Daughter awarded compensation after mother’s ashes misdirected and opened

The daughter, referred to as Mrs R in proceedings, had paid £1,440 to direct cremation firm Plan with Grace following the death of her mother, Mrs M, in April 2024. Under the prepaid plan, the ashes should have been returned by early June, but the transfer was not arranged until a week later.

Because of a misunderstanding about Mrs R’s address, the remains were wrongly sent abroad. By the time they were delivered, there had been “some spillage and loss”, and Mrs R was also charged a customs fee.

Plan with Grace argued that compensation was not warranted, claiming Mrs R could be heard laughing during a phone call about the incident. The Financial Ombudsman rejected that argument and ordered the firm to refund £1,000, as well as reimburse the customs charge.

The ashes were sent via Royal Mail, which the ombudsman ruled was inappropriate because of weight restrictions on transporting human remains. Ombudsman Jo Chilvers said there was a “lasting impact” because the ashes had not been treated with dignity and respect, adding: “This is not a memory that is easily forgotten.”

Addressing the firm’s reliance on the phone call, Ms Chilvers said: “I’m not persuaded this invalidates her testimony regarding the distress and upset she has experienced,” concluding that Mrs R was simply “masking her distress with joviality and humour”.