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

“Really heartbroken about this service. While the coordinator was lovely the general organisation is nothing but poor impersonal and cold, I honestly would urge anyone considering this to think about the loved ones they leave behind who won’t get a chance to say goodbye. The ashes also are returned in something that resembles a plastic cereal container. In my opinion a life a body a soul is precious and should be given the up most respect. Definitely not something I would recommend.”

Helpful Report

Posted 1 month ago

Thank you for taking the time to share your feedback. While we’re pleased to read that you felt supported by our care support team, we’re sorry that other aspects of the service did not meet your expectations. With Pure Cremation, respect is at the heart of everything we do, and we treat every loved one in our care with the same dignity and respect we'd want for our own loved ones. While our prepaid plan does not include a service at the crematorium. Many families who choose Pure Cremation have made a decision to focus on a celebration of life rather than a traditional service. At Pure Cremation, we’re committed to being open and transparent about what our services include, so families can make clear, well-informed decisions with confidence. We also encourage our Plan Holders to have conversations with their loved ones in advance, so everyone knows what to expect when the time comes. We appreciate your feedback about the urn. We have carefully chosen the ashes container for strength and green credentials, as well as a design that can accommodate our unique ceramic disc, confirming the identity of the ashes. However, we’re sorry this wasn’t to your personal preference. We’ve shared this feedback with the team to be considered for future changes. In the meantime, we will review your experience in more detail so we can better understand your feedback. A member of our team will then get in touch to discuss this with you. If you would like to speak to us in the meantime, please feel free to reach us on 0800 033 7737 where we would be happy to assist. Kindest regards, Pure Team

Posted 1 month ago

“I was expecting this service to feel much more personal than it actually did, I had one really nice lady called Wendy who was lovely through out but if I made any calls I asked to just speak with Wendy I was met with some huffs and puffs that I didn’t want to keep going over and over things with different people the other calls felt very call centre vibe rather than someone who was worried how you might be feeling. Also the container loved ones are sent back in are horrible looks like a cereal container that’s been wrapped and just stamped with a number, these people are human beings not just numbers on a dog tag. Just not very personal at all and a very upsetting time for all.”

Helpful Report

Posted 1 month ago

Thank you for your review. We’re pleased that you appreciated the support provided by Wendy but disappointed to learn that this didn’t feel consistent with other members of the team that you spoke to. We also appreciate your feedback regarding the urn provided, and we understand that every family will have their own personal preferences. Please be assured that the modern design of our urn in no way reflects a lack of care or individuality for the loved ones entrusted to us. At Pure, our caring team treats every loved one with the same dignity, respect, and care that we would expect for our own family members. The urn has been carefully chosen because it is biodegradable, giving families the option to inter ashes if they wish. It is also designed to make scattering easier and includes a dedicated place for our unique ceramic identification disc, which provides an additional layer of reassurance by helping to confirm the identity of the ashes. We have shared your feedback with the appropriate team so that each state of care can be reviewed, including the communication between you and our team. We will get in touch once this has been done so that we can discuss your experience with you. If you would like to speak to us in the meantime, please don't hesitate to contact us on 0800 033 7737. Kind regards, Pure Team

Posted 1 month ago

“I was not happy with the urn my partner came home it my daughter and myself were upset not very professional not happy my partner was from a big family they were disappointed I won’t be using you again”

Helpful Report

Posted 1 month ago

Thank you for taking the time to leave a review. We’re very sorry to learn that you were unhappy with the urn provided. We aim to be fully transparent about what we provide, and details of our urn are included in our “Next Steps Guide,” which is shared with the person managing the arrangements. The urn has been carefully selected for its durability, environmental considerations, and its suitability for safely holding our unique ceramic identification disc. That said, your feedback is very important to us, and we’re sorry that the urn did not meet your expectations on this occasion. We would welcome the opportunity to look into this further and better understand your experience. If you’re happy to share a few more details, please contact our Customer Care team at customercare@purecremation.co.uk or call 0800 033 7737 with your full name and preferred contact details, and we’ll make sure your feedback is reviewed carefully. Kind regards, Pure Team

Posted 1 month ago

“Pure Cremation was the choice of my late mother who opted for the most basic plan as she didn’t want a traditional funeral as at 94 she had survived most of her family and friends. As her son I did not agree with her decision. The company was attentive and efficient immediately following her passing and removed her body promptly to their chapel of rest. Following registration of her death they appraised me when her cremation would take place although would not commit to a time. They also booked a day and time for us to scatter her ashes in their garden of remembrance, which was her wish. This was the last time Pure Cremation contacted me, failing to inform me her cremation had actually taken place. I contacted them had this confirmed and confirmed the time and attendance at her scattering. This event was so clinical and the staff member insisted on referring to my mother as Mrs S throughout. They didn’t even offer condolences. The so called garden of remembrance was the grassed areas either side of the access road and surrounding their car park. We found the whole process cold and undignified. Had I known all this I would have ignored her wishes and given her the send off she deserved. Pure Cremation make their service sound so appealing on the TV. Do your due diligence before signing up if you can afford do say goodbye the traditional way.”

Helpful Report

Posted 4 months ago

Thank you for sharing such detailed feedback. We’re pleased that our team was attentive and efficient immediately following your mother’s passing and that we were able to arrange the scattering of her ashes according to her wishes. We always aim to respect the choices of the person in our care. We’re sorry, however, that the experience didn’t feel personal for you. We understand how important it is to feel supported and informed at such a sensitive time, and we regret that you felt our communication and the way the scattering was handled didn’t meet your expectations. Your feedback is very important, and we’ll be sharing it with our team so they can review the arrangements and communication and look at how we can better support families in the future. If you’d like to discuss your experience further, please contact us on 0800 033 7737 or email customercare@purecremation.co.uk. Kind regards, Pure Team

Posted 3 months ago

“I was not impressed with this company. I had to call them for all information of where my mum was. She was left at the hospital for about 10 days because they were “busy”. But until I rang them I had no idea of this ….. very poor excuse And on every occasion that I rang the their standard line was “” oh you are on my list to call later today””….. I would NOT recommend this service at all. NO customer service. at all as far as I am concerned. Gillia”

Helpful Report

Posted 5 months ago

Thank you for taking the time to share your feedback. 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 discuss your experience in more detail. 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. Kindest regards, Pure Team

Posted 5 months ago

“They absolutely did not make things easier, they actually added to the pain. Communication was terrible. I had to do all the chasing. I'm still waiting for a callback... Myself and five other people I know were also going to take a plan out with Pure Cremation, but after this experience we are now looking elsewhere. I'm posting this anonymously knowing that the company will see my details and maybe get in touch. Very, very disappointed.”

Helpful Report

Posted 5 months ago

Thank you for your review. We are concerned to hear your feedback, and we would be grateful if you could provide us with more information so that we can review the arrangements in more detail. You can send this to us at customercare@purecremation.co.uk. Please include your loved one's name, along with your preferred contact details. Kindly include "review" in the subject line so we can assist you more efficiently. Best wishes, Pure Team

Posted 5 months ago

“Delivery of ashes - the gentleman who did this, whilst polite and suitably dressed, and on time - did not remove shoes when invited in. He also asked to use my toilet as he said he'd had a 3 hour drive - this meant going upstairs, still in shoes, and he also did not wash his hands. I felt like I coldn't say no, and to be honest, there are loads of places (Costa, cafes, supermarkets, fast food outlets) where he coud have done this. Felt a bit invaded and did not like the idea of an unknown male upstairs in my home. I felt I had to give everywhere a good clean afterwards.”

Helpful Report

Posted 6 months ago

Thank you for taking the time to share your feedback. We're very sorry to learn about your experience and would like the opportunity to look into your concerns in more detail. As your review was submitted anonymously, we’d be grateful if you could get in touch with us directly at customercare@purecremation.co.uk, including your full name and your preferred contact details. Please mention "review" in the subject line so that we can prioritise your email. If you need any assistance from us in the meantime, please don't hesitate to contact us on 0800 033 7737. Kindest regards, Pure Team

Posted 6 months ago

“I had a problem between the coroner and pure cremation, paperwork not transferred. I realise mistakes happen. But I spent an entire afternoon ringing the coroner and pure cremation, which surely I should not have had to do! When I'm dealing with the death of my husband. Consequently it has taken a very long time to finally receive his ashes. 7 weeks infant.”

Helpful Report

Posted 6 months ago

Thank you for your review. Your feedback is important, and we appreciate you bringing these points to our attention. We have shared your comments with the relevant team, who will review the arrangements and get in touch to discuss this with you further. If you would like to get in touch in the meantime, please don't hesitate to contact us on 0800 033 7737. Kind regards, Pure Team

Posted 6 months ago

“the most traumatic time ever made even worse terrible communication i literally had to ring for every update at one point i had to ask were my husband was as i just did not know and nobody was ringing me back i had a policy also but cancelled soon after just felt really let down”

Helpful Report

Posted 8 months ago

Thank you for taking the time to leave your feedback. We are concerned to hear about your experience, and a senior manager will review the arrangements in detail. They will be in touch with you directly to discuss this further with you. If there is anything we can support with in the meantime, please reach out to us on 0800 033 7737. Kind regards, Pure Team

Posted 8 months ago

“To take the stress away from a funeral, I think not ,no one & I mean no one ,speaks to each other at PC .Emails, telephone calls just wasn't passed on to relevant areas, which made the whole process unpleasant.”

Helpful Report

Posted 10 months ago

Thank you for bringing this to our attention. We understand how important communication is, especially during such a sensitive time, and we are very sorry to hear about your experience. We will address your concerns immediately by reviewing all communication regarding your loved one's arrangements and will reach out to you shortly. In the meantime, if there is anything else we can assist you with, please feel free to contact us at customercare@purecremation.co.uk or 0800 033 7737. Kindest regards, Pure Cremation Team

Posted 10 months ago

“My mother died at home and when we rang pure cremations to come and pick mum up we waited 6 hours as they told us they do not live near to us . When they arrived I was horrified that they put her in the black bag in front of us that was very upsetting indeed . When she came back to us it was in a cupboard box and they did not stop to have a chat and a cup of tea like the advert says .all very upsetting to be honest”

Helpful Report

Posted 10 months ago

Thank you for taking the time to share your experience with us. Your feedback is very important, and we truly appreciate you bringing these points to our attention. A senior manager is currently reviewing the concerns you’ve raised and will reach out to you directly as soon as possible. In the meantime, if there’s anything else we can do to assist you, please don’t hesitate to contact us at customercare@purecremation.co.uk or call us on 0800 033 7737. Kind regards, Pure Cremation Team

Posted 10 months ago

“I felt that I was misinformed about the length of time it would take to have my daughter's ashes returned to me. When talking to PC I felt they were often evasive when asked about timescales. Other than that they performed ok”

Helpful Report

Posted 11 months ago

Thank you for sharing this feedback with us. We are very sorry to learn that you felt misinformed about the timescale to return your daughter's ashes. We will review the arrangements in detail and get in touch directly to discuss your experience with you. Kindest regards, Pure Cremation Team

Posted 11 months ago

“Got delivery address of ashes wrong and no tracking details or correspondence on the day of delivery. No apology offered. Wouldn't recommend.”

Helpful Report

Posted 11 months ago

Thank you for taking the time to bring this to our attention. This is not the level of service we aim to provide, and we understand how upsetting this must have been for you. We’ll be in touch with you shortly so we can look into what happened and discuss your experience in more detail. If there is anything more we can do in the meantime, please don't hesitate to contact us on 0800 033 7737. Kind regards, Pure Cremation Team

Posted 11 months ago

“Not experienced pure cremation before. To be put on hold by a ai voice and to be told im 3rd in the queue minutes after my mum had passed was very cold. It was like ringing sky tv. Wasnt told that my mum had been picked up had to find out off the nursing home. Wasnt told where my mum taken too gad to phone to ask. And it goes on. Very dissapointed.”

Helpful Report

Posted 11 months 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 info@purecremation.co.uk or directly at 0800 033 7737. Kind regards, Pure Cremation Team

Posted 11 months ago

“Making the first phone call to say my mother had passed was hard enough, without constantly getting disconnected around 3 or 4 times and them having to call back, having to repeat with everything that was already organised and in writing multiple times. No compassion at all. I was advised of all the movements after registering death. Only good point. I think one of the worst experiences was when they brought my mams ashes back, carrying them on her arm in a bag, again no compassion and she even said, sorry for being late I popped in my family members that live local. Disgusting from start to finish. Would never recommend these to anyone.”

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 this to our attention. A senior manager will be looking into the points you have raised and will reach out to you directly at the earliest opportunity. If there's anything else we can do in the meantime, please feel free to contact us at info@purecremation.co.uk or by calling us on 0800 033 7737. Kind regards, Pure Cremation Team

Posted 1 year ago

“Not happy with the way we were treated and that David came home in a plastic tub”

Helpful Report

Posted 1 year ago

Thank you for taking the time to leave a review. We are concerned to learn of your experience. A senior manager will review the arrangements in detail and will be in contact directly to discuss this with you. We also greatly appreciate your feedback regarding our urn. We've thoughtfully selected an ashes container that’s both strong and environmentally friendly, and designed not only to hold our unique ceramic identity disc, but also to make scattering or transferring the ashes into another urn as easy as possible. However, we understand that families may have their own personal preferences. Your feedback is greatly appreciated and we will take this feedback on board. If there is anything we can do in the meantime, please call us directly on 0800 033 7737. Kind regards, Pure Cremation Team

Posted 1 year ago

“Not impressed. We had to chase down the green form after your colleagues had failed to sort out. When I contacted your company about progress, a colleague confirmed that my fathers body had been picked up and the cremation date was 6th March. When I asked if it is normal to have to chase down cremation dates without this being provided as part of the service the colleague informed me that the only time we receive any contact is when a colleague delivers the ashes. .”

Helpful Report

Posted 1 year ago

Thank you for taking the time to share your experience with us. Your feedback is very important, and we truly appreciate you bringing these points to our attention. A senior manager is currently reviewing the concerns you’ve raised and will reach out to you directly as soon as possible. In the meantime, if there’s anything else we can do to assist you, please don’t hesitate to contact us at customercare@purecremation.co.uk or call us on 0800 033 7737. Kind regards, Pure Cremation Team

Posted 1 year ago

“My Father Passed away on the 26th of October, we began the cremation process around the 30th of October. The start of the process was straight forward and Pure cremation were polite and helpful providing the details on what would happen. The whole process as stated on their website should be completed in around 16 days. I did not get my fathers ashes back untill the 17th of December. Pure Cremation did not inform us the crematorium being used to cremate my father was under refurbishment, I only found this out when I made a call to find out what was going on. I was told I would get a call the day after the cremation which was the 2nd of december, I did not recieve this so when I called to see if the cremation had taken place and query why I did not recieve a call i was then told phone calls after cremation usually happen after around 5 days. The only thing that went as planned was the delivery of my fathers ashes. We were notified of the delivery date and this was correct and the delivery happened without incicent, the lady was incredibly polite and helpful. Pure cremation need to look at their process when crematoriums are under refurbishment or not operating fully because me and my family have had to in a way put our grief on hold while waiting an incredibly long time for the process to be completed. Waiting nearly 2 MONTHS is NOT ACCEPTABLE!”

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 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 1 year ago

“You are taking my mum away from her home to cremate her and return not to her eldest but to her son who is refusing to share her with me I am grieving with the loss of mum I want her ashes returned to me in Swindon for a private farewell for me instead of having go to a house where someone is controlling all contact”

Helpful Report

Posted 1 year ago

An appropriate person has instructed Pure Cremation to carry out the cremation arrangements. In their capacity as the Applicant, they are responsible for the cremation arrangements and instructions for ashes either in accordance with the deceased person’s wishes as set out in a Will, or if no instructions exist within a Will, then as the Applicant considers appropriate. On this basis, we are required to take our instructions from the Applicant. While we appreciate this is a sensitive issue, we are unable to provide any information without consent from the Applicant. We would kindly suggest that you contact them directly, alternatively, they can contact us and give authority for you to discuss the details with us. This ensures we are complying with our duty to protect the data of those we are trusted to look after. We would be happy to speak with the Applicant to ascertain whether we can also liaise with you. Please email us directly at info@purecremation.co.uk with your details and your mum's full name and date of birth. Kindest regards, Pure Cremation Team

Posted 1 year ago

“I wouldn't recommend pure cremations to anyone the length of time it taken from my partners dad's death on 7/10/24 to be collected from James cook morgue was disgusting and upsetting for his family 17 days Later my partners father wad finally collected and then we had to wait until 9th november for his cremation absolutely disgusting service we eill never use pure cremations ever again !!”

Helpful Report

Posted 1 year ago

Thank you for taking the time to leave a review. A senior manager is currently reviewing the concerns you have raised and will contact you directly as soon as possible. In the meantime, if there is anything further we can support you with, please don’t hesitate to get in touch at customercare@purecremation.co.uk or by calling us on 0800 033 7737. Kind regards, Pure Cremation Team

Posted 1 year ago

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