Pure Cremation Reviews

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

4.8 Rating 5,691 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 27th July 2025

129

Anonymous

Anonymous // 01/01/2019

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

“Very professional with any intimate information treated with the utmost care. I would recommend Pure Cremation Ltd services.”

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Posted 2 years ago

It is so good to hear that our care made a positive difference when it really mattered. Thank you for choosing us. Kind regards, Olivia

Posted 2 years ago

“Very pleased with all aspects of the Process from start to finish. Kept well-informed throughout. I would use them in the future. I was very comfortable with the gentleman who delivered the ashes, he was very calming and made me feel at ease. Rhoda Campbell”

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Posted 2 years ago

Thank you for highlighting the sensitivity shown by our wonderful people when returning a loved one's ashes. This important moment is often the first point at which families meet our staff face to face, and an opportunity to demonstrate the respect we have given to each special person entrusted to our care. Best wishes, Mia

Posted 2 years ago

“The overall experience and service were good...but we had a slight delay due to getting paperwork from the hospital, which led to the cremation being delayed by 10 days, but Pure Cremation managed to get the ashes delivered to us in record time. Thank you.”

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Posted 2 years ago

Thank you for taking the time to share your experience. We are please to learn the ashes delivery made up for any delays. Kind regards, Chloe

Posted 2 years ago

“Very professional and kept us updated”

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Posted 2 years ago

It is so good to hear that our care made a positive difference when it really mattered. Thank you for choosing us. Kind regards, Olivia

Posted 2 years ago

“We were very pleased with the staff and service we received. Very friendly and helpful.”

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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

“I have used your services twice now and overall have found the service to be good, however on both occasions now, the personnel picking up the body I found to be unprofessional. The first time the older member of staff was high fiving the younger one once they had put my mother in the van ! The second time when picking up my Freind the man came back in and started apologising for the previous unprofessional experience but to my friends 16 year old child, ( who previously was unaware of the incident ! ) I think some training might be appropriate as this is a very delicate time for most and a “brief “ and polite interaction is all that’s required.”

Helpful Report

Posted 2 years ago

Dear Sarah, Pure Cremation is committed to offering the highest standards of care to the bereaved and their loved ones, so we are very keen to understand and investigate any situation where our care may have fallen short of this. Due to our very detailed record keeping, we note that the older member of staff mentioned having looked after mum is no longer with the company. A manager has been appointed to look into the issues that you have raised and we would love to reach out to you personally to apologise. We invite you to suggest a convenient time and best contact number for that conversation by emailing this to us at customercare@purecremation.co.uk. Kind regards, Olivia

Posted 2 years ago

“Efficient and compassionate service throughout. At a time when everything can feel a little overwhelming, the customer service team at Pure made everything very simple. Good communication on the whole and a great service.”

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Posted 2 years ago

Thank you for highlighting each stage of care that you received. This means a lot to the whole team. Kind regards, Olivia

Posted 2 years ago

“Very helpful and was kept updated at all times. The only negative came from the home where my mother lived. My mum died at 9.10pm and was not collected until 5am the following morning. I guess you were busy.”

Helpful Report

Posted 2 years ago

Dear Tracy, Thank you for your valuable feedback. We are legally unable to bring anyone into our care until their death has been verified by a medical professional. In this case, although your mother passed away at just after 09:00, we then didn’t receive a call from the Care Home to confirm this had happened at 22:44. We arranged to come and look after your mother as soon as we were informed. As we cover the whole of England and Wales, it does sometimes take us a few hours in travel time to be able to look after someone. We try to make sure that we carefully manage everyone’s expectations, and our process is to call with an estimated time of arrival so those caring for the person is kept up to date. This also prompts a conversation around alternative options should this timescale not be suitable. I hope this helps in giving you reassurance that we acted swiftly in order to look after your mother, and anyone else we are trusted to care for. Kind regards, Harriet

Posted 2 years ago

“Our mum had arranged this and we only found out when the plan was nearly fully paid. Initially we were upset that we wouldn’t be arranging her funeral, however, this was one of the best things she could have done. When your loved one has passed and you are grieving, I couldn’t think of anything worse than arranging a funeral. Everything was taken care of and our allocated representative (Ali) was sympathetic and considerate at every contact. Mum was returned to us a few weeks later and we can now concentrate on moving forwards and remembering her without any worries about arrangements. Definitely given me something to think about for my future. Thank you for making a very difficult time easier for us.”

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Posted 2 years ago

Thank you for sharing your experience with us, this lovely feedback is truly valued. Kind regards, Mia

Posted 2 years ago

“Outstanding service from Pure Cremation Only one concern was cremation didn't happen on the day I was told. It would have been really nice just to have had a call to let me know of delay as we had arranged a family gathering for that day Other than that the help and comfort from this company was above and beyond The stress of dealing with coroner and official papers was taken off my shoulders My contact .. Julia was more than helpful and very supportive Even the lady who brought my husbands ashes back was courteous kind and friendly A wonderful comany I would recommend xx”

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Posted 2 years ago

It is so good to hear that you received the care and support that you needed. Thank you for mentioning Julia, we will pass on your kind words to them. Kind regards, Chloe

Posted 2 years ago

“My Dad had said he didn't want a big funeral when he passed away. He had previously paid for his funeral with another Funeral Director but cancelled it as he said it was too much..(True Yorkshireman!) We then looked at different funerals, he chose Pure Cremation but we only discussed it. He died very suddenly two weeks before Christmas (13th) which was a huge, huge shock. I called PC the Day after my Dad died and was told that he had already spoken with them previously but not made any arrangements, I'm glad in a way as he would have been told what would entail and he was obviously happy with that. Right from the beginning everything was very straight forward, easy to understand, told what was needed ie forms signed online and what was to happen once the forms were completed. I was informed when my Dad had been transported from hospital to the Crematorium on the (23rd Dec) then again on the 28th being told that the actual cremation might be brought forward and take place on the 30th but I Would Be Told! (it was the Christmas Holidays so delays were expected).....Unfortunately I wasn't, the following week I was contacted for the arrangement of my Dads ashes to be returned, I said they were supposed to inform me about the cremation but I felt I was brushed off.....I would have liked to have been told as I feel that was the most important date ( and most importantly they're whole involvement was the cremation itself) my Brother was still here visiting (he lives on the other side of the country) so we could have had some sort of celebration for my Dad together, .....I still feel let down about this. If you're wanting a straightforward no fuss funeral then Pure Cremation is probably what you want, hopefully they'll keep you a little more informed......”

Helpful Report

Posted 2 years ago

Thank you for taking the time to leave such a detailed review. It is a great honour to care for any family under such difficult circumstances. We thank you for choosing us and for the positive feedback. We are truly sorry to hear you were not informed of the cremation date. Our customer care protocol includes informing relatives of the date of their loved one’s cremation at least 48 hours in advance of this important event. Please know we will investigate why this did not happen. With kindest regards, Chloe

Posted 2 years ago

“All the people I dealt with were extremely kind and helpful. There was a bit of a mix up with the coroner and the mortuary, but, as the extra fee for courier delivery was waived, I am very happy with the service offered and would thoroughly recommend Pure Cremation to others. Thank you for all your help.”

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Posted 2 years ago

Thank you for taking the time to share your experience, it is truly appreciated. Best wishes, Mia

Posted 2 years ago

“The registering and original communications were excellent. Actually dealing with the death, collection and cremation of my husband was quiet and efficient - I was aware of everything as it happened. My disappointment was afterwards when dealing with the office - I was ALWAYS put on hold with ghastly (unsuitable) music droning on - and each department seemed to operate separately. The telephone number needs to be updated on old paperwork. Overall I would (and have) thoroughly recommend Pure Cremation.”

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Posted 2 years ago

Thank you for these very touching comments, about the care and support you received by our team. Please be assured that we have taken your feedback on board and this has been passed onto the relevant manager to be considered. Kind regards, Mia

Posted 2 years ago

“Arrangements and overall service very good. However due to third party administration issues a claim for payment was waived but pure cremation declined to issue a refund to us which I found disappointing.”

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Posted 2 years ago

Dear David, Thank you for your positive feedback. In relation to the administration error made by the doctor who completed the legal cremation paperwork, although the doctor chose to waive their fee, the plan that was taken out was an all-inclusive plan covering any scenario so no monies would be refunded due to this. The idea is that this provides peace of mind that, whatever the circumstances, the plan covers any third-party fees or disbursements that may be associated with the cremation of a loved one. Should you have any further questions then please do not hesitate to contact us. Kind regards, Harriet

Posted 2 years ago

“Very good service from first point of contact. All staff very polite, respectful and understanding of the circumstances. The only downside was the delivery of ashes. Unfortunately due to our government feeling that ladies have to work beyond 60 years of age. I am still working part time and requested a Tuesday delivery.. 15/11 had to be cancelled as operatives on compulsory training, offered a Friday 21/11.. my sister agreed to take delivery, unfortunately that had to be cancelled day before as operative had an acciden. Then given 30/11 which was a Wednesday, felt that no effort was being made to find a Tuesday, luckily I had booked this week off work and was at home that Wednesday. The delivery man rang me as I had been told he would and gave an estimated arrival time. He was very pleasant and polite. I have also paid for my funeral with Pure Cremation since dad passed. I just hope delivery of my ashes goes smoother.”

Helpful Report

Posted 2 years ago

I’m sorry that our returning of the ashes to you was problematic. At Pure Cremation we hand deliver all ashes back to families. Training our colleagues on a regular basis is important for us to ensure our service standards remain at the highest level, but this should have been factored in before we committed to the date for the return. We do try to arrange dates for return that fit with our families wherever possible but it can be challenging when events out of our control happen. Thank you for your feedback which we’ll use to improve our service. Kind regards, Chloe

Posted 2 years ago

“Cannot fault any aspect of the service provided by Pure Cremation. If I had any criticism it would be that pre arranged calls were not made on the day and time. Also stumbling over the deceaseds name on the phone shows a lack of preparedness and professionalism and is not particularly nice for the NOK to hear.”

Helpful Report

Posted 2 years ago

Thanks for your feedback and I’m sorry that the service you received was not to our usual high standards. To allow us to investigate your experience further could you please get in touch with us at customercare@purecremation.co.uk. Kind regards, Olivia

Posted 2 years ago

“Staff were lovely and helpful, so kind. Informed at every stage. However I thought the process took too long, 3 weeks from ours mum passing to the cremation and 10 days to get her back”

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Posted 2 years ago

Thank you for these kind comments about our caring team. We aim to return ashes within 21 days from the cremation itself, this is stated in our literature and our website. However, if there are additional factors such as coroners involvement, or delays in paperwork this date could be later. Kind regards, Mia

Posted 2 years ago

“My brother passed and and decided to go down the route of pure cremation, both my wife and myself have agreed now t go the same way due to the way it is dealt with”

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Posted 2 years ago

Thank you for this lovely review which means so much to the whole team. We would be honoured to welcome you and other family members as plan holders and regard this as one of the highest compliments anyone can give our service. Kind regards, Mia

Posted 2 years ago

“It did what it said on the tin. The only issue seemed to be around arranging delivery of my mother's ashes. Trying to get a date seemed to be complicated, and I ended up going to Andover myself to pick them up. It seemed simpler. Apart from that it was fine.”

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Posted 2 years ago

Thank you for taking the time to share your experience of our care, I agree that communication fell below the standards that we usually deliver, and I offer my sincere apologies for this. However, it was our honour to have been asked to care for your mother and to support you during this difficult time. Kind regards, Olivia

Posted 2 years ago

“Service great but could be a base closer in Scotland as I had to sit with my mums body longer than it should take”

Helpful Report

Posted 2 years ago

Dear Mr Howieson, Thank you for your review. Our Scottish team are located just 13 miles from your mother's address, in East Kilbride and will always ensure that they reach an address as soon as possible. On this occasion our team were supporting another family, but having reviewed the details of your mother’s care, we are still satisfied that they reached the address within our expected time frame. Kind regards, Mia

Posted 2 years ago

Pure Cremation is rated 4.8 based on 5,691 reviews