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Complaints

Lincolnshire Co-operative Funeral Services is committed to providing “A Valued Service from Caring Professionals”, through working in an open and accountable way. One of the ways in which we can continue to improve our services is by listening to and responding positively to the views of our clients and other stakeholders, including their concerns and complaints about our services or invoicing. This also includes complaints made about the services of a third-party sub-contractor operating on or for our behalf.

Stage 1

In the first instance, if your complaint has not been resolved to your satisfaction informally, you should write to the member of staff who dealt with you, or their supervisor, so that he or she has a chance to put things right. In your letter you should set out the details of your complaint, the consequences for you as a result and the remedy you are seeking. Your complaint should be acknowledged within 4 working days of receipt. You should then get a full response and explanation within 15 working days. LCFS's aim is to resolve all matters as quickly as possible. However, some issues will be more complex and therefore may require longer to be fully investigated. Consequently, timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter and when a full reply can be expected and from whom. Our contact details can be found on the Society’s website www.lincolnshire.coop/funeral or by enquiring at any of our funeral homes.

Stage 2

If you are not satisfied with the initial response to the complaint you have made, then you have the option of writing to the Society’s Head of Funeral Services, who will either review the complaint personally or nominate an appropriate member of the Society’s Leadership Team to do this on his behalf. The Head of Funeral Services is located at Lincolnshire Co-operative Funeral Services, Tritton Road, Lincoln LN6 7QY, tel. (01522) 534971, or e-mail: funeralservices@lincolnshire.coop

Final Stage

Where all reasonable efforts to resolve the complaint within LCFS have been exhausted, or in extreme cases where either the complainant or LCFS consider the matter to be more appropriately handled externally; the following professional bodies may be referred to, giving the details of the complaint in writing:

Funerals: National Association of Funeral Directors - www.nafd.org.uk

Funeral Plans: Funeral Planning Authority - www.funeralplanningauthority.com

Memorial Masonry: National Association of Memorial Masons - www.namm.org.uk

Crematorium: Institute of Cemetery and Crematorium Management – www.iccm-uk.com

Lincolnshire Co-operative Funeral Services is bound by the ruling of any of these trade organisations as a condition of its membership or registration with them.

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