Bereaved Customers First | Cruse Bereavement Care

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Cruse Bereavement Care's Bereaved Customers First campaign aims to reduce the emotional burden bereaved people are facing when contacting businesses to tell them a loved one has died.  

A YouGov survey of over 1,600 UK adults* who notified businesses after the death of a family member or friend found that almost a third (32 per cent) said it took them two weeks or longer to contact all the relevant companies to notify them of their loved one’s death, of which 12 per cent said it took longer than a month.

Almost three in ten (27 per cent) bereaved people said the process of contacting all the relevant companies was not straightforward. Almost half (44 per cent) said it was time consuming as well as stressful (39 per cent), upsetting (30 per cent) and traumatic (16 per cent).

When asked which sector people had the worst experience with, 13 per cent pointed the finger at banks and buildings societies and 8 per cent said utility companies including gas, electric and telephone companies.

Cruse Bereavement Care is asking for businesses to simplify their process and put their bereaved customers first by putting in place the four ‘P’s’

Plan: Have a written plan that outlines how businesses will treat bereaved customers with empathy and respect.

People: Train staff and make sure everyone who comes into contact with bereaved people knows how to respond efficiently and with understanding.

Process: Streamline your processes and procedures to be simple and pragmatic. Avoid unnecessary steps and repetition.

Paperwork: Ensure your paperwork is easy to follow and only asks for information that is needed. Pass on details of where people can get practical and emotional support.