Our Funeral Directors in Surbiton

When you lose a loved one, the job of a Funeral Directors is to make the family feel at ease, to make the family feel like nothing is too much trouble, to make us feel like we do not have to do anything during this traumatic time.

Our first dealing with Frederick W Paine once we agreed to hire them to take charge of my brother's funeral, we found it was us constantly chasing things, asking when we can view my brother and not receiving an answer that day and having to ask again.

Due to my brother being a Police Officer, the Police arranged a guard of honour. It was my brother’s colleagues who helped this journey be an immensely proud funeral to witness, a funeral that my brother deserved.

My brother's funeral was on the 21st February, I called Sally on the 8th March ( Surbiton Ewell Road) to ask how long the ashes will take to be available for collection because it has been some time since my brother's funeral. Sally's response was 24-48 hours, I was confused by this because of the time that had passed. I asked if they had taken my brother’s ashes into their care, Sally said yes, she proceeded to apologise that they had not contacted me or my brother's widow because it has been a bit “Manic”. 12 days they had my brother's ashes! 12 days they have forgotten to call his family who wanted to have him back, so that we can start the final stages of the mourning process. 12 days he was left on your premises because a member of your staff said it had been “Manic”.

The feeling my brother had been forgotten has caused so much more pain. Her sheer lack of empathy, compassion and integrity has caused additional distress that could have been avoided.

I informed her I would be collecting my brother’s ashes on Monday 11th. I live over 2 hours away, I wanted to have him back with the family as soon as possible only to be told “Don’t make a special journey”. This is my brother; I would travel as far as I needed to have him back. This is not a pair of shoes I am collecting; it is my brother.

Also, on the day of the funeral my husband was in a conversation with the man who walked in front of the funeral parade. They waited for the funeral that was taking place before my brothers to finish, the man openly used expletives in the conversation like they were best friends having a drink in the local pub.

At this point, we are totally disgusted, emotionally spent, and embarrassed for this Funeral Directors that would act very unprofessional in every way.

There is strict guidance on how to deal with grieving families. Legislation of the processes of paperwork that needs to be completed, updated, and families informed within a certain amount of time and if not the reasons for why it is taking time.

We feel that none of this was done the way it should be.

Frederick W Paine Funeral Directors is a disgrace to the profession and many, many lessons need to be learnt.

Sally and the staff from the Surbiton (and on occasion Chessington) branch of Frederick Paine have been absolutely wonderful. I have lost both my Dad and my Mum in the last 12 months and Sally and the staff have been amazing and taken much of the stress and worry out of one of the most stressful years of my life. Nothing was too much trouble for them and they went above and beyond to make sure that both funerals were handled with the utmost care and sympathy. When they looked after my Dad's funeral in June 2022 so wonderfully, the one thing my Mum asked for was that they looked after her when the time came, which sadly was sooner than we expected. Even though Mum had moved away from Surbiton to live in a care home closer to us some 40 miles away, when she passed away Sally made all the arrangements for her to be taken to a local Dignity funeral home awaiting all the necessary medical paperwork, and then for her to be transferred into the care of the Surbiton branch Frederick Paine. Mark and his team looked after us wonderfully on the day of the funerals; nothing was too much effort for them and it all went seamlessly. My family and I can't thank them enough for their wonderful care not just of Mum & Dad but of us as a family.

Top drawer Funeral Directors, very professional service on the day.

Went overboard to support us, we felt totally in the hands of professionals.

A friendly sympathetic welcome at the premises when visiting to give details of the deceased and to arrange the funeral. Everything was arranged for us, including flowers and music we requested. The choice of vicar for the service was a very good one. He handled the service brilliantly and had put much effort into making it personal. All in all very happy with the service and would recommend Fred. W Paine.

I immediately felt at ease as soon as I walked into the shop. The member of staff remembered when we set up the package and knew the who the deceased was as he was wll known in the local community. FWPaines sorted everything out from the coffin, cremation, service, flowers. they alao liaised with the church minister and the Crem and whole process went smoothly with no hassles at all. just what we needed.