Co-op Funeralcare, Harrogate

Dear Ian Following the death of my farther, Christopher Barnaby I would like to share mine and my family's experience of how your service has impacted us as a family. My farther passed away on the 4th December very unexpectedly. He had purchased a service plan from the co-op as the service we received from the co-op from Pontefract when my mother passed was exceptional and dignified, and I know this is what my Farther would have wanted for his funeral plan. However, the service we received was very different, and having discussed and reflected on our experience our family feel that we need to highlight the disappointed service we have received from the co-op. On the day of his death 2 members of the co-op staff came into his home bearing in mind we were very much still in shock. All one member of staff kept saying to us was do you have the policy number he repeated this several times without any understanding of the distress this was causing, additional to that when they transported the body to the van this was not in the dignified and respected way that we would wanted our loved one to be moved from his home. The following day when we went into the office we learnt the policy number and details of the funeral arrangements had already been found ,there for being asked repeatedly for it was not necessary. Due to the nature of my Farthers funeral plan it was his wish to be cremated without a service we were advised that we would be told when the cremation would be taking place, it was only when a call to enquire about the cremation that my brother was told it had happened the day before, again very distressing for the family. I was then told that we would be advised when the ashes were available. I called the office repeatedly and the phone was not answered, to follow up if the ashes had arrived, I then chose to go in person as I was feeling very upset as up to now everything had been so disorganised when I arrived at the office I was told the ashes were already there again very distressing. I can not put in to words how this has made us as a very close family feel with regard to the lack of respect for my Farthers last wishes. I would like some answers to how things have gone so wrong as not being told about the cremation was one thing but the next stage of not being informed of the ashes being back in your possession has shown a lack of compassion and respect. We have found this very sad as our experience with my Mums passing and the use of the co op services was so dignified and respectful. Kind regards Jayne Barnaby Sent from Outlook for Android

This branch was contacted about a direct cremation. Thankfully questions were asked some days later. Turns out the direct cremations are not carried out at Stonefall which is just around the corner. They get sent in a van with multiple other deceased people to a crematorium in Nottingham and then the ashes are posted back. They also don’t get a coffin, a basic wooden box is used. My family and myself found this extremely upsetting and It caused so much upset at a very emotional time. Thankfully we contacted a local independent funeral home who were amazing from start to finish.

Avoid!! My experience was pretty terrible. We met with a lady in the office and spent hour and a half going through everything. We then had a follow up meet to finalize arrangements but met with a different person who was blissfully unaware of anything we had agreed in the first meet. The lady in the first meet had forgotten to write everything up so we had to go through it all again from scratch - no apology. I contacted the lady from the first meet to complain but she could be bothered to respond. To Make matters worse we had realized that they had arranged the Funeral date on the Day of the Yorkshire Show and at a cemetery directly opposite at peak traffic time. So i asked if we could move to the middle of the day to avoid traffic chaos which was met with dismay and I had to force the issue which they finally consented to do - instead of relieving the stress of the funeral they made it worse. Never received any apology from anyone i just get a full bill.

Co-op Funeral Care in Harrogate, and particularly Mark, were absolutely indispensable in helping and supporting me through this incredibly difficult time. I cannot recommend them highly enough

The staff at the Knaresborough Rd office was very helpful compassionate understanding and caring. They helped my dad and I to find the perfect send off for my mother and what we choose was very fitting for her plan and simple as my mother would of wanted. My dad and I can't thank them enough for all they did for us and we would highly recommend them.