Frequently asked questions

We’re deeply sorry for your loss. In the hours after someone dies, there are a few important steps to take, like contacting their doctor and arranging for a funeral director to bring them into care. You don’t need to have everything figured out before calling us. Many families wait, thinking they need a plan, but we’re here to help right away. Call us any time, day or night – or explore our checklist of what to do when someone dies for more guidance.

A funeral service typically takes place with the deceased present, either in an open or closed coffin. A memorial service tends to happen after the burial or cremation, and can be held at any time.

Absolutely. Personal touches are at the heart of what we do. From music and flowers to rituals and readings, we’ll help you reflect your loved one’s life and values in the funeral service or memorial.

You don’t have to do this alone. Your funeral director will guide you through the process at a pace that feels right for you. At your first meeting, we’ll talk through key details like timings and location. From there, we’ll help you personalise the service with special touches like music, flowers, readings and rituals. Behind the scenes, we’ll handle as much as we can to ease the load, so you can focus on being present. That’s what we’re here for. You can also download our free funeral planning guide for an overview of what to expect.

You may like to bring a close friend or family member for support. As for practical items, try to bring along your loved one’s birth certificate, any documentation of their wishes including prepaid funeral plans, a recent photo of them and the clothes you’d like them to be dressed in. For more guidance, read our guide: Meeting the funeral director.

Our experienced team can talk you through the different options, such as burial vs cremation, coffin or casket, or whether or not to hold a viewing. We’ll do our best to help you make an informed decision.

We’re proud to support families from all walks of life. Our team brings experience, flexibility and respect to every service, working closely with you to honour your cultural or religious traditions – whatever they may be. We have extensive experience with multicultural and multifaith funerals. Whether it’s language support, religious rites or specific customs, we’ll work closely with you and your community to get the details right.

An online memorial is a personalised webpage dedicated to someone who has died. It can include photos, written tributes, videos and service details, all in one place. Family members can invite others to contribute, making it a collective record of memories, moments and messages of support. 

Their is no time frame for grief as it is a personal experience. Your grief will last as long as it lasts. Grief doesn't follow a neat progression of stages or cycles. It's a very complicated and personal thing. There will be a lot of regression, or backtracking to earlier "stages" or "tasks". And that's okay. It just means you are fully working it through in your own way. Family and friends may not understand and even become frustrated should they think you are not 'getting over' the loss of your loved one.

Sometimes it may feel like the sadness will never end. While these feelings can be frightening and overwhelming, they are normal reactions to loss. Accepting them as part of the grieving process and allowing yourself to feel what you feel is necessary for healing. Grief is also a unique and intensely personal experience. How you experience grief depends on many factors, including your personality and coping style, your life experience, your faith, the nature of the loss and the support you have around you. The grieving process always takes time, as does the healing process. Even members of the one family mourning the loss of the same person will show their grief in different ways or will begin to recover from grief at different times.