Purpose of this Policy
C McGough and Sons are committed to providing a high standard of care and service to our clients and their families. However, we recognise that sometimes things can go wrong. This policy explains how we handle complaints, how you can raise concerns, and what you can expect from us during the process.
Our Commitment
- We will treat all complaints seriously and handle them with fairness, respect, and confidentiality.
- We will acknowledge complaints promptly, investigate thoroughly, and respond within agreed timeframes.
- We will aim to resolve issues quickly and amicably.
- We will use complaints as an opportunity to improve our services.
Who Can Complain?
Any person who has used our services or is directly affected by them can make a complaint.
How to Make a Complaint
You can make a complaint in any of the following ways:
- In Writing: C McGough and Sons, 79 Roundwell Street, Tunstall,
- Stoke on Trent, ST6 5AW
- By Email: Tim@cmcgoughandsons.co.uk
- By Phone: 01782 834300
- In Person: Please ask to speak to Mr Tim McGough
Please include:
- Your name and contact details
- Details of the complaint (what happened, when, and where)
- What outcome you are seeking
- What Happens Next?
- Acknowledgement: We will acknowledge your complaint within 5 working days.
- Investigation: A senior member of staff (usually the Funeral Director or Manager) will investigate your complaint.
- Response: We will aim to provide a full written response within 28 days. If we need more time, we will keep you informed.