Support & Advice – FAQs

In this section, you can find some help and answers to frequently asked questions around our pet and equine cremation services. You can also contact us or speak to our caring team on 01803 903484.

Will my pet be handled with care?

It is so important to us to make sure that you understand the level of care we provide for your pet. Please be assured that all pets are treated with respect and dignity. Our team are pet lovers themselves and understand that the bond you had with your pet runs deep. All beloved pets, whether big or small, are handled with dignity at every step of their journey with us.

Should I plan in advance?
Whenever possible we recommend that you talk to us, along with your vet and family beforehand. Our aftercare advisors are here to answer your questions and support you as you plan for your companion’s farewell. When the time comes, we can also work with your veterinary practice to bring your pet to us for their cremation service.
How will I know the ashes I receive are those of my pet?

We adhere to Pet Cremation with Confidence™ standards for individual cremation. This provides assurance that your beloved pet is treated with the care and dignity they deserve and that ashes returned are exclusively those of your pet. Pet Cremation with Confidence™ is based on a digital journey and strict paperwork processes to ensure that your beloved pet remains safe throughout the collection and cremation process. We provide a certificate to verify every individual cremation.

Can I be present at the time of cremation?
You and your family are more than welcome to visit us to say your final goodbyes to your pet in private.
On the day, we will provide you with comfort and support and after the cremation, you will be able to take the ashes of your pet home with you.
To ensure each client receives the time and privacy required, we ask that you notify us of your wishes and to arrange an appointment. Attending appointments are normally available during weekday mornings to allow for the cremation and preparation of your companion’s ashes on the same day. Please note that there will be an extra charge for this service.
Can my pet be collected from home?

Yes, we provide a local Gold Leaf Service. This allows you to have your pet directly collected from your home (or veterinary practice) within 24 hours of your telephone call by a uniformed member of staff. Your beloved pet will be cremated individually as per your wishes and returned to you in the casket or urn of your choice within three working days*. Please click here for further information and availability.

Do you offer any discounts?

If you are a member of The Healthy Pet Club, we can offer you a 10% discount on your pet’s individual cremation service. Please mention this when getting in touch to discuss your wishes.

Who do I speak to if I have a query or complaint?

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.

Please 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 our General Manager and this will be addressed with our complaints policy. You can do this by e-mail, telephone or you can put your complaint in writing.

How long do we keep personal data and cremation records?
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”.

Our retention policy for individual cremation 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 photocopy) for safekeeping.

Can’t see what you need? – Please get in touch

Contact our caring team today to start making arrangements for your pet or equine friend’s final farewell or ask any questions you may have.