Complaint Procedure

At B. Gibbs Funeral Services Limited, we are committed to providing the highest possible standard of care and service to the families we support. However, we recognise that, on occasion, concerns may arise or mistakes may be made. If this happens, you may wish to make a complaint or provide feedback about the service you have received.
We encourage you to let us know of any concerns as soon as possible so that we can do our best to put matters right. We welcome all feedback, whether positive or negative, and are committed to using it constructively to help us continually improve the service we provide.We aim to deal with all complaints promptly, fairly and sensitively, with any decision reached following a full and careful investigation of the circumstances.
If you wish to complainIn the first instance, if you have any questions or concerns, speak to us as we may be able to answer any queries you have directly.If you decide you’d like to make a formal complaint, you can do this in a number of ways:
• Telephone: 01460 66100• Email: ku.oc.secivreslarenufsbbigb%40drahc
Or write to us at the following address:B. Gibbs Funeral Services LimitedThe Manse28 Fore StreetChardTA20 1PT
Complaints process
• AcknowledgeDepending on how your complaint is received, it will be acknowledged by the end of the next working day. 
• InvestigateBased on the level of the complaint, we will usually conduct an investigation to get to the root cause of the problem. This will allow us to answer your complaint to the best of our ability.
• ResolutionWe hope to resolve complaints within 14 working days, although depending on the complexity, this may be longer.
Alternative Dispute ResolutionAs proud members of the National Association of Funeral Directors (NAFD) we are able to offer an independent complaints procedure to our clients if they feel that it is necessary to take their concerns further. 
Once resolved, if you are still dissatisfied, you can contact NAFD Resolve which offers an independent funeral consumer complaints service. NAFD Resolve is the independent funeral complaints service. It’s free, easy to use and covers 4,100 UK funeral homes that are members of the National Association of Funeral Directors. It is fully funded by the NAFD, with conciliation and adjudication services provided by qualified professionals from the Centre for Effective Dispute Resolution (CEDR).
You can make a complaint via the online complaint form on the complaints section of the website: nafd.org.uk or call them on 0121 711 1636 or email via .ku.gro.dfan%40evloser