How to raise a concern or make a complaint.

1. Our approach to complaints

Parkgrove Funeral Directors is committed to caring for families with dignity, honesty and professionalism. We understand that arranging a funeral is a deeply personal experience, and we never want a family to feel unheard if they have a concern.

If you are unhappy with any part of our service, we encourage you to tell us as soon as possible. We will acknowledge your complaint, investigate what has happened and provide a clear response.

2. How to make a complaint

You can raise a complaint in whichever way feels easiest for you. Written complaints help us record the details accurately, but you can also contact us by telephone if you would prefer to speak to someone first.

3. What to include in your complaint

To help us investigate your complaint properly, please include as much detail as you can.

• Your name, address, telephone number and email address.
• The name of the person who has died, where relevant.
• The funeral date or approximate date of the arrangement.
• A clear description of the concern or complaint.
• The names of any Parkgrove staff members involved, if known.
• Any relevant dates, documents, emails, photographs or supporting information.
• What outcome you are hoping for, if you have one in mind.

4. What happens after we receive a complaint

Once we receive your complaint, we will record it and make sure it is reviewed by a suitable person within Parkgrove Funeral Directors. We may need to contact you for more information before we can fully investigate.

We will treat your complaint fairly and carefully. Where appropriate, we may speak with staff members, review written records, check correspondence, consider estimates or invoices, and look at any relevant service notes.

If your complaint relates to the care of the person who has died, or to a matter that may require external notification or escalation, we will handle this in line with any applicable professional, regulatory or legal requirements.

5. Response timescales

We will always try to deal with complaints as quickly as possible. Some complaints can be resolved quickly, while others may need more detailed investigation.

6. If you remain dissatisfied

If you are not satisfied with our response, please let us know. We will review the matter again and consider whether anything further can be done.

Parkgrove Funeral Directors is a member of the National Association of Funeral Directors. If you remain dissatisfied after we have had the opportunity to respond, you may be able to refer your complaint to the NAFD complaints process.

• Website: nafd.org.uk
• Complaint information: nafd.org.uk/complaints

You may also have other rights depending on the nature of the complaint, including seeking independent advice or using other appropriate dispute resolution routes.

7. Confidentiality and records

We will handle complaint information sensitively and only share it where necessary to investigate, respond, meet legal or regulatory requirements, or obtain professional advice.

We will keep a record of complaints, our investigation, correspondence, outcomes and any action taken. These records help us review standards and improve the service we provide.

8. Learning from complaints

Complaints help us identify where something could have been handled better. Where appropriate, we may update staff training, internal procedures, documents or communication processes as a result.

Our aim is not simply to close a complaint, but to understand what happened and make improvements where they are needed.