Memoria Funerals aims to deliver first-class service and expert advice at all times. Sometimes, you may feel that we have not fully met these standards.
Contact
To make a complaint please contact us by
emailing us at: complaints@low-cost-funeral.co.uk
Call us on: tel:0800 007 3921
Write to us: FAO Complaints Department
123 Memorial Way,
Compassion Street,
London,
SW1A 1AA
Process
We take all complaints seriously and will deal with your concerns in the following manner;
- We acknowledge complaints immediately and provide a copy of our procedures.
- For oral complaints, a written acknowledgement explains our understanding.
- We forward relevant parts of your complaint to any responsible firm and confirm actions in writing. The confirmation includes details of the firm involved.
- We resolve complaints quickly and provide a written summary of findings once the resolution satisfies you. If you remain dissatisfied after receiving this letter, you may refer the issue to the Financial Ombudsman Service (FOS) who can be contacted at: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR, Telephone 0800 0234 567 or www.financial-ombudsman.org.uk. Additionally, you receive a copy of the Financial Ombudsman Service leaflet, ‘Your complaint and the ombudsman’.
- If resolving your complaint takes longer than expected, we provide regular progress updates.
- The Final Decision Letter is issued within eight weeks. If more time is necessary, we update you regularly.
- If our investigation continues after 8 weeks, we send you written confirmation and explain why we have not completed it. We will also give you an indication when you can next expect contact from us and a copy of the FOS’s leaflet above.
- At this stage, you may refer your complaint to the Financial Ombudsman Service (see details above).
- The investigation continues until we send the Final Decision Letter.
- After upholding a complaint, we provide fair compensation once you accept our decision.
- If you are not satisfied with the outcome of your complaint, you can refer the matter to the FOS at the above address. Please note you must refer the matter to them within 6 months of the date of our Final Decision Letter. Further details about this will be confirmed in the FOS’s leaflet.
- We consider the matter closed once we issue the Final Decision Letter or you accept our earlier response.
Funeral complaints:
At Memoria Funerals we are committed to providing you with a high standard, quality service. Sometimes our service does not meet your expectations, and we welcome your feedback to improve. Please share your comments if any aspect of our service does not meet your expectations. Our team works diligently to resolve any issues. Continuous improvement of our standards, guided by your feedback, helps us provide the best service possible. If you do have any concerns, it may be helpful to contact the colleague who has been overseeing your arrangement as they may be able to offer a resolution. Please note that we promptly address any concern in strict confidence and carry out a full investigation. At no time does your grievance affect how our colleagues treat you. To make a formal complaint, please contact:
Telephone: 0800 007 3921 Monday-Friday 8:00 AM – 6:00 PM
Email address: complaints@low-cost-funeral.co.uk
Or write to: FAO Management Team, Memoria Funerals, 123 Memorial Way, Compassion Street, London, SW1A 1AA
On receipt of your complaint:
- Upon receiving your complaint, you will receive written acknowledgement as soon as possible.
- A team member contacts you directly and addresses your concerns.
- We log your complaint.
- Our complaints team investigates your complaint promptly and thoroughly. This usually entails talking to colleagues you have contacted.
- The team aims to resolve your complaint.
- We send a written response to your complaint within eight weeks of sending the acknowledgement letter.
