CPC Reviews 

We lost our cat almost a year ago, and unfortunately the vets made an error with the paperwork and she was communally cremated instead of individually. I recognise this was not the fault of CPC, however our dealings with them following this leave a lot to be desired.
We initially went to the garden of remembrance to find the communal burial plot but found that her ashes had not been scattered yet (I later learned they only do this twice yearly, therefore already prolonging the grieving process for pet owners)!
Upon emailing CPC a few months later we were told to go into the crematorium reception area when we visited again, and that someone would be able to come out and assist and direct us.
This wasn’t the case at all. We were told we needed to ‘just walk around’. I explained I had already done this and still couldn’t find any of the newer plots, and asked if they were in a certain order. The lady who dealt with us said ‘I can’t come out; this is a call centre’ (we hadn’t even asked that she come out; I was merely expecting a point of reference or a direction of where to look given that the newer plots seemed to be at the front). She told us to wait and then came back with an old map where she marked on by hand where our cat’s ashes would be. This map was so old that the last plots on here are the ones from 2005. I’m sad that an already difficult process wasn’t made any easier and that we were made to feel quite unimportant. I’m not sure why the protocol wasn’t to first give us an updated map?! May I suggest as a point of improvement that this company updates the remembrance garden map from time to time (or provides reference points) if their lukewarm staff are too busy with phone calls to physically assist, and that staff are trained to be more personable (given that they are communicating with customers dealing with loss).

Vivienne was really lovely, I really appreciate all her efforts and she made my pets cremation more bearable.

SICK: Avoid CPC for pet cremations because they really DONT CARE, You need to read!

I lost my dog on 4th December 2024, I had fallen on hard times so used PDSA who were kind and professional but (at the time), seemed under-informed on the CPC process of communal pet cremation.

Originally I called CPC at 9am upon their opening to find out “when” my dogs ashes were being sprinkled (as told), in the garden, so I could drive to Cambridge to bring my other dogs ashes (to also be sprinkled, so they could be together). A woman (inital “A”and I really don’t feel like protecting the cold hearted person), said that CPC collect and bury a “small” part of the ashes on communal cremations, and bury them TWICE A YEAR which was January and July (I was horrified, as there could be thousands of dog ashes from JULY going in the ground together), she went on to say, my dog will be buried in January and to call back in January for a date… this started a whole new conversation because I wasn’t aware of this process and would never have chosen a communal cremation if I did… This felt very cold and unimportant, everything I NEVER WANTED for my dog, so naturally, I wanted to change my dogs cremation to a solo cremation.

“Woman A” went on to say that I needed to go back to the vets and find out if the dog had left, as she didn’t know the times they are picked up and things couldn’t be changed once they’ve left the vets premises, AS THE BAGS THE ANIMALS ARE PUT IN, AREN’T EVEN NAMED WHEN THEY RECEIVE THEM, well I wanted to be SICK!

Extremely upset, I called PDSA on the emergency line as soon as they opened and I explained what CPC had told me, I was called back and told that ALL DOGS BAGS HAVE THE ANIMALS NAMES ON and numbers and my poor dog was collected at 6am.

I quickly rang back CPC and explained what PDSA had said and that our pets names and numbers ARE ON THEIR BAGS and to please save my dog… she asked me to hold the line to speak to “A” and returned with the words “MY DOG HAD ALREADY BEEN CREMATED”

The staff didn’t even know pick up times on the previous conversation and now all of a sudden “A” knows that within a few hours, collection all the way from Pitsea driving to Cambridge and probably numerous other pick ups, that our dogs are already gone! To me it felt like they just didn’t want to do the paperwork.

COLD, HEARTLESS COMPANY THAT WONT GO THE EXTRA MILE FOR YOUR PETS AND I LIVE WITH YOUR DISGUSTING WORDS AND COMPANY CREMATION PROCESS… ALL YOU SAID IS JUST SICK, I BELIEVE THE WORDS OF PDSA “THAT OUR ANIMALS BAGS ARE NAMED” AND YOU COULD HAVE HELPED ME (AND PROBABLY THOUSANDS OF OTHERS), WHO WOULD/ WANT, AND HAVE THE RIGHT, TO CHANGE THE WAY THEIR PETS ARE HANDLED WHEN THEY KNOW YOUR COLD CREMATION PROCESS.

You can defend all you like, but your words and process ARE JUST SICK, you were on loud speaker at work and we all heard what “A” said, listen back to the conversation yourself, we all have, many many times, you’ll find What I’ve written is correct… your explanation to your cremation process, and what you claim about our animals just being put in bags without their names on, is just sick!!

Firstly, there should be an option for zero stars.
My experience with this company has been horrendous from start to finish.
Firstly, I was told they would be in touch to arrange collection or delivery.
When this didn't happen, my husband called them as we really wanted to pick my much loved cats ashes up in person.
I was worried that they would send these by courier the week before Christmas, which could be problematic.
Unfortunately, without any contact, they had sent my boys ashes with DPD.
What followed was 10 seperate phone calls over 2 days, on hold for lengthy periods each time, only to be given delivery windows each time, that were missed. And constant miscommunication at their end.
I also got a phone call from Ada, a member of staff from the crematorium who told me there was nothing she could do and "hopefully" he would be delivered that day. She laughed and said he had "been on a big adventure"
This was perhaps in reference to the fact my beloved pets remains had been mistakenly sent to Birmingham instead of Glasgow.
Then, to add insult to injury,the delivery was left on my doorstep in the rain by DPD. Despite me waiting, distressed, all day for it to arrive.
I will be complaining formally, but please don't entrust your pets to these people.
It's a poorly managed production line

Sadly losing our dog Harvey we entrusted him to CPC for cremation. His Ashes were returned a week later by the most courteous delivery driver I have ever met. He took the time when handing over the Ashes to ask about Harvey which made receiving the Ashes easier.

You took care of our Frankie for us and we can't thank you enough. Every question or concern we had was answered and every person we spoke to were very sympathetic and understanding. It was nice to feel reassured that our boy was being looked after and we were told about everything that was going to happen. Thank you so much for looking after our boy.

I telephoned your company just for information about what happens and about where my beautiful border collie Conan went to,a lovely lady called Carol was amazing she explained everything to me,was so polite and understanding,,I was in bit,s she was so kind,her customer service was brilliant, thankyou Carol,we need more of you in this world,Paula,Clint hyman x

Thank you so much to CPC for everything involved in looking after my Taz - especially to Vivian who was so helpful and compassionate - fantastic service

I am writing to put a complaint in about the way my cat Princess and I have been treated since she passed away.  I left her in your care after I arranged for a single cremation on the morning of Monday 21st October.  I paid for everything.  Money was took from my account.  But then a few days later I got a text to my mobile phone number from PDSA to say I had 48 hours to decide what I wanted to do.  Well I was distressed at this.  This just added to my grief and sadness of losing Princess.  Also for us to be treated with no dignity is a disgrace.  Seriously it's unacceptable.  How can this be happening at the worst time when I've lost Princess.  It's just a business to you.  Money is most important to you.  Not the dignity or care of pets and their owners.  I am totally disgusted and disappointed in the lack of respect at such a difficult time.  I hope u take note of this and maybe look into the management of this business and lack of care so no one else has to suffer like I am.

AN APOLOGY IS NOT GOOD ENOUGH. SHOULDN'T HAPPEN!

* * * * *

30.10.2024

I wrote, posted & emailed my letter *above* as an attachment.

The email was sent to :

Rebecca . Horton -at- cpccares . com

whom I believe is the Individual Cremations Manager of CPC.

-

On 30.10.24 I received this response:

I acknowledge your complaint and will investigate this thoroughly for you.

I will get back you we my findings.

-

At the date of posting this review being (17.11.24) I have yet to receive any further response from Ms R.Horton.

I would not recommend this place at all. It's just a...
-s- h * t * -y- business interested in money with complete lack of care and dignity!

The rating would be 0 stars if this was possible!!!

Thankyou for your care and compassion of my baby boy marley 💙 he arrived with me ahead of schedule yous helped me when I was overcome by grief to sort out his arrangements thankyou from me and marley

My dog Bella passed away on the 30th of September and I wanted her to have a private cremation and I made a payment over the phone and got the ashes back about 1 week later and then last week I got a call from CPC cremation about they need a payment I'm trying to heal by losing her.so today I phoned CPC and the woman i spoke to was very rude disgusting I don't even think they deserve 1 star they don't have any respect what a person is going through after losing their pets

We Lost our beautiful beloved husky Blaze a week ago today, we are absolutely devastated heartbroken he was 15 and a half years old,
He was our world we miss him dearly.
And we just like to say that cpc looked after our Boy,
On the Thursday we went and said our final goodbye to him, as soon as we walked in the crematorium there is a screen displaying his name and time of his cremation, they had washed and groomed him and laid him out and made him look Beautiful for us to say our last goodbyes, as we had his own private cremation done for him
We can’t thank cpc enough for going above and beyond to make it easy as possible for us
And my husband went and picked his Ashes up when he was ready to come home
The ern we picked for his Ashes to be in was all given to us in a velvet box to pretect the ern
We would highly recommend cpc they certainly gave peace of mind

Our gorgeous Lola cat passed away suddenly on 18th October. We telephoned CPC after using them for our other cat 10 years previous.

We confirmed we would like to keep her overnight so our son could get home from Uni to say goodbye and, if possible, get her cremated the next day (Saturday).

We were advised this would be fine and were provided with 3 different time slots to choose from.

We attended in the pouring rain. The lady that greeted us couldn't have been more kind. She took Lola into a side room so we could say our personal goodbyes. We didn't feel rushed at all. The lady took a small cutting of Lola's fur (with our consent) for her ashes box. The lady from CPC was so kind, especially as I was extremely emotional.

My husband and I were given a list of pubs and eateries nearby and told we could collect Lola in a couple of hours.

We returned, the sun was shining, and Lola was ready to come home. In the space of just a few hours we had dropped her off and brought her home.

A huge thank you to the staff for their kindness, understanding, and consideration at this truly devastating time for our family.

Lola is home in our selected casket, with a condolence card and some forget-me-not seeds.

A heartfelt thank you.

Whilst I had no direct contact with CPC, the way they dealt with my cat and the after service/return of his ashes in such an elegant way made me happy.

His ashes were returned in a simple, yet beautiful, box and carrier with a beautiful condolences card and cremation information.

A very experienced and empathetic team that guided us through the process.
Our beloved dog Milo passed away recently and CPC Cares were handling the cremation for us.
We requested to send him off in person, which they organised and kept us informed of in terms of timing and procedure.
The facility was easy to find where Vivienne had welcomed us and took us through the process of saying our final goodbye's.
As we had elected to take his ashes back, we were welcomed to spend time in their remembrance garden, which was peaceful and well maintained and also provided a sheet of places close by that we could visit for food etc.
We thank Vivienne and the team again for everything they did for us.

Ashes arrived in a battered box - with medium casket full dimentions inc lid - 21cmx11x9 which it states everywhere that it's a medium casket & holds up to a 25kg dog. Plus a wonky name plate attached to it.
Another problem is that my dog was 37kg, which is a large and is what they took payment for.
Spoke to them first time round regarding the damages and the state everything was in, but didn't actually mention the box size at the time as I was told they would send out another large casket for me to transfer the ashes myself. (Not ideally what I want to do, when this is heart breaking enough as it is) which gave me the opportunity to have extra proof of the different sizes and not having back what I was meant to have. (My large breed dogs ashes in a large casket)
So received the empty large casket today and obviously it was a different size to what i had been given initially with her ashes in, so then rang them again very concerned, as I've either not got all of my dog back or I actually have someone else's pet here and they have given someone else mine. My girlies ashes wouldn't have fitted into a medium casket.
After being put on hold multiple times and transferred to another person, they aren't taking any responsibility for it and they're trying to now tell me that the medium size casket that I have with her ashes in, is a large casket and that the new large casket full dimensions inc lid 22cmx13x10 that I received today is no longer a large casket but is now apparently an extra large casket (dimensions everywhere states that it is large)
So God knows who's pet I actually have here but this is absolutely disgusting service, no care, no respect, no compassion from CPC what so ever.
With this level of aftercare, I dread to think of how they actually handled her before the cremation.

A message to say a big thank you for your service for looking after our cat at the saddest time, we lost our cat Marley and received his ashes within 2 weeks, we received a lovely card with our boy back with us, the lady on the phone was so kind and the delivery man was the kindest, just a big thank you for everything you do we have him home we he belongs ❤️

We lost our beautiful 17 yr old Birman girl, Lucy a cpl weeks back and attended her cremation ceremony here yesterday.

Can't say I've ever attended a pet cremation before but we were really blown away with how professional and sensitive the whole experience was, I've been to human cremations with the same level of delicate care. From the preparation of the body, allowing you time to grieve with your animal in a dimly lit bereavement room with comforting poetry on the walls, to the presentation of the ashes at the end.

Highly recommend this place and a big shout out to Mary, who was so lovely and made our experience as special and memorable as it could have been.

Lost our wonderful black lab age 15 and a half on the 12th August 24. We collected her ashes today and wanted to leave a review. Delighted with CPC service so wanted to say thank you. Inky is in a simple wooden casket with a bronze coloured plaque with her name, plus a sweet card of condolence and the date of cremation. All done so nicely, very grateful and pleased. See

I lost my Chewbacca on the 9th August, when I rang to organise the cremation the gentleman on the phone explained what the next steps will be and Chewie should be home in 7-10days. After waiting nearly 2 weeks I rang to see what was happing only to be told in a flippant way that my dog wasn't picked up from the vets as the paperwork wasn't done!! She also said that we go twice a week to that vets and he wasn't picked up on the 2nd visit either then?? I was too upset to go any deeper in the conversation but she made my Chewie seem like lost luggage not my beautiful boy! I'm so upset that no-one had the decently to ring and explain and 3 weeks on I'm still waiting for my boy!! Quick enough to take the money but no feedback! Thanks for the terrible upsetting experience of losing my boy