The whole process up to the return of my Dad’s ashes was very good.. however how I was treated following his cremation and the arrangement to get him back to me was very distressing. My husband and I took a short holiday following Dad’s cremation and the re- homing of his pets. During said holiday I was contacted (on my mobile) by pure cremation to confirm delivery of his ashes, the next day, I had not been contacted prior to this call, other than the notification that his cremation had taken place. I explained I was out of the country and although I would be home the next day, it would be early evening, and could we reschedule as I’d not been previously notified, this was agreed. I was in the airport, awaiting return flight when I was contacted by Emma, who informed me that she would be delivering Dad’s ashes within the hour.. I explained what I’d already told Pure cremation the day before. I asked, as she informed me that Dad would go back with her and it may be a while before he was returned, I asked if I could contact her later in the day to arrange meeting as our flight was imminent. She then went on to tell me how her day was arranged, how many deliveries she had and whether I could just arrange for a neighbour to take possession! I declined and told her I would be in touch later that day… I did contact her again but she was unable to arrange to meet as she was now moving on to Carlisle. She told me the office would be in touch to rearrange. I was left with the awful feeling that I had let Dad down as I couldn’t be home when she wanted. I have made a formal complaint. I am disappointed for my Dad, as this service was his idea, as he didn’t want any fuss, I feel that he would have been angry at how he was treated. The moral of this is that you should NEVER rely on leaving an answer phone message for something so important.