upheld complaint

Before Christmas I wrote on here about what had happened when I wrong up the social fund for a funeral grant application form as my beloved Mom had past away on 15th December.
The treatment I received on the other end of the phone from one of their employees was horendous and I was spoken to like dirt. The funeral director was with us at the time and she could hear the man shouting at me on the other end of the phone and being very rude and not letting me get a word in.
Anyway I put a complaint in and finally got a response today. The complaint was upheld, they listened in to the call, so they do do recordings and don't just say it and the said person has been disciplined as his behaviour was totally inappropriate.
I thought I would let you know so you know it is worth making a complaint through the channels if you get badly treated.
I can't change what happened to me however knowing this person has been spoken to will I hope shock him and make him realise people do complain and hopefully no one else has to be put through the treatment I had that day, which is bad enough at the best of times if you get a rude customer service telephonist however the day after my Mom had died, it defied belief that anyone could be working in that department and be like that.
I am not a person normally short on words however that day i sat in our lounge open mouthed and I slammed the phone down in the end and burst into tears. The funeral director was horrified. She said she had heard of people being treated badly by them in her job but never witnessed it before with them.
So people you have been treated badly do complain as they do deal with complaints and there is no reason why these peole should get away with it

Hi Kefkat

I'm sorry to hear of the trauma you had to suffer, and thanks for letting us know of the successful complaint.

I agree with you that these matters should be pursued though every available channel, but to my mind, anybody who behaves in the manner that you described should not just be spoken to or disciplined. I think they shouldn't keep their job.

Derek

Oh as a pre-warning for all readers we were shocked to find that you have to pay money up front now for the Doctor's fees and cremation/burial which came to with us £784-00. If we hadn't have been able to borrow that money from my lovely Mother in law we wouldn't have been able to have had the funeral until the social fund paid out. Another warning if you borrow the money you won't beable to pay it back out of the social fund as they pay everything direct to the undertakers and has the bill is more than what they allow you we have now had to come to an agreement with my Mother in Law on paying her back by instalments until my Mom estate is sorted as she put the deposit on her credit card. otherwise we would have had to have had a welfare funeral which is obviously so basic. We didn't have anything top with my Mom funeral. Just the hearse and the one car and accessories we had to have and without the flowers and the tea after the funeral bill was £2800 and we still have a shortfall to the undertakers whom have excepted they will have to wait until the estate is paid up.
The moral to this is a pre-warning and I suggest to do what we will be doing and that is take out pre-paid funeral plans because as morbid as this is I do not want my youngsters in this position when our time comes which whilst I am 49 and my Husband is 53 we should still have time to go depending if the stress of the welfare state doesn't kill us off earlier which is probably their intention to save money

Thank you Derek and tbh I have to agree as there will be people who will want his job and do it happily and willingly with the amount on job seekers now