FAQs
How can we help you?
Below is a list of commonly asked questions.
If you cannot find the answer to your question or would like further information please contact us by phone, email or please come and visit us.
1 Who do I speak to if I have a query or complaint?
At Whitley Brook Pet & Equine Crematorium, we aim to provide the highest standards of care and it is so very important to us that we act with professionalism, compassion and understanding. However, if you feel we have not done so we would like to hear from you.
Firstly, contact the person you originally dealt with, as they may be able to clear up any misunderstanding. If you remain dissatisfied, you may wish to raise a formal complaint addressing it to the General Manager. You can do this by e-mail, telephone or you can put your complaint in writing.
We have a formal complaints policy, and we will:
- Acknowledge receipt of your complaint
- Advise you of the next steps within an agreed timeframe
- Fully investigate your complaint
- Reply confirming our findings and explain what action we will take, if appropriate
2 I would like to say thank you. Can I provide feedback?
We welcome all comments and feedback and would love to hear from you if you think we are doing something right. We receive many thank you letters and we ask that you share any words of kindness on our Facebook page so other bereaved pet owners can take comfort from others who have lost a pet.
If you have any suggestion on how we can improve our services for other bereaved pet owners we would love to hear from you by phone, email or in writing. Your feedback is so important in helping us to offer the very best care.
3 How long do we keep personal data and individual cremation records for?
Under General Data Protection Regulation (GDPR) personal data must be kept “no longer than is necessary for the purposes for which the personal data are processed”.
Individual Cremation Records - Our retention policy is to retain information for up to two years after the date of your pet’s cremation. If your pet was individually cremated you will have received a record of your pet’s cremation in the form of an Individual Cremation Certificate. This is a unique document and we recommend that you keep this certificate in a safe place. Some people copy the certificate (i.e. digital or photo copy) for safe keeping.
Online accounts – If you have purchased online, our retention policy is to retain account information for up to two years after the last time the account was logged into and active. If you created an online account to manage online pet memorial(s), your account will remain active until such time the account is deleted by yourself, or if the service is withdrawn.
For further information on GDPR please read our Privacy Policy.
