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?
The initial contacts when a death occurs depend on the circumstances and location <Link back – what to do when a death occurs website page> A medical professional must verify and certify the death, after which you can begin making further arrangements.
Check eligibility →
How quickly will you be there to collect my love one?
We can typically collect your loved one 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 and the specific circumstances of death
Check eligibility →
Where is the deceased taken after they die?
Once we receive a phone call, we can collect your loved one and take them back to our Chapel of Rest where we will care for them until the funeral date.
At the time of collection each deceased is fitted with an ID band which lists their full name, date of birth and current address.
Check eligibility →
Who should I contact when a death occurs?
The initial contacts when a death occurs depend on the circumstances and location A medical professional must verify and certify the death, after which you can begin making further arrangements.
How quickly will you be there to collect my love one?
We can typically collect your loved one 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 and the specific circumstances of death.
Where is the deceased taken after they die?
Once we receive a phone call, we can collect your loved one and take them back to our Chapel of Rest where we will care for them until the funeral date.
At the time of collection each deceased is fitted with an ID band which lists their full name, date of birth and current address.
What happens to personal effects (for example wedding ring)
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 all families wishes regarding personal effects.
Can I arrange a funeral before I register a death?
You can start planning a funeral, but you cannot finalise or hold a funeral until the death is registered. While you cannot set the final date yet, you can begin by contacting your funeral director and considering the type of service you want to have. Once the death is registered, you will receive a Certificate for Burial or Cremation which is required for the funeral to take place.
Who can register a death and what do I need?
Info to Add
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 over 900,000 people to plan ahead2, so we’re completely confident in offering their plans to you.
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?
Do you have any set wording for this / from SAIF – To come
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).
Question around honouring religious procedures - washing body for example?
Families who, for personal or religious reasons, wish to prepare the body are fully welcome to use our facilities. Please speak with a member of our team to discuss this.
I'd like a service but I'm not religious , what are my options?
Some families may prefer a service for their loved one conducted by a secular (non-religious) celebrant or a humanist celebrant. On the day of the service, the celebrant can lead as much or as little of the ceremony as the family wishes, working alongside any readings or personal tributes shared by family members and friends. Please speak with a member of our team if you require recommendations of local celebrants.
Can friends and family carry the coffin?
Yes, friends and family can carry the coffin (act as pallbearers). This is a common and meaningful final act of respect and involvement for the deceased. A member of the team can discuss this in further detail with you.
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, minister, or doctor. These are also known as disbursements and are paid on your behalf, often requiring an upfront deposit. Other examples include fees for church services, burial plots, and organist. These fees are separate from the funeral director’s own charges and are added 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, 5 working days after the cremation has taken place.
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
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.
Still have questions?
If you can’t find what you’re looking for, we’re here to help.