I have a Complaint – What should I do?

Dignity is committed to delivering a high quality service to its clients, yet there may be occasions where a client may not be happy with the service they have received.

Our policy is to ensure that any complaint is treated fairly and sympathetically. We try to resolve these matters at a local level, quickly, with intervention of local management if required and would urge any client who is not satisfied, to raise any issues with the branch Manager.

Sometimes the client may feel more comfortable discussing their complaint with a person not directly attached to the branch office, so we also provide a means to do this.

If this is the case, we have a department dedicated to helping clients with any concerns they may have to please contact one of our Client Relation Officers at our Head Office:

Client Relations Department
4-10 King Edwards Court
King Edwards Square
Sutton Coldfield
West Midlands
B73 6AP

Tel: 0800 783 7171

Email: clientrelations@dignityuk.co.uk

Dignity takes every complaint seriously and aims to resolve your complaint within two weeks of receipt. On occasion it may take a little longer, however we will always keep you updated.

I am dissatisfied with the way my complaint has been handled. What should I do?

If at any time you are dissatisfied with the handling of a complaint, you should inform Dignity by writing to:

Client Relations Manager
King Edwards Court
4-10 King Edward’s Square
Sutton Coldfield
West Midlands
B73 6AP

If you are still dissatisfied, you can contact the National Association of Funeral Directors who offer a Funeral Arbitration Scheme.

The Funeral Arbitration Scheme is administered by the National Association of Funeral Directors (NAFD). Arbitration is provided by IDRS Ltd, a wholly owned subsidiary of the Centre for Effective Dispute Resolution.

Dignity is a member of the NAFD, and as a condition of membership, we are bound by the terms of the Association’s Code of Practice, which includes the requirement to participate in all and any cases of conciliation or arbitration. We are committed to abide by its rulings.

National Association of Funeral Directors
The Funeral Arbitration Scheme
618 Warwick Road
West Midlands
B91 1AA

Tel: 0121 711 1636

Email: fas@nafd.org.uk

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