Trust Centre : Our Terms of Business, Policies and Procedures
Complaints Policy
Our Code of Principles : These define the fundamental ethical and professional standards that we abide to. Our goal to provide a trusted funeral directors, undertakers and services, and trust is at the centre of everything we do. Our values, policies and processes are designed to be transparent, clear, to protect you and your rights; creating a safe place for you to plan a funeral and in return, we can deliver an impeccable service. Our governance ensures our compliance and quality assurance, so we regularly review our policies and procedures to ensure we are innovative in our practices and continuous in improving our standards of quality.
Our Code of Principles
Need more information?
We aim to reply to enquiries within 48 hrs of receipt. If you have any urgent requests please call on the number below.
3 Blenheim Road,
Minehead,
Somerset,
TA24 5PY
(currently by appointment only)
Complaints Procedures
Purpose
This policy explains how you can make a complaint against our services and how we deal with a complaint
Scope
To ensure we provide a high quality service at all times, and a high standard of client care. We recognise however that sometimes we may not get things right and as such, it is important that you raise any complaints or concerns to Amanda-Louise.
Policy Principles
To have a clear procedure to receive and respond to a complaint.
In the first instance, we would ask that you speak to Amanda-Louise Funeral Director or a member of her staff when it happens, so they can put things right then. Otherwise please direct your complaint or concern to Amanda-Louise in writing:-
The information we will need when submitting a complaint or concern to us is:-
1.Your name, and contact details (email and telephone)
2.The fact that you are raising a complaint or concern
3.Any relevant dates and times in relation to your complaint or concern
4.The type of services we provided for you
5.A key summary of your complaint or concern
What To Expect
Complaints or concerns will be received and progressed during office hours
Investigation
Amanda-Louise will carry out an initial investigation into your complaint or concern. I may need to contact you to gain more information.
Response
Amanda-Louise will aim to respond in full by email within 14 working days of receipt of your complaint or concern. Sometimes investigations can take longer, and Amanda-Louise will advise you accordingly.
Depending on the outcome, Amanda-Louise may agree all or some of your grounds of complaint or concern, and will aim to provide a satisfactory solution. If Amanda-Louise does not agree with your complaint or concern, then she will provide you with full details of why. If you are unhappy with this then you will be signposted to raise your complaint or concern externally to us; details of which are:-
Regulator
Amanda-Louise Funeral Services is currently applying to be a member of SAIF, where we will adhere to their guidelines and code.
Professional Body
Amanda-Louise Funeral Services is a member of the Association of Green Funeral Directors, where we adhere to their guidelines and code.
Legal Claims
Amanda-Louise hopes that all complaints and concerns can be resolved. We view all complaints as golden nugget to put things right in the future. If you feel the complaint or concern has not been resolved satisfactorily, you may wish to obtain legal advice. Free legal information can be found on the Citizens Advice website.
This policy will be monitored and reviewed annually.
Policy Updated - June 2024
Next Policy Review - June 2025
Policy Owner - Amanda-Louise Knight
Policy Reviewer - Amanda-Louise Knight
Our emotional wellbeing, support and grief counseling can give you the help and counselling you need to deal with the loss of loved one. Our focus is on helping you every step of the way providing wrap around care before, during and after the funeral.
We offer emotional support & grief counseling as part of our service
