Complaints

There are three stages to our complaints procedure.

1. What do I do if I am unhappy with your service?

Tell a member of staff who works in the service area that you wish to make a complaint about. You can make your complaint to the Crematorium Office in person, by telephone or in writing.

We will let you know that we have received your complaint within two working days.

A member of the Crematorium Office staff will investigate your complaint and reply within 10 working days.

If you are still unhappy, we will tell you how you can appeal.

2. How can I appeal?

If you are unhappy with the reply from the Crematorium Office, you can appeal to the Crematorium Manager. We will let you know that we have received your complaint within two working days.

The Crematorium Manager will investigate and reply to you within 10 working days.

If you are unhappy, we will tell you how you can appeal to the Clerk to the Board.

3. What if I am still unhappy?

The Clerk to the Board will investigate your complaint and bring the matter to the attention of the Board. The Clerk to the Board will let you know that we have received your complaint within two working days and send a report of the investigation within 25 working days.

For this appeal you should contact

The Clerk to the Board
South West Middlesex Crematorium
Hounslow Road
Hanworth, Feltham
Middlesex TW13 5JH

Local Government Ombudsman

We will try our best to solve you problem, but if you are still unhappy you can complain to the Local Government Ombudsman. The Ombudsman is independent and can investigate to see if we have acted unfairly or if you have been caused an injustice. You can complain directly to the Ombudsman at any time, but the Ombudsman will normally ask you to complete all three stages of our complaints procedure before looking at your complaint.

You can get a booklet about the Ombudsman from:

The Local Government Ombudsman
The Commission for Local Administration in England
Millbank Tower
Millbank
London SW1P 4QP

Tel: 020 7217 4620
Fax: 020 7217 4621
Web: www.lgo.org.uk

How do you make sure everyone is treated fairly?

We want to make sure that everyone can use our complaints system and that we treat you fairly when making a complaint about us.

If part of your complaint is about equal opportunities or discrimination, please tell us. We will make sure this is investigated.

What do you do with the information I provide?

The Board respects your privacy and we will make sure that it protects your personal information. Any such information that you provide as part of your complaint will only be used by the Board to:

  • help address and resolve your concerns;
  • check whether our service and complaints procedures are equally accessible to every member of the community; and
  • improve our complaints procedure.
South West Middlesex Crematorium . Hounslow Road . Hanworth . Feltham . Middlesex . TW13 5JH . Tel: 020 8894 9001 . click to email us >