Complaints Procedure

Complaints Procedure for Peace Lily’s Pet Crematorium

At Peace Lily’s Pet Crematorium, we are committed to providing compassionate and professional services during what we understand is a difficult time. If you are dissatisfied with any aspect of our service, we encourage you to reach out to us so we can address your concerns promptly and appropriately.

How to Raise a Complaint

1. Contacting Us

   • By Email: Please send your complaint to peacelilyscrematorium@hotmail.com Include your name, contact details, and a detailed description of your concern.
   • By Phone: You can reach us directly at 07789 172327 to speak to a member of our team.

2. What to Include
   When making a complaint, please provide the following details to help us investigate your concerns efficiently:

   • Your name and contact information.
   • A clear description of the issue.
   • Relevant dates, times, or other specifics related to the service provided.
   • Any supporting documents or photos, if applicable.

3. What Happens Next

   • We will acknowledge your complaint within 2 calendar days of receiving it.
   • A member of our team will investigate the issue and aim to provide a full response within 10 calendar days. If further time is needed, we will keep you informed of progress.
   • If we need some more time to investigate and manage a complaint (e.g because it involves another party), we will agree an alternative response deadline with you.

   • In all cases we will provide a final decision on a complaint within 56 days of receiving it, unless we have previously agreed a later deadline with you.

4. Resolution

• Once we have reviewed your complaint, we will communicate our findings and explain any actions we are taking to resolve the issue.
• If you are not satisfied with our final decision, or if we exceed the response timescales, you may refer your complaint to the APPCC for informal arbitration or mediation. 

We will liase at your request, with anyone acting formally on your behalf (e.g. Trading Standards or Citizens Advice).  

We will maintain a log of all complaints, including a record of all contact with complaints.

Our Commitment to Improvement

We value all feedback and use complaints as an opportunity to improve our services. Your trust is important to us, and we are dedicated to ensuring that all concerns are addressed with empathy and professionalism.

Thank you for giving us the opportunity to resolve your concerns.

As a member of the Association of Private Pet Cemeteries and Crematoria we follow the APPCC Code of Practice – please see their website www.appcc.org.uk.