How to complain
How to raise a problem with us, who reads it, and what happens next.
This is our complaints procedure. It is for anyone who has arranged a funeral with us, and for anyone acting on their behalf.
1. Tell us, in writing
Write to Gavin Reynolds, Managing Director. He reads complaints himself. Post it to 78 Sea Road, Fulwell, Sunderland, SR6 9DB, or email info@grfunerals.co.uk and put “Complaint” in the subject line.
Tell us what happened, when, and what you want us to do about it. If it is easier to ring first, ring 0191 548 7000 and we will take it from there.
2. What we do with it
We answer as quickly as we can. We aim to come back to you within 24 hours on a working day.
We aim to send our full answer in writing within 5 to 10 working days. If we need longer to look into something, we tell you that, and we tell you when you will hear from us.
3. If our answer is not good enough
Say so, and we will offer you a meeting. We get everyone involved round the same table and work out how to put it right.
4. Taking it further
If we cannot put things right ourselves, you can take your complaint to the National Association of Funeral Directors, which we are a member of. Complaints from families who arranged a funeral with a member firm are handled through NAFD Resolve.
You start by completing NAFD’s complaint form, which is linked from their professional standards page at nafd.org.uk/professional-standards.
Whichever route you take, you can always ring us: 0191 548 7000, or email info@grfunerals.co.uk.
