It is important to us that we provide the right guidance, support and care at your time of need. Please help us to do this by letting us know at any point if you require further information or advice. We welcome thoughts on how we can improve our services and ask that you let us know if you have any concerns so that we can address them accordingly.

Despite our best efforts and intentions there will be times when we fall short of expectation. It is important to us that every complaint no matter the severity is brought to our attention, as it is a fundamental way to continually improve and evolve our service to our clients and the community at large.

Initial Complaint:
Please address your complaint to the Funeral Director’s main office or our designated complaints
contact as below:
T. Cribb & Sons
Accounts Office
176 St Mary’s Lane
Upminster
Essex
RM14 3BT

Email: complaints@tcribb.co.uk

Please provide clear details of the complaint, including the nature of the issue, the date, and any relevant supporting documentation. Please also include your contact information for correspondence.

Acknowledgement:

Upon receiving the complaint, we will send an acknowledgement letter or email within five working days to confirm receipt. The acknowledgement will include the name and contact details of the person responsible for handling the complaint.

Investigation:

The designated person will thoroughly investigate the complaint, considering all relevant facts and documentation. The investigation process may involve consulting relevant staff members, reviewing records, and gathering additional information if necessary. We aim to complete the investigation within 21 working days.

Response:

Following the investigation, we will provide a written response outlining the findings and any proposed resolution or action. The response will be sent within 28 working days from the date of the initial complaint unless there are exceptional circumstances.

External Mediation or Arbitration:

You may also refer your complaint to our trade associations to seek further recourse if you are not satisfied with our response:
The Society of Allied & Independent Funeral Directors (S.A.I.F) phone 0345 230 6777 or email standards@saif.org.uk National Association of Funeral Directors (N.A.F.D) phone 0121 711 1636 or email complaints@nafd.org.uk