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Our commitment to clients

We aim to ensure that:

  • making a complaint is as easy as possible and we treat your complaint seriously
  • we deal with your complaint promptly and in confidence
  • we learn from your complaints and use them to continually review and improve our service

What is a complaint?

A complaint is when you tell us that you are not happy about any part of the service and/or the products we provide.

How to make a complaint

If you wish to make a complaint you can contact the Funeral Director, Natalia McLackland, in any of the ways listed below. 

By email to

By telephone on 0191 433 4499

In writing to: Natalia McLackland, Regent Funeral Services, Saltwell Road South, Gateshead, NE9 6DT

What happens next?

We will acknowledge receipt of your complaint within 5 working days. We will then review your complaint and arrange a meeting or telephone conversation which we hope will enable us to resolve the situation with you. The exact time-scale for this procedure will depend on the specific circumstances of your complaint, but we will aim to keep you informed of progress throughout.