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Our Guide to Complaints

 

Complaints Procedure

At John H Glen and Son, we are committed to providing exceptional care and service to the families we serve. However, we acknowledge that sometimes issues may arise, and mistakes can occur. If you are dissatisfied with our services, we encourage you to let us know as soon as possible so we can address and rectify the issue promptly.

We value all feedback, whether positive or negative, and use it constructively to continuously enhance our services. Our goal is to handle all complaints promptly and fairly, ensuring decisions are based on thorough investigations of the circumstances.

 

If You Wish to Complain

If you have any questions or concerns, please speak to a member of our team who may be able to address your queries directly. If you prefer to make a formal complaint, you can do so through the following methods:

 

Complaints Process

Acknowledge
We will acknowledge your complaint by the end of the next working day, depending on how it was received.

Investigate
We will conduct an investigation based on the severity of the complaint to identify the root cause and provide a comprehensive response.

Resolution
We aim to resolve complaints within 14 working days. However, the timeframe may be longer depending on the complexity of the issue.

 

Alternative Dispute Resolution

If you remain dissatisfied after our resolution, you can contact NAFD Resolve, an independent funeral consumer complaints service. NAFD Resolve covers 4,100 UK funeral homes that are members of the National Association of Funeral Directors. This service, funded by the NAFD, offers free, professional conciliation and adjudication services through the Centre for Effective Dispute Resolution (CEDR).

To make a complaint, you can fill out the online complaint form available in the complaints section of their website: nafd.org.uk.

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