YOUR RIGHT TO MAKING A COMPLAINT
The Searson family funeral service expects all their clients to receive a service of the highest standard. The loss of a loved one is a sad and challenging time, and you will be relying on us for support, guidance and service beyond expectation.
We aim to meet this high standard every day, and we like to think that the staff we employ are crucial to delivering the service you deserve. However, occasionally, there are times when, for whatever reason, a family may consider the service doesn't meet their expectations, and we want to know about your experience. We would like to think we can reach a suitable resolution through conversation and mediation. However, if you are still not happy with the steps we have taken, a formal process is in place to enable you to convey your complaint formally.
This leaflet details the basis of our Complaints Procedure; we are members of the National Association of Funeral Directors and are expected to provide you with this option.
If you have a complaint, however small, we will treat it seriously, with compassion, understanding and a will to resolve it. TALK TO US in the first instance; we are here, we listen, and we will always treat any complaint in the strictest confidence.