Frequenty Asked Questions
We know that planning or arranging a funeral can feel overwhelming — and sometimes, there are more questions than answers.
If you need more personalised help, our team is just a call or visit away.
Who should I contact when a death occurs?
You can contact us for advice and guidance anytime. However, if a death occurs at home, you must contact a medical professional to legally certify the death, after which we can arrange to bring your loved one into our care.
How quickly will you be there to collect my love one?
We can be with you within two hours of being contacted, or at a time you specify, once the death has been medically verified. There is no immediate rush, and the timing is largely up to the family’s wishes.
Where is the deceased taken after they die?
Once we receive a phone call, we can arrange for your loved one to be brought back to our chapel of rest where they will be cared for until the funeral. When in our care, each deceased person is fitted with an I.D bracelet, indicating their full name, date of birth and address. If the coroner is involved in the death we may be instructed to take the deceased to a local mortuary.
What happens to personal effects (for example; removing any jewellery and returning to the family)
When the deceased is brought back into our care all personal items, including jewellery, are logged into our funeral manager system. This is a digital passport which documents all aspects of the deceased time with us including families wishes regarding personal effects.
Can I arrange a funeral before I register a death?
You can start planning a funeral whenever you wish and it is advisable to seek the guidance of a Funeral Director at an early stage. There are formalities of attaining the Death Certificate which must be completed before a funeral can take place. We are there to guide and help you plan the chosen funeral.
Who can register a death and what do I need?
Please refer to our guide for clear step by step information on how to register a death.
Can I register a death online?
In the UK, you cannot register a death entirely online; it requires an in-person appointment at a register office. Most local councils do however, offer online systems for booking the required appointment.
Is there a set timeframe a funeral should be carried out?
No, there is no specific legal timeframe within which a funeral must be carried out in the UK. The timing is generally flexible and depends on a variety of personal, religious, and logistical factors.
Can you organise a repatriation?
We expertly manage international funeral arrangements and repatriation, ensuring compliance with all global regulations and documentation requirements. We handle the entire process of returning loved ones to or from the UK, navigating the necessary legalities and paperwork with efficiency and care.
Do you offer Pre-Paid Funerals?
Yes, we work in partnership with Golden Charter, to provide you with a simple way to plan ahead. As one of the UK’s largest funeral plan providers1, Golden Charter has helped nearly 1 million people to plan ahead2, so we’re completely confident in offering their plans to you.
1 Based on a Golden Charter analysis and independent research of the funeral plan market size as at December 2024
2 Correct at December 2025
What is a direct cremation?
Direct cremation is a cremation with no funeral service, ceremony, or mourners present. The deceased is collected, cremated, and the ashes are returned to the family without any formal gathering.
How can I visit my love one?
Our chapels of rest offer a quiet, private sanctuary for you to spend peaceful moments with your loved one. Many people find great comfort and solace in this tranquil setting. However, it is a very personal decision to visit the deceased, for some, the experience can be helpful and comforting whilst for others it may be too upsetting. If you are unsure, we will always be pleased to talk this through with you.
What is embalming and is this necessary?
Embalming is the process of preserving the body and we would advise this takes place if you wish to see your loved one in our Chapel of Rest. Sometimes for religious reasons it should not happen and we always respect these wishes.
Can I provide clothes for my loved one to be dressed in?
Yes, you can provide whatever clothing you feel is suitable.
Can I add personal items to the coffin?
Yes, you can place personal items in your loved one’s coffin. There may be some items prohibited if it is a cremation (for example; items with batteries or large items made from metal).
How can we best honuor religious procedures, such as the ritual washing of the body?
Families who, for personal or religious reasons, wish to prepare the body are fully welcome to use our facilities and we will be pleased to assist and guide them.
I'd like a service but I'm not religious , what are my options?
We believe each service should be meaningful and personal, reflecting the person’s life. Today celebrants provide the opportunity to help plan the service of your choice, most in the form of a thanksgiving and celebration of life. We have a number of celebrants connected with our company who would spend time with you and talk through all personal details and carry out your wishes. It maybe with family or friends giving a eulogy or reading a poem.
Can friends and family carry the coffin?
Yes, friends and family can carry the coffin (act as pallbearers). This is a personal and meaningful final act of respect for the deceased. Our team on the day will be there to guide them.
What are the vehicle options and how many people do your cars hold?
We have a fleet of Bently and Jaguar Hearses & Limousines. Limousines hold 6 people.
In addition, we offer horse drawn vehicles and can source a variety of bespoke vehicles should you wish.
If people donate to a chosen charity - Can you help arrange this?
Wording to come
Can you arrange service sheets?
We will work with you to create a service sheet that feels personal and aligned with the tone of the day. We can organise both design and print of service sheets.
What are 3rd party fees should I be aware of?
A third-party fee for a funeral is a charge for services not provided by the funeral director, such as a crematorium, cemetery or minister. These are also known as disbursements and are paid on your behalf, often requiring an upfront deposit. These fees are separate from the funeral director’s own charges and are separately itemised to your overall funeral bill.
Is there any government help with costs?
Yes, the UK government offers financial help with funeral costs through a Funeral Expenses Payment (in England, Wales, and Northern Ireland) or a Funeral Support Payment (in Scotland) for those on certain benefits. The amount depends on your circumstances, but the payment can help with costs like burial fees, cremation fees, and funeral director’s fees, with up to £1,000 available for funeral expenses. You can get more information and find claim forms on the GOV.UK website.
Can you help with a grave?
We can provide you with all the information of available graves and cemeteries so you can make an informed decision.
When can I collect the ashes?
Cremated remains will normally be available for collection, several days after the cremation has taken place. We can collect from the crematorium and bring to you or you can come to our office.
How are the ashes stored?
Cremated remains will be stored in our designated ashes chapel until collection.
What are my options for memorials?
We work with a well-established, respected, local memorial masons company. For further information please visit our memorials page.
Do you supply urns and keepsakes?
Yes, we have a wide variety of Urns available in-house and partner with a number of well-respected companies to offer keepsakes .
How can I access your bereavement support?
Please visit our aftercare support page or a member of our team would be happy to talk you through our support services.
Can you come to our home to arrange a funeral?
Still have questions?
If you can’t find what you’re looking for, we’re here to help.