Complaints Procedure and Dispute Resolution
At Rounce Funeral Services, we understand that arranging a funeral is an intensely personal experience. We aim to provide families with compassionate, professional and respectful care at every stage.
We recognise, however, that there may be occasions when something does not meet the standard you expected. If you have a concern or complaint, we want to know about it so that we can investigate it properly, respond to you fairly and, where appropriate, put things right.
As a member of the Society of Allied and Independent Funeral Directors (SAIF), Rounce Funeral Services follows the requirements of the SAIF Code of Practice and provides access to SAIF's independent complaints and dispute-resolution process where a complaint cannot be resolved directly with us.
How to make a complaint
In the first instance, we ask that you raise your complaint directly with us.
Complaints should preferably be made in writing, setting out the circumstances of your concern and any information you consider relevant.
You can write to:
Christopher Rounce BA (Hons)
Managing Director
Rounce Funeral Services Limited
3 Half Moon Parade
Half Moon Lane
Worthing
West Sussex
BN13 2EL
Alternatively, you can email your complaint to:
If you require any assistance in making your complaint, please let us know.
You do not need to use particular wording or a formal complaints form. If you tell us that you are dissatisfied with our service and would like us to investigate the matter as a complaint, we will treat it as such.
What happens when we receive a complaint?
Every complaint is taken seriously.
We will:
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acknowledge receipt of your complaint promptly;
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carefully consider the concerns you have raised;
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investigate the circumstances and review relevant information where appropriate;
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speak with members of staff or other relevant people where necessary;
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consider any supporting documentation or evidence;
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provide you with a written response; and
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where appropriate, offer an apology and/or other appropriate form of redress.
We will deal with your complaint as quickly as practically possible, while allowing sufficient time to carry out a proper and fair investigation.
The complexity of a complaint can vary considerably. Where an investigation requires additional time, we will keep you informed rather than allowing the matter to remain unanswered.
Our aim is to provide a fair, considered and proportionate response based on the information available to us.
Our approach to complaints
We will investigate complaints objectively and respectfully.
Making a complaint will not affect the care or service provided to you by Rounce Funeral Services.
We will not make assumptions about the circumstances of a complaint before the relevant information has been considered. Where there are differing accounts of events, we will consider the available evidence and give each party an appropriate opportunity to provide relevant information.
We will also respect the confidentiality and privacy of everyone involved, subject to our legal and regulatory obligations.
Where a complaint identifies an opportunity to improve our services, procedures or staff training, we will consider what changes may be appropriate.
Who deals with complaints?
Complaints are normally dealt with by the Managing Director, Christopher Rounce.
Where Christopher Rounce is unavailable or has a conflict of interest in relation to a particular complaint, the matter will be referred to another appropriate director or senior manager within Rounce Funeral Services for consideration.
Recommendations and decisions relating to complaints will be approved by a director or senior manager.
If you remain dissatisfied
We hope that we can resolve any complaint directly with you.
If, however, you remain dissatisfied with our written response, you may refer your complaint to the Society of Allied and Independent Funeral Directors (SAIF) for consideration under its independent complaints and dispute-resolution process.
SAIF's complaints process is intended to provide an independent route for clients who remain dissatisfied after giving the funeral director an opportunity to resolve the matter.
Referral to SAIF
SAIF's Professional Standards Committee deals with complaints referred to the Society.
There is no charge to refer a complaint to SAIF.
A referral should normally be made within 12 months of receiving the response from the funeral director.
You will need to provide SAIF with the relevant details of your complaint together with the associated correspondence and information requested by SAIF.
Complaints should be submitted to:
Professional Standards Committee
SAIF Business Centre
3 Bullfields
Sawbridgeworth
Hertfordshire
CM21 9DB
Email:
Telephone:
0345 230 6777
For the most up-to-date information, including SAIF's complaints form and full complaints procedure, please visit the SAIF website:
SAIF's complaints process applies to eligible complaints concerning SAIF member funeral directors in England, Wales, Scotland and Northern Ireland.
Our commitment to you
We understand that raising a complaint can be difficult, particularly at a time when you may already be dealing with grief and loss.
Our commitment is to listen carefully, investigate fairly and respond respectfully.
We cannot always guarantee the outcome that a complainant hopes for, but we will ensure that your concerns are properly considered and that you receive a written explanation of our findings.
We value feedback from the families we serve. Where something has not gone as it should, we want to learn from it and use that experience to improve the service we provide to future families.
Complaints Procedure Information
Rounce Funeral Services Limited
SAIF Member No. 2002
Effective Date: 7 October 2026
Last Reviewed: 7 October 2026
Next Review: October 2027
This procedure is reviewed periodically to ensure that it remains consistent with the requirements of SAIF and applicable consumer and regulatory requirements.