Chestnut Lodge Pet Crematorium and Pet Cemetery

Complaint Handling Procedure

We will handle any complaint speedily and effectively, in line with our commitments as a member of the Association of Private Pet Cemeteries and Crematoria (APPCC).

Please contact us with any concerns as soon as possible. If we cannot resolve a verbal complaint immediately, we will note down the details, ask you to confirm that these are correct, and then treat the complaint as if it had been made in writing.

We will acknowledge a written complaint within two calendar days of receiving it.

If not resolved on initial contact, we will provide a written response within 14 calendar days of receiving the complaint.

If we need more time to investigate and manage a complaint (e.g. because it involves another party), we will agree an alternative response deadline with you.

In all cases, we will provide a final decision on a complaint within 56 days of receiving it, unless we have previously agreed a later deadline with you.

If you are not satisfied with our final decision, or if we exceed the response timescales, you may refer your complaint to the APPCC for informal arbitration or mediation.

We will liaise, at your request, with anyone acting formally on your behalf (e.g. Trading Standards or Citizens Advice).

We will maintain a log of all complaints, including a record of all contact with complainants.

Please direct any complaints to:

Stephen Mayles
Chestnut Lodge Pet Crematorium & Pet Cemetery
Furnace Farm Road, Felbridge, East Grinstead, RH19 2PU
Telephone number : 01342 712976
E-mail address : ccdp@clpets.co.uk
Website address : www.clpets.co.uk
For more information on the APPCC please see the website https://appcc.org.uk.