Pure Cremation Reviews

Name: Pure Cremation
Address: Charlton Park Crematorium Charlton Down, Charlton Park Crematorium Charlton Down, Hampshire
Rating: 4.85

4.9 Rating 7,994 Reviews

96 %

of reviewers recommend Pure Cremation

Company Reviews

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Phone:

0800 033 7737

Email:

info@purecremation.co.uk

Location:

Charlton Park Crematorium Charlton Down,
Charlton Park Crematorium Charlton Down
Hampshire
SP11 0TA

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Pure Cremation 5 star review on 1st August 2026

153

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The people were lovely, particularly Lucie. but I was charged £250 for 'quick pick up' of my fathers body which wasn't requested at all. also that 'quick pick up' took 4 days from the day I made contact to the day my father was collected. when phoned to question the added charge no one could tell me why! The chap who hand delivered the ashes of my father was also extremely lovely”

Helpful Report

Posted 5 years ago

Dear Darren, thank you for your positive feedback and for the opportunity to review the record regarding the urgent collection charge. I can see that we had a very unusual combination of an urgent request from the hospice followed by a request for paperwork that could not be acquired for several days. I agree that this did not truly qualify as an urgent collection and so I propose to refund the urgent collection charge today. I am sorry that the person you spoke to about this didn't escalate the matter to someone with the authority to review and resolve it at the time. We will be briefing the team to ensure this doesn't happen again. Kind regards, Catherine Powell

Posted 5 years ago

“To begin with Pure Cremations were supportive and efficient. However the death certificate was delayed (due to COVID) and therefore we could not take their invoice to our deceased relative’s bank to be paid meaning that we were put under stress as her body would not be collected until payment was received. In the end we paid the invoice ourselves. Pure Cremations promised that they would keep us up to date and they did tell us when the body had arrived at their premises and also gave us a date for the actual cremation. However on that date no one got in touch to say it had been carried out so early evening I rang them & was told that it was still planned for that day. Once again nobody rang me to say it had been completed so the following day I rang at tea time and was told it had been done. I asked why we had not been informed as they had promised and there was no explanation but a grudging apology was given. I would not recommend them to anyone and nor will I be using them for my own direct cremation. Just because it was a direct cremation doesn’t mean that people don’t care about the deceased or that they aren’t grieving and I think that courtesy and attention to detail are still extremely important to relatives”

Helpful Report

Posted 5 years ago

Dear Ms Bunce, I have reviewed this case and can see that the collection and cremation took place within our usual timescales and that the record shows we fulfilled your request to be informed of these events. The nature of our business means that we do not allocate a specific time for a cremation, which may take place late in the evening or even through the night during particularly busy periods, and families trust us to achieve this on the date given. Families choosing scattering rather than the return of the ashes would not usually receive any further communication, but this is something that I will look into. Kind regards Catherine Powell

Posted 5 years ago

“Disappointed and I’m still in the process. I had to chase them twice. I don’t know if it is the virus causing the lack of communication. Maybe you get a better experience if you spend more money and have an attended service. Note to owner; if you want to charge an extra £150 for a swift delivery of the ashes( presumably everyone would want them ASAP) just put it in the upfront price, it’s insensitive to be offered that after the event.”

Helpful Report

Posted 6 years ago

Dear Mr Sharp, I have looked into this as a matter of urgency. I can understand your disappointment as it has taken longer than we would have expected to book your loved one's cremation. I can see that we responded swiftly to bring your loved one into our care and promptly issued all of the documentation, however, it is also clear that we did not meet our usual high standards of communication in the period after this. I apologise sincerely for this. The unprecedented circumstances arising from Covid-19 have dramatically impacted both the demand for our service and the numbers of staff available to meet that demand. This has presented many challenges which required rapid review and revision of our systems plus recruiting and training additional staff to ensure that we can deliver excellent service to four times the usual number of families. I am very sorry that your loved one's arrangements were affected and would like to ensure that we can at least meet our usual service standard for the journey from initial instruction to hand delivery of the ashes. I will personally arrange for priority return of the ashes and will contact you to discuss this. Kindest regards Catherine Powell (Founder and Owner)

Posted 6 years ago

“At a difficult time my experience of pure cremation was not what I expected, from the initial phone call which sounded like the person who answered was in the pub it was so loud ( I have asked for the call to be listened too as you say all calls are recorded) I was told I would receive the paperwork to sign the next morning the only email I received was asking for payment, the invoice had the wrong name on. I called to pay the invoice and asked about the paperwork I had to sign, was told I would be sent all the necessary paperwork by email, this still never arrived so had to call again this was then sent whilst I was on the phone. I had to phone several times just to get a date for the cremation, every time I phoned felt like I was being an inconvenience, even when I picked the ashes up You got the name wrong, I don’t think it’s very professional just to hand the ashes over standing in the doorway of your office.”

Helpful Report

Posted 6 years ago

Dear Mr Quinn, I am sorry to hear about the issues that you experienced. The member of staff who dealt with your initial call and documentation is no longer with us as they did not meet our exacting standards. While I am satisfied that the arrangements progressed as quickly as possible, I am not happy that there were avoidable errors and apologise for the distress this caused. We usually book appointments for the collection of ashes from our busy offices so that we can ensure this is performed with dignity. I will look into this. Yours sincerely Catherine Powell

Posted 6 years ago

“At an already difficult time, we had to follow up on documentation that we were promised would be sent out but wasn't, although this was thereafter rectified. In addition, we would have greatly appreciated being told that the body would be transported from the hospital to Pure Cremation's facilities in Newbury before then being transported to our crematorium of choice for cremation. We found out after the fact by accident and were somewhat distressed by this as we wouldn't have wanted our mother's body to be treated like so much haulage. No-one from Pure Cremation subsequently bothered to get in touch with us after we'd picked up the ashes from the crematorium. Sensitive follow up or 'closure' would have demonstrated a little more care. However, we appreciate that the service is very reasonably priced and does go a long way to meeting a need.”

Helpful Report

Posted 7 years ago

I have reviewed the details of the service that you received and would like to make the following observations: your mother was a plan holder and purchased her Pure Cremation plan while living in County Durham, nearly 300 miles away from our office, and presumably had no qualms herself about travelling this distance after her death. You notified us of your mother's death on Saturday 26th January and all documentation was sent to you on Tuesday 29th. Because of your stated wish for swift completion of arrangements, we transferred your mother into our care at the earliest possible opportunity on February 1st and the cremation was completed on February 7th, just 9 working days from your first call. Unattended cremations usually take place at our own crematorium, a short distance away from our office, within 2-4 days of collecting the body and families can then choose to collect ashes from us or have priority delivery for a small extra charge. However, you opted instead for cremation at a venue more than 80 miles from our office. Nevertheless, I can assure you that our well-trained and compassionate staff would not dream of using the term "haulage" to describe how your mother was looked after. I am satisfied that my team was sensitive and responsive in the execution of the service that your mother had chosen. I note your comment about a courtesy call to families who opt to collect ashes from the crematorium themselves and will be happy to modify our customer care process accordingly.

Posted 7 years ago

“Ashes were delivered in a BOX, dented and damp. The scruffy driver didnt help either.”

Helpful Report

Posted 8 years ago

Thank you for your comments which we are looking into. We always aim to be very clear about the smart purple biodegradable box that ashes are placed into and this features in our brochure so that there are no surprises for bereaved families. We will ensure that an image of the box is also placed in the Help and Advice section of our website today. Our entire team is fully aware of the emotional significance of the ashes and trained to handle every set with care and respect. All are packed in a soft cotton bag and our procedures state that they should be secured within the van to prevent movement in transit. We will speak with the driver today to understand your observations about damage and dampness. We provide uniform to all of our drivers to ensure they are smartly presented and usually receive positive comments about this. We can see that the driver left our office at 6.57am on the day of delivery and arrived at your address 5.5 hours later, which may have been a factor. Please be assured we will look into this too.

Posted 8 years ago

“the lady was absolutely lovely and helpful but i didnt recieve the form i needed for the cremation so asked for another and that never came? so had to go through the traditional route which i didnt want.dissapointed”

Helpful Report

Posted 10 years ago

Dear Julie, We are always disappointed to receive a negative review and have looked into the details of your interaction with us. I can assure you that all documents were sent by post on the 21st March to the address given because you were unable to print them out from email. On the 31st March we sent an email to confirm that hospital paperwork was complete and that we needed the green form issued to you by the Registrar in order to bring mum into our care. On the 11th April following numerous telephone conversations about your wishes, you finally revealed that you had not received the paperwork and your brother had made alternative arrangements. We are very aware that some families struggle to move things forward and so are careful not to make them feel under any additional pressure. However in future we will ask customers to acknowledge receipt of posted documents.

Posted 10 years ago

Pure Cremation is rated 4.9 based on 7,994 reviews