CMA

Funerals Market Investigation
Summary of Provisional Decision report
Notified: 13 August 2020
1. Funerals provide an opportunity for people to pay tribute to their loved one and they fulfil critical social, psychological and (for many) religious functions. Because of the crucial role funerals play in society; the distressing circumstances in which they occur, and the fact that funerals are one of the largest purchases many people will make in the course of their lives, it is important that those who purchase funeral services can be confident that prices are reasonable and the quality of service they receive is appropriate. It is this that our inquiry has sought to investigate.
2. The later stages of our inquiry have been conducted in the midst of the coronavirus (COVID-19) pandemic which has unfortunately caused a significant increase in death rates and materially changed the circumstances in which funerals can be conducted with immediate, and possibly long-term implications for the behaviour, economics and structure of the sector. It has also had a major impact on the running of our investigation, the provisional conclusions that we are able to reach and the timing of the actions that we propose to take.
3. Our investigation has centred on how people approach the purchase of a funeral under the extremely difficult circumstances that precede and follow the death of a loved one, and on competition between funeral directors at this point of need1 and between crematoria operators. We have also considered how concentrated the supply of funeral director services and of crematoria services is, how prices have increased over time and the levels of profits suppliers are making, among other things.
4. At the root of our provisional conclusions is the observation that most customers, unsurprisingly, find it extremely difficult to engage with the process of purchasing a funeral. This is not only because of the emotional vulnerability that will affect many in the period before and following the death of a loved one, but also because of numerous other factors that conspire against their ability to exercise choices in the way they would normally do when faced with such an important purchase: social pressures and seeking to do the right thing for the deceased (when often they do not know what the deceased would have wanted); conflicting demands on their time and energy, when they are short of both; lack of basic understanding or practical experience of what organising a funeral entails, having to do so very seldom in their lives.
5. As a result, when choosing a funeral director, people largely follow a personal recommendation (which often provides only scant information as to why it is made) or simply go back to the funeral director that they or their family have previously used, even though this may have been in the distant past and the ownership of the business may have changed in the meantime. None of this should be portrayed as a failure on the part of customers. The approach they take is a reflection of the circumstances that people face when someone close to them dies.2
6. The bereaved typically place their trust in the funeral director to guide them to the most suitable option for them. When it comes to choosing a funeral, customers (including the least well off) are insensitive to price, although in recent years affordability has become a significant issue for some. They do value the quality of the service they receive throughout the funeral arrangement and delivery process, but they cannot easily judge this until after they have made the purchase and sometimes not even then. They care about how their loved one is being looked after but are not able to check how well this requirement is met in practice. Most people believe, incorrectly, that funeral directors are regulated.
7. Over 78% of the deceased are cremated. When it comes to choosing a crematorium, customers do so overwhelmingly on the basis of location (how close the crematorium is to where the deceased lived) or familiarity (whether they have been there before). Again, price is rarely a relevant factor in their choice, and, although quality matters both in general and for those customers who compare the provision of alternative crematoria, very few carry out such comparisons.
8. The way customers go about choosing a funeral director has significant implications for how funeral directors compete. In the absence of clear market pressures from customers, they largely rely on their own judgement to gauge what their customers need. This manifests itself most noticeably in the way they impart pricing information, which is often provided late in the sales process. Prices often cannot be obtained in a comparable format on-line or on the telephone and, once customers meet the funeral director to make the funeral arrangements, they are highly unlikely to switch to another provider.
9. Day-to-day competition between funeral directors is particularly muted: they monitor each other’s activities but largely focus on their own service provision (and in particular aspects of quality that can be observed by customers such as the condition of their premises and vehicles and staff training) and making sure that they are well known and visible in their local community, rather than responding to changes to the offerings of their competitors.
10. We have seen evidence that, recently, some funeral directors have sought to establish relationships with palliative care services, with a view to channelling dying patients, or their relatives, towards their services, thus by-passing competition for those customers altogether.
11. The two largest suppliers, Co-op and Dignity, account for 30% of branches and are often significantly more expensive (which we estimate to be by approximately £800 and £1,400 respectively)3 than many of the small, typically family-owned, businesses that operate the majority of branches in the UK. In recent years, Co-op and Dignity have been competing more actively in the supply of lower-cost funeral options (direct cremation and simple funerals), but this trend has not been significant among other funeral directors, and has not had a material impact on competition more broadly in relation to the types of (mainly higher cost) funerals that most people have continued to purchase.4
12. On the crematoria side, in addition to lack of competitive constraints arising from customers’ tendency to choose a crematorium on the basis of location or familiarity, there are two significant barriers to entry by new crematoria, which have contributed to the high level of concentration of the sector: the planning regime, and the high sunk and fixed costs associated with the opening and operation of a crematorium. Historically, crematoria were opened by local authorities seeking to serve their local population, and 61% of crematoria are still operated by local authorities today. Since the 1980s private companies have opened many new crematoria but, faced with high barriers to entry, they have tended to focus on areas where there was no, or limited, supply within a reasonable distance and to simply keep up with growing demand.
3 Based on our analysis of pricing data gathered by SunLife from a sample of 100 funeral director branches. We calculated that the funeral director fees quoted by Dignity and Co-op were respectively £1,428 and £802 higher than those of the other funeral directors on average.
13. As a result, today, crematoria are generally few and far between. Many people have ready access to only one local crematorium, and few have access to more than three. We have therefore found that competition is very muted here as well. To the extent that some crematoria seek to attract some customers on the basis of the quality of their offering, which normally means the underlying standard and maintenance of the buildings and grounds and the duration of the funeral service, there are not enough customers choosing a crematorium on this basis for it to drive an effective competitive process.5
14. We therefore provisionally conclude that the markets for funeral director services at the point of need and crematoria services6 are not functioning well. We have provisionally found that a number of features restrict or distort competition:
(a) Low level of customer engagement caused by the intrinsically challenging circumstances surrounding the purchase of a funeral
(b) Lack of easily accessible and clearly comparable information on the products and services provided by funeral directors, including their prices and levels of quality
(c) Lack of visibility to customers of the level of quality of care given to the deceased by funeral directors
(d) High barriers to entry in the supply of crematoria services
(e) High levels of local concentration in the supply of crematoria services.7
15. Because customers are so insensitive to price, it is not surprising that lack of effective competition has resulted in higher prices than we would expect to see in a well-functioning market. With average annual rates of increase of 5% over 13 years for funeral directors and 6% over 10 years for crematoria, price rises have been well in excess of general inflation for a considerable period of time. There are also significant price differentials between funeral directors within local areas. The persistent level of excess profits that we have seen amongst a wide variety of suppliers indicates that cost drivers or quality differentials cannot explain the pricing issues that we have identified.8
16. We estimate that the consumer detriment arising from lack of effective competition between funeral directors is at least £400 per funeral on average across a significant proportion of the market (ie customers of both large and many small firms). This is likely to be a conservative figure because it does not take into account potential inefficiencies (for which we have found some evidence), meaning that the total detriment figure is likely to be higher than our estimate implies, potentially significantly so.
17. With respect to crematoria, while the prices of private sector crematoria are often significantly higher than those operated by local authorities, our profitability analysis indicates that customers of both private and local authority facilities have been paying too much, with the former overpaying by around £215 per cremation on average, while the latter are overpaying by approximately £175 per cremation on average.9
18. When it comes to the way the deceased are cared for by funeral directors between the time of death and the funeral, we have received concerning evidence from a range of industry participants and observers of problems that they have witnessed personally. Many funeral directors, and the two trade associations, acknowledged that, while in their view quality of care in the sector was generally good, there were instances of poor quality. We have therefore provisionally found that there are likely to be some funeral directors who are not providing acceptable levels of quality in this respect. Where this occurs, it is deeply detrimental to customers, who expect their loved ones to be treated with respect and dignity.
19. We have considered what remedies are necessary and appropriate to address our concerns about high prices and poor quality. Our preference is normally to seek to ensure that the competitive process can be improved, thus generating acceptable levels of price and quality. However, in the context of the funeral sector, this is unlikely to be sufficient because: consumers’ circumstances following a bereavement mean they have significant difficulty in engaging with the purchasing process in general (and the issue of price in particular); there is strong evidence of high prices, while important aspects of quality are not observable to purchasers. We therefore consider that price regulation and a quality inspection regime are appropriate remedies to consider among others.
20. COVID-19, and the essential public health response to it, have severely restricted our ability to develop the remedies we consider will be needed to achieve a full solution to the problems we have found, at this time. The exceptionally high death rates and the particularly distressing and unusual circumstances in which funerals have had to be arranged since March 2020 have resulted in extreme pressures for funeral directors and other key stakeholders, such as local authorities. This has made it very challenging to engage with key parties, collect data and design potential interventions in detail.
21. Government-imposed restrictions, including on the number of people who could attend a funeral service and other social distancing measures, have changed dramatically the economics of funeral directors and crematoria alike, impacting both the cost of operation and average revenue per funeral because of the increased prevalence of simpler funerals during this period. Under such circumstances, and with ongoing uncertainty as to the future path of the pandemic during the remainder of our inquiry, it would not be feasible to calibrate the price controls that we would have been likely to seek to impose on both funeral directors and crematoria under more normal circumstances.
22. We have no power to suspend, or further extend, our inquiry to reflect these factors but we think it important to keep on the agenda the possibility of price control remedies as a means of protecting funeral customers. We are therefore proposing that the CMA should come back to the option of a price control remedy when the circumstances of the funerals industry have returned to a steady state, which may well be different from that existing before the onset of COVID-19. This is likely to require a supplementary market investigation focused on resolving the pricing issues that we have identified in this inquiry.
23. In the meantime, we propose to take forward a set of remedies that we describe as ‘sunlight’ remedies – shining a light on the pricing and back of house practices of the sector. The objective is to ensure that the pricing and commercial activities of funeral directors and crematoria, as well as the quality of the service that funeral directors provide, are exposed to greater public and regulatory scrutiny. A set of remedies that will cast further light on the behaviour of the sector until more fundamental remedies can be taken forward.
24. We are proposing that a number of such measures would be implemented by the CMA as soon as possible after publication of our final report. Under these proposals:
(a) The CMA would actively monitor firms’ revenues and sales volumes in the funerals sector, in order to identify, and where possible, address, any harmful behaviour. The CMA would also publish an annual review of its monitoring activity. To support these activities, we would require certain funeral directors and all crematoria operators to provide specific financial information to the CMA.
(b) We would require funeral directors and crematorium operators to publish price information to support customers in accessing and assessing the price of funeral services. In addition, we would require funeral directors to disclose to customers, information relating to the ownership of the business, any business or financial interests in a price comparison website for the sector and payments or donations to hospitals, care homes and any other similar institutions.
(c) We would prohibit certain arrangements, payments and inducements made by funeral directors with/to third parties such as care homes as well as the solicitation of business through coroner and police contracts, in order to protect vulnerable customers from being channelled towards a given funeral director that may not fully meet their needs.
25. We propose to make a recommendation to the UK government and the devolved administrations in Northern Ireland and Wales relating to the regulation of the quality provided by funeral directors. This would involve, in the first instance, the establishment of an independent inspection regime and registration of all funeral directors in England, Wales and Northern Ireland. As Scotland already has such a regime in place, we are not proposing to make such a recommendation to the Scottish Government.10
26. Our proposed package would subject the behaviour of the sector to increased scrutiny, and more effectively empower customers when choosing a funeral director or crematorium, while holding open the door to price controls when circumstances created by the pandemic change sufficiently to permit these to be considered.

AmyB-663

Excellent
W J Beswetherick & Son were excellent. Their communication and support during a difficult time was brilliant. They answered all of my questions promptly and were more than happy to offer advice wherever needed. Wouldn't hesitate to use again.
MartynF-16

Genuine and caring service.
My Mum passed away recently and after Beswethericks were recommended to me for my Dad 4 years ago it was without hesitation that I used them again for Mum. Once again they made a very emotional experience that bit easier due to their professional and personal touch, showing empathy and genuine care throughout the whole time. I felt that I was being looked after every step of the way. My thanks and gratitude go to Cindy, Simon, Gloria, Sandra and the rest of the team for helping me organise both funerals and I would recommend Beswethericks without reservation. Jo.
KateJ-50

Outstanding at all times
Sadly we lost my mother in law suddenly just before Christmas. What is always a difficult time was made much worse by the time constraints Christmas brings. At all times the team at Beswethericks were there to help and advise, always at the end of the phone. They made sure that my mother in law was treated with dignity at all times and that we as a family were supported. Throughout the whole process from planning to the funeral itself, no question was left unanswered and no problem not resolved. The ceremony itself went seamlessly and we will be eternally grateful to Gloria, Cindy, Simon and Sandra for everything they have done for us throughout this sad time. I would highly recommend Beswethericks and thank them immensely.
CaroleM

CARING AND PROFESSIONAL
I cannot recommend this company highly enough. When my Aunty passed away a few months ago I had to arrange her funeral with the complication of living nearly 300 miles away. From the very first phone call to Besweatherick's office in Truro, everyone was very kind, helpful and sympathetic. They informed and led me through everything especially the things I hadn't thought of and nothing was too much trouble. The funeral was very much a celebration of my Aunt's life and family and friends all said what a wonderful tribute to her it was. Special thanks to Gloria who was there on the day and was so reassuring and to Cindy and Simon for all their help and care. I am so grateful to them.
EmmaF-87

Excellent and sympathetic company
Beswethericks were recommended to me and I would have no hesitation in passing the recommendation on. It is a local, family run business that offers an efficient, sympathetic and sensitive service at what is a very difficult time. Nothing was too much trouble and Cindy and simon were happy to guide me through the whole process and were there in person on the day to make sure everything ran smoothly. A very professional company I would highly recommend.
SarahT-152

Caring and professional
We have used Beswetherick twice in the last 2 years for my parents' funerals. The whole team are so professional and yet caring. They handled all of the arrangements which made our lives much simpler. Their advice and guidance was very much valued and their customer service and attention to detail perfect. Gloria was the funeral director at both funerals and it was a comfort knowing we were in good hands. I can highly recommend the whole team.
JohnS-1382

A First Class Caring Service
My elderly mother died recently following a long illness. In her funeral wishes, she requested WJ Beswetherick & Son to be appointed as funeral director. In following out her wishes, the family found this firm to be tremendous - they were friendly, supportive, caring, efficient and I cannot praise them highly enough. Gloria and the whole team instilled my confidence in their service from the moment I made my first approach on behalf of the family. All the arrangements, from the first collection to the end of the crematorium service, went without a hitch, all thanks to the highly professional staff and directors. I heartily thank them and highly recommend them.
AngieT

Elsie Cory
We have used beswethericks over the years and have no hesitation in returning to them.Their professional and caring and of course understanding to all are needs and make our sad journey as easy as they can. The family can't thank them enough and any requests are dealt with compassion and dignity.We have no hesitation in recommending them to others who need a family run professional service.
MarionF-10

Sympathetic
My darling mother Mavis passed away in the middle of the night. I called Simon. Himself & a colleague were with us within moments. Such gentlemen. Very kind. Didn't rush in any way. Gave us all the time we needed to say our goodbyes. Mum didn't want a funeral. She had just turned 86 years old, she said at her age all her friends unfortunately were dying and the ones left spent their time going to funerals, she didn't want that. Mum also felt the occasion was too upsetting for us her children. So she chose to have a private cremation. Cindy & Simon looked after everything for us. They are an amazing couple doing a wonderful job at such a very sad time in anyone's life Thank you both very much Your kindness was much appreciated Marion & Stuart Farmery
JonP-81

Excellent & Efficient Service
From the minute I entered the offices to the end of the cremation I was dealt with in a very caring and efficient manner that helped remove a lot of stress and difficulty whilst arranging everything else. Would highly recommend.
NicholasB-49

Outstanding service
I cannot thank Cindy, Gloria, Simon and all the staff at Beswethericks enough for their wonderful support and help at such a sad time. We chose a well-established family business as we felt this would be more fitting. We were not disappointed. From initial enquiry to after the funeral, the care and warmth shown was greatly appreciated. It is said that the little touches make all the difference; rarely has this been more evident. To everyone at Beswethericks a huge thank you for the professionalism and quality of service provided. I can recommend them without hesitation.
MarilynJ-4

Professional and caring
My mother sadly passed away recently whilst staying with us in Surrey. Beswethericks were helpful, efficient and caring throughout, from arranging for Mum to be returned to Cornwall through to the actual funeral itself. Our thanks go to the whole team, particularly to Simon, and we would certainly recommend Beswethericks as a very professional company with that all important personal touch.
ThomasP-71

Caring and Professional
We have used Beswethericks in the past and did not hesitate in using them again. Their care and support to the family was very welcome at a difficult time. Any questions or requests we had, were dealt with compassion and dignity. Our many thanks go to Cindy, Gloria, Simon, Sandra and all the team for their professionalism and guidance.
MagentaBag77

Care, Compassion and Professionalism
When my mother passed away, Beswethericks were recommended to us and they certainly fulfilled the recommendation. The funeral was in Truro Cathedral and as we lived in Berkshire, we were quite daunted by the prospect of all the arrangements. Beswethericks arranged every detail with care, compassion and professionalism. They were extremely flexible and anything we wanted could be provided. I would certainly recommend W J Beswetherick & Sons.
AndyJ-140

Nothing too much trouble
Cindy & Simon were lovely, warming and very professional. Nothing was not too much trouble for them. They put the order of service together for us which came really well including the images etc. Their communication was spot on, not too much, not too little. Very caring and efficient service from them all.
Carol in Chacewater

Highly recommended – a wonderful, dedicated family firm
In 2001, I chose this funeral director to handle the arrangements for my mother's funeral and they were excellent, so I had no hesitation in choosing Beswetherick & Son again last month when my husband passed away. I am pleased to report that the standard of the care, compassion and professionalism shown on the second occasion was just as I had remembered it - if not better. Everyone was kind and caring at a time when a family needs to know that they can rely on the fact that everything will be done to make the day go as well as you would wish. We had made several decisions regarding the funeral beforehand, which obviously helped, but from our first appointment, Gloria was excellent in gently pointing us in the right direction when we needed it. I am so grateful that this dedicated family firm was available to arrange such an important day.
GreenSpoon43

Courteous and compassionate
We have now used Beswethericks for three family funerals. We have found them courteous, compassionate and friendly on each occasion, the latest being no exception. We could find nothing to fault, from their planning, finessing the paperwork, service on the day, to their follow up afterwards. Thank you.
RedUmbrella89

Fantastic service, highly recommended.
We had absolutely fantastic service from Beswethericks from start to finish. Couldn’t praise them enough for the care and professionalism that they provided both leading up to and on the day of the funeral. We would recommend them unreservedly.
PinkClothes37-2

Outstanding Service
I cannot recommend Beswetherick’s highly enough to express how their efficient, caring, approach helped me give my father the most amazing send off ever with the help of the RAF. Simon, Cindy and Gloria were so supportive and ensured that the personal touch was maintained throughout the arrangements. A very sincere thank you to you all. Lin Rundle, Truro
MaroonCard83

INDEPENDENT IS BEST
All the staff offered caring and considerate customer service at a time when emotions are stretched. Nothing was too much trouble, from collecting my mother from outside the county and bringing her home to realigning the layout of the service sheets for the funeral. The discussion about the service and requirements was, due to distance, done by telephone and email and worked well. Having a dedicated person present on the day to liaise with and direct the family was delivered skilfully and unobtrusively. Overall, the attention to detail and concern for all on the day was exemplary. One family member commented 'it was the best funeral she'd been to'and this was in no small way due to the team at Beswethericks. When the account arrived it was £3,000 less than a very similar funeral organised up country with a Funeral Directors who are part of a larger organisation, which was pleasing, especially as the service we, and my mum, experienced was so good.
BobF-33

An excellent funeral service arranged by e-mail from a very caring team.
We were extremely satisfied with the funeral/cremation arrangements and service from W J Beswetherick & Son Ltd. My 94 year old Mum died peacefully in Truro, but I (her son) live in Epsom. However we were able to make all the arrangements by e-mail after an initial phone call. W J Beswetherick noted all our requirements and arranged an excellent Christian ceremony and arranged for Fr. Simon Bone from St. Day to conduct the service. They arranged the requested music and Fr. Simon put together a simple, but Christ filled service. Gloria & Lee from W J Beswetherick looked after us at Penmount Crematorium and were very caring supportive. We did not want a cavalcade and my daughter brought a white rose cross with her from Norwich which her friend had made. W J Beswetherick were able to accommodate all of this with absolutely no problem. Thank you all very much for your attention and understanding as we celebrate and remember my Mum's life. To God be the Glory.
TerenceS-17

Compassionate and Caring.
Very compassionate, thoughtful and clear service covering all aspects and fine details of the funeral process, legalities and arrangements. Extremely helpful in suggesting various alternative options relevant to our family, and all staff were just lovely and caring. A very clear website with likely costs explained. We were very impressed with the personal care and attention we received and very pleased with the service booklet production. We felt genuinely "looked-after" and were kept regularly informed at every stage of the required arrangements, and able to ask any questions at any time by phone or email with rapid reply. Highly recommended and a big thank you for giving us a wonderful memory over a sad event.
TraceyT-142

Simply the best
Cindy and all the staff are absolutely fantastic, kind & caring and dealt with any problems or queries that we had with outstanding professionalism and nothing was a problem for them to deal with. To put it simply they are the best.
ElizabethH-159

A good funeral
The service we received was very professional but friendly and welcoming at the same time. Cindy and the team were all concerned to help us organise the type of funeral we wanted and nothing was too much trouble for them. Helpful suggestions were made and there was no "hard sell" or pressure at any stage. An excellent service - we had used the business previously and would certainly do so again.
PaulO-201

Delighted with WJ Beswetherick & Son Ltd
The family were very pleased with the way in which WJ Beswetherick have arranged the funeral of my aunt. They were professional and know their business inside out. We never felt rushed at any time and were very gratified by the sensitive manner in which the arrangements were made. They managed all aspects of the funeral which involved a church service and also a cremation. Their communication was excellent letting us know about all stages of the funeral process including press notification and also the distribution of donations to charities. The costs were fair and were clearly identified in the final invoice.
IanP-368

Excellent care and attention.
As on previous occasions that Beswetherick and Son have acted for our family, we were treated with kindness and compassion during the funeral arrangements for our Father in law Syd. The professionalism and care was shown from all concerned with the company. On the day of the funeral every detail was in place to make it as easy as possible to get through what was a difficult time for all the family and many friends present. We were very grateful to Beswethericks and would have no hesitation in recommending this family run company.
OliverL-46

Funeral Organisation
Efficient, caring and thoughtful at a difficult time. Beswetherick's help was very much appreciated.
DonnaE-52

My Mum’s funeral
Truly amazing team of people, they made a sad and emotional time really special, from start to finish they followed our every wish perfectly and with kind consideration, thank you Beswethericks
AlisonA-108

A caring company
W J Beswetherick and Son were kind and friendly and gave us a very professional and extremely helpful service. From that first call they took care of everything. Simon Pennycook was even able to arrange the interment of the ashes the day after the funeral and arrange for a minister to hold that little service for us at the churchyard. We would have no hesitation in recommending this company.
LynnS-121

First Class Service all round
A very professional, sensitive and compassionate service received by Beswethericks at this challenging time. Simon and Cindy were particularly helpful, and their knowledge and support to our family is and has been outstanding. I would not hesitate to recommend them to anyone else.
SamR-284

Fantastic service all round
Having used them for both my mum and my dad- if you're looking for a no-hassle, high-quality and friendly service, I strongly recommend Beswetherick's. If you're going through a difficult time, you can trust them to guide you through the process in a professional, understanding manner- never pressuring, and always helpful! Fantastic people, and a fantastic business. I can't fault them.
JoeR-130

Excellent Funeral Company
The Staff at Beswetherick dealt with both of my parents funerals. My Mum 4 years ago and my Stepfather very recently. On both occassions they were outstanding in their professionalism, attention and support. During the initial visits to organise both Funerals their advice was consistant and constructive, taking into account the family's wishes. Both Funerals went off without a hitch and the staff in attendance were excellent. I would highly recommend them.
SallyG-121

Highly recommended professional service
I couldn’t praise W J Beswetherick enough , they were sympathetic and very understanding . Cindy listened to what sort of service I required and was spot on with everything ranging from the flowers, funeral arrangement and the lovely Di . Although an extremely sad occasion everything ran smoothly and I couldn’t recommend W J Beswetherick highly enough...thank you.
CaroleE-14

Outstanding ..thank you
I was so overwhelmed by the kindness shown to me and my family during the preparation of my husband's funeral and the attention to detail and professionalism on the day and the after service was first class. In fact words cannot convey my gratitude for making a such a difficult occasion bearable and so dignified and special!
MaureenW-79

Highly rated – Beswetherick funeral directors Truro
I highly recommend Beswetherick funeral directors. They are experts in every aspect of arranging a funeral. Furthermore, they are extremely helpful and kind. They pay attention to detail and deal with everything promptly and give advice clearly. At all times I felt they listened to what our family wanted and needed, for example, there were specific things we wanted on the service booklet and they made sure it was first class with high quality photographs. It is a very stressful time for a family and to have people who take the strain is invaluable. I will recommend them to people I know.
MarleneH-6

Very high quality company and staff.
My family and I were very very pleased with the professionalism that Beswetherick & Son showed us throughout our sad ordeal. From the outset of ringing them I had a phone call back after a very short time.Everything was explained very clearly. I would highly recommend this company and would certainly use them again without dought. All staff were so polite and helpful which made things so much easier.Can,t thank them enough!!!!
LindaD-200

Professional, thorough,organised and compassionate
We, as a family, had amazing help and support from everyone at Beswethericks during a difficult time following the death of my husband. We didn't know where to start. But Cindy asked what we wanted and they organised everything. Gloria was in charge at the service in the crematorium and she was marvellous. They recommended Di, the lovely vicar, who was absolutely fabulous. It was perfect. They were professional, thorough and compassionate. We would definitely recommend them.
AlisonW-269

Took good care of both my parents and our family.
Beswethericks looked after both my Father 24 yrs ago and Mother, who passed away in March 2019. I met Cindy when I was 13 after my Father had past away and again now age 37 for Ma, it was ahuge comfort to know Ma would be in Beswethericks care also. Everything went perfectly for both parents services and I'm eternally grateful for everything that they did for my parents and the comfort and impeccable service they provided to us the family in these dark times.
LisaD-281

Just wonderful!
It was mum's wishes to use Beswethericks but to be honest I would’ve used them regardless. They are a family business who have been around for years, one you can trust to get things right. They were warm and friendly, supportive and kind and extremely professional at all times. Their guidance was invaluable and you definitely need it at a time like this. Thank you so much to Gloria, Cindy, and Simon and all the wonderful staff.
JeanB-166

WONDERFUL UNOBTRUSIVE SERVICE, HIGHLY RECOMMENDED
We received such wonderful service and attention while arranging my fathers cremation. The complete attention to detail was outstanding and unobtrusive but excellent service we received throughout organising and during was fantastic. We would highly recommend their service.
Plymouth Shep

THANK YOU……
Simon & the whole TEAM at Beswetherick’s were simply amazing. At a very difficult time, they helped me & my Wife arrange my Mother’s send-off with dignity & looked after Mum for the period between her passing & funeral allowing us access to see her & say our farewells..... If Google did more than 5 Stars then I would give them more......
DaveT-301

Excellent service at every stage
At a very difficult time, they offered a sympathetic, efficient and imaginative service. Cindy made a number of very helpful suggestions and the end result was a funeral that matched all ourhopes and expectations. A number of friends have commented that it was the kind of service they would wish to have. We could not have asked for more.
NickS-426

Excellent care and support
It is never an easy time when a loved one passes away but from the moment I made contact with W J Beswetherick, nothing was too much trouble and all their staff were prepared to listen, makesuggestions and give valuable support. Their efforts made a challenging time easier as we could leave them to get on with the arrangements and not have to worry about things. Throughout the process all went smoothly and the service we received was caring and professional. Thank you.
JulieW-615

Excellent service
My husband and I are very pleased with the service provided by beswethericks. We did not know quite what to do and being professionals they helped us give our mum an excellent funeral. I would highly recommend. Very friendly and extremely helpful.
AlanO-82

Thoroughly recommended
We found this firm very understanding and sympathetic paying attention to the wishes and details of my wife. We were kept informed at all times of developments. They were punctual and smartly turned out. Their efficiency made our sad time more bearable.
VickiH-77

Very Understanding and Patient
Cindy, Simon and all the team at Beswetherick's were so patient and supportive in helping me organise my Dad's funeral. They were understanding and caring all the way through, nothing was too much trouble. Thank you for making a very difficult time easier.
AnnK-96

Very Professional
My sons and I found this firm very understanding and sympathetic not knowing what to expect. They were very friendly and extremely helpful, very professional. Thanks again
AlanR-396

Excellent, professional service
My step mother and I would thoroughly recommend the service provided by Beswethericks. Our dealings with both Cindy and Simon regarding the death, funeral and cremation of my Father were always professional, courteous and sympathetic and we always felt that nothing was too much trouble for them. At obviously a very difficult time, you would be hard pressed to find a better service.
BeverlyN-1

Highly Recommended
Beswethericks were extremely professional, friendly and reassuring at a very difficult time. Their advice and support was greatly appreciated and it made everything much less stressful, knowing that we were 'in safe hands'. Thank you to Gloria, Simon, Cindy and staff.
JaneB-698

A job well done
This is a family run business of long standing ........and it shows .......nothing is too much trouble , their attention to detail ...however trivial ...is second to none. Very professional and a joy to deal with at what was a very difficult time. Beswethericks did my mother's funeral and celebration of her life with kindness , care and consideration . We would definitely use them again. .......although we hope it won't be in the near future !! Can't recommend Beswethericks highly enough
SallyC-232

Excellent service
Gloria and Cindy provided wonderful care and attention in sorting my Mother’s funeral. The advice and support provided by this family run business was exemplary and took away the worry. The staff team were sensitive and professional and Mum was looked after right to the very end.
MaureenT-54

The Thornton Family
The Thornton family Thank you all so much at Beswetherick for the helpfulness and kindness you all showed us from the very beginning until my Dad’s final farewell. Nothing was to much trouble and our family will be forever grateful.
AjE-8

Understanding, thoughtfulness, sensitivity, efficiency and attention to detail
I had never arranged a funeral before and had no idea where to start after losing my Mother on October 28, 2019. A friend of Mum’s recommended Beswetherick’s and from the moment I telephoned them, I felt at home. They were very professional without being patronizing and explained the process in detail and answered all my questions in a sensitive, helpful way, providing options and estimates, and once the Registrar provided the green certificate I made an appointment and met Gloria in person. It was as if she held my hand and guided me through the planning and all the red tape involved. A Celebrant was chosen in accordance with my Mother’s wishes and visited me at home to discuss the details of the service. Everything was organised to perfection, carried out without a hitch and we were guided through probably one of the most difficult of occasions, seamlessly, by the Funeral Director and Beswetherick staff. Thank you all for your professionalism, I can’t recommend you enough!
JeanR-105

EDR
Excellent service from Beswethericks - kind and very caring staff and attention to detail. The whole funeral process made so easy for our family which helped considerably on the day. Thank you.
JimmyJ-70

First Rate Company
First Rate service from an efficient & compassionate company. Highly recommend
JillT-87

W J Beswetherick & Son Ltd gave our family personal caring service at a sad time
The owners and staff at W J Beswetherick & Son Ltd gave us service that was second to none. Nothing was too much trouble and our requests in relation to my husband's wishes were carried outto the letter with care and compassion.
SteveC-1043

W J Beswetherick caring at its best.
It’s simple to say that the company were outstanding especially at this difficult time both for me and with the covid virus as well. The company dealt with all my wishes with the utmost grace, nothing was too much trouble. I can honestly say they made a very difficult time a lot easier than I expected. Very professional but also very caring. Thank you so much
NicolaH-675

Excellent funeral directors. I would definitely recommend.
I have used Beswethericks for both of my parents funerals under two very different circumstances. Both times Simon and Cindy showed my self and family compassion, sound helpful advice and kept us informed every step of the way. Funeral planning was met with sensitivity and an understanding of our wishes which were then put into place. Ultimately my parents were treated with respect and dignity. A very experienced and professional team. Thank you.
NatalieB-422

First Class service throughout
The professional, respectful, efficient and kind handling of my dad’s funeral was truly excellent and made an extremely difficult time so much more bearable. Nothing was too much trouble. Everything was so smoothly dealt with and dignified and we would like to thank Simon, Cindy and the team for your kindness and efficiency.
RebeccaR-332

Outstanding Service
I cannot recommend highly enough the quality of the service that we received from Beswethericks. Both my sister and I were dealt with in a very sympathetic and professional way over every aspect of our late father's funeral arrangements. Nothing was too much trouble and we could not have got through such a difficult time without their help and guidance.
GillianH-207

Lockdown funeral became a very fitting tribute
Simon proactively guided us through the possibilities of a lockdown funeral for my mother and sorted out the technology to enable distant friends and family to contribute to the service and to be with us on the day. All his recommendations were thoughtful and helpful. We had a very fitting ceremony and everything was as good as it could be. The whole family is very grateful to all at WJ Beswetherick for their support at a very difficult time.
NickG-346

Funeral arrangements
The support, assistance and funeral arrangements that were put in place regarding my father's funeral made by W J Beswetherick were excellent especially at such a difficult time. Their understanding and help were of the highest order and I am please to say my father had a very good send off. Thank you to all concerened
PeterC-2130

W J Beswetherick & Son
I highly recommend W J Beswetherick funeral directors. From a call to them in the early hours of the morning after the passing of my father they provided a first class and professional service. Communication was excellent and nothing was too much trouble no matter how many times we spoke to them. The whole team showed the utmost care and attention at all times and we can’t thank them enough for this.
AM-30

Friendly, caring and efficient service
Having used Beswethericks in the past, there was never any question about who we would use this time. From the very first point of contact the service was excellent - friendly, caring and efficient throughout. The restrictions due to Covid 19 were explained clearly and, in such difficult times, we felt we were in very capable hands. At no point were we pushed into having any extra services that would have added to the bill. Very refreshing! Hopefully we will not be needing these services again in the near future, but wouldn't hesitate to recommend Simon and his team to anyone else.
StephenhB

Excellent funeral service from a true professional
The service I received from Beswetherick was the epitome of professionalism, courtesy and efficiency. They dealt with my aunt's death just perfectly, particularly as I live in a different county. I particularly liked the manner and tone of Mr Simon Pennycook. I would recommend this firm to anyone. You will not be disappointed.
LesleyH-292

A perfect “send off” for Mum.
It seems odd to be writing that my Mum's funeral was wonderful but it was. From the moment I spoke to Simon on the phone to book them I felt confident that everything would be taken care of for us and it was. We were able to give Mum the send off that we wanted for her, not constrained by any preconceived ideas. The feed back that I have received from the family had been great, the most common word used is "perfect" which is what it was.
ChrisH-8947

Extremely caring
We sadly lost our son at 14 weeks of pregnancy and we decided that we wanted to have him cremated on his own so we could bring his ashes home. Cindy at W J Beswetherick & son was so supportive and caring from the first phone call. She talked us through everything step by step. Once she had collected our boy from the hospital she called to let us know where he was and that he still had his teddy bear with him, which was extremely important for us to know as it brought some comfort in such a difficult time. The service she organised was so beautiful and such a fitting send off for our son. I could not have asked for a more caring person to help our son and ourselves. Thank you Cindy for looking after our son 💙
KayeW-15

Outstanding service
All the staff at Beswethericks were kind and approachable. They showed great patience as,although they were experts in arranging funerals, I ,like many bereaved, was not. The funeral ceremony was exactly how we wanted it, in fact better than anticipated. I couldn't fault any aspect of the service provided by Beswethericks. I am so glad I chose them.
PamD-48

Highly recommended funeral director
Beswethericks arranged every aspect of our family funeral to the highest standard and within the set time frame. They paid attention to detail and understood what we needed. Communication was notably good. We have no hesitation in recommending this highly professional funeral director.
JamieB-633

WJ Beswetherick and Son Ltd Funeral Directors – compassion and professionalism.
W J Beswetherick and Son Ltd dealt with my mother's funeral with compassion and professionalism. Emails, phone calls and written correspondence were dealt with swiftly and efficiently. The funeral service itself was exactly as planned in terms of timings and delivery. I would highly recommend W J Beswetherick and Son Ltd for all of your Funeral Director requirements.
MatthewH-727

Great service from local family company
Great service from local family company Well arranged during difficult Covid times. Very professional and understanding. Advised of all the non funeral items you never know about, death certificates etc. Would use again,just hopefully not too soon.
KatherineW-100

Outstanding service
My family asked WJ Beswetherick & Son to look after my sister's funeral. The team was so kind, thoughtful and respectful in ensuring that our requests were met, keeping us updated on how arrangements were shaping up and, on the day, ensuring that everything went smoothly. The service throughout was fantastic and I wouldn't hesitate to recommend them. A particular thanks to Cindy and Simon for their help and support.
GaryW-2741

Professional and considerate service
Throughout the difficult time of having lost our dad, Simon at WJ Beswtherick and his team were excellent, from the first contact, they were professional, considerate, proactive and efficient, ensuring the whole process went as smoothly as possible and all necessary services and communications delivered as we had hoped.
JuliaR-172

Nothing was too much trouble
We can’t thank the team at W J Beswetherick & Son enough for their kind service and support at a very difficult time. Always helpful and understanding, nothing was too much trouble. They guided us through the process and ensured that everything was on place. A very professional service.
PennyR-75

Kindly and professional family firm
Thanks to Simon and the team at Beswethericks for their professional advice and help with the funeral of my dad. They guided us through the practicalities of this difficult time to ensure everything went smoothly.
WayneM-305

First class service
Excellent service from the first phone call to the end Simon was very professional and very helpful in these sad times everything was first class would definitely recommend them can’t thankthem enough and would definitely use them again
LuciI-1

A great service
Couldn't have been kinder or more helpful. We had already chosen Beswethericks a long time ago, based on what so many say and experiences we have had. I also totally recommend getting a plansorted way ahead of time, this makes life so much easier.
MelanieM-176

The help and guidance needed at a difficult time
W J Beswetherick & Son Ltd answered my call on a bank holiday evening and calmly relieved me of a difficult situation. The help they offered went beyond my expectations. From that point onthey were kind, caring and professional as they guided me through the whole process, providing a fitting and dignified funeral service and I would not hesitate to recommend them.
GillW-206

Excellent family run business
We had to organise my uncle’s funeral from a distance and found this family run business to be nothing but helpful and considerate at a difficult time. Nothing was too much trouble & we were even contacted on the morning of the funeral to enquire if we were happy with the arrangements. Their consideration meant a lot to our family.
RBFalmouth

You could not ask for more from a Funeral Director
When my Grandad passed away, it was critical for me to find someone who would take the best care of my Grandad, and provide my family with the support that we desperately needed at such a difficult time to ensure that everything went smoothly. Simon, Cindy and their colleagues not only did this above and beyond, but did so with the greatest degree of sympathy and kindness, making a difficult process as painless as possible. They were consummate professionals and we are all extremely grateful to them for their help. From Albert's family.
Denise Prout

Caring, Professional and Sympathetic
Not knowing where to start, we were asked what we wanted and Cindy then guided us through the options available. Everything was organised in a professional, kind and sympathetic manner, keeping us informed and making sure we were happy at every stage. On the day of the funeral they ensured everything went smoothly. The whole process was perfect and made a difficult time easier. Thank you very much to all for your help and support.
Jenny

Richard Harvey
Cindy and SImon, I cannot thank you enough for your kindness and sympathy in the way you suppported me during the most difficult time. You are so professional and I would recommend you, and do so to everyone . Many thanks and best wishes to you both.
SylviaW-49

Mr.A.G.W.
I can highly recommend W.J.Beswetherick & Son Ltd. Funeral Directors. Every stage of the process was handled with sensitivity and our wishes listened to. All members of staff were polite andcaring - as a family we all felt in very safe hands.
GayleP-29

Professional caring local business
Having lost both my parents in just over a year apart I can certainly say that without the help of Simon, Cindy and their staff I wouldn’t have had a clue what to do, from the first phone call I knew both my mum and dad were in safe caring hands. They sorted and helped us with everything we had to do with ease and true professionalism, knowing that our loved one was in such great hands it gave us time to grieve. I wouldn’t hesitate in recommending this company to anyone

CMA

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