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

“The concept is a very good idea but we had a few issues. Communication could be more fluent - it was disjointed. Problems with the paperwork resulted in a delay and was stressful, I had to chase it up. Staff were very pleasant though.”

Helpful Report

Posted 9 months ago

Thank you for taking the time to share your feedback about your experience with Pure Cremation. We greatly appreciate your kind words, but we are sorry to hear that you felt the communication was not as up to our usual high standard, and that there were delays in moving forward with the arrangements. A senior manager will be look into the points you have raised. If there's anything else we can assist you with in the meantime, please feel free to contact us at customercare@purecremation.co.uk or by calling us on 0800 033 7737. Kind regards, Pure Cremation Team

Posted 9 months ago

“Whilst it is not Pure Cremation's fault, I have struggled with the process as felt the process was like organising car insurance. Pure Cremation should consider issuing the £100 voucher when the account is set up and NOT when arrangements have been made to collect and process the deceased. This I found cold and heartless. However, Pure Cremation was appropriate for what my aunt wanted”

Helpful Report

Posted 10 months ago

Thank you for taking the time to share your experience with us. Your feedback is important, and we appreciate you bringing these points to our attention. A senior manager is personally looking into the points you have raised and they will reach out to you directly at the earliest opportunity. If there's anything else we can assist you with in the meantime, please feel free to contact us at customercare@purecremation.co.uk or by calling us on 0800 033 7737. Kind regards, Pure Cremation Team

Posted 10 months ago

“My husbands death was dealt with efficiently and sensitively and I cannot fault the kindness of the private ambulance drivers who came to collect him from our home. I was however distressed and upset when I received my husbands ashes back and there had been an error providing extra pouches which I had rang and requested. On an emotional day when my husband was being returned home my daughter had to ring and sort a solution. An operative will be coming back to the home to separate them, which is upsetting and not something I wished to happen, but the only solution. The matter was dealt with well, however it's not something I would wish on any other family.”

Helpful Report

Posted 10 months ago

Thank you for bringing your experience to our attention. We would be grateful if you would please contact us as soon as possible so we can have the opportunity to understand the situation better. If you are able to contact us at customercare@purecremation.co.uk, providing us with your preferred contact details, a senior manager will look into the points you have raised. However, we are grateful for your kind words for the team that came to look after your husband, they will be greatly appreciated by our caring team who work so hard to provide the kind of support that makes a real difference to the families we serve. Thank you, Pure Cremation Team

Posted 10 months ago

“I think a pure cremation package is fine for deceased person but not for the family and friends left behind, it is very impersonal. I also think you should make it clearer on your documentation about family being able to attend the actual cremation. My documents stated that for a small fee of £200 to £400, family could attend. When I enquired it was actually £700, only 12 people could attend and the actual crematorium would be a long way away from where we live. You should make this clearer on your documentation as I think it is very misleading. I would not recommend pure cremation for people leaving loved ones behind”

Helpful Report

Posted 1 year ago

Thank you for your feedback and for taking the time to leave a review. A Pure Cremation plan is only for an unattended committal only, however, we do offer the option for families to attend a small gathering at the time of need. This is something that is not included in our pre-paid plan, although we do provide a guide as to what this might cost at the time and this can change based on many factors. With this in mind, we have since reviewed our documentation and made positive changes to ensure plan holders have all the information to make a considered choice. Kindest regards, Pure Cremation Team

Posted 1 year ago

“The customer service started really well. But it took nearly 6 weeks for my father to be cremated, which caused extra upset in an already hard time.”

Helpful Report

Posted 1 year ago

Thank you for taking the time to share your experience with us. Rest assured, a senior manager will personally look into the details you've raised and will reach out to you directly at the earliest opportunity. If there's anything else we can assist you with in the meantime, please feel free to contact us at customercare@purecremation.co.uk or by calling 0800 033 7737. Kind regards, Pure Cremation Team

Posted 1 year ago

“This time lack of communication was appalling, only when Alison returned did things run fairly smooth, but each department did not seem to communicate with each other. To”

Helpful Report

Posted 1 year ago

Thank you for taking the time to leave a review. Your feedback is important, and we appreciate you bringing these points to our attention. A senior manager will personally look into the points you have raised and they will reach out to you directly at the earliest opportunity. If there's anything else we can assist you with in the meantime, please feel free to contact us at customercare@purecremation.co.uk or by calling us on 0800 033 7737. Kind regards, Pure Cremation Team

Posted 1 year ago

“The funeral plan was pre-purchased by my father. On his death my initial contact was dealt with well and I was quite impressed. As the process continued I became less impressed as communication became quite poor and I find the security measures when phoning are unnecessary and irritating at an already difficult time. I would like to say the young man that delivered my fathers ashes back to me gave excellent service and I was very happy with him.”

Helpful Report

Posted 1 year ago

Thank you for taking the time to share your experience with us. Your feedback is important, and we appreciate you bringing these points to our attention. A senior manager will personally look into the points you have raised and they will reach out to you directly at the earliest opportunity. If there's anything else we can assist you with in the meantime, please feel free to contact us at customercare@purecremation.co.uk or by calling us on 0800 033 7737.

Posted 1 year ago

“Not as smooth a process as it should have been. Repeatedly had to sign docusign forms, difficulty getting my mother's remains collected from the hospital. Best thing was the lovely person who delivered my mum's ashes.”

Helpful Report

Posted 1 year ago

Thank you for your review, we would like to look into this further and kindly ask you to provide us with more information about your experience. You can send this to us at customercare@purecremation.co.uk, please include your Mum's full name, along with your preferred contact details. Kind regards, Pure Cremation Team

Posted 1 year ago

“They get the job done, but though they say they will keep you informed at each stage, from collection to cremation etc, they don't. I had to phone and ask if they had collected fron the hospital, and again to find out the date of the cremation.”

Helpful Report

Posted 1 year ago

Thank you for taking the time to bring this to our attention. We are concerned to learn of your experience and a senior manager has been appointed to look into the points you have raised. They will be in direct contact shortly to provide a full response. If there is anything else that we can do in the meantime, please let us know via email at customercare@purecremation.co.uk or directly at 0800 033 7737. Kind regards, Mia

Posted 1 year ago

“I used Pure Cremation when my husband passed away at Christmas. Everything was handled well and the only negative is how long you need to wait to speak to someone.”

Helpful Report

Posted 1 year ago

Thank you for taking the time to write your review and for bringing this to our attention. We are concerned to learn of your experience, and a member of our senior management team will look into this to better understand the situation. They will make contact with you directly. Kind regards, Mia

Posted 1 year ago

“My experience with Pure Cremation was somewhat mixed. They were fantastic when I first made contact with them and were very attentive during the couple of weeks that followed, calling me for updates regarding the green form and then letting me know when the committal was taking place. Unfortunately, the process went awry as we headed towards Christmas. The last time the customer care team member who was managing my uncle's cremation contacted me of her own volition was on the 13th December advising me that my uncle's committal would be taking place on the 16th December. I was advised that I would receive a call from the delivery team within 5 working days of the committal date to book in the delivery of the ashes. Needless to say, I didn't receive a call and so all subsequent contact was from my side - me chasing them to find out when my uncle's ashes were going to be delivered. On the 3rd January I called Pure Cremation and was told the ashes would be delivered to me on the 9th January. I did end up asking to speak to a senior manager the following day as I was very disappointed with the service I had received. I should not have had to keep calling them to find out what was happening and I don't feel that they managed my expectations. I appreciate that December and January are busy times but this is their bread and butter so they know that, they’re an experienced company within their industry and so they should have robust processes in place to ensure a seamless customer experience. Communication is key in this type of business but it was sadly lacking which is a great shame as the first part of the process was faultless and very professional so I’m not sure why it went so wrong and I don’t think Christmas can really be used as an excuse. Wishing to end on a positive note, Emma Soul who delivered my uncle’s ashes was lovely. She is clearly passionate about what she does and enjoys her job which is something of a rarity these days. She was very professional, personable and kind… thank you so much Emma.”

Helpful Report

Posted 1 year ago

Thank you for taking the time to write a review following your experience with Pure Cremation. We are pleased to hear that everything went well up to the date of your uncle’s cremation, but concerned to learn that you did not receive contact as expected following this. We can see that you raised this with a member of the management team, and it has been addressed appropriately with the member of staff involved. Thank you for your kind words about Emma who was entrusted with the safe return of your uncle’s ashes, we will be sure to pass this feedback on to her. Kind regards, Mia

Posted 1 year ago

“Simple enough process, staff were great however it took a few hours in a phone queue to get through to actually speak to someone to start process just after my dad died, this was upsetting. I also had to call a number of times to arrange to get my dad's ashes returned after 6 weeks”

Helpful Report

Posted 1 year ago

We appreciate your time in completing this review and for sharing your valuable insights with us. A Senior Manager will reach out to you directly to discuss the points you have raised. Kind regards, Chloe

Posted 1 year ago

“I am very disappointed in Pure Cremation as things didn't go well from the start. Firstly it has taken from 25th October to 18th November for the process to be sorted. Definitey not straight forward or stress free. From the first phone call communication was poor at best and felt very scripted. First thing I was told was the outstanding balance on the plan had to be paid before anything could be done. Which seemed rather harsh when you are coming to terms with losing a loved one. Documents sent by docusign with authorisations to release the body did not arrive back to Pure Cremation even though I received a message confirming the document had been sent. This caused delays making arrangements for my partners body to be released for collection from hospital. 3 weeks later we are still waiting for an update as at this point I had no idea where my partner was; if he had been collected from hospital, when the committal was due to take place. If they could not contact me by phone it was not followed up by email or text. 7th November, they realised the hospital would not accept docusign authorisations but required an original document with an original signature so another delay. The young lady who finally brought my partner home was lovely and very sympathetic to the fact she was bringing home a loved one. Maybe I was just unlucky as so many people have received the experience that was sold to them.”

Helpful Report

Posted 1 year ago

Thank you for taking the time to write your review and for bringing this to our attention. We are concerned to learn of your experience, and we would be grateful if you would please contact us as soon as possible so we can have the opportunity to understand the situation better. If you would be kind enough to contact us at customercare@purecremation.co.uk, providing us with your preferred contact details, we can then look into this for you as a matter of urgency. Kind regards, Chloe

Posted 1 year ago

“Used pure cremation following the passing of my father following his wishes. Service was good however let down on 2 things. Took ages to get through to someone had to wait 20 minutes to speak to someone. Also i received a call advising when my dad’s ashes would be returned but had trouble hearing the person due to someone laughing loudly in the background which I found hugely disrespectful.”

Helpful Report

Posted 1 year ago

Thank you for taking the time to write your review and for bringing this to our attention. We are concerned to learn of your experience, and a member of our senior management team will look into this to better understand the situation. They will make contact with you directly. Kind regards, Chloe

Posted 1 year ago

“My husband chose Pure Cremation and to be honest I wanted to go with someone local to us. However, I didn't think we would be using their services as quick as we did after he signed and paid for it. I contacted them a few days after my husband passed and they talked me through everything and what I had to do to collect the death certificate etc. It took an awful long time from the time he was collected and then taken to there place of rest where he was then cremated. Far too long in fact and i was becoming destort with the time lag. Once the cremation was done it was just a few days before his ashes were returned to me.”

Helpful Report

Posted 1 year ago

Thank you for taking the time to write your review and for bringing this to our attention. We are concerned to learn of your experience, and a member of our senior management team will look into this to better understand the situation. They will make contact with you directly. Kindest regards, Mia

Posted 1 year ago

“The service from pure creation was as expected although I had to chase a little for dates. I am less impressed with being repeatedly asked to provide a review at this difficult time.”

Helpful Report

Posted 1 year ago

Thank you for your valued feedback. When sending out a request for feedback of our services, it is hard to strike the right balance. We aim to send it before too much time has passed and we are bringing up the emotions of losing your loved one again, and sending it too early before our services are completed. We are sorry if you felt this was not an appropriate time to have sent this. If you would like to discuss your comments further with a member of our team, please reach out to us via customercare@purecremation.co.uk. Kind regards, Chloe

Posted 1 year ago

“Disappointed, was not kept up to date at all. And when rescheduled the returning of the ashes it wasn't recorded and they had to be delivered to my son.”

Helpful Report

Posted 1 year ago

Thank you for taking the time to share your experience with us. We are concerned to learn of your comments as it doesn’t sound like the usual high standard of care that we expect from our team. We are keen to understand what has happened. An internal investigation has already been opened and a senior manager will be contacting you directly. Kind regards, Chloe

Posted 1 year ago

“The actual service itself is fine, however after being told they were waiting for paperwork that goes with the body before they could pick mom up, and then them not doing the little things they said they would do, it made the the whole thing more traumatic than it needed to be. The customer service needs a bit of a look at, at a time when you are dealing with death it’s not good to be lied too and given the wrong information. Be prepared for the attitude of no money no service, which I understand why they just don’t need to be so blunt about it! The ashes drop off service was actually very caring and professional which is more than I can say for Ashley who was supposed to be looking after us.”

Helpful Report

Posted 1 year ago

Dear Ms Reed, Thank you for taking the time to make us aware of your experience. We take very seriously our role in being entrusted with the care of a family’s loved one, we are sorry to hear your concerns raised and our senior management team are currently investigating the matter. We would also be grateful for the opportunity to discuss this with you further and we will contact you directly. Kind regards, Mia

Posted 1 year ago

“Ok here goes ,I was told by one member of staff you work 7 11. Then another time , delivery of the remains can take 21 days . I don't think that's good enough,on my opinion. I thought 2 or 3 days. I wasn't happy. The staff all were very professional kind considerate thanks very much for that. The holding musci isn't appropriate ENA WATER MUSIC MUCH BETTER. PEOPLE ARE VERY UPSET AS THE TIME OF PASSING. THAT MUSIC ISNT RIGHT THATS THE TRUTH SORRY”

Helpful Report

Posted 2 years ago

Dear Mr Jolly, Thank you for taking the time to share your experience and valued feedback, we will ensure this is passed on to the relevant team. We are sorry if there has been any confusion of the service that we provide. If the plan holder chooses to have their ashes returned personally by our team, then we will aim to do so within 21 days of the cremation taking place. This information would have been confirmed with the plan holder at the time of purchase and detailed in the plan documents. For more information on your complaint rights you can find further information online : www.financial-ombudsman.org.uk Or for further contact details for the Financial Ombudsman Services are below: Phone: 0800 023 4567 Email: complaint.info@financial-ombudsman.org.uk In writing: Financial Ombudsman Services, Exchange Tower, London, E14 9SR Kindest regards, Mia

Posted 2 years ago

“Not a lot of contact with the grieving family. When they say they’re going phone they don’t. not an enjoyable process.”

Helpful Report

Posted 2 years ago

Dear Kim, I agree that communication fell below the standards that we usually deliver, and I offer my sincere apologies for this. I can see that our Agents did reach out to you on multiple other occasions throughout the process, and it was explained why we didn’t contact you prior to your loved ones collection, again this is due to collection dates being provisional but we do contact the family once the deceased is in our care. On the occasions we didn’t get through to you we left voicemails and emails were sent to keep you in the know of what stage your father’s care was at. It has been our privilege to care for you all at this time. Kind regards, Chloe

Posted 2 years ago

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