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A Quiet Funeral How to Complain |
"Tis after death that we measure men" |
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| Funeral What to do first Non religious services Save a fortune Before it happens Make it personal How to complain Details Of mice & men Snippets
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Be sure that you really do have something to complain about before you act - it is very easy to lash out in anger as a grief reaction - the funeral services will have done their best to ensure your satisfaction. If the complaint is that something was not done that you asked for at the time of making any arrangements, do check any paperwork that you were given - make sure that your specific request was noted. Don't forget that you are dealing with a business here and they tend to be very good at winning legal battles. On the other hand, they do rather try to avoid any bad press...... See the person responsible/in charge, immediately or as soon as possible - before, after or even during the funeral. If it's a fairly minor matter, they may be able to rectify it on the spot. Make them aware of your dissatisfaction and the reason for it. Always get a response, and preferably a written one. A signed, dated, note on the back of a business card will do to start with. If you don't get the reaction that you want, demand to see their superior or manager. Do keep a written record of each stage of your complaint as it proceeds. Make sure that the company in question also responds in writing. There is an established procedure to be followed by all large and many small companies when dealing with customer complaints that will vary little from any one firm to another 1. The person responsible (either the funeral arranger or the funeral director) must first be given the opportunity to deal with the matter. 2. If agreement cannot be reached, the problem is passed upwards to a manager. If an amicable settlement at this level cannot be reached then the matter may be given to a central office or higher department.If the dispute reaches these levels, you should consider writing to any association or ruling body that the company belongs to - even the local Trading Standards Officer or the Office of Fair Trading. Keep records of everything and always have a witness present when in communication with the company. Never be afraid to pursue the matter. You may have laid out a lot of money on the funeral itself and you really do deserve to get what you expected. If, at this late stage, you have failed to reach an acceptable settlement, then you will best advised to seek the advice of a good solicitor. By now you should have been offered the services of an arbitrator anyway. You have a serious complaint - push for a satisfactory result.Top |
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