Reviewed: 24 April 2025
- In Person: Speak with the Funeral Director or a senior staff member.
- By Phone: Call us at 06 3708088.
- By Email: Send your complaint to rosewood@rosewood.nz
- In Writing: Address written complaints to:
1. Definition of a Complaint
A complaint is any expression of dissatisfaction about the standard of service, actions, or lack of action by Rosewood Funerals or its staff.
2.How to Make a Complaint
Complaints can be made in any of the following ways:
- In Person: Speak with the Funeral Director or a senior staff member.
- By Phone: Call us at 06 3708088.
- By Email: Send your complaint to rosewood@rosewood.nz
- In Writing: Address written complaints to:
Rosewood Funerals
PO Box 2055
Masterton 5842
3. Information to Provide
To help us resolve your complaint efficiently, please include:
- Your name and contact details
- Details of the service in question (e.g., date, name of the deceased)
- A clear description of your concerns
- Any relevant supporting documents or correspondence
- What you would like us to do to resolve the issue
4. Complaint Handling Process
- Acknowledgment: We will acknowledge your complaint within 5 working days of receiving it.
- Investigation: A senior member of staff will investigate your complaint thoroughly and sensitively.
- Response: We aim to provide a full response within 14 working days. If more time is needed, we will inform you of the reason and expected timeframe.
- Resolution: If your complaint is upheld, we will explain what went wrong and how we will rectify the situation, including any steps we are taking to prevent it from happening again.
5. If You Are Not Satisfied
If you remain unhappy with our response, you may escalate the matter to:
The Funeral Directors Association of New Zealand
Funeral Directors Association of NZ
PO Box 25148
Featherston Street
Wellington 6146
Phone on 04 473 7475
info@funeraldirectors.co.nz
6. Confidentiality
All complaints will be handled in the strictest confidence. Your personal data will be managed in accordance with our Privacy Policy and current data protection laws.
7. Continuous Improvement
Complaints are logged and reviewed regularly to help us improve our services and ensure high standards are maintained.
Review
Review
This policy is reviewed annually and updated as needed.
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