Customer Complaint Process

Every year we successfully help many families through a very difficult time in their lives.  However, every so often someone is left feeling unhappy and not satisfied with the service they have received.

In these cases we have a complaints procedure in place to make it easy for you to raise an issue and make us aware of your dissatisfaction.   Where possible we would hope that we can put things right for you, unfortunately because of the nature of our business we may only be able to offer an explanation along with our sincere apologies.   We take all complaints seriously and want to be able have the opportunity to learn from them.  By taking the time to tell us can help us to review and improve our service to you and other families.

We will treat your complaint confidentially and swiftly.

How your complaint will be dealt with:

If you ring any of our branches the member of staff who you speak to will fill in one of our client complaint forms and will ask you a number of questions regarding your funeral, memorial or floral tribute.  This will then be passed to the department or branch manager and not to the member of staff whom you have previously dealt with.  This is to ensure impartiality and swiftness of response.

You will receive a response, either by telephone, email or letter, within 48 (working) hours of your complaint.  This may be to ask you further questions so the manager can clarify with you directly the nature of your complaint.   

If you submit your complaint in writing, either by letter or email, it will be dealt with in the same way.

If you are not satisfied with the response you receive you will have the opportunity to discuss this further, either with the manager dealing with the complaint or a more senior member of staff.  It is our intention that your complaint is resolved to your satisfaction.

All complaints are reported to the Board of Directors and reviewed at our regular management meetings.

If we are unable to satisfactorily resolve your complaint you may use the National Association of Funeral Directors complaints and reconciliation service for consumers, called NAFD Resolve which provides an independent procedure to resolve complaints.  You must apply in writing to Resolve and you can get a copy of their leaflet from any of our branches.

If you submit your complaint in writing, either by letter or email, it will be dealt with in the same way.

Written complaints should be submitted as follows:

Email – (branch name)@nevillefuneralservice.com eg luton@nevillefuneralservice.com