Complaints procedure

The Crematoria and Memorial Group strive to provide the best possible care and service to the families we serve; we recognise that on occasion problems can arise, and mistakes may be made. This may mean that you wish to make a complaint about our services.

We encourage you to let us know if you have any concerns as soon as possible, to give us a chance to immediately rectify any issues you may have.

We welcome all feedback, positive or negative and pride ourselves on using this feedback constructively to continuously improve the service we offer.

Our aim is to deal with all complaints promptly and fairly, with decisions based on a sufficient investigation of the circumstances. 

If you wish to complain

In the first instance, if you have any questions or concerns, speak to a member of our team as they may be able to answer any queries you have directly.

If you decide you would like to make a formal complaint, contact our Complaint Resolutions Team:

Telephone: 0800 783 7171

Email: complaint.resolutions@dignityuk.co.uk

Post: 
Complaint Resolutions Team
Dignity Funeral Ltd
King Edwards Court
4 King Edward's Square
Sutton Coldfield
West Midlands
B73 6AP

Complaints process

Acknowledge

Depending on how your complaint is received, it will be acknowledged by the end of the next working day. 

Investigate

Based on the level of complaint we will usually conduct an investigation to get to the root cause of the problem. This will allow us to answer your complaint to the best of our ability.

Resolution

We hope to resolve complaints as soon as possible. They may take up to 8 weeks to resolve, although we will always endeavour to resolve matters sooner where possible.

Alternative Dispute Resolution

Once resolved, if you are still dissatisfied, you can contact The Federation of Burial and Cremation Authorities: 

The Federation of Burial and Cremation Authorities
Britannia House,
Caerphilly,
CF83 3GG

Tel: 02921 679105

Email: admin@fbca.org.uk