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Complaints Policy
Effective Date: April 2026 - Review Date: April 2027

Our Policy

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At Emma Evans Funeral Services, I am committed to providing every family with care, compassion and a high standard of personal service.

I want families to feel comfortable raising any concern they may have. All complaints will be taken seriously and handled fairly, sensitively, respectfully and confidentially.

Where something has not met the standard expected, I will listen carefully, investigate the circumstances and do my best to resolve the matter. Complaints will also be used as an opportunity to review and, where appropriate, improve the service I provide.

Raising a complaint will not affect the care, respect or support provided to you or your family.

 

How to Make a Complaint

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In the first instance, please contact Emma Evans at Emma Evans Funeral Services.

Telephone: 01656 341245

Email: info@emmaevansfuneralservices.co.uk

A complaint may be made in person, by telephone, by email or in writing. Please provide as much information as possible about your concern, including any relevant dates or details that may help me understand and investigate what has happened.

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What Happens Next

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I will acknowledge your complaint as soon as reasonably possible, listen carefully to your concerns, investigate the matter fairly and thoroughly, keep you informed if further information or time is required, and provide a clear response explaining the outcome and any appropriate action to be taken.

 

Records and Confidentiality

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A written record of the complaint, investigation, correspondence, action taken and outcome will be retained securely. Information relating to a complaint will be treated respectfully and confidentially and will only be shared where necessary to investigate or resolve the matter.

 

If You Remain Dissatisfied

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Emma Evans Funeral Services is a member of the National Society of Allied and Independent Funeral Directors (SAIF). If we have been unable to resolve your complaint directly and you remain dissatisfied, you may contact SAIF for further information about its complaints process and the options available to you.

 

Reviewing Complaints

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Complaints and their outcomes will be reviewed to identify whether any changes or improvements can be made to the service provided.

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Care, compassion and personal support.

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