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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
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