sorry to read you are unhappy with our services, we want to assure you that Dignity Funerals takes your…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“Everything went wrong. Caused me 3 weeks of stress.”
The company replied on 2025-06-25: “Good morning, Thank you for leaving a review your feedback is important to us. We are sorry to read you are unhappy with our services, we want to assure you that Dignity Funerals takes your feedback…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Poor core service
17 reports · 13% of complaintsfalling“her conduct added unnecessary stress and frustration to myself and our family.”
The company replied on 2024-05-31: “Thank you for contacting Dignity and for sharing your experience. I am sorry to hear you were unhappy with the service provided. If you would like to discuss this further with our Complaint…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“There was no funeral director in the chapel at any time so I had to go out 3 times to ask what was going on.”
The company replied on 2024-01-25: “I am very sorry to hear of the circumstances you have described and would like to help. If you would like us to look into this matter further, please contact our Complaint Resolutions Team on 0800…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“They messed up the music at the start and middle of the service”
The company replied on 2026-02-11: “Dear Ms Clarke, Thank you for leaving a review your feedback is important to us. We are sorry to read you are unhappy with our services, we want to assure you that Dignity Funerals takes your…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Billing errors
14 reports · 11% of complaintsfalling“we have to wait till pride has been liquidated and we may still receive nothing”
The company replied on 2025-09-02: “Hello Daniel, Thank you for leaving a review your feedback is important to us. We are sorry to read you are unhappy with our services, we want to assure you that Dignity Funerals takes your feedback…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“Why is Dignity keeping the money prosperous life had in trust, not giving it towards people's funeral plans, it's theft.”
The company replied on 2025-06-06: “Hello Julia, Thank you for leaving a review your feedback is important to us. We are sorry to read you are unhappy with our services, we want to assure you that Dignity Funerals takes your feedback…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“I paid about 3400 in Plan.Wgats happened to other 3000 £”
The company replied on 2025-08-21: “Good morning Mr Hemsworth, Thank you for getting in touch. We understand how disappointing it must be to have received less than expected. The refund issued reflects the full amount returned to us by…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Support unreachable
10 reports · 8% of complaintssteady“there is no chance of reinstating the policy”
The company replied on 2026-04-23: “Dear Char, Thank you for your review, I am sorry to hear of the circumstances you describe. We are more than happy to investigate further for you. Can you please email…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“we tried for 30 minutes to get through to Dignity today in order to notify them of our wish to cancel our respective plans.”
The company replied on 2025-03-10: “We are sorry to hear that you remain dissatisfied with your complaint outcome. We take all feedback seriously, and worked to resolve this matter through our formal complaints process.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“After numerous emails and calls I still have no idea when and how much money I am due”
The company replied on 2024-04-29: “We are sorry to hear that your experience with Dignity Funerals Limited has been negative. If you would like to discuss this further with our Complaint Resolutions Team, please contact them on 0800…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Refund refused
10 reports · 8% of complaintsfalling“they are now stalling on the 14 day cooling off period for a refund after their own mistake”
The company replied on 2025-11-17: “Hello Barry, Thank you for leaving a review your feedback is important to us. We are sorry to read you are unhappy with our services, we want to assure you that Dignity Funerals takes your feedback…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“I am still waiting for a refund,and they are refusing to give me a refund.”
The company replied on 2025-06-26: “Dear Mr Wadlow, Thank you for leaving a review your feedback is important to us. We are sorry to read you are unhappy with our services. I can see you previously contacted us in relation to your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“we have to wait till pride has been liquidated and we may still receive nothing”
The company replied on 2025-09-02: “Hello Daniel, Thank you for leaving a review your feedback is important to us. We are sorry to read you are unhappy with our services, we want to assure you that Dignity Funerals takes your feedback…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
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 2026-09-27.