Memoria Direct Cremation & Funerals: most-reported complaints
Automated analysis of 305 public Trustpilot reviews published 2022-09-02 to 2026-09-02. TrustScore 4.9 from 4,271 total reviews — see the Trustpilot page. Quick answer: is Memoria Direct Cremation & Funerals legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, accounting for 31% of the 58 identified complaints. Other frequent issues include unexpected fees or delays, which make up 21% of complaints, and difficulties reaching support by phone, cited in 19% of cases. Additionally, 16% of complaints involve concerns about overcharging or hidden costs. The data indicates a rising trend in reports of unhelpful support and overcharging, while issues regarding other fees and unreachable support are falling.
How to reach Memoria Direct Cremation & Funerals
These are the contact details Memoria Direct Cremation & Funerals publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 0800 007 3580, email [email protected], address Units 1 & 2 Willows Gate Stoke Lyne Road, Stratton Audley OX27 9AU, Bicester, OX27 9AU, GB.
The company claimed its Trustpilot profile on 2022-04-21, uses Trustpilot’s paid features, and last replied to a negative review on 2026-07-17. Trustpilot ranks it 2 of 5 in Funeral Insurance Company. We last checked this profile on 2026-09-24 and found 7 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 5★ on Google (21 reviews)
TrustScore over time
4.9 → 4.9 across 15 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-12 (67%, 1.2d) · 2026-08-15 (67%, 1.2d) · 2026-08-18 (67%, 1.2d) · 2026-08-21 (67%, 1.2d) · 2026-08-24 (67%, 1.2d) · 2026-08-27 (67%, 1.2d) · 2026-08-30 (67%, 1.2d) · 2026-09-02 (67%, 1.2d) · 2026-09-08 (67%, 1.2d) · 2026-09-11 (67%, 1.2d) · 2026-09-14 (67%, 1.2d) · 2026-09-17 (67%, 1.2d) · 2026-09-21 (67%, 1.2d) · 2026-09-24 (67%, 1.2d).
Severity: 53% of this company’s 58 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 7.6 days between the experience and publishing their negative review (70 reviews record both dates).
What their policy promises
complaint process: promptly
“We will first acknowledge your complaint promptly following receipt, enclosing a copy of these procedures.”
complaint process: within 8 weeks
“We will endeavour to send you our Final Decision Letter; addressing your concerns and providing you with our decision within 8 weeks or keep you informed of the progress if it is not resolved before then.”
complaint process: as soon as possible
“We will send you written acknowledgement as soon as possible upon receiving your complaint.”
complaint process: within eight weeks
“You will receive a written response to your complaint within eight weeks of the acknowledgement letter being sent.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 52 negative reviews that received a public reply, the median wait was 1.8 days — the company profile reports an average of 1 days.
Reply quality: of 52 company replies to negative reviews analysed, 52% engaged with the specific problem and 27% were generic templates.
14% of its 292 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 31% of this company’s complaints vs a 28% median across 148 ranked companies in its sector.
Review velocity: 1,014 of this company’s 4,271 Trustpilot reviews (24%) were written in the last 12 months.
What are the most common complaints about Memoria Direct Cremation & Funerals?
Support unhelpful
18 reports · 31% of complaintsrising since 2024-10“to ring me 3-4 times again is just heartless.”
4 readers marked this review helpful on Trustpilot.
“Following your confusion his body ended up in Essex and was not sent for donation as it should have been.”
The company replied on 2023-02-22: “Thank you for reaching out, I am sorry that your experience has not met our usual high standards. We have escalated this to the complaints department who will investigate this matter further. We will…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
4 readers marked this review helpful on Trustpilot.
“I have never had such a terrible experience from a company . Until I get something in writing from them that this is resolved I am sick with worry.”
The company replied on 2023-01-04: “Thank you for getting in touch, we appreciate your feedback. I have launched an investigation into this so we can get you a resolution as soon as possible. I can assure you this will be handled with…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
4 readers marked this review helpful on Trustpilot.
Other
12 reports · 21% of complaintsfalling“My mother who died on 30th June is still not laid to rest as now they decide to tell us there is a £250 fee”
The company replied on 2024-09-16: “We are deeply sorry to hear about your experience, and we sincerely apologise for any distress caused to you and your family during such a difficult time. Losing a loved one is challenging enough,…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“We have now cancelled the plans and are out of pocket to the tune of nearly £800.”
3 readers marked this review helpful on Trustpilot.
“They did not call at the allocated time.”
The company replied on 2024-07-09: “Thank you for reaching out. We are sorry your experience has not met our usual standards and we will conduct an internal investigation. Your details have been removed from our system.”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Support unreachable
11 reports · 19% of complaintsfalling“the phone cuts out.”
3 readers marked this review helpful on Trustpilot.
“they could not answer me immediately”
2 readers marked this review helpful on Trustpilot.
“we’ll call you back” and they’re never to be heard from again”
The company replied on 2023-06-12: “Thank you for reaching out, I am sorry our usual high standards have not been met for you on this occasion, we are looking into your concerns and will reach out to the appointed representative…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Overcharging
9 reports · 16% of complaintsrising since 2024-10“I had to pay £200 to view my mum then had to wait 8 days for her coffin”
The company replied on 2024-06-11: “Thank you for reaching out. I am sorry our usual high standards have not been met for you on this occasion and we will look into this matter.”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“But the adverts don't tell you about hidden charges.so buyers please be aware.”
The company replied on 2024-10-18: “Thank you for taking the time to share your feedback, and I am truly sorry to hear about the distress you and your family have experienced during such a difficult time. Please accept our deepest…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“they charged £100 to put makeup on a relative then stooped Lowe than a vulture”
The company replied on 2024-06-10: “Hello Mr McKellar, All of our fees our broken down to be transparent so families have the choice of services they require. Please reach out to us at [email protected] with details of…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Poor core service
6 reports · 10% of complaintsrising since 2024-10“Following your confusion his body ended up in Essex and was not sent for donation as it should have been.”
The company replied on 2023-02-22: “Thank you for reaching out, I am sorry that your experience has not met our usual high standards. We have escalated this to the complaints department who will investigate this matter further. We will…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
4 readers marked this review helpful on Trustpilot.
“I never received any calls, upon reading said email I immediately called to receive their voicemail service for 3 days I had no contact from them”
The company replied on 2024-03-12: “Thank you for your feedback. We take all complaints very seriously and would like to investigate this further. In order to do this, please can you get in touch with us on 0800 007 3580 or email…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“calls from there office cold and unsympathetic”
The company replied on 2024-12-03: “We are very sorry to hear this with the information we can see from your review we are struggling to locate your information...if you would please contact us on 0800 007 3580 to ensure it was…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Misleading pricing
5 reports · 9% of complaintssteady“Only towards the end he slipped in the administration fee £600!!!!!! Seriously. I didn`t understand until i came off the phone and checked the advert again.”
The company replied on 2024-03-26: “Thank you for reaching out and I am sorry you feel the advertisement is misleading. The advertisement you mention, with a cost of £1095, is the cost of a funeral to be arranged today. The price of a…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
4 readers marked this review helpful on Trustpilot.
“But the adverts don't tell you about hidden charges.so buyers please be aware.”
The company replied on 2024-10-18: “Thank you for taking the time to share your feedback, and I am truly sorry to hear about the distress you and your family have experienced during such a difficult time. Please accept our deepest…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“policy had been mis-sold and they can't offer policy's to people under 50”
The company replied on 2023-02-02: “Thank you for reaching out, we take all of our comments seriously and look to improve where we can. I am sorry the plan was not able to be put forward at this time, our terms and conditions on our…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
Compare Memoria Direct Cremation & Funerals with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-07.