Privacy Policy & Complaints Procedure

PRIVACY POLICY

What type of information do we collect?
We receive, collect, and store any information you enter on our website or provide to us in any other way. In addition, we collect the Internet Protocol (IP) address used to connect your computer to the Internet, your login details, email address, password, computer and connection information, and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to navigate away from the page. We also collect comments, feedback, product reviews, recommendations, and personal profile information.

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How do we collect information?
We collect personal information that you provide to us, such as your name, address, and email address. Your personal information will only be used for the specific purposes stated above.

Why do we collect such personal information?
We collect both personal and non-personal information for the following purposes:

• To provide and operate our Services;

• To offer ongoing customer assistance and technical support;

• To contact our visitors and users with general or personalised service-related notices and promotional messages;

• To create aggregated statistical data and other aggregated and/or inferred non-personal information, which we or our business partners may use to provide and improve our respective services;

• To comply with any applicable laws and regulations.​

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How do we store, use, share, and disclose our site visitors' personal information?
Serene Array Funeral Services is hosted on the Wix.com platform, which provides us with the online infrastructure to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases, and general applications, and is kept on secure servers behind a firewall.

All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS, as managed by the PCI Security Standards Council—a joint effort of brands such as Visa, MasterCard, American Express, and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

How do we communicate with our site visitors?
We may contact you to notify you regarding your account, troubleshoot problems, resolve disputes, collect fees or monies owed, gather your opinions through surveys or questionnaires, send updates about our company, or as otherwise necessary to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes, we may contact you via email, telephone, text messages, and postal mail.

Privacy Policy Updates
We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon posting on the website. If we make material changes to this policy, we will notify you here so that you are aware of what information we collect, how we use it, and under what circumstances we use and/or disclose it.

Questions and Your Contact Information
If you would like to access, correct, amend, or delete any personal information we have about you, please contact us at info@serenearray.com, and we will be more than happy to assist you.

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COMPLAINTS PROCEDURE

At Serene Array Funeral Services, we strive to provide the best possible service to our clients. If you feel we have not met your expectations or requirements, we invite you to reach out to us via email at info@serenearray.com.

Our Standards for Handling Complaints

• We take all complaints seriously, whether submitted by email or post.

• You will always be treated with respect and fairness; we ask that you extend the same courtesy when interacting with our staff.

• Your complaint will be handled with confidentiality.

• We aim to address complaints promptly. We will acknowledge receipt of your written complaint within 5 working days and provide a full response within 20 working days.

• If we cannot provide a complete response within 20 working days, we will explain why and inform you of the expected timeline for our full reply.​

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Confidentiality
All complaints are treated confidentially and in accordance with the Data Protection Act 1998.

How to Complain
Complaints can be made via email or post. You can send an email to info@serenearray.com or mail your complaint to:
Serene Array Funeral Services Limited
250 Church Lane
Kingsbury, London, NW9 8SL

We follow a two-stage complaints procedure. To help us resolve your complaint as quickly as possible, please provide as much detail as you can, including any documents, correspondence, and a statement indicating that you are filing a complaint under our procedure.

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Stages of the Complaints Procedure

Stage 1
This is our initial opportunity to resolve any dissatisfaction. Most complaints are resolved at this stage. Upon receiving your complaint, we will contact the Managing Director and ask them to handle it directly.

Stage 2
If you are dissatisfied with the response from Stage 1, you may request a review by the Director of Serene Array Funeral Services. Please send your request to info@serenearray.com, and we will forward it to the company directors for review.

Timescales for Handling Complaints

• Stage 1: Maximum 28 working days

  • Acknowledgement within 5 working days

  • Full response within 28 working days

• Stage 2: Maximum 28 working days

  • Acknowledgement within 5 working days

  • Full response within 28 working days​

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Extending Time Limits
While we aim to resolve all complaints within the specified timeframes, some complex cases may require more time. If this happens, we will keep you informed about the progress of the investigation, the reasons for any delay, and provide a new deadline. After any stage of the process, you have a maximum of 28 days from the date of the final response to request that your complaint be escalated to the next stage.

If You Remain Dissatisfied
If, after following the two stages of our procedure, you are still unsatisfied, you may request an external review of your complaint by someone independent of Serene Array Funeral Services. You may contact the Ombudsman, who can conduct independent investigations into complaints related to independent businesses, agencies, and some public bodies.