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Bereavement Customer Charter

 

Standards you can expect from your Bereavement  Service

Setting out the standards of service you can expect from us and our commitment to excellent service.

  1. We are members of the Charter for the Bereaved and follow the Institute of Cemetery and Crematorium Management Guiding Principles for Burial and Cremation. Copies of these can be obtained from the Bereavement Services Office.
  2. Our staff will at all times treat users of the service with courtesy and respect. 
  3. We will respond to all letters e-mails or other requests for information within ten working days. In responding to you, we will always give full contact details of a named officer in case you need to follow up your enquiry.
  4. We aim to answer all telephone calls from you within 5 rings.  
  5. If we cannot always give you an answer on the spot, we aim to respond to complaints you make about our services within 4 working days and will regularly keep in touch with you regarding progress. 
  6. Any feedback we receive from you is important to us. We value your comments, which are used to make improvements to the service we provide you.
  7. If you are not happy with the service we have provided, you have a right to make a complaint.  We will inform you of what you need to do in such cases.

A Commitment to Mutual Respect.

You have the right to expect the best service from us and we will endeavour to provide that service with respect and dignity. In return we ask the same from you.

Where a member of the public has been abusive either on the telephone or face to face, staff will politely but firmly close the conversation and inform their line manager.

The Council cannot solve every problem all of the time, but will strive to ensure that the customer is comfortable with the service they have received and with the ‘next action’.

 

Meeting the Diverse Needs of Our Customers.

We will treat all people fairly, whatever their age, sexual orientation, religious belief, disability, gender or race. Everyone will have equal access to our service.

Where specific assistance is needed, e.g. hearing loops, assistance with reading or translation requirements, we will endeavour to provide the required assistance.

 

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Related Information

 

Postal Address Registration Services,
Town Hall, Bourne Avenue, Bournemouth, Dorset
BH2 6EB
Telephone 01202 454945
Fax 01202 454950
Email Registrars