Recent statements in this category are shown below:
Statement Not upheld Cemeteries and crematoria 27-Nov-2019
Summary: Mrs X complained the Council failed to ensure her father, Mr Y, was buried properly. She also said the cemetery workers employed by the Council behaved inappropriately. She said this caused her and her family distress and upset. There was no fault in the Council's actions.
Statement Upheld Cemeteries and crematoria 20-Nov-2019
Summary: The Ombudsman will not investigate this complaint about problems the complainant had in getting a memorial plaque for his late father's grave. This is because the Council has already provided a fair and proportionate remedy and it is unlikely an investigation would lead to a different outcome.
Statement Not upheld Cemeteries and crematoria 18-Nov-2019
Summary: Mrs X complained about the actions taken by the Council when it removed the surround from her mother's grave without her knowledge and then, after it had agreed to lay grass on the grave, failed to properly care for it. Mrs X said this caused her and her sister distress. The Council was not at fault.
Statement Not upheld Cemeteries and crematoria 04-Oct-2019
Summary: Mrs X complained the Council buried her son in an area of a cemetery it should have known had flooding problems. The Council was not at fault for allowing the burial in that area as there was no evidence of persistent flooding issues at that time. The Council has acted appropriately by taking action to remove excess water in the area and it will take further measures to continue to address this. It has also offered to undertake remedial work to remedy any damage caused to Mrs X's son's grave by flooding.
Statement Upheld Cemeteries and crematoria 17-Jul-2019
Summary: Miss Y complains the Council wrongly laid down the gravestone of her grandparents. The Ombudsman finds the Council did not act in accordance with its own procedures or government guidance when inspecting the memorial and has no records to show how and why it laid down the gravestone. The Council has agreed to apologise and arrange for the headstone to be reinstated. The Council will also contact others similarly affected by the faulty inspections.
Statement Not upheld Cemeteries and crematoria 15-May-2019
Summary: Mrs X complained the Council encroached on her son's grave when digging an adjacent grave and did not respond sensitively to her complaint about this. The Council was not at fault.
Statement Upheld Cemeteries and crematoria 03-May-2019
Summary: Mrs X complained about a Service Provider, working on behalf of the Council. She said it took a year for it to action her request for a commemorative plaque following the death of her Aunt. The Service Provider failed to respond to Mrs X's request in a timely manner. This caused Mrs X avoidable distress as well as significant time and trouble. The Council has agreed to remedy the injustice caused by the Service Provider's actions.
Statement Upheld Cemeteries and crematoria 09-Apr-2019
Summary: Mr X complained about changes the Council made to its requirements of memorial masons, which seemed disproportionate and unnecessary. The Council was at fault as it did not clearly or consistently communicate its requirements to Mr X. This caused him distress and frustration. The Council also delayed responding to
Mr X's complaint, and this meant he went to additional time and trouble. The Council has agreed to apologise and pay Mr X £200. It has agreed to update its permit application form and communicate its requirements clearly to other masons in its area.
Statement Upheld Cemeteries and crematoria 08-Feb-2019
Summary: The Ombudsman found fault on Mr G's complaint about the Council failing to tell him before 2017 that a transfer form he and his siblings signed in 1998 for his father's grave rights to pass to him was invalid. The form he signed failed to give proper information about who had to sign it. It was not at fault for accepting the statutory declaration his mother signed transferring the rights to his sister. The agreed action, an apology and £300 for his distress, remedies the injustice caused.
Statement Upheld Cemeteries and crematoria 29-Nov-2018
Summary: Mr and Mrs X complain about the Council's handling of their complaint about administrative errors regarding their child, Y's grave. The Council is at fault. Its errors in a burial register left Mr and Mrs X uncertain about which grave Y was buried in. The Council's handling of their complaint meant it took too long to take appropriate action to resolve uncertainty about the location of Y's grave. This caused Mr and Mrs X further avoidable uncertainty and distress. The Council agreed to pay Mr and Mrs X £400 in recognition of the uncertainty and distress caused.