Complaints Procedure

As an established independent family funeral director we set ourselves extremely high standards when providing our care and services to the bereaved. Throughout we are committed to be open and transparent across all aspects of our business.

Our aim is to offer the highest possible standard of service however, we recognise that on occasion unintentional mistakes can happen which will cause a complaint to be made.

We encourage you to speak to us first to allow us to establish the detail and circumstances of your complaint. Working with you we will endeavour to resolve the matter as quickly as possible.

You can complain to us in the following ways:

  • In person: Please visit your local funeral home

  • By telephone: 01543 502322

  • By email: sellmans@ajsellman.com

  • By Post: 70 Church Street Cannock WS11 1DH

    We are members of The National Society of Allied and Independent Funeral Directors (SAIF). You have the right to complain to SAIF’s Professional Standards Committee to use their free dispute resolution service at any time. This can be viewed at: https://saif.org.uk/about-saif/complaints/

    We have a four stage complaints process:

  • Stage 1: Acknowledgement – we aim to do this by email or post within five working days

  • Stage 2: Investigation – we will get as much information as possible to fully understand the complaint and start an investigation

  • Stage 3: Discussion and resolution – twenty working days

  • Stage 4: Appeal – If our proposed resolution is not accepted we will review the Appeal and communicate our final response. We will also provide details of SAIF’s Dispute Resolution service.

    All complaints received will handled in accordance with the General Data Protection Regulation and the Data Protection Act 2018