How to complain

Most complaints can be easily sorted out by talking the matter over with a member of staff from the office. This can be done in person, by telephone on 020 8337 4835 or by email to nesc.office@enablelc.org

Stage 1

If you need to make a formal complaint on any matter please address that complaint in the first instance to the Bereavement Services Manager, North East Surrey Crematorium. Your complaint will be acknowledged within 5 working days and once appropriate investigation has been made a written response will sent to you within 10 working days.

Stage 2

If you are not happy with the Bereavement Services Manager’s response or the way in which it has been dealt with, please write to The Surveyor to the North East Surrey Crematorium Board and he will acknowledge your complaint within 5 working days and a written response will sent to you within 10 working days.

Stage 3

Should you not be satisfied with the responses from the two stages above then you may write to the Clerk to the North East Surrey Crematorium Board. The Clerk will acknowledge your complaint within 5 working days. The clerk will refer your complaint to a Panel comprising of at least two elected Members of the Board. The Panel will consider your complaint and provide a formal response on behalf of the Board. The Clerk will let you know what procedure the Panel propose to adopt in considering your complaint.

As the board is a public sector organisation closely associated with local government, you can, if you are still not satisfied, take your complaint to the Local Government Ombudsman, The Ombudsman is an independent person who can be contacted at:

The Oaks No.2
Westwood Way
Westwood Business Park
Coventry CV4 8JB
Telephone: 02476 820000