At WS Taylor & Sons we respect our clients wishes, we listen and help them say their final goodbyes to their family members and loved ones in their own way. We also expect our clients to respect our employees who have the right to work in a safe environment, free from abuse, discrimination or harm caused by others.
There are a range of behaviour types that we consider as unacceptable such as:
- Unreasonable Demands and;
- Aggressive or abusive behaviour.
1. Unreasonable Demands
What we class as an unreasonable demand will depend on the circumstances and the seriousness of the issue or if the demand is deemed as discrimination. If this is the case, we may;
- Discuss the demand and consider a suitable way to proceed.
- Restrict contact between the client and nominated Funeral Director only.
- Discuss arrangements by appointment only.
- Inform the client we are unable to continue with our services in order to protect our employees and colleagues.
2. Family Disputes
While we understand that family disputes arise from time to time, we must remain in a professional manner. We are committed to giving our clients the best service we can offer, therefore upon arrangements we will ask who is 'Our Client', that person will remain the nominated spokesperson for the family, and the only person we can accept requests, or changes in services from. While we agree with equal rights, we reserve our right to act as we consider appropriate during a family dispute or a dispute with third parties. It is not our role to participate in any personal disputes.
3. Aggressive or Abusive behaviour
Whilst we understand that the death of a loved one can cause pain and upset, which can cause unusual acts and emotions, such as anger. If this escalates into acts of anger or abuse towards our employees or colleagues, we consider that unacceptable. This behaviour can be any form of physical abuse of inappropriate language which may cause our staff to feel intimidated, threatened or offended. Where we consider a client to be acting in an inappropriate way, we may make a decision to;
- Inform the client that we consider the behaviour as unacceptable or unnecessary and ask them to stop
- Decline telephone calls, cancel appointments or scheduled meetings and terminate direct contact
- Notify the police (This will be the case for physical violence or threats)
- Inform clients that we are unable to conduct the Funeral Service in order to protect our employees and colleague
4. Taking Action
Prior to taking action, we will give the opportunity to our client to improve their behaviour within a resolution meeting.
5. Complaints
We will always try our best to avoid any conflict. However, if any client feels the need to raise a complaint they can ask to speak to the manager, or contact regarding their complaint. A copy of our complaints policy is always provided to the client during Funeral Arrangements.
- Email: funeralservices@foresthallfuneraldirectors.co.uk
- Post: Office Manager, WS Taylor & Sons Limited, 2-3 Meadowfield Terrace, Forest Hall, NE12 9ES
- Phone: (Asking to speak with the office manager) 0191 2709677
- Online Form: Please complete our online enquiry form including the subject 'Complaint
All complaints will be dealt with seriously and as a matter of urgency. They will be acknowledged within 3 working days however, investigation make take considerably longer.
We will only accept a complaint within 12 months of which the Funeral Service took place in order to be able to officially investigate and in which would deem as a matter of importance. However, if you feel that there are extenuating circumstances when you are unable to complain within the given time then please let us know.
