“I rang a few pet crematoriums and procare was the best in price and they was so sympathetic with me over the phone I was happy that i got updates on my beloved Minnie and when she was coming home I like how I could track her coming home thankyou procare”
“Very friendly and caring service. Kept me uptodate with what was going on. Even informed me of the time of Cremation. Returned ashes when said in very caring and respectful way.”
“Wry professional from the 1st phone call right to delivery of the ashes
The vet was vary caring and understanding and treated our dog with dignity
The collection operative was there on time and also showed care and compassion”
“I have just had the pleasure of finding this amazing company after my beloved smudge passed away two weeks ago.. whilst dealing with the shock and grief of losing my furry friend I came across this company on goggle theirs was the first top name of the list so going onto their website i decided too go with them and what a right choice it was.
From the very start and all the way through the whole process and then to personally drop smudge off at the front door and home again.
This company and it's employees showed me and my best friend who I live with such compassion,kindness,understanding and very professional.
If anybody is looking to intrust their beloved pets to be handled with compassion and kindness and dignity, this is the company a 100%
Amazing service”
“The guy I was speaking to on the phone was so lovely and caring, he made me feel happier knowing my pet was being looked after. He answered any questions I had with patience abd respect”
“I was very happy with the service from Procare, a very pleasant, kind person came out on the same day my little dog Poppy died and collected her. I was informed on the day she was cremated and then when her ashes would be returned to me by another pleasant, kind person.”
“I used procare 3 weeks ago for my cat they was amazing so caring and compassionate they treated my cat with dignity and respect I would recommend anyone one to use there services plus I was kept updated by emails excellent service highly recommend them”
“A very professional, but sympathetic business. I was kept informed throughout by texts and could track my order. The ashes were returned, presented so beautifully. This service was slightly more expensive than others I have used, but worth the money.”
Hi Joanne,
Thank you for taking the time to leave your feedback. We truly value all comments from our clients, both positive and constructive, as they help us to continually improve the services we offer.
We’re very sorry to hear that you felt the aftercare provided did not meet your expectations. We always aim to deliver the highest standard of care and presentation, especially during such an emotional time.
When your booking for Roxy’s cremation was placed, you selected our Mahogany-Stained Casket with an engraved nameplate. This is the urn that was provided to you, and we were pleased to go a step further by including additional engraved characters at no extra cost, something we were more than happy to do to help honour Roxy’s memory.
We understand that you wished for the urn to match that of a previous pet. However, as your earlier pets cremation was arranged through a different pet cremation provider, we unfortunately do not have access to their urns or supplier options. As such, we are unable to replicate or match items from external providers.
Please rest assured that we take great pride in the quality of our urns and caskets, and we only offer products that reflect the highest industry standards.
Should you need any further support or assistance, our Customer Care Team is here to help, please don’t hesitate to call us on 0800 368 9449, selecting option 2.
Kind regards,
Customer Welfare Team
“Caring and compassionate service, collected our much loved cat promptly we paid extra for out of hours, the person collecting was lovely and empathic, the company kept us up to date with everything by email and we have just received his ashes today, complete with a certificate and lovely candle. Very pleased with the service provided.”
“Compassionate and caring company . Looked after my little pug after he had passed away . It was our first dog so helped guide us through the whole process, keeping us updated every step of the way. Would recommend to anyone requiring professional care at that time .”
“From our first call to procare pet cremation to receiving our beloved pets ashes back the people who dealt with us were professional but more than that they were kind caring respectful and so dignified whilst handling our pet.and the ashes were returned packaged beautifully.”
“When I came to the decision the time had come to say goodbye to my beloved dog of 14 years I found ProCare pet cremation and used both the euthanasia and cremation service. The vet that came to euthanise my dog was amazing. She showed compassion and empathy. When she left was when things went downhill. The man who came to take my dog away put her in a bag (which I understand the reasons) which was traumatising for me and then whilst she lay in a bag at my feet asked me to sign paperwork. I feel this could have been done before he put her in the bag. Not 10 minutes after he’d left with my dog I received a text message asking me to rate the experience, this was extremely insensitive. When She arrived back after a few weeks I was handed a large gift bag with her urn inside (which I chose but wasn’t informed that I could not open the urn and it was nailed shut) also in the bag was a candle with the company’s logo stuck on it and a cremation certificate also covered in the company’s logo, right at the bottom of the bag was a business card again asking to rate my experience which I found extremely inappropriate and it really upset myself and my family. I would not use this company again mainly due to the incessant advertising and harassment of rating the experience and leaving a review. It’s been just over a month since I said goodbye to my dog and I’ve left this review as I received yet another text message asking for it”
Hi Amy,
Thank you for taking the time to share your feedback. We are deeply sorry to hear that elements of your experience did not meet your expectations during such an emotional time. At Procare, we take all feedback seriously, both positive and negative, as it helps us continually improve and uphold the highest standards of care for our clients and their beloved companions.
We’re very pleased to hear that you found the attending vet to be compassionate and professional. We carefully select the individuals we work with and are glad their care was felt at such an important moment.
That said, we’re genuinely sorry that the collection process felt distressing. We understand how raw and overwhelming this time can be. While we do not request clients to sign physical paperwork, a digital signature is required on the driver's secure device as part of our chain of custody procedure. This step ensures that every pet in our care is tracked with the highest level of accountability and transparency, something we take extremely seriously.
With regard to the urn, we can see that you selected our Natural Wood Casket, which is not permanently sealed, but simply secured with four small screws underneath. This allows families the option to open it in the future should they wish to. We’ll happily talk you through this careful process if you'd like.
The memorial candle included in your return pack is something we provide free of charge, not as a marketing item, but as a simple and heartfelt gesture for families to light on anniversaries or remembrance days. We understand that grief is deeply personal, and while this is something many families appreciate (as reflected in the hundreds of reviews we receive), we’re sorry it was not right for you.
You also mentioned our follow-up messages and feedback request. These are intended to ensure that every customer has an opportunity to share their experience, good or bad, and allow us to identify ways we can do better. That said, we absolutely respect your wishes, and we have now opted you out of all future communication and closed your account completely.
We are genuinely saddened that your overall impression was not reflective of the care and compassion that so many of our clients describe. Procare has been officially voted the Best Pet Crematorium in the UK in 2022, 2023, 2024, and 2025, and we are proud to hold one of the highest-rated reputations in the country, not because we get everything perfect, but because we genuinely care and respond on the rare occasions when we don’t.
We truly wish you peace in your grieving journey.
Kind regards,
Customer Welfare Team
