At Jonathan Alcock and Sons & George Hill Funeral Directors, we genuinely care about the families we serve and always strive to provide the very best level of care and support.
If, for any reason, you feel that we have fallen short of your expectations, we want to hear from you. Your feedback helps us improve, learn and continue to provide the service all of our families deserve.
We kindly ask that all complaints are submitted in writing, so we can fully understand your concerns and respond carefully and fairly.
1. Acknowledging Your Complaint
Once we receive your written complaint, we will write to you within five working days to confirm that it has been received.
- Your concerns will be looked into by your Head of Operations, John Wild, who will carry out a full and fair investigation.
- We aim to provide a detailed written response within twenty-one working days.
- If, for any reason, we need more time to look into the matter, we will keep you updated in writing and let you know when you can expect to hear from us.
2. If You’re Still Not Satisfied
If you feel that your concerns have not been resolved, you may request tha the complaint be reviewed by our Acting Head of Business, Ryan Guerin. Ryan will take a fresh look to ensure everything has been handled thoroughly and fairly.
3. Response
You will receive a further written response from Ryan Guerin within fourteen working days of your complaint being escalated.
4. Independent Review
If, after receiving our final response, you still feel unhappy with the outcome, you can request an independent review through the NAFD, National Association of Funeral Directors Dispute Resolution Service, NAFD Resolve.
The NAFD Resolve uses conciliation and, when required, formal adjudication by qualified professionals. You can submit a complaint to NAFD Resolve via the NAFD online complaint form or a postal or phone request if internet access is difficult. NAFD Resolve Leaflet.
The NAFD acknowledges complainst within three working days of receipt.
5. Confidentiality and Care
We treat every complaint with the utmost confidentiality and sensitivity.
Your information will only be shared with those directly involved in resolving your concerns and will be handled in accordance with data protection laws.
6. Keeping a Record
We retain copies of all complaint-related correspondence to monitor and improve our service standards.
Our Promise
We value your feedback and take every concern seriously. Thank you for giving us the opportunity to put things right and to continue improving the care we provide to all the families we serve.