Effective Date: 1st March 2025

Policy Statement
Rainbow Bridge Pet Crematorium Ltd, trading as Rainbow Bridge Pet Funerals, is committed to providing the highest quality of care and service in all aspects of our work. We understand that, on rare occasions, our clients may feel disappointed or dissatisfied, and we take all complaints seriously. This Complaints Policy sets out how we will handle complaints in a fair, open, and timely manner.

Our Commitment
We are committed to:

• Acknowledging receipt of complaints promptly and professionally.
• Treating all complainants with respect, courtesy, and compassion.
• Investigating complaints thoroughly, objectively, and confidentially.
• Communicating clearly and regularly about the progress and outcome.
• Learning from complaints to improve services and prevent recurrence.
• Complying with relevant legal and regulatory requirements.

Who This Policy Applies To
This policy applies to:

• Clients of Rainbow Bridge Pet Funerals.
• Families and representatives acting on behalf of a client.
• Referrers or third parties with a legitimate interest in services provided.

What Is a Complaint?
A complaint is any expression of dissatisfaction with:

• The standard of service received.
• Delays or failures in communication.
• Staff conduct or behaviour.
• Any aspect of our services that falls below reasonable expectations.

How to Make a Complaint
Complaints can be made by:
Email: help@rainbowbridgepetfunerals.co.uk

Post:
Rainbow Bridge Pet Crematorium Ltd
Unit 17 Spring Street Business Park
Spring Street
Bolton
BL3 6EH

When making a complaint, please provide:

• Your name and contact details.
• Details of the complaint (what happened, when, who was involved).
• Copies of any supporting information or correspondence.

Our Complaints Process

• Acknowledgement: We will acknowledge your complaint within 3 working days of receipt.
• Investigation: A senior team member will conduct a full review of the issues raised.
• Response: You will receive a written response outlining the findings, any actions taken, and proposed resolutions within 21 calendar days of acknowledgement.
• Appeal:If you are not satisfied with the outcome, you may request a further review by a Director.

Escalation and Further Rights
If your complaint is about a regulated aspect of our service and remains unresolved, you may escalate through relevant regulatory or oversight bodies where applicable.

Monitoring and Review
We will:

• Record and monitor all complaints and outcomes.
• Regularly review complaints to identify trends and learning opportunities.
• Update this Complaints Policy as needed to reflect good practice or legal requirements.

Contact for Queries
If you have any questions about this policy or the complaints process, please contact us at:
Email: help@rainbowbridgepetfunerals.co.uk