Complaints procedure

We aim to ensure that:

• Making a complaint is as easy as possible and we treat your complaint seriously
• We deal with your complaint promptly and in confidence
• We learn from complaints and use them to review and improve our service.

A complaint is when you tell us you are not happy about any part of the service and/or the products we provide.

If you wish to make a complaint you can contact our General Manager, Mrs Sarah Butson, in any of the ways listed below:

By email:
sarah@grandfieldandson.co.uk

In writing to:
Grandfield and Son
Keenthorne
Nether Stowey
Bridgwater
TA5 1HZ

By phone:
01278 732 219

In person (by appointment only) at:
Grandfield and Son
Keenthorne
Nether Stowey
Bridgwater
TA5 1HZ

Your complaint will be acknowledged within 3 days and fully investigated within 5 working days.

Please be advised that we will only accept complaints from the client (this is the person who arranged the funeral and entered into a contract with ourselves) and within [date] of when the funeral was arranged.

If you are still unhappy with our response you can contact The National Society of Allied & Independent Funeral Directors (SAIF) in any of the ways listed below:

By email:
standards@saif.org.uk

In writing to:
The National Society of Allied and Independent Funeral Directors
SAIF Business Centre 3
Bullfields
Sawbridgeworth
Herts CM21 9DB

By phone:
0845 230 6777 or 01279 726 777

By fax:
01279 726 300

Your complaint will be acknowledged within 7 days then fully investigated.

Please note that The National Society of Allied and Independent Funeral Directors (SAIF) will not investigate a complaint unless the internal complaints procedure of the Funeral Directors has been exhausted.

For SAIF’s Complaint Policy please visit https://saif.org.uk/about-saif/complaints