Complaints
Procedure
At Unique Funerals Limited, we strive to provide the highest standard of care and service to the families we support. However, we recognise that occasionally things may not go as expected. When this happens, we are committed to resolving issues promptly, fairly, and respectfully. We encourage you to raise any concerns as soon as possible so to enable us the opportunity to address and resolve them quickly. We welcome all feedback—both positive and negative—and use it constructively to continuously improve our services.
Our aim is to deal with all complaints promptly and fairly.
We are committed to ensuring that: • Making a complaint is straightforward and accessible • All complaints are treated seriously • Complaints are handled promptly, fairly, and in confidence • We learn from complaints to improve our service
How to make a complaint
Informal Resolution In the first instance, we recommend speaking directly with a member of our team. They may be able to resolve your concern immediately. Formal Complaint If you wish to make a formal complaint, you can contact us in the following ways: Telephone: 0161 703 9944 (ask to speak with the Manager) Email: info@unique-funerals.co.uk Post: Unique Funerals Limited, 11a Memorial Road, Walkden. Manchester. M28 3AQ
Complaints process
Your complaint will be acknowledged within 3 working days A full investigation will be completed within 10 working days You will receive a written response outlining the outcome within this timeframe If, due to circumstances beyond our control (such as staff absence, third-party involvement, or other delays), we are unable to meet this timeframe, we will keep you informed of progress throughout.
We can only accept complaints from the client that is the person who arranged the funeral and signed the contract. If you are not the client, we will require written permission from them to act on their behalf
If You are Still Unhappy
If you remain dissatisfied after completing our internal complaints process, you may refer your complaint to our trade association: The National Society of Allied & Independent Funeral Directors (SAIF) Telephone: 0845 230 6777 or 01279 726 777 Fax: 01279 726 300 Email: standards@saif.org.uk Post: Standards Department SAIF Business Centre, 3 Bullfields, Sawbridgeworth, Herts CM21 9DB You can also view their complaints policy online: https://saif.org.uk/about-saif/complaints/ SAIF will acknowledge your complaint within 7 days • They will then conduct a full investigation • Please note that SAIF will only consider your complaint once our internal complaints procedure has been fully completed.