FAQs

How can we help you?

Below is a list of commonly asked questions.

If you cannot find the answer to your question or would like further information please contact us by phone, email or please come and visit us.

Services > Pet Cremation with Confidence >
Making Arrangements > Individual Cremation >
Choosing a Pet Crematorium and Pre-Planning > Online Memorial >
Emotional Support > Feedback and Complaints >

 

SERVICES - back to the top

What cremation options are there?

When it comes to saying goodbye to your much loved pet you will need to decide what to do with your pet’s body. We offer two types of cremation services to choose from: individual or communal cremation. 

If you want to make sure that you receive your pet’s ashes back, an individual cremation will be the right choice for you. Your pet will be cremated separately and the ashes will be returned to you in a casket or urn of your choice.

If you choose a communal cremation, your pet will be cremated with other pets and there will be no return of ashes.

Whilst all cremation options offer a dignified service, we encourage you to consider them carefully to ensure that the service is right for you and your pet.

 

Can you cremate my horse?

Yes. With our experience we can help to make the arrangements to say a respectful goodbye to a beloved pony, horse or donkey. We are able to collect and cremate your much loved horse providing a final fitting farewell. If you choose an individual cremation the ashes will be returned to you in one of our special equine caskets. Please contact us to discuss your wishes.

 


 

Pet Cremation with Confidence - back to the top

Will my pet be handled respectfully?

It is so important to us to make sure that you understand the level of care we provide for your pet. Please be assured that all pets are treated with care, respect and dignity.

 

How wilI I know it's my pet’s ashes I receive?

We adhere to Pet Cremation with Confidence™ standards for individual cremation. This provides assurance that your beloved pet is treated with the care and dignity they deserve and that ashes returned are exclusively those of your pet. Pet Cremation with Confidence™ is based on a tracking system to ensure that your beloved pet remains safe throughout the collection and cremation process and a certificate is provided to verify the individual cremation.

 


 

Making Arrangements - back to the top

Can you collect my pet from my home?

Yes, we provide a local service. Our Gold Leaf Service is a premium service which allows you to have your pet collected from your home (or veterinary practice) within 24 hours of your telephone call, seven days a week by a uniformed member of staff. Your beloved pet will be cremated individually as per your wishes and returned to you within 3 working days.

 

Can I bring my pet to the crematorium?

Yes. If your pet has passed away at home or if you decide not to leave your pet in the care of your veterinarian you may wish to bring your pet to the crematorium yourself.
We simply ask you to contact us to make the arrangements and we will give you a heartfelt welcome.
 

If my pet is ‘put to sleep’ at the vet’s, can I select where my pet is cremated?

The aftercare you want for your pet is a personal decision that only you and/or your family can make. We have arrangements with many veterinary practices and you can inform your vet how you want your pet to be cared for and by whom.

We are happy to collect your pet from your veterinary practice even if your vet does not have an arrangement with us.

Ask your vet to contact our Durham Crematorium on 0191 373 5551 or our Lanarkshire Crematorium on 01698 888 500 on your behalf.

 

How and when should I pay for the cremation?

If you have made the final arrangements through your veterinary practice, in most cases, they will take payment for our services. Some veterinary practice may ask you to contact us to confirm the final arrangements and  make payment to us directly by debit or credit card.

 


 

Individual Cremation - back to the top

Can I be present at the time of cremation?

You and your family are more than welcome to attend the crematorium to say your final goodbyes to your pet in private. On the day, we will provide you with comfort and support and after the cremation you will be able to take the ashes of your pet home with you. 

To ensure each client receives the time and privacy required, we ask that you contact our Durham Crematorium on 0191 373 5551 or our Lanarkshire Crematorium on 01698 888 500 to notify us of your wishes and to arrange an appointment.

Please note there will be an extra charge for this service.

 

Can I witness the cremation of my pet?
 
We appreciate some people would like to witness the start of their pet's cremation. Regrettably, for Health and Safety reasons we are unable to allow members of the public
within our cremation area. For peace of mind, we can notify you when the individual cremation commences.
 

Do you provide any religious services?

We do not provide any specific religious services. We do welcome people of all faiths and respect any customs or practices you may wish to carry out. Please contact us to discuss any special requests that you may have and we will do our best to accommodate your wishes.

 

What choices do I have for my pet’s ashes?

Many people choose to keep their pet’s ashes in a special place at home or inter them in their garden marking the spot with a memorial or tribute. Others decide to scatter them along a favourite walk or by a special tree. We provide a range of caskets and urns to meet most people’s individual requirements. Click here to view our range

Some people who keep hold of their pet’s ashes may leave instructions for their pet’s ashes to be placed with their own ashes or to be buried with them.

 

Can I remove my pet’s ashes from their casket or urn?

Yes. Most of our caskets and urns have the capacity to have the ashes removed, as some people wish to access or view their pet’s ashes. Some caskets are specifically designed for scattering ashes, such as the Evergreen Scatter Box, while others, such as the Burford Oak Casket, are sealed with screws, but have the option to remove ashes, if you so wish.

Depending on the type of casket or urn that you choose, you will receive an instructional card, packed alongside your pet’s ashes, which offers guidance on how to remove the ashes. If you need help to access the ashes and to avoid damaging the casket your local pet crematorium will assist you.

removing ashes card removing ashes card


 

Choosing a Pet Crematorium and Pre-Planning - back to the top

Should I plan in advance?

Whenever possible we recommend that you talk to us, along with your vet and family beforehand. Your vet can help you make an informed decision, explain what to expect and plan the aftercare arrangements for you.

 

How do I choose a pet crematorium?

When considering the aftercare for a beloved pet, owners want a pet crematorium they can trust.  It is our goal to help clients make informed decisions and to ultimately make a very difficult time easier. With this in mind, our leaflet "Mistakes to avoid when choosing a pet crematorium" provides information on factors that should be taken into consideration before entrusting your pet to someone else.

 

Should I speak to my vet about my wishes?

Your vet plays an important role in the care and aftercare of your pet. We recommend that you discuss your wishes with them before the time comes to help you make an informed decision. Please don't be embarrassed talking to your veterinary practice who may have a dedicated veterinary nurse or trained bereavement advisor to guide and support you. Your vet can provide you with information on the options, answer your questions or concerns and explain what to expect to help you prepare and plan the aftercare arrangements.

 

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.

 

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 our Durham Crematorium on 0191 373 5551 or our Lanarkshire Crematorium on 01698 888 500 to arrange a time where we are able to explain our services and the care that we provide.

 

What are your opening hours?

Our contact details and opening hours can be viewed here

 


 

Online Memorial - back to the top

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.

 


 

Emotional Support - back to the top

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.

 


 

Feedback and Complaints - back to the top

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

At The Pet 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

 

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.

  • Can I say how moved we were at the presentation of our pet's ashes returned to us a week ago. How very moving and such a lovely casket. Bobby spent a lot of great holidays with us over his 14 years on the beach at Seahouses. We are going to lay his ashes somewhere there when we go again in August. Once again thank you so much.

  • When I lost Billy I was devastated. Thank you Pet Crematorium for helping to ease the pain and providing such a brilliant service.

  • Thank you all for taking care of our baby Thomas.  You have a lovely place and the rooms are beautiful.  We felt you really cared and especially the lad who dealt with us so caring and professionally.

  • Thank you so much for looking after our precious little girl Dotty. Such a beautiful place to say our goodbyes and with such lovely people who care. x ”

  • Thank you for looking after Charmer.  Needless to say the thought of his last moments with you have given me peace and I know that he was treat like a King right until the end.