Bereavement Services Customer Charter
We will display or make available:
We will:
- compare our service with similar services every year
- provide a caring and sensitive service to the bereaved (friends and family of the person who has died), recognising their needs without unfairness or discrimination
- value our customers' opinions and comments, and use them to improve the service we provide
- respond to complaints or enquiries within 15 working days
- make sure that all our employees are polite, smartly dressed and wear name badges
- organise dignified and respectful burial and cremation services, supported by competent employees, in accordance with the Federation of Burial and Cremation Code of Cremation Practice
- carry out each cremation on the same day as the service
- ask everyone who uses our service for feedback, which we’ll continue to monitor
- provide clear and easy to understand information about our services
- provide information in different languages, where we’re asked for it
- review memorial applications within 12 weeks of the cremation
- review grave memorial permit applications within 3 weeks of getting them
