Pure Cremation Reviews

Name: Pure Cremation
Address: Charlton Park Crematorium Charlton Down, Charlton Park Crematorium Charlton Down, Hampshire
Rating: 4.83

4.8 Rating 5,057 Reviews

96 %

of reviewers recommend Pure Cremation

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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 20th April 2025

120

Anonymous

Anonymous // 01/01/2019

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

“I used Pure Cremation for my mum, I have never had to deal with a funeral before and didn’t know what to expect. Pure cremation made the whole process simple and delivered a professional service which I was happy with. My only suggestion for improvement would be to kept up to date as I didn’t hear anything for over 21 days after the cremation, I had to contact them to confirm when my mum would be returned, They did however apologise for this.”

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Posted 2 years ago

I agree that communication fell below the standards that we usually deliver, and I offer my sincere apologies for this. Thank you for sharing your experience of our care, it was our honour to care for your mum. Kind regards, Olivia

Posted 2 years ago

“We used Pure Cremation for my dad as this was his wishes , it was done with respect an I loved how they called at each stage before he was cremated, I felt a little left on the day of the cremation as you never know has it been done as there is no time so that felt a little lost, but the man who delivered his ashes back was so respectful asking my mum where would she like Alan placed an if she wanted him to bring him in he was very kind, and the ashes themselves are presented very nicely”

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Posted 2 years ago

This lovely review summarises everything we aim for in our care of the bereaved and their loved ones. Thank you for sharing your experience which we know will help others. It was our honour to care for your dad. Kind regards, Olivia

Posted 2 years ago

“Sensitive, polite and efficient, would recommend.”

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Posted 2 years ago

Thank you for this lovely comment, I am sure others will find it reassuring.  Kind regards, Chloe

Posted 2 years ago

“Overall the service we received from Pure Cremation following my fathers death was efficient and a smooth process, guided by their team.”

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Posted 2 years ago

Thank you for sharing your experience - we know this will help others who may be considering Pure Cremation either for themselves or a loved one. Kind regards, Chloe

Posted 2 years ago

“I gave the review a good rating because although the phone conversations were good and they kept us in the loop, I kept receiving an email requesting me to sign the permission document online, I received about 10 of them continuously, even after I told one of the team and sent a message online to say it was an error as I had posted the documents. Overall though I would recommend Pure Cremation as it made it a lot easier to cope with.”

Helpful Report

Posted 2 years ago

Thank you for sharing your experience with us all, it is greatly appreciated. It is touching to know our care made this difficult time just that little bit easier. We apologise for the inconvenience caused by the extra emails received, we will ensure this error has been resolved. Kind regards, Mia

Posted 2 years ago

“My Mum chose Pure Cremation, as she didn't want a funeral and really wanted to save the family the distress, as well as the cost, and the work that would be involved at an already difficult time. Some friends and family have expressed surprise and disappointment that there is no funeral, but I believe Mum did the right thing, and my husband and I will be doing something similar ourselves. I have found the whole procedure straightforward and easy to understand, with pointers being given as to paperwork required, etc. The online permission document was also welcome, as this speeded up the process substantially. I am very pleased with the presentation of the ashes; the gentleman who brought them was a very nice chap; he had quite a run to get to us, so this was all the more appreciated. I like the recycled plastic urn; very forward-thinking, and not at all distasteful; I thought it looked very good. The most astonishing part to me was the little brick that was included, which shows clear marks, due to having been cremated with my Mum. Perhaps some people may not like this, but I think it is fabulous; not only does it confirm that the correct person's ashes are in the urn, but it is a permanent memento that I am very happy to keep. I really thought this addition was superb. Everyone at Pure Cremation has been very kind and helpful; I think it has run so smoothly that it would be easy to forget how much work must have been involved. In particular, the collection of my Mum from the Hospice went without a hitch, and I did not have to be involved; it was arranged directly with the nurses on my behalf, and tbh, this is something I would not have liked to have to do myself on that day, so a big 'thankyou' is in order for making an admittedly, natural process, that is often unnaturally complicated by officialdom, so easy to deal with for the recently-bereaved. The only reason that I have not given 5 stars is due to a small administrative error that occurred; it does not in any way reflect upon the commitment and efficiency of the service, nor the dedication of the people behind it. I would thoroughly recommend Pure Cremation to all my friends and family, in fact, to anybody who is looking for a way to reduce their stress and workload around this difficult event. Everything has been efficiently and sensitively handled and I cannot praise Pure Cremation enough for this. My Dad also has a plan, and this has given me quite a bit of peace of mind regarding his eventual passing, and the same for Staff at the Nursing Home where he currently lives; they know they can rely on Pure Cremation to make arrangements quickly and with the minimum of disruption to their other residents. It really is a blessing to everyone. I have horses, and for years, we in my family have said that it would be great if humans could have the same dignified and efficient means of exiting this world. I really feel that Pure Cremation have achieved that, and I am not being frivolous; it really matters when you are already upset and just don't need any more red tape, nor a reminder a few weeks later. This process allows you to heal better, in my view; you don't have that awful dread of the funeral coming up; each day can truly be an opportunity to distance yourself emotionally from the death of a loved one, without being summarily dragged back into all that gloom 2 or 3 weeks later, which is the most difficult thing for a lot of people. Obviously, it can't solve everything, but it really helps. THANKYOU FROM ALL OF US.”

Helpful Report

Posted 2 years ago

Thank you for sharing your experience of our care and for your feedback, which is truly valued and will be taken on board. These lovely words will be greatly appreciated by our whole team, it is heartwarming to hear that we met your needs when it really mattered. Kind regards, Mia

Posted 2 years ago

“On the phone always very caring”

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Posted 2 years ago

Thank you for taking the time to review our services. Kind regards, Chloe

Posted 2 years ago

“Overall, I would say it was a good experience and much needed in terms of choice in the market place as opposed to the traditional route. Traditional undertakers must be wondering why they didn't think of it first. The idea and method is commendable. However, from my recent experience, I see some areas for improvement. Something as personal & emotional as a loved one's passing, in my experience and opinion, could receive some attention being given to, for example: How Pure Cremation's staff speak on the telephone & write emails. I feel, that more civility/empathy and fewer challenges in their communications are needed. Delivering my Mother's ashes in a VAN with PURE CREMATION signwritten all over it is not my idea of 'respectable'. I have never seen a hearse with advertising on it. The driver did apologize, but hey, it's too late then. Maybe add on an extra £5 and use a better quality bag with which to deliver the deceased ashes. Pure Cremation... you only get one shot at this - you need to get it right first time, every time. Still, I have recommended Pure Cremation to others. My personal feeling? Pure Cremation has expanded rapidly in a short number of years, quite rightly, due to public demand and perhaps a little of the original professionalism, decorum and detail have gone.”

Helpful Report

Posted 2 years ago

Dear Jacqueline, Thank you for your valued feedback. Thoughts shared like this are always really helpful in allowing us to review what it is that we do. Thousands of families are now looking at Pure Cremation as an informed choice for a funeral, not just based on price but on convenience and practicality too. It simply fits as a choice for many. We will talk to our team about the communication issues that you have raised. Despite being on the end of the phone and email we need to ensure that we are communicating with empathy and understanding, at all times. We must never forget the vital role we play in the few days and weeks after death. I’m sorry you didn’t get this experience. We have just added two cars to our fleet which will be dedicated to the delivery of people’s ashes. We’ll assess how well they are received and plan our vehicle strategy around that. The cotton bags we use when we hand deliver our ashes are really designed for discretion at the time of return. They are not reused so we took the decision to set the specification to bear this in mind. I’ll discuss your comments with the team though. Once again thank you for your valued and constructive feedback. Kind regards, Mia

Posted 2 years ago

“I was informed each step of the way they sorted things out when there was a problem. The only information that could be in proved is better idea on the day your loved one is coming home a idea of what time would have been very useful.”

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Posted 2 years ago

Thank you for this wonderful review, which is greatly appreciated by our whole team. An estimated date and time should always be confirmed for the return of a loved one's ashes and I apologise if this was not confirmed with you at the time. Please be assured I will pass your comments back to our senior management so that we can investigate your account in further detail to ensure our high standard of service is always being maintained. Kind regards, Mia

Posted 2 years ago

“The people I spoke to were unfailingly pleasant and helpful though I must have seemed like a pest because it appeared a long time till my husband was collected from Bradford Royal Infirmary and I rang frequently for updates. His ashes were taken to my son as arranged. All in all, very good.”

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Posted 2 years ago

It is our privilege to have been asked to care for your husband and it is heartwarming to hear that we met your needs when it really mattered. Kind regards, Chloe

Posted 2 years ago

“Happy with all your staff and service only part not happy with was you couldn’t give me a time for the actual cremation which is a very important part of the process”

Helpful Report

Posted 2 years ago

Dear Ms Williams, We will always confirm the date of the cremation as we understand this is a time families may choose to arrange a celebration of life, or remember their loved ones in their own special way. We do not confirm the time of cremation because there are many factors that can cause the arranged time to change and we feel it would be unfair to promise something that we cannot guarantee. Thank you for taking the time to share this with us and for your compliments about our service and team. Kind regards, Mia

Posted 2 years ago

“My mother pass and we had not made any arrangments. She passed at 10.30 pm and I contacted PC about an hour later. They arrived about 3 am but there was a decent distance to cover and we were happy with the ETA. I have to say I was very impressed with the way they dealt with everything on the night and it was very calm and respectful service they provided. During what is a difficult time they did everything we needed without fuss. I would have liked a little more follow up contact. I didn't hear from them regarding the actual cremation and I had to call up. I also had to call regarding the ashes delivery which was delayed but personally, this did not concern me.”

Helpful Report

Posted 2 years ago

Thank you for taking the time to share your experience of our care. We apologise that you were not regularly updated, this is not the standard of care we expect and I will be passing this on to the team so that we can continue to improve our service. However, it has been our honour to look after your mother and to support you during this difficult time. Kind regards, Olivia

Posted 2 years ago

“My overall experience of pure cremation was very good not perfect but good”

Helpful Report

Posted 2 years ago

Thank you for taking the time to share your experience of our care, your feedback is greatly appreciated. We would love to know how we can improve our service. If you would like to share this with us, please email us at customercare@purecremation.co.uk. Kind regards, Olivia

Posted 2 years ago

“Excellent. Mostly anyway. We had a very silly doctor that confirmed the death. Apparently, there was nothing to do, everything is electronic these days. WRONG. The death still needs to be registered. Not the fault of Pure Cremation, but perhaps a step by step guide, would be beneficial? Constant emails from Pure Cremation, regarding a "Green Form" were pretty annoying. The Registrar is the person that sends this and NOT the customer. Quite good overall, but the company needs to address the fact, we do not know all the facts regarding funerals, as we mostly are not in the industry?. An obvious lack of training regarding the said form. Other than that, it should be a simple 5 stars. The undertaker was out, on Good Friday!, in an hour; after the doctor's visit. Very impressive.”

Helpful Report

Posted 2 years ago

We are sorry to hear you were not informed of the next steps and for that, we can only apologise. I will pass on your comments to the relevant team regarding the emails about the Green Form to investigate this. However, we are very pleased to hear the rest of your experience highlights what we aim for in our care of the deceased and their loved ones. Kind regards, Olivia

Posted 2 years ago

“Very happy with the service provided.”

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Posted 2 years ago

Thank you for sharing your experience, it is greatly appreciated. Kind regards, Mia

Posted 2 years ago

“My loss was dealt with sensitively, and the staff are very polite and empathetic. Given 4 stars as unfortunately had to wait a long time for the funeral date, and had to travel nearly 3 hours to Hampshire in order to have it at a sooner date (still 2 week wait versus 4 weeks). Did have a few hiccups with confusion over pre-payment, and was sent an incorrect invoice for services alreaady paid but this was quickly rectified.”

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Posted 3 years ago

Thank you for letting us know about you experience when looking after your father’s cremation arrangements with us. Where we want to be able to offer an attend a committal at a venue closer to them, we work with a network of Crematoria across the country. This means that we have less control over the availability at the venue and have to consider other key factors to ensure we can accommodate this. Whereas at our own crematorium, Charlton Park in Andover, we can be more flexible with dates and times, as well as accommodating a committal on the weekend which would not be possible with our partner crematoria. I would like to apologise for the administration error meaning you received an invoice when you shouldn’t have, but I’m glad to hear this was resolved quickly. We will address this internally with the member of staff involved. Kind regards, Mia

Posted 3 years ago

“Pure cremation provided a good service. The people I came into physical contact with on collection and return of mum were respectful, professional and understanding. Making contact and confirming plans was straight forward s and staff on the phone were knowledgable and polite. We were told someone would call us to confirm cremation had happened. This didn’t happen and did cause some upset. I didn’t realise how significant that day would feel to me. I would say all the processes are embedded in the company but when asked to do something out of its usual process it fell short. Not everyone would want contacting but this could possibly be one of the questions early on and setting out the expectation on what communication to receive. I like the idea of the urn but hadn’t really prepared myself for what mum would be coming home in. Meaning a dash to buy a more fitting urn for her celebration of life. We have another policy with pure cremation and will better know what to expect next time. I would recommend the service.”

Helpful Report

Posted 3 years ago

Thank you for taking the time to share your kind words about the team who looked after your mother, and some valuable feedback following the cremation arrangements. I am disappointed to hear that such an important part of our standard process was not followed and want to assure you that is being addressed with the individual involved. Thank you again for bringing this to our attention. Kind regards, Olivia

Posted 3 years ago

“Very helpful and understanding”

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Posted 3 years ago

Thank you for this lovely encouragement. It has been our privilege to look after you all. Kind regards, Chloe

Posted 3 years ago

“I’m very glad my Dad chose Pure Crematorium but we did have one hick up. When my Dad was taken from his home we handed the gentleman the Paramedic report which he had asked us for. The following day we had a phone call asking for it and I told them we’d handed it over and to please speak to the gentleman concerned and to phone me back. I was very worried and upset but luckily the amazing lady who wrote that report had left me her mobile number. I phoned her and she had a copy emailed over to Pure Cremation. I didn’t get the phone call I had politely asked for or any explanation of how the paperwork went missing. If the paramedic hadn’t gone beyond the call of duty I just don’t know what I would have done. It sounds a small thing but when you’re greaving it’s massive. If it wasn’t for the above I would have given 5 stars. The staff are wonderful and reassuring, they are kind and understanding and apart from the paperwork issue I really did think my Dad was being looked after while he was there. His ashes have now been seamlessly returned to me and we are organising a Celebration of his Life or ‘The right old knees up’ that our Dad wanted.”

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Posted 3 years ago

Dear Jacqueline, Thank you for taking the time to share your experience with us all. We are disappointed to hear that there was an initial hiccup with the paperwork, a member of our senior management team will carry out a full investigation to understand what happened, and how we can prevent a similar issue again in the future, thank you for bringing this to our attention. It has been our privilege to help you find the best way to say farewell to your father, and heartwarming to hear that you felt truly looked after. Kind regards, Mia

Posted 3 years ago

“Details were handled respectfully by all staff.”

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Posted 3 years ago

Thank you for taking the time to leave this review for us, it is greatly appreciated. Kind regards, Mia

Posted 3 years ago

Pure Cremation is rated 4.8 based on 5,057 reviews