Complaints
Procedure
Unique Funerals Limited strive to provide the best possible care and service to the families we serve; as a business we recognise that problems can arise, and mistakes can be made.
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.
We are committed to ensuring that:
- Making a complaint is as easy as possible for you.
- We treat your complaint seriously.
- We will deal with your complaint promptly and in confidence.
- We learn from complaints and use them to review and improve our service.
If you wish to complain
In the first instance, if you have any questions or concerns, please speak to a member of the team as they may be able to answer any queries you have directly and may be able to put things right for you straightaway.
If you decide you’d like to make a formal complaint, you can do this in several ways:
By telephone on 0161 703 9944 asking to talk directly with the manager
Email: info@unique-funerals.co.uk
Or write to us at:
Unique Funerals Limited
11a Memorial Road
Walkden
Manchester
M28 3AQ
Complaints process
Acknowledge and investigated
Your complaint will be acknowledged within 3 working days and fully investigated within 10 working days. You will be written to no later than 10 working days after making your complaint with the outcome of the investigation.
However, there may be circumstances such as holidays, sickness, a third party or those beyond our control where we will be unable to resolve your complaint within 10 working days. In such case we will keep you updated as to the progress of your complaint, and you do have the right to raise this with our trade body if you feel that the complaint is taking too long to resolve.
Please be advised that we will accept complaints from the client (this is the person who arranged the funeral and entered a contract with us). If you are not the client, then we will require written authority from the client.
All complaints must be made in writing. This is to ensure that accurate information is relayed from both sides and there is a full record of what was said by each party.
- Please be advised that we will accept complaints from the client (this is the person who arranged the funeral and entered a contract with us). If you are not the client, then we will require written authority from the client.
- All complaints must be made in writing. This is to ensure that accurate information is relayed from both sides and there is a full record of what was said by each party.
If You are Still Unhappy
If you are still unhappy with our response you can contact The National Society of Allied & Independent Funeral Directors (SAIF) in any of the ways listed below:
By phone – Tel: 0845 230 6777 or 01279 726 777 or fax – Tel: 01279 726 300
By email – standards@saif.org.uk
By visiting the SAIF website and to view SAIF’s Complaints Policy – https://saif.org.uk/about-saif/complaints/
In writing to:
Standards
The National Society of Allied and Independent Funeral Directors
SAIF Business Centre
3 Bullfields
Sawbridgeworth
Herts CM21 9DB
Your complaint will be acknowledged within 7 days then fully investigated. Please see SAIF’s Complaint Policy for full details https://saif.org.uk/about-saif/complaints/
Please note that the National Society of Allied and Independent Funeral Directors (SAIF) will not investigate a complaint unless the internal complaints procedure of the Funeral Directors has been exhausted.