Name: Pure Cremation
Address: Charlton Park Crematorium Charlton Down, Charlton Park Crematorium Charlton Down, Hampshire
Rating: 4.84

“Even though the staff was helpful a say before my partner was cremated I received a phone to say it couldn’t go ahead due to a form missing. This was not a form from me it was the doctor. I was extremely upset but this should of all been checked before date was given.”

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Posted 3 years ago

“Did everything that was asked of and promised...”

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Posted 3 years ago

Thank you for taking the time to review our services. Is there anything you feel we could improve on to receive a higher rating? If you have any feedback for us please send this to customercare@purecremation.co.uk. Kind regards, Chloe

Posted 3 years ago

“Feel let down had to keep ringing for updates on my husband at this difficult time said they would ring back never did then got a very nice lady called Rachel she keep me informed thank you me personally l wouldn't recommend pure cremation but my husband wanted no fuss which l respected his wishes”

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Posted 3 years ago

Dear Kim, Thank you for sharing your experience and thoughts on our service. If you wish to discuss your experience further, please do reach out to us at customercare@purecremation.co.uk Take care, Scott

Posted 3 years ago

“Everything was good except the communications where I had to keep phoning to find out what was occurring after getting numerous voicemails with no idea when they had been left. Maybe if you could leave the date on them we would have known when they were received”

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Posted 3 years ago

Dear Mr Hanson, Thank you for your comments. We are sorry that you were unable to identify the dates of our voicemails left via your mobile phone. We note that emails were sent to ensure you still received important information. We will review our voicemail policy to see whether we can offer more details in a message without compromising the sensitive information we may be conveying. Kind regards, Chloe

Posted 3 years ago

“The service to begin with wad outstanding. However I was promised a call the day after mums cremation but didn't hear from anyone for over a week. I was also promised a call to arrange the return of the ashes but in the end I had to chase to get them back”

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Posted 3 years ago

Dear Ms Platt, I agree that communication fell below the standards that we usually deliver, and I offer my sincere apologies for this. Being entrusted with the care of someone's loved one is a privilege and I will speak with the staff involved about the importance of showing this in everything that we do. Kind regards, Mia

Posted 3 years ago

“Customer service prior to the attended committal was fantastic, with the persons in attendance on the day being very professional and helpful. I was extremely disappointed and somewhat annoyed that my mothers ashes were returned (rather attempted to be returned) without prior agreement or even warning. My father who was the recipient wasn’t home and was staying with us 250 miles away. When I reported this to the Andover office it was not dealt with even though I was promised an investigation and response.”

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Posted 3 years ago

Hi Kellie I'm really sorry your experience was affected by the attempted return of your mother's ashes. When arranging this most important part of our service we should be absolutely certain we are expected and that everyone is aware and everything is in place. We will look into this tomorrow and then contact you directly. Thank you for getting in touch.

Posted 3 years ago

“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.”

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Posted 3 years ago

Dear Marion, We are sorry to hear of your experience around the return of your Dad’s ashes. We will investigate your complaint and get back in touch with you. Kind regards, Olivia

Posted 3 years ago

“Deceased collected but needed post mortem. Delayed communication between Pure Cremation and hospital resulted in later cremation but ashes returned quickly. Ceramic disc broken but immaterial.”

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Posted 3 years ago

Thank you for your comments, Mr Medlam, which have been noted. While a post mortem after we have brought someone into care is unusual our staff should be able to offer the same care and timely service - we are addressing this. I hope that the contact from Harriet and the subsequent close oversight by Rebecca were helpful in moving things forward and in reassuring you. The ceramic identity discs that we place on the coffin prior to cremation occasionally fracture, but as they represent tangible proof of the identity of the ashes we still include it within the container for the ultimate reassurance that your loved one has returned safely home. Kindest regards Catherine Powell

Posted 3 years ago

“My dad past recently and he choose Pure Cremation I however wouldnt have mase it my choice .I am disappointed in that they dont dress your loved ones but wil lay clothes on top of the body then the box the ashes are placed in is a plastic box that looks like something council gives you for your food waste for compost heap then when they return your loved ones ashes the bag as pure cremation on and the person is wearing a pure cremation shirt not dignified at all”

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Posted 3 years ago

Dear Maxine, I’m sorry to hear that you were unaware of the service Pure Cremation provides. As a direct cremation provider, we bring people’s loved ones into our care in Andover from all over the country, and following the cremation we arrange for the hand delivery of the ashes back to the family to allow them to arrange their final goodbye. We have carefully considered the presentation of the ashes and selected a robust, cellulose (biodegradable) container that also allows us to present the ceramic disc that we offer as tangible reassurance of identity. We include this high-quality container in our great value price and we believe that it is a considerable improvement on the traditional "sweetie jar" container or newer cardboard boxes used by other crematoria. Crematoria or funeral directors are usually happy to place ashes in any suitable container that the family purchases. Kind regards, Olivia

Posted 3 years ago

“Pure cremation give an okish experience. They’re not good, but they’re not bad. I guess you get what you pay for as they are cheap. Communication is not great, could definitely do with improving especially as they are dealing with a difficult time.”

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Posted 3 years ago

Dear Amber, Thank you for your feedback. I am sorry that you did not receive the seamless service we are known for and please be assured that we will be looking into this to understand what happened. We will be in contact to discuss this with you. Kind regards, Mia

Posted 3 years ago

“Fine as long as you don't mind waiting! By waiting, I mean waiting for them to pick up your loved one (8.5 hrs in our case!), so we got a local undertaker to collect and Pure Cremations collected from them (only after trying to collect from us at 11.30pm at night, even though we'd told them what was happening). And by waiting, I also mean waiting for them to deliver your loved one's ashes back to you. They aim to do this within 21 days and refuse to be drawn on a date despite several requests for one. This makes planning difficult, so I would recommend paying extra for express delivery if you can afford it. Staff are friendly and try to be helpful, so I have no complaints there. But beware that the details matter when going through this process, so they may not be a good fit for you.”

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Posted 3 years ago

Dear Mark, Sorry to hear of the issues over the arrangements for bringing your loved one into care. On the rare occasion of the arranged time of the transfer not working for a family then usually it would be us, with the family’s permission, who would arrange for a local funeral director to attend on our behalf. I’m not sure why that didn’t happen. Additionally, we aim to return ashes back to families within 21 days of the committal date and contact families to arrange that date beforehand. We will look into both issues and be back in touch. Kind regards, Mia

Posted 3 years ago

“Overall fairly happy with the service. I do have some feedback though. When the gentlemen came to collect my father from the property, in order to get out of the door, they put my father upright. Thankfully I did not see this, nor did my immediate family, my husband saw this and commented he was glad I did not witness this. Ideally, the gentleman would have warned my husband that this was happening and ensured we were not in view of this. Secondly, when a member of the team contacted me to either tell me the cremation took place or to try to arrange delivery of the ashes, the lady was so happy and delighted to share this with me. I was quite taken aback by this positivity. A little more compassion would have been appreciated. Lastly, after informing your team not to deliver the ashes to my father's address as my mother has Alzheimer's, I was told the driver would call me an hour beforehand. I was called 30mins beforehand and my mother was on her own as my brother had not reached the property. The ashes were given to my mother (who was accepting of this I will add) and the driver said he will wait until my brother arrived, but it really was not ideal.”

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Posted 3 years ago

Dear Clair, We are sorry to read of your issues around the transfer of your father, and the subsequent return of his ashes. We will look into the issues and be in touch with you. Kind regards, Mia

Posted 3 years ago

“When speaking with people on the phone I couldn't fault their understanding and support to book their service. However after booking, the communication was very poor and I had to chase information. I told them on 3 occasions not to ring me as I work but to ring my mother instead which they said they would but never did. I was also told we would be informed every step of the way regarding when my father had been taken into their care, when they had the right documents etc but we weren't. I also received a phone call saying the Cremation was due to take place even though it'd already happened. I appreciate this is a cheaper option than a normal cremation but communication was poor I found at what is already a very difficult time.”

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Posted 3 years ago

Dear Zoe, Thank you for your valued feedback, we are sorry to hear that our communication with you fell short of our usual high standard. Please accept our sincere apologies and our assurance that this will be looked into so that we can prevent this in the future. Kind regards, Chloe

Posted 3 years ago

“On the whole the service was good although when I phoned for advice I was informed it was documented in the pack, as a bereaved relative I had so much to sort out and to be honest I didn’t want to read the information pack I was grieving for my mum. I spoke to someone regarding the delivery of my mums ashes as I was due back to work the day I should’ve received the ashes I wanted to give an alternative address. I was informed that my Mum was already out for delivery ( which was untrue) when asked if she could contact the driver I was informed that they were all volunteers and she did not have their phone numbers , which I found odd as any company should have employees phone numbers volunteers or not. I phoned again 2 days after my mum should have been delivered to me and spoke to the manager of the crematorium who informed me that my mum was still there, I also spoke to a driver these two gentlemen were amazing and actually filled me with hope that the company does actually know what they are doing up until this point I was beginning to wonder. Paul the driver took an alternative address down for me and explained fully the process of his job, as did Steve the crematorium manager( I think) If it wasn’t for the lady who answered the phone to me that day I am sure I would still be waiting for my mum to come home. My mum thought she was doing the right thing by arranging this at times I’m not so sure”

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Posted 4 years ago

Thank you for your frank comments. We sincerely apologise for the confusion about the return of your mother's ashes. This was the result of a well-intentioned effort to reduce the ashes return time for families by temporarily re-deploying staff from a different part of our business, and the recruitment of additional staff to handle incoming calls. Unfortunately, in a few cases, unfamiliarity with our systems and processes affected the quality of both our communication and administration. We are very sorry that you were affected. We swiftly returned to the exclusive use of our specialist personnel to manage client arrangements and we are pleased to report that our call reception team are now fully up to speed. It is good to hear how our most experienced specialists, Paul and Steve, helped ensure that Mum was brought safely home to you, which we hope has brought you comfort.

Posted 4 years ago

“Like to take money but have ignored all my emails and gave me the wrong info and when I questioned it I was made to look stupid”

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Posted 4 years ago

Dear Barbara, thank you for your comments. I am very sorry that the communication delivered by the person looking after your father's arrangements fell short of the standard that we expect. Pure Cremation expects its staff to support the bereaved with prompt and courteous responses to telephone calls and emails, and to proactively provide key information about the progress of their loved one's arrangements. This is a vital part of our service because we know that this approach gives reassurance to grieving families. Please be assured that I will take this up with the individual and their manager. Yours sincerely Catherine Powell

Posted 4 years ago

“I can't say I was all that thrilled with the service. When you take out a contract like this like my father had. It does not stipulate there is no cremation in Wales. But yet on the policy reads England Scotland and Wales. Therefore think it should be explained at a bit better on application. My father passed away on 25th November 2021. And no cremation until 22nd of December. I know covid has alot to do with this. But no time given of cremation and why I rang them they said that night it had been done it was 6.50 when I rang. His name was also wrong and had to be amended. I then emailed Rebecca and was told that my father had been cremated at 20.55 that of the 22nd of December. So this was very upsetting for the family. And my last point western supermare a bit of a travel for us from Wales which unfortunately could not attend. My husband and I have both signed up for pure cremations so I hope by time we go there is a cremation place in Wales for where we live.”

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Posted 4 years ago

Dear Karine, thank you for your comments. We try to be extremely clear in our literature and our communication that the cremation location will be chosen by Pure Cremation and that clients from England and Wales will be cared for at our crematorium near Andover. I apologise for the error my colleague made in an email to you, this did not reflect the information that we had on record from the moment your father enquired about a pre-paid plan. I will take this up with the individual team member concerned. We carefully record the exact time at which each cremation takes place and so any member of our staff should have been able to offer you accurate information, I am sorry if there was any confusion. I will look into this also. If your family would prefer a more local, attended committal in the future then this is something that we do not anticipate being able to provide in your area. We are committed to ensuring that our service meets each plan holder's needs and so I will ask a manager to speak with you about this and to discuss whether an alternative provider may be better for you. Yours sincerely Catherine Powell

Posted 4 years ago

“This is a great alternative option to the traditional funeral, however Pure Cremations still need to improve somewhat in the service they deliver. Although advertised as 24/7 we just got an answer machine until normal working hours. It took 21 days for collection from the hospital and we weren't told that the collection had happened I had to call to ask as we also had no confirmation of the cremation date which was another 5 days later. We then received a call to advise the Ash Operatives would return the ashes within 21 days maximum, again no contact after 20 days so I called for an update, no one available and I had to push for a same day call back. We were then offered the ashes back on Christmas eve, and only on complaining this was very insensitive and outside of their agreed dates did we finally get them returned on the 21st day. So in summary, this company needs to improve communication, meet their in deadlines and promises and remember this is someone's loved one not just a parcel delivery. They also need to not use my number for their sales team to call and try to sell me this product.”

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Posted 4 years ago

Dear Sandra, Thank you for your comments. I agree that the communication fell below the standards that we usually deliver and I offer my sincere apologies for this. Being entrusted with the care of someone's loved one is a privilege and I will speak with the staff involved about the importance of showing this in everything that we do. Yours sincerely Catherine Powell

Posted 4 years ago

“Unfortunately pure cremation forgot to return mums ashes to us and we had to chase them. However once chased they responded and delivered within 3 days and the delivery was very respectful so 3-4”

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Posted 4 years ago

Dear Marion, I am so sorry to hear that poor internal communication resulted in the promised date not being kept. We apologise sincerely for this and have immediately taken steps to prevent this very unusual situation in the future. I thank you for the positive comments about our response and the way your mother's ashes were returned and hope that having her home safely has brought you comfort. With kindest regards, Catherine Powell

Posted 4 years ago

“Very well trained staff who say the right things but I feel totally let down by never getting a call back on things I asked even when I needed notice for return of ashes let down again , just a call through out all of the process would of been appreciated…”

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Posted 4 years ago

Dear Jay, I have reviewed the arrangements and agree that our communication about your mother's safe arrival in our care did not meet our standards and that you should have had more notice for the return of her ashes. I apologise sincerely for this and hope that her safe return to you has brought you comfort. We recognise that good communication is vital in our support of the bereaved and I will personally examine what we need to do to maintain our usually excellent standards. Yours sincerely Catherine Powell

Posted 4 years ago

“They were very difficult to contact by phone. Three calls took on average 25 minutes to be answered. Otherwise ok.”

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Posted 4 years ago

Dear John, we are sorry to hear that you had difficulty getting through to our team. We have changed both our telephone system and process to ensure that every call is now answered within 40 seconds as we recognise the need to be available the moment that we are needed. Kind regards Catherine Powell

Posted 4 years ago

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