Complaints policy
A clear, respectful way to raise concerns and seek a fair resolution.
Start a conversation
We aim to handle concerns promptly, respectfully and fairly.
Our commitment
Families and funeral directors should feel able to raise a concern without hesitation. We aim to listen respectfully, protect confidentiality and resolve concerns fairly, without adding to anyone’s distress.
How to raise a concern
Please email hello@thelightwithinceremonies.com or telephone 07977 564358. Explain what happened, when, the outcome you would like and how best to contact you. You may ask someone to communicate on your behalf.
What happens next
We aim to acknowledge written complaints within three working days, investigate the circumstances fairly and aim to provide a substantive response within ten working days. If additional time is needed, we will explain why and give an updated date. These are our intended response times; we will explain any delay.
Possible outcomes
Depending on the circumstances, this may include an explanation, apology, correction, practical remedy, fee review or steps to prevent recurrence. We will record the concern and resolution proportionately and handle personal information under our privacy notice.
Escalation
As an independent sole trader, complaints are reviewed by Dimal Patel rather than an independent internal appeals team. If a matter cannot be resolved, we will explain any relevant external options; no ombudsman affiliation is implied. Privacy concerns may also be referred to the ICO. Nothing in this policy limits statutory consumer rights.
Safeguarding concerns
Where a child or adult may be at immediate risk, contact emergency services on 999. Safeguarding concerns will be addressed under the relevant safeguarding procedure and referred to statutory services where appropriate.