Complaints Policy

At Parkgrove Funeral Directors, we are committed to providing a high standard of service to all our clients. We understand that, on occasion, there may be aspects of our service that do not meet your expectations. We take all complaints seriously and are dedicated to resolving any issues promptly, fairly, and in accordance with the Scottish Government Code of Practice for Funeral Directors.

How to Make a Complaint

If you have a concern or wish to make a complaint, you can do so by following these steps:

1. Contact Us Directly

   • Email: Contact@infoparkgrovedirect.co.uk

   • Phone: 01241 826035

   • Address: Parkgrove Funeral Directors, Douglasmuir, Friockheim, Scotland, DD11 4UN

   Please provide as much detail as possible about your complaint, including the nature of the issue, relevant dates, and any supporting documentation.

2. Our Response

   • We will acknowledge your complaint within 3 working days of receipt.

   • A thorough investigation will be conducted, and we aim to provide a full response within 14 working days. If, for any reason, we are unable to meet this timeframe, we will inform you of the delay and provide an estimated response time.

3. Resolution

   • If your complaint is upheld, we will take appropriate action to resolve the issue and prevent a recurrence. This may include an apology, corrective action, or compensation where applicable.

   • If you are not satisfied with the outcome of your complaint, we encourage you to discuss your concerns further with us. We will make every effort to address your dissatisfaction.

Escalating Your Complaint

If you are not satisfied with our response, or if you prefer to direct your complaint to an independent body, you may choose to contact the Inspector of Crematoria and Funeral Directors for Scotland.

Contact Details:

• Inspector of Crematoria and Funeral Directors for Scotland

• Address: 4th Floor, 1 Atlantic Quay, 45 Robertson Street, Glasgow, G2 8JB

• Email: Funeral.Director@gov.scot

• Phone: 0300 244 4000

The Inspectorate is responsible for ensuring that funeral directors comply with the relevant legislation and standards in Scotland. They can provide an independent review of your complaint and take further action if necessary.

Your Rights

As a client, you have the right to expect a professional and respectful service. Our Complaints Policy is in place to ensure that any issues are dealt with transparently and fairly. We are committed to continuously improving our services based on the feedback we receive.

Thank you for entrusting Parkgrove Funeral Directors with your funeral arrangements. We value your feedback and are here to support you through this process.