Complaints Policy

We do our best to ensure excellent service, and, on the very rare occasions where something has not gone “to plan”, we aim to resolve complaints quickly and fairly.

Here is a simple summary of our process when it comes to resolving customer issues. (The full details of our policy, procedure and contact methods can be found below this quick guide.)

Quick Guide to Complaints

If you are unhappy with our service, a product or the way a member of our team has behaved then you should:

  1. Let us know what the problem is by email, telephone or in writing
  2. Give us as much detail as you can – dates, times and which funeral or enquiry this relates to
  3. Tell us what you feel needs to be done to put things right

We will confirm the receipt of your complaint within 7 days and let you have our considered response, usually within 28 days, but complex matters may take longer.

We hope that this will lead to the satisfactory resolution of the issue, however, if you are still unhappy you can make an Appeal. At this point, the matter will be referred to a Director of the company for review.

Following the review, you will receive a detailed explanation of any decision, usually within  28 days, but complex matters may take longer.

In the event that you are still dissatisfied, you can seek External Resolution of your Complaint from the Chartered Institute of Arbitrators

Full Policy and Procedures

1. Definitions

In this Complaints Policy the following expressions have the following meanings:


2. Purpose of this Complaints Policy

3. What this Complaints Policy Covers

4. Making a Complaint

5. How We Handle Your Complaint

6. Confidentiality and Data Protection

7. Questions and Further Information

If you have any questions or require further information about any aspect of this Complaints Policy or about our Complaints Procedure, please contact us by post, telephone or email.


8. Policy Responsibility and Review

Call us today:

0800 182 2160

Have any questions about our Complaints Policy and Procedure? Our team offers expert guidance and support.