FAQs

16  Can I contact the crematorium to discuss the options before my pet dies?

Yes, we are here to help you. You can phone or visit us in advance to discuss your wishes before the time comes, letting you decide what is best for you and your pet’s final journey. Through past experience we have found that many people find this both comforting and reassuring.

17  May I visit and inspect the crematorium before the time comes?

We encourage pet owners to come and visit us to put their minds at ease and we would love to see you. We welcome any questions to alleviate any concerns that you may have and during your visit we will show you around our facilities so you know what to expect and that you are entrusting your pet to a reputable pet crematorium.

To ensure each client receives the time and privacy required, we simply ask that you contact us on 01724 784 081 to arrange a time where we are able to explain our services and the care that we provide.

18  What are your opening hours?

Our contact details and opening hours can be viewed here

19  Can I have my pet buried at Greenacres Pet Crematorium?

Yes, over the years many people have had their pets buried in our Pet Cemetery.

Burial is a natural alternative to cremation and our Pet Cemetery offer a fitting and tranquil final resting place for your beloved companion. With our burial service, which can be tailored to your needs, you can say your final farewell in our Chapel of Rest before you pet is laid to rest. The grave will be marked with an inscribed headstone, where you may wish to place fresh flowers.

For further information on our burial services please contact us.

20  Can I visit the Pet Cemetery?

You are more than welcome to visit our beautifully maintained Pet Cemetery. Many people return each year to visit their pet's grave and take a moment to reflect.

Our Pet Cemetery is open every day throughout the year for visitors.

21  Can I create an online memorial?

You are more than welcome to create a personal memorial page for your beloved pet, which you can share with family and friends. It is easy to do and it is free of charge. Click here to create a page. Alternatively, you may wish to post a tribute on our Facebook page to share.

22  Who can I talk to about how I am feeling?

The Blue Cross Pet Bereavement Support Service (PBSS) provides free and confidential emotional support and information to anyone who is affected by the loss, or anticipated loss of a pet. Support is provided by trained volunteers.

You can contact their support line on 0800 096 6606. The support line is open from 8.30am - 8.30pm every day. All calls are free and confidential from a landline. If calling from a mobile phone, some phone networks may charge.

Email support is also available by contacting pbssmail@bluecross.org.uk. For information visit https://www.bluecross.org.uk/pet-bereavement-support.

23  Who do I speak to if I have a query or complaint?

At Greenacres Pet & Equine Crematorium, we aim to provide the highest standards of care and it is so very important to us that we act with professionalism, compassion and understanding. However, if you feel we have not done so we would like to hear from you.

Firstly, contact the person you originally dealt with, as they may be able to clear up any misunderstanding. If you remain dissatisfied, you may wish to raise a formal complaint addressing it to the General Manager. You can do this by e-mail, telephone or you can put your complaint in writing.

We have a formal complaints policy, and we will:

• Acknowledge receipt of your complaint
• Advise you of the next steps within an agreed timeframe
• Fully investigate your complaint
• Reply confirming our findings and explain what action we will take, if appropriate

24  I would like to say thank you. Can I provide feedback?

We welcome all comments and feedback and would love to hear from you if you think we are doing something right. We receive many thank you letters and we ask that you share any words of kindness on our Facebook page so other bereaved pet owners can take comfort from others who have lost a pet.

If you have any suggestion on how we can improve our services for other bereaved pet owners we would love to hear from you by phone, email or in writing. Your feedback is so important in helping us to offer the very best care.

25  What should I do if my pet passes away at home?

It can be very distressing for you and your family if a beloved pet unexpectedly passes away at home. Not knowing how to look after your deceased pet can make this even more of an overwhelming experience.

If you choose us to carry out your pet’s cremation service, there are a few things you can do if we are unable to immediately support you:

One of the first things you can do is move your companion to a cooler room which can help slow down natural changes that occur when a pet passes away. These changes can be upsetting, but are completely normal and nothing to worry about.

We recommend gently placing your companion into a curled-up position on their bed, or on a towel and cover with a blanket as if sleeping. This may offer a sense of peace. At this time, you may wish to allow other family members and pets to say goodbye which can help with the grieving process.

When you are ready, if your pet passed away in the evening, contact us in the morning or Monday morning after a weekend to make arrangements for their cremation service.

However, if you feel unsure about keeping your companion at home before final arrangements are made, contact your vet who may be able to take care of your pet’s body while their collection is arranged.

If you would like your pet collected from your home or veterinary practice between 9am and 5pm, Monday to Friday, please call us directly to make arrangements. Please note: our opening hours may vary and is subject to Bank Holidays.

26  How long do we keep personal data and individual cremation records for?

Under General Data Protection Regulation (GDPR) personal data must be kept “no longer than is necessary for the purposes for which the personal data are processed”.

Individual Cremation Records - Our retention policy is to retain information for up to two years after the date of your pet’s cremation. If your pet was individually cremated you will have received a record of your pet’s cremation in the form of an Individual Cremation Certificate. This is a unique document and we recommend that you keep this certificate in a safe place. Some people copy the certificate (i.e. digital or photo copy) for safe keeping.

Online accounts – If you have purchased online, our retention policy is to retain account information for up to two years after the last time the account was logged into and active. If you created an online account to manage online pet memorial(s), your account will remain active until such time the account is deleted by yourself, or if the service is withdrawn.

 For further information on GDPR please read our Privacy Policy.

27  How long do we keep personal data?

Under General Data Protection Regulation (GDPR) personal data must be kept “no longer than is necessary for the purposes for which the personal data are processed”. Our retention policy is to retain information for up to two years after the last time the online account was logged into and active.

For further information on GDPR please read our Privacy Policy.

28  What do cremation professionals do?

Cremation professionals are both custodians and administrators. In their administrative duties, they make the arrangements for your pet’s cremation with you, completing and checking any necessary paperwork, liaising with your vet and implementing the choices you have made. As custodians, cremation professionals are there to listen, advise, guide and support. They have much experience assisting bereaved pet owners who are experiencing loss.

Our cremation professionals are animal lovers and many are, or have been, pet owners themselves. Most have years of experience or have undertaken qualifications such as The Blue Cross Pet Bereavement Support Service course.