Complaints procedure

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 complaints and use them to review and improve our service.

What is a complaint?

A complaint is when you tell us 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 our General Manager, Allan Clinton, in any of the ways listed below:

By email – allan@levertons.co.uk

In writing to -

Leverton & Sons Ltd

212 Eversholt Street
London
NW1 1BD

By phone – Tel: 020 7387 6075

In person (by appointment only) at –

Leverton & Sons Ltd

212 Eversholt Street
London
NW1 1BD

Your complaint will be acknowledged within 3 days and fully investigated within 5 working days.

If you are unhappy with the response, you can contact Andrew Leverton in any of the ways listed below:

By email – andrew@levertons.co.uk

In writing to -

Leverton & Sons Ltd

212 Eversholt Street
London
NW1 1BD

By phone – Tel: 020 7387 6075

Please be advised that we will only accept complaints from the client (this is the person who arranged the funeral and entered into a contract with ourselves) and within six months of when the funeral was arranged.

If You are Still Unhappy

If you are still unhappy with our response you can contact The National Society of Allied & Independent Funeral Directors (SAIF) in any of the ways listed below:

By email – standards@saif.org.uk

In writing to –

The National Society of Allied and Independent Funeral Directors

SAIF Business Centre 3 Bullfields Sawbridgeworth Herts CM21 9DB

By phone – Tel: 0845 230 6777 or 01279 726 777

By fax – Tel: 01279 726 300

Your complaint will be acknowledged within 7 days then fully investigated.

Please note that The National Society of Allied and Independent Funeral Directors (SAIF) will not investigate a complaint unless the internal complaints procedure of the Funeral Directors has been exhausted.

For SAIF’s Complaint Policy please visit https://saif.org.uk/about-saif/complaints

Contact Levertons

Our business hours are 9am to 5pm, so please contact the branch closest to you within these hours. Alternatively submit an enquiry using our form.

Need us now? We’re here for you
- day or night

Need immediate assistance? Please get in touch. In the case of someone dying at home, or if you need to contact us out of our regular office hours, do call us. We can arrange collection 24 hours a day.

I genuinely can't put into words how amazing Lorna and the rest of the team have been in my recent experience of arranging my father's funeral. It's the first time in my life that I've really had to engage and deal with death, let alone having to arrange a funeral after the death of a parent. Needless to say, it's been a difficult time. Lorna at the Kentish Town branch has been supportive, compassionate, sensitive, endlessly knowledgeable and, above all, patient with me during this entire time. The result has been an amazing send off for my father - one that he deserved. Funeral directors are one of those services that we hope we won't have to use again, but if the time comes, I won't hesitate to return back to Levertons. Thank you all so much.

Review by Ellis C left on 05 Oct 2025

Google

Dear lorna, as a family we have been using Levertons for around 30 years. as a family we could not have asked for a better service from you. Politeness, explaining step by step what will happen. Answering all your questions, emails and genuinely always willing to help. I personally wouldn't want to use any other funeral director... Levertons give you everything you need. Thank you Levertons

Review by T Elliott left on 03 Oct 2025

TRUSTist

This is the second time we have entrusted Leverton & Sons service, and we are so grateful for their professionalism, guidance, and kindness throughout the process. They made a very difficult time much easier for us.”

Review by Antonia D left on 03 Oct 2025

TRUSTist

This was the first time I have had to arrange a funeral for an immediate family member and I found Lorna from the Kentish Town branch both incredibly compassionate and extremely helpful in the circumstances. Lorna and Libby’s (our celebrant) guidance helped us pull together a well-received service for my late Dad. Would not hesitate to recommend or use again.

Review by Justin H left on 20 Sep 2025

Google

When my mother sadly passed away last month there was only one company that we would trust with her funeral arrangements and that was Leverton &sons. We left everything to them and they did not disappoint. A friendly, approachable and professional service from start to finish, thank you for making a sad time that bit easier.

Review by Keith O left on 18 Sep 2025

Google

We recently had a funeral with Levertons and as a family we were astonished by the impeccable service they provided. Their professionalism, support, dignity and overall knowledge was fantastic. Our family member Janet had pre paid her own funeral and this was a seamless service with no hidden fees. Deborah was so professional and polite and approachable that it made their service Ben better. Deborah's knowledge was second to none and made the whole process easier. Out family have been using Levertons for many years - over 25 years and this is why our family continues to to use their service..

Review by Siobhan C left on 03 Sep 2025

TRUSTist

I went with Leverton as I really had no idea where to start with planning a funeral, and a family member had used their services previously. Michael was enormously helpful at a very stressful time, making everything super easy for me when I had no idea how things worked. He was always at the end of an email with a quick reply whatever the question or request. On the day, the funeral service was really lovely and well run. All their arrangements went super smoothly and they accommodated whatever request we had. If you’re anything like I was (doing this for the first time, at a bit of a loss, and just wanting some kind help planning a good funeral) I highly highly recommend Leverton.

Review by Phoebe R left on 03 Sep 2025

Google

I cannot praise Leverton and Sons highly enough. The professionalism, organisation and empathy they showed in organising my mother's funeral was of the highest standard. There was incredible attention to detail and the service was flawless. A huge thank you to all involved.

Review by Christian A left on 02 Sep 2025

Google

This has got to be the worst florists I’ve ever been to.

Review by Paul W left on 31 Aug 2025

Google

I made my initial appointment with Lorna Walkden at Kentish Town Branch. My friend had passed very unexpectedly. Lorna made the whole Process easy for me to understand. Could not recommend Leverton & Sons enough.

Review by Angel left on 17 Aug 2025

Google

The Good Funeral Guide 2025
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Selected Independent Funeral Homes
SAIF Member
Association Of Green Funeral Directors
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