Our Complaints Procedure 

 We treat bereaved families, and their deceased loved ones with compassion, dedication, integrity and respect always. These are our core values and should direct our behaviour in every circumstance.  Should we ever fall short of these standards we want to make it as simple as possible for you to raise a complaint. Here is our promise to you: 

• All complaints will be dealt with seriously, confidentially and promptly. 

• We commit to learning from any complaints and will always use them to review and improve our service. 

If you wish to make a complaint you can contact Laurence O’Neill, in any of the ways listed below: 

• Email: laurence@oneillsfuneraldirectors.co.uk  

• In writing: Laurence O’Neill, O’Neill’s Funeral Directors Ltd, 98 Stewartstown Road, Belfast, BT11 9JP 

• By phone:  028 90 620099 

Your complaint will be acknowledged within 3 working days and fully investigated within 7 working days. Complaints can only be made by the person who has instructed and agreed the funeral arrangements with us.  We do welcome feedback that may not be a complaint as such.  If this is why you are contacting us, please do allow us a longer timescale to reply. 

Trade Bodies 

We are members of the NAFD and BIFD– the two trade bodies that shape standards within the funeral sector. 

If you have any other questions surrounding our complaints policy, please contact us anytime. 

Date 1st October 2026