Complaints Policy

Our commitment to clients’


We aim to ensure that:

• Making a complaint is as easy as possible.
• 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.

Who can complain?

Anyone who is:

• Receiving a service from R. Locke & Son.
• Caring for someone who is receiving a service from R. Locke & Son and has a complaint.

How to make a complaint

R. Locke & Son would like to resolve any complaint as soon as possible. Many complaints can be resolved informally.

In the first instance contact the Funeral Director who is working with you, who will try to sort the matter out.

If you are not satisfied or do not wish an informal solution, you may wish to speak with our Director , George Locke to pursue a formal complaint.

If you wish to make a formal complaint, you can contact our Director Mr George Locke, in any of the ways listed below:

In person (by appointment only) at:

R. Locke & Son
Caution Corner, Brailes, OX15 5AZ

R. Locke & Son
Southam Street, Kineton, CV35 0JN

R.Locke & Son
20 Church Street, Shipston, CV36 4AP

R. Locke & Son
No 6 The Precinct, Wellesbourne, CV35 9NL

By email:
george@rlockeandson.co.uk

In writing to:
R. Locke & Son, Caution Corner, Brailes OX15 5AZ

By phone:
01608 685274

Your complaint will be acknowledged within 3 working 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: 2336

SAIF has been approved as a Consumer ADR Body for the purposes of the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015


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

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 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 leaflet of the scheme please visit www.saif.org.uk