Complaints Procedure

Complaints Procedure

Our commitment to clients

We aim to ensure that:

  • Making a complaint is as easy as possible and we treat your complaint seriously
  • We deal with your complaint promptly and in confidence
  • We learn from complaints and use them to review and improve our service.

What is a complaint?

A complaint is when you tell us you are not happy about any part of the service and/or the products we provide.

How to make a complaint

If you wish to make a complaint you can contact Mr. Aan Sigley, in any of the ways listed below:

  • By email: office@jpkeates.co.uk
  • In writing to: J. P. Keates and Son, Bank House, 37 Bank Street, Cheadle, Staffordshire, ST10 1NR
  • By phone: 01538 752164
  • In person (by appointment only) at: J. P. Keates and Son, Bank House, 37 Bank Street, Cheadle, Staffordshire, ST10 1NR

Your complaint will be acknowledged within 3 days and fully investigated within 5 working days.

If you are still unhappy

If you are still unhappy with our response you can contact The National Society of Allied & Independent Funeral Directors (SAIF) in any of the ways listed below, quoting our membership number 655:

  • By email: info@saif.org.uk
  • In writing to: The National Society of Allied and Independent Funeral Directors, SAIF Business Centre, 3 Bullfields, Sawbridgeworth, Herts, CM21 9DB
  • By phone: 0845 230 6777 or 01279 726 777
  • By fax: 01279 726 300

Your complaint will be acknowledged within 7 days then fully investigated. Timescale for findings and final response will vary depending on each individual case and investigation.

Please note that The National Society of Allied and Independent Funeral Directors (SAIF) will not investigate a complaint unless the internal complaints procedure of the Funeral Directors has been exhausted.

If you are still unhappy after SAIF’s decision

If you are still unhappy with the response and final decision of The National Society of Allied and Independent Funeral Directors (SAIF) you can request that your complaint be referred to The Independent Funeral Directors Arbitration Scheme. For more information and to download a leaflet about the scheme please visit www.saif.org.uk.