Our commitment to our families
We aim to ensure that:
- Making a complaint is as easy as possible and we treat your complaint seriously
- We deal with your complaint promptly and in confidence
- We learn from complaints and use them to review and improve our service.
What is a complaint?
A complaint is when you tell us you are not happy about any part of the service and/or the products we have provided to you.
How to make a complaint
We have our set procedures in place which we try to adhere to, to ensure that your issues are dealt with in the most prompt manner. If you wish to make a complaint in the first instance you are to contact Mrs Gemma O’Driscoll, in any of the ways listed below:
Please Note: We will of course be happy to discuss any problem with you via telephone on 01554 777880 or in person at our office however to formally begin the complaint process your complaint must be received in writing.
In all instances your complaint will be acknowledged within 3 working days and fully investigated within 5 working days.
If you are unhappy with the response
You can contact Mr J P O’Driscoll in any of the ways listed below:
Appealing our final response
If you are still unhappy with the outcome of your complaint then contact our Trade Association The National Society of Allied & Independent Funeral Directors (SAIF) and quote our membership number 2526:
By firstname.lastname@example.org or
In writing to: The National Society of Allied and Independent Funeral Directors, SAIF Business Centre, 3 Bullfields, Sawbridgeworth, Herts CM21 9DB
or by telephone – Tel: 0345 230 6777 or 01279 726 777
or by fax 01279 726300
In all instances your complaint will be acknowledged within 7 days then fully investigated. Timescale for findings and final response will vary depending on each individual case and investigation. Please note that The National Society of Allied and Independent Funeral Directors (SAIF) will not investigate a complaint unless the internal complaints procedure of the Funeral Directors has been exhausted.
If you are still unhappy
If you are still unhappy with the response and final decision of The National Society of Allied and Independent Funeral Directors (SAIF) you can request that your complaint be referred to The Independent Funeral Directors Arbitration Scheme. For more information and to download leaflet of the scheme please visit- www.saif.org.uk