Name: Pure Cremation Ltd
Address: Charlton Park Crematorium Charlton Down, Charlton Park Crematorium Charlton Down, Hampshire
Rating: 4.82

“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 4 weeks 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 4 weeks 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 month 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 month 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 2 months 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 2 months 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 3 months 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 3 months 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 3 months 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 3 months 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 3 months 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 3 months 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 4 months 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 4 months 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 4 months 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 4 months 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 5 months 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 5 months 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 8 months 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 8 months 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 8 months 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 8 months 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 10 months 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 10 months 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 11 months 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 11 months ago

“Having used Pure Cremation three times in as many years - I feel I am well placed to make an honest comment. My last experience was no where near as good as the first. I wonder if Pure Cremation is now too big to give a truly sincere and personal service at a time when most users are vulnerable.”

Helpful Report

Posted 1 year ago

Dear Ms Parris, I am very sorry to hear this account and would welcome the chance to speak with you to fully understand your experience. You can reach out to me at customercare@purecremation.co.uk and I would be grateful if you could provide your loved one's name and postcode details so I can review the arrangements in detail. Yours sincerely, Mia

Posted 1 year ago

“We recently used Pure Cremation for my Father, as he did not want the formality of a church service. Pure Cremation was very dignified in my initial contact with them and swiftly assisted in filling out the appropriate paperwork to start the process rolling. I did find the misspelling of my middle name rather annoying and I had to correct this a few times. I also found the fact the selection of the urns the ashes were returned in, to not really, be the most appropriate design that suited my Father. Also, the fact from the 3 designs that were offered you were not to able select with the assurance that the design chosen was the one you would receive. The ashes did come back in the one I did select, but again I think this is a very personal part of the process, especially for the loved ones receiving the ashes. Also although we were supposed to have a designated person, overseeing the process. I found at times Julia Bryan to be not the most empathetic person and it was also like I was a formality, as at times I had to chase things and received an email detailing things I should have been told in person over the phone. I think with bereavement, every small detail needs to be right and tailored to each family's needs and wishes. Service was not bad, but could have been better!”

Helpful Report

Posted 1 year ago

Dear Gemma, Thank you for your review, and for your important feedback. I would firstly like to apologise for the incorrect spelling of your middle name, this is something we will be looking into to understand what happened as it’s so important to get it right. Thank you for bringing this to our attention. I am also sorry to hear that your experience was not as we would expect. I will be investigating your father’s case and the contact made with you as this does not reflect our normal processes, or the care and empathy that I know the team have for the families they look after. In relation to the urns in which loved one’s ashes are returned, we have carefully chosen the ashes container for strength and green credentials, and the image wrap used is usually selected dependant on availability at the time. I’m sorry you felt this was not the best fit for your father, every family has the option to send an alternative urn and we are happy to place the ashes in their chosen container prior to return. Please do not hesitate to contact me if you have any further questions. Kindest regards, Harriet Castle

Posted 1 year ago

“Thank you for delivering my sister back to me.i was a little put out when i seen the guy pull up outside my home to remove the ashes from the side door of the van and then get into the van to place the ashes in the purcremations bag.i do think this should have been done before delivery.”

Helpful Report

Posted 1 year ago

Dear Sir/Madam, Thank you for taking the time to share your experience, it was our honour to return your sister back home to you. Each person’s identity is checked and confirmed at numerous stages during our care, including a final verification immediately prior to the final preparation for transfer to loved ones, and placement in the soft bag that we use. We are sorry that this final check was not performed as discreetly as it could have been and apologise for any distress that this caused you, but hope that this explanation has been helpful. Kindest regards, Mia

Posted 1 year ago

“Pure Cremation do a good job overall in that they specialise in a no-fuss cremation for those who want this, so family and friends can celebrate the loved one's life in their own way. They treat the matter with respect and many staff members are friendly and kind. However, in my experience, communication was unclear and minimal, and admin messy. When you've just lost someone so close and feel vulnerable, the last thing you need is to keep chasing up people who promise time and again that they're going to call you, but fail to do so. It's really not nice. I was so patient and understanding about it but inside it hurt. Overall the experience with PC was fine, but I'd recommend some better staff training not to leave bereaved people in the lurch.”

Helpful Report

Posted 1 year ago

Thank you for taking the time to share your experience of our care. We are disappointed to hear that our service and communication did not match up to our high 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, Chloe

Posted 1 year ago

“my mum passed away on the 17th dec,i paid in full two days after and organised her creamation,i was told she will be collected from the hospital the following tue and that they would contact me when they were on their way.two weeks later i was forced to ring to see if they had got her in their care and the lady said no we will be getting her on the14th jan which was nearly a month so she had been still at hospital all alone. Me and my father was very upset by this.On the sat i did not receive a phone call to say they had finally got her but again i had to ring to see what was going on.They said they did pick her up and was sorry (once again for not contacting me)i then asked when and what time she will be getting creamated on the sat,they then said once again the will contact me to let me know.ON the following tue they actually rang me and asked how it went??? i said i had no idea what the time was she was being cremated as they were supposed to contact me with the time and once again it slipped their mind....This had me feeling very dissapointed and upset as this is my beautiful mother.Im still very upset about this and it hurts.She trhen said they will be delivering her ashes to me a wk later,but im not holding my breath...:(”

Helpful Report

Posted 1 year ago

Dear Amanda, I am sorry that you feel your experience with Pure Cremation has not met your expectations. Having looked at the detailed notes that make your mother’s record, I can see that you instructed us to look after the arrangements on Friday 23rd December. Due to this being just before the Christmas period, we arranged to bring your mother into our care at the earliest possible date, taking into account that hospitals are unable to accommodate this over the weekend and bank holidays. Unfortunately, on the day we intended to bring your mother into our care, we experienced a sickness within the team meaning we were unable to bring your mother into our care on the date originally intended, but again arranged this for the soonest possible date following. I do agree that communication could have been better throughout, and that your expectations could have been managed better in relation to timescales over the festive period. I can see that we have arranged for your mother’s ashes to come back to you on Monday to ensure there are no further delays. Please do let us know if there is anything else you need at this point. Kind regards, Harriet

Posted 1 year ago

“Please i still do not know if my brother Philip Smyth 6.10.1950 ashes were delivered to my sisters friend Marcia in Kent.... I originally thought they were being delivered in August and had a message from marcia in November asking where the ashes were and she had not recieved them... So i called pure cremation and they were still there!! The lady said she would get them delivered as soon as possible and said she would call Marcia as I was in Spain and my phone did not work... So i still don't know as I have only just returned and I have not got an email to say what has hapoened.. Please let me know as soon as possible.. As there has been a family split over his death and my sister and her friend Marcia are not speaking to me thank you Mia tomline 07748971474”

Helpful Report

Posted 1 year ago

Dear Mia, We would like to apologise for the delay in arranging the safe return of your brother’s ashes. This was due to the uncertainty around your instructions for his ashes, which I am glad we have been able to resolve. I can confirm that everything has taken place as planned, but we will arrange a call to make sure we can give you peace of mind and we can answer any questions you may have. Kind regards, Harriet

Posted 1 year ago

“Ken died at home. He was 86. Had several age related illnesses including heart problems when he spent 5 weeks in hospital. It was discovered. Either he was told and chose not to tell me. I do not know. He has been poorly after coming out of hospital. What I would love ke to highlight here is that since covid. There has been very little understanding of how general practitioners work. The surgery knew of his condition. When the police officers said it was ok to remove the body as there were no suspicious circumstances. You said you needed a coroners report. Fortunately events finally unfolded that made things ok. I live here in Beverley. Far from your place of work. I am 73. With a learning disabled daughter. And 13 year old granddaughter. What are your provisions for dealing with this situation should I pass away?”

Helpful Report

Posted 1 year ago

Dear Mrs Stephenson, Thank you for your feedback in relation to your husband’s cremation arrangements. Where we are looking after someone who has died at home, we need to gather a certain amount of information to ensure the appropriate care of the person, as well as what we need to do to obtain the necessary legal paperwork. Having looked at the circumstances around your husbands passing from the information gathered, we were alerted to the fact there may be a need for coronial involvement. Because of this, the correct action was taken to make sure your husband was looked after as soon as possible while considering the need for the coroner to see him. I am glad that you too feel that the rest of the process unfolded smoothly after this. We have a very clear process that we follow and know that the team are equipped to confidently explain the next steps to families who use us, providing peace of mind we are taking the appropriate steps for all. Should you have any further questions then please do not hesitate to contact us. Kind regards, Harriet

Posted 1 year ago

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