28/07/2026
A Message to the Families We Serve
We would like to offer our sincere and unreserved apologies to a small number of families who recently received a letter from us in error regarding cremated remains.
As part of an ongoing review of historical records, we are carefully checking cremated remains that have remained in our care for an extended period to ensure our records are accurate and complete. Before any letters were due to be issued, our process required every record to be manually cross-checked against our ashes register.
Unfortunately, before those checks had been completed, a small batch of approximately 20 draft letters was sent in error. We have since established that a number of those families had already collected or arranged the burial or scattering of their loved one’s cremated remains.
We fully appreciate the distress and upset that receiving such a letter may have caused. We cannot apologise enough to those families affected.
As soon as this error came to our attention, we began reviewing every individual record and have personally contacted those families who have spoken with us to provide reassurance and verify our records. A further letter will be sent tomorrow to each affected family explaining what happened and confirming the correct position.
We have also reviewed our internal procedures and introduced additional safeguards to ensure that every record is fully verified before any future correspondence is issued.
For over three decades, our priority has always been to care for every person entrusted to us with dignity, compassion and respect. We deeply regret that, on this occasion, our usual high standards were not met.
If you have received one of these letters and have any concerns or questions, please contact our office directly. We are committed to answering every enquiry openly, honestly and with the care you deserve.
Once again, we offer our heartfelt apologies.
The Tender Touch & Willow Independent Funeral Service
