Our Complaints Procedure at Quantock Funeral Directors

1.      Introduction:

We always aim to provide the highest standards of care in all our services we provide. Our clients’ views and concerns are important to us and help to ensure our services remain at the highest standard. If you are unhappy with any of our services, it is important that you let us know.

 2. Sometimes clients may feel it more appropriate to suggest improvements rather than complaining formally. Anyone receiving or involved in our services, and their friends/ family, may make a suggestion. The first step would be to speak to, write to (by post or email) either Dawn or Rob. We will always acknowledge your suggestion either in writing, e-mail or by telephone.

3. Making a complaint

Rest assured we will always prioritise the handling of complaints and take them seriously. We will handle them in a swift fair and transparent way, especially as it will help us to improve our service. We will handle them confidentially and sensitivity, and will handle all data in line with any data protection policy that is relevant, and only share the information with the people who strictly need to know. We will not treat you any differently or refuse our services to you just because you made an honest complaint in good faith.

4. Who is eligible to make a complaint

The effected person, or anyone acting on behalf of the effected person is entitled to make a complaint to us. Or you may wish for an independent third party to make a complaint on your behalf if you are not comfortable doing so, and don’t have anyone you think could do it for you. We can assist with this.

5. How to make a complaint

You, or someone acting on your behalf may make a complaint to us by telephone, email, in writing or via a messaging service (eg WhatsApp). If you do not make the complaint in writing then we will put it into writing within 24 hours, and keep a record of it.

6. Anonymous complaints

If you wish to make a complaint anonymously, that’s fine, and we will deal with it with the same attention, but unfortunately wont be able to update you on the result.

7. Responsibility

The Company Director, Robert Parker, has overall responsibility for dealing with all complaints made about their service. We will provide as far as is reasonably practical: any help you need to understand the complaints procedure; or advice on where you may get that help.

8. How we handle complaints

Robert Parker alone, or with Dawn Jones, will investigate the complaint. We will acknowledge a complaint within 5 working days and give you the name and contact details of the person investigating it. We will keep you informed about the progress of the investigation. We aim to have a written response to you complain within 21 working days. Where these timescales cannot be met due to the nature of the complaint or length of investigation time needed, the complainant should be kept informed in writing of this. When we have finished investigating, we will arrange to meet with you in person if possible, or by letter or telephone if preferred, to discuss the outcome, and write to you with: details of the findings; any action we have taken; and our proposals to resolve your complaint. 

9. Time limits

To help us reach the best outcome, you should aim to put in the complaint as soon as you can after the date on which the event occurred or came to your notice. If you complain more than 3 months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly and aim to resolve to your satisfaction.