Dignity Funerals Ltd strive to provide the best possible care and service to the families we serve; we recognise that on occasion problems can arise, and mistakes may be made. This may mean that you wish to make a complaint about our services.
We encourage you to let us know if you have any concerns as soon as possible, to give us a chance to immediately rectify any issues you may have.
We welcome all feedback, positive or negative and pride ourselves on using this feedback constructively to continuously improve the service we offer.
Our aim is to deal with all complaints promptly and fairly, with decisions based on a sufficient investigations of the circumstances.
If you wish to complain
In the first instance, if you have any questions or concerns, speak to a member of the team as they may be able to answer any queries you have directly.
If you decide you’d like to make a formal complaint, you can do this in a number of ways:
- Telephone: Complaint Resolutions Team on 0800 783 7171
- Email: complaint.resolutions@dignityuk.co.uk
- Online Complaints Form
Or write to us at the following address:
Complaint Resolutions Team
Dignity Funeral Ltd
King Edwards Court
4 King Edward's Square
Sutton Coldfield
West Midlands
B73 6AP
Complaints process
Acknowledge
Depending on how your complaint is received, it will be acknowledged by the end of the next working day.
Investigate
Based on the level of complaint we will usually conduct an investigation to get to the root cause of the problem. This will allow us to answer your complaint to the best of our ability.
Resolution
We hope to resolve complaints within 14 working days, although depending on the complexity, this may be longer.
Alternative Dispute Resolution
Once resolved, if you are still dissatisfied, you can contact NAFD Resolve who offer an independent funeral consumer complaints service.
NAFD Resolve is the independent funeral complaints service. It’s free, easy to use and covers 4,100 UK funeral homes that are members of the National Association of Funeral Directors. It is fully funded by the NAFD, with conciliation and adjudication services provided by qualified professionals from the Centre for Effective Dispute Resolution (CEDR).
You can make a complaint via the online complaint form on the complaints section of the website: nafd.org.uk.
If you do not have access to the internet, you can request a call back from a member of the complaints team by leaving a voice message on 0121 711 1636.