How can we help you?
Below is a list of commonly asked questions.
If you cannot find the answer to your question or would like further information please contact us by phone, email or please come and visit us.
16  May I visit and inspect the crematorium before the time comes?
We encourage pet owners to come and visit us to put their minds at ease and we would love to see you. We welcome any questions to alleviate any concerns that you may have and during your visit we will show you around our facilities so you know what to expect and that you are entrusting your pet to a reputable pet crematorium.
To ensure each client receives the time and privacy required, we simply ask that you contact us on 01647 253 053 to arrange a time where we are able to explain our services and the care that we provide.
17  What are your opening hours?
Our contact details and opening hours can be viewed here
18  Can I create an online memorial?
You are more than welcome to create a personal memorial page for your beloved pet, which you can share with family and friends. It is easy to do and it is free of charge. Click here to create a page. Alternatively, you may wish to post a tribute on our Facebook page to share.
19  Who can I talk to about how I am feeling?
The Blue Cross Pet Bereavement Support Service (PBSS) provides free and confidential emotional support and information to anyone who is affected by the loss, or anticipated loss of a pet. Support is provided by trained volunteers.
You can contact their support line on 0800 096 6606. The support line is open from 8.30am - 8.30pm every day. All calls are free and confidential from a landline. If calling from a mobile phone, some phone networks may charge.
Email support is also available by contacting firstname.lastname@example.org. For information visit https://www.bluecross.org.uk/pet-bereavement-support.
20  Who do I speak to if I have a query or complaint?
At Valley Pet Crematorium, we aim to provide the highest standards of care and it is so very important to us that we act with professionalism, compassion and understanding. However, if you feel we have not done so we would like to hear from you.
Firstly, contact the person you originally dealt with, as they may be able to clear up any misunderstanding. If you remain dissatisfied, you may wish to raise a formal complaint addressing it to the General Manager. You can do this by e-mail, telephone or you can put your complaint in writing.
We have a formal complaints policy, and we will:
- Acknowledge receipt of your complaint
- Advise you of the next steps within an agreed timeframe
- Fully investigate your complaint
- Reply confirming our findings and explain what action we will take, if appropriate
21  I would like to say thank you. Can I provide feedback?
We welcome all comments and feedback and would love to hear from you if you think we are doing something right. We receive many thank you letters and we ask that you share any words of kindness on our Facebook page so other bereaved pet owners can take comfort from others who have lost a pet.
If you have any suggestion on how we can improve our services for other bereaved pet owners we would love to hear from you by phone, email or in writing. Your feedback is so important in helping us to offer the very best care.
22  How long do we keep personal data and individual cremation records for?
Under General Data Protection Regulation (GDPR) personal data must be kept “no longer than is necessary for the purposes for which the personal data are processed”.
Individual Cremation Records - Our retention policy is to retain information for up to two years after the date of your pet’s cremation. If your pet was individually cremated you will have received a record of your pet’s cremation in the form of an Individual Cremation Certificate. This is a unique document and we recommend that you keep this certificate in a safe place. Some people copy the certificate (i.e. digital or photo copy) for safe keeping.
Online accounts – If you have purchased online, our retention policy is to retain account information for up to two years after the last time the account was logged into and active. If you created an online account to manage online pet memorial(s), your account will remain active until such time the account is deleted by yourself, or if the service is withdrawn.
23  What do cremation professionals do?
Cremation professionals are both custodians and administrators. In their administrative duties, they make the arrangements for your pet’s cremation with you, completing and checking any necessary paperwork, liaising with your vet and implementing the choices you have made. As custodians, cremation professionals are there to listen, advise, guide and support. They have much experience assisting bereaved pet owners who are experiencing loss.
Our cremation professionals are animal lovers and many are, or have been, pet owners themselves. Most have years of experience or have undertaken qualifications such as The Blue Cross Pet Bereavement Support Service course.