Our 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. Purpose of this Complaints Policy

  • The Heartfelt Funeral Company 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.
     

  • 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:

    • To provide a clear and fair procedure for any customers who wish to make a Complaint about The Heartfelt Funeral Company, our goods and/or services, our customer service, or about our employees, agents or subcontractors;

    • To ensure that everyone working for or with The Heartfelt Funeral Company knows how to handle Complaints made by our customers;

    • To ensure that all Complaints are handled equally and in a fair and timely fashion;

    • To ensure that important information is gathered from Complaints and used in the future to avoid such a situation arising again.
       

2. What this Complaints Policy Covers

  • This Complaints Policy applies to the sale of goods and/or the provision of services by The Heartfelt Funeral Company, to our customer service and to our employees, agents or subcontractors.
     

  • For the purposes of this Complaints Policy, any reference to The Heartfelt Funeral Company also includes our employees, agents or subcontractors.
     

  • Complaints may relate to any of our activities and may include (but not be limited to):

    • The quality of customer service you have received from The Heartfelt Funeral Company;

    • The behaviour and/or professional competence of our employees, agents or subcontractors;

    • Delays, defects or other problems associated with the sale of goods by The Heartfelt Funeral Company

    • Delays, defects, poor workmanship or other problems associated with the provision of services by The Heartfelt Funeral Company;
       

  • The following are not considered to be Complaints and should be directed to the appropriate person or department:

    • General questions about our goods and/or services;

    • Matters concerning contractual or other legal disputes;

    • Formal requests for the disclosure of information, for example, under the Data Protection Act;
       

3. Making a Complaint

  • 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:

    • In writing, addressed to the Administration Team, The Heartfelt Funeral Company, 132 Snakes Lane East, Woodford Green, IG8 7HZ

    • By email, addressed to the Administration Team at info@heartfeltfuneralcompany.co.uk;

    • By contacting us by telephone on 0208 5051276
       

  • When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible:

    • Your name, address, telephone number and email address (We will contact you using your preferred contact method as your Complaint is handled);

    • If you are making a Complaint on behalf of someone else, that person’s name and contact details as well as your own;

    • 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;

    • Further details of your Complaint including, as appropriate, all times, dates, events, and people involved;

    • Details of any documents or other evidence you wish to rely on in support of your Complaint;

    • Details of what you would like The Heartfelt Funeral Company 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.)
       

4. How We Handle Your Complaint

  • 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.
     

  • We aim to resolve 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.
     

  • At the conclusion of the 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
     

  • If you are not satisfied with the resolution of your complaint you may appeal the decision within 14 days.
     

  • ​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.

    • We aim to resolve appeals 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.

    • At the conclusion of the appeal 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.
       

  • External Resolution:

    • If you are not satisfied with the resolution of your Complaint after the appeal 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.
       

5. Confidentiality and Data Protection

  • 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 The Heartfelt Funeral Company who need to know in order to handle your Complaint.
     

  • 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.
     

  • 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.
     

6. 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.