Feedback Management Principles


It is a privilege to serve our client families in their time of need. The experience they have with us matters. We value all feedback received whether compliments, complaints or general feedback. This is an opportunity for us to hear how well we met expectations and what we could do to improve our service in the future.

In our commitment to you:


We make it easy, accessible, and free to provide feedback, including compliments and complaints.


We welcome all feedback and will use it to improve our products and services.


We handle all feedback in a fair and unbiased manner.


We will assess feedback in a timely manner and involve the feedback provider and/or their representative in the process.


We review the information provided and listen carefully with respect to the views expressed.


We empower our people to resolve issues.


We provide updates as issues are investigated and include ways to contact us.


We provide clear reasons for our decisions and any remedies we deem fair and reasonable.


We escalate when requested or required and cooperate with external review bodies.


We regularly review our feedback management policy and processes to ensure effectiveness in managing all feedback.


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For more information about how we handle all feedback received, please read our Feedback Management Policy.

Rob M.25/09/19
Wonderful and compassionate professionals. Highly recommend
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Ken C.22/11/17
We appointed Pellows and Beth Richards to handle our mums funeral and that decision ensured that we as a family were able to manage so much better through this difficult time.
Everything was coordinated perfectly, nothing was too much trouble but probably what stands out in particular was the way the Pellows team were able to smooth the way by dealing with all the little issues that we had not expected and would have struggled with.
Professional, thoughtful and caring is how I can describe their service delivery. I recommend Pellows and Beth without hesitation. Thank you Team.
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Ryan T.19/12/22
Alvin was helpful, honest and respectful as we went through our bereavement. While funerals are expensive by nature, the prices they quoted and charged were reasonable. I'm happy to recommend their services.
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Stephen H.25/10/17
Such a warm and caring team that made me feel very welcome.
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