This complaints policy will indicate the process you should follow if you have any problems with the services you receive.

Heaven’s Gate Pet Cremation Services Limited want you to be completely satisfied with the service you receive. If you are dissatisfied with the service, please follow the process below.

 

If you would like to raise a complaint, please send it to us in writing.

You can either email: kirsty@heavens-gate.co.uk

Or send by post to:

Heaven’s Gate Pet Cremation Services Limited

Regent House

10 Red Lion Square

Heanor

Derbyshire

DE75 7PA

 

When contacting us, please send us an email and postal address.

When we receive your correspondence, we will be in touch to confirm that we have received it. We will then address your complaint within 28 days of the date of confirmation.

Should we require more information to investigate the complaint we will contact you to ask for this.

We will conduct a full investigation into your complaint and inform you of the outcome in writing within the 28 days.