Grievance Procedure

Stage 1
If you feel the need to complain, do it 'on the spot'. If you cannot do this yourself, you may be able to use your ministers or funeral director as your advocate. If you fail to obtain a satisfactory response, move to the next stage.

Stage 2
Contact your Charter member, (Crewe Cemeteries and Crematorium Office, Market Close, Crewe Telephone 01270 212643) either by telephone or in writing and describe your grievance. If you fail to obtain a satisfactory response, move to the next stage.

Stage 3
Put your grievance in writing to the Charter Organiser, who will send an acknowledgement within seven days. Your grievance will be investigated by reference to your Charter Member or any other relevant person and a written reply will be sent to you within four weeks of the date of acknowledgement. Where the matter is urgent, the response will be immediate, either by telephone or fax.

Stage 4
If you continue to feel aggrieved, the Charter Organiser may offer to refer your complaint to an arbitrator. The arbitrator will be appointed by agreement with you.

Stage 5
Whether or not arbitration is agreed, if the matter relates to a Local Authority, you have the right to refer your grievance to the Local Government Ombudsman in England, Wales and Scotland. The Local Government Ombudsman can look into complaints only about actions taken by a Local Authority and that Authority should first have had the opportunity to investigate and respond to the complaint.

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Complaints Procedure

Stage 1
All formal complaints of any nature will be received and recorded in the 'Complaints Register'.

Stage 2
The complaint is then investigated by Cemetery and Crematorium Management.

Stage 3
Following investigation, the findings will be detailed in a 'Customer Complaint Report'.

Stage 4
If the complaint is justified, the appropriate action will be taken to prevent a reoccurrence.

Stage 5
You have a right to refer your complaint to the Local Government Ombudsman in England, Wales and Scotland, provided that the Council have had the opportunity to investigate and respond to your complaint.

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Direct Services - Cemeteries & Crematorium - Telephone 01270 212643