Complaints Policy

Complaints Policy

We are very sorry if we haven’t been able to meet your expectations and you feel the need to bring a complaint to our attention. We are always looking for ways to improve our service and customer care and can assure you that your complaint will be dealt with sympathetically, fairly and promptly.

Stage One
If there is an issue with the service you are receiving whilst you are making arrangements for a funeral, please tell us in the first instance. We may well be able to deal with any issues you have promptly and to your satisfaction.

Stage Two
If your Funeral Director is unable to resolve your issue, or you feel that the matter warrants a formal complaint, please put your complaint in writing to:

Richard Parson

Principal

Parson Funerals Ltd

91 Fore Street

Saltash

Cornwall

PL12 6AE

Telephone: 01752 844437
E-mail: richard@parsonfunerals.co.uk

Your complaint will be acknowledged within 3 working days and you will receive a response, either by telephone, in writing, or by way of a meeting within 7 working days.

If the matter is cannot resolved to your satisfaction, you have the right to refer the matter to our professional standards body SAIF (The National Society of Allied and Independent Funeral Directors) whose Complaints Procedure is as follows;

SAIF’s Complaints Procedure

There are two steps within the complaints process:

1. Member

This is where the member’s own complaints process is instigated and works with the client to resolve the complaint.

Complainants should not submit a complaint to SAIF until they have provided the member with an opportunity to get this right.

2. SAIF’s Professional Standards Committee

SAIF’s Professional Standards Committee (our Alternative Dispute Resolution officials) are not renumerated, nor receive bonuses based on the outcome of the complaint. They can be a member of the National & Scottish Executive Committee, or a funeral director referred to the Standards Committee by the Executive Committee.

If the client is unhappy with the funeral director’s response, they can proceed to SAIF’s Professional Standards Committee, where the complaint will be investigated.

  • The complaints form can be downloaded here.
  • The form along with accompanying paperwork, should be either emailed to standards@saif.org.uk or posted for the attention of the Professional Standards Committee, SAIF Business Centre, 3 Bullfields, Sawbridgeworth, CM21 9DB.

SAIF’s full complaints procedure can be found here.

  • There is no charge to refer the complaint to SAIF.
  • SAIF can only accept complaints that are in English, and any response will be provided in English.
  • This complaints procedure is related to SAIF members based in England, Wales, Scotland & Northern Ireland.
  • All such referrals should be made within 12 months following receipt of the response from the funeral director.

If you have any queries regarding the process, please either email standards@saif.org.uk or telephone 0345 230 6777

What our
customers say...

Richard and his team are consummate professionals who supported us at the most challenging of times.

Gary G.

After losing our mum very unexpectedly, we walked into your office like 3 scared little children, not knowing what to do or what to say. It felt like you and your team wrapped your arms around us while helping us through the most traumatic time. Your guidance through the whole process was done with such kindness, care and consideration, we are, and will forever be truly grateful.

Linda

Richard and his team were respectful, considerate and calm. I always felt Richard was there to quietly and efficiently help me through the arrangements for my dad's funeral.

Crispin

Richard was recommended by a friend. I immediately felt comfortable and relaxed. He was a good listener, easy to talk to and his manner was reassuring and helpful. I can't thank him enough for seeing us smoothly through this traumatic time.

Anne P.

I lost my husband in his early 50's and Richard took over with great empathy, kindness and discretion. The professionalism of both him and his team was exemplary, even down to organising the traffic so that my husband's biker friends could follow us to the funeral. From the bottom of my heart, I thank you.

S. Boorer

Nothing was too much trouble. Everything from start to finish was absolutely perfect, the attention to details also superb including the timing of the drivers closing on both car doors, in my eyes, with that attention to detail I knew my Dad was in safe hands

Lee A.

I cannot recommend Richard enough for his compassion, professionalism and kind and thoughtful approach when dealing with myself and my family at such a difficult time. Nothing was too much bother for Richard.

J Kelly

We can't rate Westcountry Funeral Service high enough for their level of compassion .... nothing was ever too much trouble. Excellent communication throughout the whole process and everything was done to a high professional standard. I would highly recommend Westcountry Funeral Service.

Tristan S.

From start to finish the professional service that we received was excellent. We would recommend this company to anyone who sadly is in need of this service.

Peter C.

Throughout the undertakers were superb, calm, stewarding agents of remarkable humanity... It was an incredible experience - a good disturbance of the heart.

Paul C

Richard took over and gave our father's funeral dignity. An excellent all round service that I have no hesitation in recommending.

David H.

Leah talked me through all the options and procedures, including giving an itemized quote, whereas other funeral directors just gave me a total cost.

Justin

...unbelievable from start to finish. It is rare to find such a truly personal service

Ben S.

From the moment we contacted Richard we knew our loved one, and the family, were in the safest hands. Outstanding care, service and value for money

Chris D.

We chose Westcountry Funerals at Elburton based on a feeling. We viewed the online photos of the beautiful Old Smithy building, and knew that our loved one would have approved of such an historical place :) We were absolutely right to go with our instinct, as we then met, and were dealt with, by the wonderful funeral director, Leah

Sarah

Leah, Richard and the team really did my grandfather proud, so nice to see a walker in front of the car on the approach to his house and when leaving, I would highly recommend the team for the traditional and professional service.

Mike O