COMPLAINTS PROCEDURE

We are extremely sorry if you have a complaint about our funeral planning service, however should this be the case please follow the simple steps below:

 

Please tell us what is wrong so we can put it right

We want to resolve your complaint as fast as possible therefore please:

  • Telephone us on 1300 236 402

or

We aim to resolve your complaint the same working day that we are notified about it. If for any reason we are not able to resolve your complaint within 1 working day we will keep you updated on our progress and tell you how and when your complaint has been resolved.

 

Escalation

We take pride in the customer service we provide however if you are not happy in the way that your complaint has been managed please let us know so this can be escalated and your complaint investigated.

In such circumstances, a detailed investigation into your complaint will commence which can take up to 28 days – within this time we will keep you updated on our progress and tell you the outcome of our investigation when it has been completed.

 

Alternative Dispute Resolution

If for any reason you are not happy with the outcome of a detailed investigation into your complaint you can request an independent organisation to look into your problem and try and find a solution.

For information on independent alternative dispute resolution organisations please Contact Us and we will be happy to provide you with the necessary information required.

Alternative dispute resolution services are free for you, the consumer, to use.

Please note that if you have a complaint about a funeral director you will need to contact them directly. Click here for more information.