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
   • 1.1 In this Complaints Policy the following expressions have the following meanings:
     • “Appeal” means your request to escalate a Complaint from Level One to Level Two if you are not satisfied with the outcome at Level One;
     • “Appeal Handler” means a Director of Pure Cremation Ltd (who own Charlton Park Crematorium) working who will handle Level Two Complaints;
     • “Business Day” means, any day (other than Saturday or Sunday) on which ordinary banks are open for their full range of normal business in England;
     • “Complaint” means a complaint about goods and/or services sold by Charlton Park Crematorium, about our customer service, or about our employees, agents or subcontractors;
     • “Complaint Handler” means an employee of Charlton Park Crematorium working at Manager level who will handle Level One Complaints;
     • “Complaints Policy” means this document;
     • “Complaints Procedure” means the internal complaints handling procedure of Charlton Park Crematorium which is followed when handling a Complaint and is available from our Head Office for your reference;
     • “Complaint Reference” means a unique code assigned to your Complaint that will be used to track your Complaint;
     • “External Resolution” means the referral of your Complaint to an external body or organisation for resolution if you are not satisfied with the outcome at Level Two;
     • “Level One” means the first stage in our complaints handling procedure under which your Complaint will be handled by a Complaint Handler; and
     • “Level Two” means the second stage in our complaints handling procedure under which you may appeal the outcome of a Level One Complaint. Your Complaint will be handled by an Appeal Handler.
2. Purpose of this Complaints Policy
   • 2.1 The Charlton Park Crematorium welcomes and encourages feedback of all kinds from our customers. If you have a Complaint about our goods and/or services, our customer service, or about our employees, agents or subcontractors, not only do we want to resolve it to your satisfaction but we also want to learn from it in order to improve our business and customer experience in the future.
   • 2.2 It is our policy to resolve Complaints quickly and fairly, where possible without recourse to formal investigations or external bodies. In particular, the aims of this Complaints Policy are:
     • 2.2.1 To provide a clear and fair procedure for any customers who wish to make a Complaint about Charlton Park Crematorium, our goods and/or services, our customer service, or about our employees, agents or subcontractors;
     • 2.2.2 To ensure that everyone working for or with Charlton Park Crematorium knows how to handle Complaints made by our customers;
     • 2.2.3 To ensure that all Complaints are handled equally and in a fair and timely fashion;
     • 2.2.4 To ensure that important information is gathered from Complaints and used in the future to avoid such a situation arising again.
3. What this Complaints Policy Covers
   • 3.1 This Complaints Policy applies to the sale of goods and/or the provision of services by Charlton Park Crematorium, to our customer service and to our employees, agents or subcontractors.
   • 3.2 For the purposes of this Complaints Policy, any reference to Charlton Park Crematorium also includes our employees, agents or subcontractors.
   • 3.3 Complaints may relate to any of our activities and may include (but not be limited to):
     • 3.3.1 The quality of customer service you have received from Charlton Park Crematorium;
     • 3.3.2 The behaviour and/or professional competence of our employees, agents or subcontractors;
     • 3.3.3 Delays, defects or other problems associated with the sale of goods by Charlton Park Crematorium;
     • 3.3.4 Delays, defects, poor workmanship or other problems associated with the provision of services by Charlton Park Crematorium;
   • 3.4 The following are not considered to be Complaints and should be directed to the appropriate person or department:
     • 3.4.1 General questions about our goods and/or services;
     • 3.4.2 Returns of damaged, faulty, incorrect or unwanted goods for exchange or refund in accordance with our Terms of Business where there is no further complaint;
     • 3.4.3 Matters concerning contractual or other legal disputes;
     • 3.4.4 Formal requests for the disclosure of information, for example, under the Data Protection Act;
4. Making a Complaint
   • 4.1 All Complaints, whether they concern our goods and/or services, our customer service, or our employees, agents or subcontractors, should be made in one of the following ways:
     • 4.1.1 In writing, addressed to the Crematorium Manager, Charlton Park Crematorium, Charlton Down, Andover, SP11 0TA;
     • 4.1.2 By email, addressed to the Crematorium manager at info@charltonparkcrematorium.co.uk;
     • 4.1.3 By contacting us by telephone on 01264 718360.
   • 4.2 When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible:
     • 4.2.1 Your name, address, telephone number and email address (We will contact you using your preferred contact method as your Complaint is handled);
     • 4.2.2 If you are making a Complaint on behalf of someone else, that person’s name and contact details as well as your own;
     • 4.2.3 If you are making a Complaint about a particular transaction, the invoice number;
     • 4.2.4 If you are making a Complaint about a particular employee, agent or subcontractor of ours, the name and, where appropriate, position of that employee, agent or subcontractor;
     • 4.2.5 Further details of your Complaint including, as appropriate, all times, dates, events, and people involved;
     • 4.2.6 Details of any documents or other evidence you wish to rely on in support of your Complaint;
     • 4.2.7 Details of what you would like Charlton Park Crematorium to do to resolve your Complaint and to put things right. (Please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.)
5. How We Handle Your Complaint
   • 5.1 Charlton Park Crematorium operates a two-stage complaints handling procedure. Following our Complaints Procedure, our aim is to always resolve Complaints to your satisfaction at Level One without further recourse to Level Two. If you are not satisfied at the end of Level One, you may escalate your Complaint to Level Two. If you are still not satisfied at the end of Level Two, Complaints may progress to External Resolution as detailed below.
   • 5.2 Level One:
     • 5.2.1 Upon receipt of your Complaint, the Crematorium Manager identified above in Section 4.1 will log the Complaint in our Business Management System and will acknowledge receipt of it in writing within 7 days, giving you a Complaint Reference.
     • 5.2.2 When we acknowledge receipt of your Complaint we will also provide details of your Complaint Handler. This may be the person to whom your original Complaint was directed (as above) or your Complaint may be assigned to another appropriate member of our team.
     • 5.2.3 If your Complaint relates to a specific employee, agent or subcontractor, that person will be informed of your Complaint and given a fair and reasonable opportunity to respond. Any communication between you and the employee, agent or subcontractor in question should take place only via the Complaint Handler and we respectfully ask that you do not contact the employee, agent or subcontractor in question directly concerning the Complaint while we are working to resolve it.
     • 5.2.4 If we require any further information or evidence from you, the Complaint Handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence quickly in order to avoid delaying the complaints handling process. If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint.
     • 5.2.5 We aim to resolve Level One Complaints within 28 days, however in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.
     • 5.2.6 At the conclusion of the Level One complaints procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. You will also be reminded of your right to appeal our decision and escalate the complaint to Level Two in the form of an Appeal.
   • 5.3 Level Two:
     • 5.3.1 If you are not satisfied with the resolution of your complaint at Level One, you may appeal the decision within 14 days, and have the complaint escalated to Level Two. Appeals are handled by a Director of Pure Cremation Ltd who own Charlton Park Crematorium.
     • 5.3.2 Appeals, quoting your original Complaint Reference, should be directed to your original Complaint Handler who will forward the request to an appropriate Appeal Handler. Receipt of Appeals will be acknowledged in writing within 7 days. When we acknowledge receipt of your Appeal we will also provide details of your Appeal Handler.
     • 5.3.3 If your Complaint relates to a specific employee, agent or subcontractor, that person will be informed of your Appeal and given a further opportunity to respond. Any communication between you and the employee, agent or subcontractor in question should take place only via the Appeal Handler and we respectfully ask that you do not contact the employee, agent or subcontractor in question directly concerning the Complaint while we are working to resolve it.
     • 5.3.4 If we require any further information or evidence from you, the Appeal Handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence to us quickly in order to avoid delaying the complaints handling process. If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint.
     • 5.3.5 We aim to resolve Level Two Complaints within 28 days, however in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.
     • 5.3.6 At the conclusion of the Level Two procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. Our decision at this stage is final, subject to your right to seek External Resolution of your Complaint.
   • 5.4 External Resolution:
     • 5.4.1 If you are not satisfied with the resolution of your Complaint at Level Two you may seek External Resolution of your Complaint from the Chartered Institute of Arbitrators. For details of complaint and conflict resolution mechanisms available from the Chartered Institute of Arbitrators, please contact them by post at 12 Bloomsbury Square, London, WC1A 2LP, by telephone on 020 7421 7444, or via their website at www.ciarb.org.
6. Confidentiality and Data Protection
   • 6.1 All Complaints and information relating thereto are treated with the utmost confidence. Such information will only be shared with those employees, agents or subcontractors of Charlton Park Crematorium who need to know in order to handle your Complaint.
   • 6.2 We may ask for your permission to use details of your Complaint (with your personal details removed) for internal training and quality improvement purposes. If you have given such permission, you may revoke it at any time by contacting us.
   • 6.3 All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of the Data Protection Act 1998 and your rights under that Act.
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
   • 8.1 Overall responsibility for this Complaints Policy within Charlton Park Crematorium and the implementation thereof lies with the Managing Director of Pure Cremation Ltd.
   • 8.2 This Complaints Policy is regularly reviewed and updated as required.
   • 8.3 This Complaints Policy was adopted on 1st May 2019.
   • 8.4 This Complaints Policy was last reviewed on 1st May 2019.