How to make a complaint

You can make a complaint in any of the following ways:

• In person – speak to a member of our staff
• By telephone – contact the crematorium office
• In writing – by email or letter

Please provide as much detail as possible, including:

• Your name and contact details
• The name of the deceased (if applicable)
• The date of the service or incident
• A clear description of your concern

What will happen next

1. Acknowledgement
We will acknowledge your complaint within 5 working days of receipt.

2. Investigation
Your complaint will be investigated fairly and thoroughly by a senior member of staff who was not directly involved, where possible.

3. Response
We aim to provide a full written response within 20 working days.
If the investigation takes longer, we will keep you informed and explain the reason for the delay.

If you are not satisfied

If you are unhappy with our response, you may request that your complaint is reviewed by a more senior officer or manager.

If you remain dissatisfied after this stage, you may contact the relevant external body for independent advice or review, such as:

• Institute of Cemetery and Crematorium Management (ICCM)

(Please note that external bodies will usually expect you to have completed our internal complaints process first.)

Confidentiality and fairness

• All complaints are handled sensitively, respectfully and confidentially
• Making a complaint will not affect the standard of service you receive
• We use complaints as an opportunity to improve our services