Complaints

How we will handle your complaint

When you contact us, a member of our team will listen carefully to your concerns and do their best to help. Many concerns can be resolved quickly. Where we need more time to understand what has happened, we aim to respond within 10 working days. If we need longer, we will let you know, explain the next steps and tell you when you can expect to hear from us.

We will consider your concerns carefully, review the circumstances and speak with the those involved where appropriate. We will keep you informed and respond openly and honestly about what we have found and what we can do to put things right.

If you are unhappy with our response, please let us know. We will make sure your concerns are reviewed by an appropriate senior colleague who has not previously been involved, providing a fresh and impartial review.

To help us understand your concerns, it is useful to provide:

• your name and your contact details, and where you work if relevant
• what happened and when
• any response you have already received
• what you remain unhappy about
• what you would like us to consider doing to put things right

You can contact the crematorium involved directly or contact us by email at [email protected] or in writing to Complaints, Anima Care Ltd, C/O Facultatieve Technologies Ltd, Moor Road, Leeds, England LS10 2DD.

How we can support you and accessibility

If you need help making your complaint, please let us know. We want our complaints process to be accessible and straightforward for everyone and will make reasonable adjustments to support your needs.

This may include providing information in an alternative format or communicating with you in a different way. Please tell us what would make the process easier for you, and we will do our best to help.