CPC Reviews 216

Reply from CPC

Jul 1, 2025

We're very sorry to hear about the loss of your cat, and we truly understand how emotional and stressful this time can be. We want to sincerely apologise for the added frustration you've experienced when trying to reach us.

That said, your comment that we “chose not to answer the phone” is simply untrue and unfair.

Our team was answering calls throughout the day on Monday, and we received and supported many grieving pet owners during that time. If we missed your call or if the lines were engaged when you rang, we regret that deeply—but it is absolutely not the case that we ignored you. To suggest otherwise, and to call us a “joke of a company,” is both inaccurate and extremely upsetting to the team who work tirelessly every single day to support bereaved families with care and compassion.

We would welcome the opportunity to speak with you directly to understand what happened and how we can support you now. Please email us at info@cpccares,com with your contact details or call us again—we will do all we can to help.

Regards
The CPC Team

Reply from CPC

Jun 20, 2025

Dear Delia,

Thank you so much for your kind words. We're truly sorry for your loss — Cooper sounds like a very special companion. We're glad we could help return him home to you so quickly and with care.

Thinking of you during this difficult time,
The CPC Team x

Reply from CPC

Jun 20, 2025

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Reply from CPC

Jun 16, 2025

Thank you so much for your kind words and for taking the time to share your experience with us. We're truly sorry for your loss, and we're glad that we were able to support you during such a difficult time.

It’s wonderful to hear that Reuben was able to help you and provide the care and communication you needed. We'll be sure to pass on your lovely feedback to him — it will mean a lot.

If there's ever anything more we can do, please don’t hesitate to reach out. We're always here to help.

With heartfelt thanks,
The CPC Team

Reply from CPC

Jun 16, 2025

We’re truly sorry to hear about your recent experience and appreciate you taking the time to share your concerns during what we know must be an incredibly difficult time for you.

We’d like to sincerely apologise for the distress caused by the delay and any added upset our technical issues may have contributed to. Unfortunately, we experienced a serious and unforeseen phone system failure that took our entire telephony network offline. Due to the rural locations of many of our teams, mobile coverage wasn’t a viable backup, and we had to rebuild the system from the ground up — a process that was completed within a week. We appreciate that this didn’t make things easier for you in the moment, but please be assured it was never our intention to be unreachable. Our voicemail messages were updated daily, directing people to contact us by email, and every email we received was responded to within 72 hours.

With regard to the delay in collecting your pet, we want to gently clarify that we are only able to collect once a veterinary practice has officially released your pet into our care. Our collection service continued without disruption throughout this period, so if there was a delay of several days before we were able to bring your pet into our care, it may have been due to factors at the practice — not a failure on our part to attend.

We’re very sorry this experience fell short of your expectations — and of the high standards we strive to uphold every day. Our team worked incredibly hard during a challenging situation, and we’re proud of how they handled it.

We send our heartfelt condolences for your loss and wish you comfort and peace as you remember your beloved companion.

Kind regards,
The CPC Team

Reply from CPC

Jun 5, 2025

Dear CI,

We’re sorry to hear you’ve had such a frustrating experience and we’d really like to understand what happened so we can look into it properly. However, without your name, pets name, the number you called from, or the dates of contact, we’re unable to identify your enquiry.

Our phone lines have been fully operational since Monday 2nd June, and we’ve been able to take calls without issue since then. We’ve also checked our info@cpccares.com inbox and can confirm that all emails received between 20th May to date have been responded to, and everyone who left a voicemail or included contact details in their has received a call back. Lots of people emailed asking to be called without providing contact details, so they were emailed asking for those details.

We absolutely appreciate how distressing this process can be, and we never want anyone to feel ignored. If you’re willing to get in touch directly with your details, we would welcome the opportunity to clarify what’s happened and put things right if we’ve fallen short in any way. Please contact us at info@cpccares.com or call us on 01763 207700 we would be more than happy to help.

Kind regards,
The CPC Team

Reply from CPC

Updated Jun 2, 2025

Dear Michelle,

Thank you for your messages, and I’m very sorry for the loss of your cat Shane.

We want to take a moment to clarify the timeline of communication, as we are aware this has been a distressing time and want to ensure you have accurate information.

Timeline of Communication
Wednesday 28th May, 15:10
We received your first email:

"Hi, just had my cat put to sleep and was told to contact you for cremation. Kind regards, Michelle"

Unfortunately, this email did not include your contact number or any practice details, so we were unable to locate your record or respond with helpful information at that point.

Thursday 29th May, 11:20
You followed up asking for an update.
We responded that same day to request a phone number so we could speak with you directly:

"If you could please email us a phone number, then we will call you back."

Friday 30th May, 14:37
You replied with a photo of the PDSA documentation, which included your contact details.
We then attempted to call both numbers that same day – unfortunately, there was no answer.

Saturday 31st May, 14:40
We tried calling both numbers again and were unable to reach you or leave a message. We then sent the following email:

"Dear Michelle,
Sorry for your loss of Shane.
I had tried both numbers today (Saturday 2.40 pm) but was not able to leave a message.
Could you reply to this email with days/times we can call you back? Or you can phone us on 01763 207700."

Additional Context
Please be assured that we made every effort to respond and contact you once sufficient information was provided. Your review suggests repeated unanswered calls and emails; however, our systems show 4 emails received from you, beginning Wednesday 28th May, and we replied as soon as we were able to act.

Our phone lines were down from 20th to late afternoon of 30th May due to technical failures, as we communicated via voicemail, social media, and our website. All messaging asked clients to email info@cpccares.com (and only this email), which you did — and we responded in the order messages were received.

It’s also important to highlight that your call was made after 3:00pm on Saturday, when our offices were closed, and our voicemail stated this clearly. We appreciate your frustration, but it is not accurate to state that we ignored your calls over many days when the window between providing your contact details and us attempting to reach you was less than 24 hours.

Next Steps
Please confirm a convenient time for us to call you, or call us directly on 01763 207700 between 8:00am and 5:00pm Monday to Friday, or 8:00am to 3:00pm on Saturday.

Thank you for your understanding during what we know is a difficult time.

Kind regards,
The CPC Team

Reply from CPC

Updated May 30, 2025

Dear Andy

We’re very sorry to hear how you’re feeling during what we know is already an incredibly difficult time. Please understand that we’ve taken your feedback seriously, but we do want to clarify a few important points.

Firstly, we have been transparent and proactive in communicating with our clients throughout this unexpected technical issue. As soon as the problem began, we issued updates across our website, social media channels, and through our answerphone system as we had no other means of communication. We asked all clients to reach out via email so we could respond directly — and we’ve done just that, to yourself included - replying as promptly as possible and continuing to make outbound calls wherever possible.

Due to our remote location, mobile phone signals are very unreliable — but we restored outgoing landline calls as quickly as we could and have been working tirelessly to contact every client who has reached out.

For those whose pets were in our care before these issues occurred, we sincerely apologise for any delay or distress caused. Our team has been working around the clock to return ashes and provide updates. This has been an unprecedented and deeply frustrating situation for everyone involved, but please know that at no point have we stopped caring.

We are a team of people who love animals and understand the pain of losing one — and we would never intentionally cause further upset.

The CPC Team

Reply from CPC

Jun 2, 2025

We are very sorry to hear that you're feeling this way during such a difficult time. The loss of a pet is deeply upsetting, and we understand how important clear communication is throughout this process.

We’d like to clarify that during our recent technical outage, we regularly posted updates on our website, social media channels, and voicemail system, keeping all clients informed about the situation and next steps.

We also advised that email response times would be up to 72 hours during the outage due to system limitations. We apologise if this delay added to your distress — our team was working tirelessly to manage each case with care.

Importantly, we clearly communicated that all pets received would be cremated as requested, and that ashes would be securely stored until services and communications resumed.

Regarding the comment reportedly made by another crematorium: we will not speculate on the motivations behind this statement, but we do consider it inaccurate, unprofessional, and not reflective of our standards or service. We believe such remarks say more about the source than they do about CPC.

If you would like to discuss your individual case, please contact us directly at via email or phone (our communications services were fully restored last week), and we will be happy to assist you in tracking the status of your pet’s ashes and ensuring a dignified return.

Thank you for your patience and understanding.
Regards
The CPC Team

Reply from CPC

May 19, 2025

Thank you so much for your incredibly kind words. We’re truly grateful you took the time to share your experience. Vivian will be deeply touched to know the care and compassion she showed made such a difference during such a heart-breaking time. Saying goodbye is never easy, but we’re honoured to have been able to support you and give Amber the beautiful farewell she deserved. Your recommendation means the world to us. Sending you our warmest thoughts. 💛

Reply from CPC

May 19, 2025

Thank you for taking the time to share your experience, and we’re truly sorry for the distress caused at such a painful time. We fully understand how important it was for you to collect your dog’s ashes personally, and we deeply regret that your wishes were not honoured.

For certain veterinary partners, including PDSA, it is standard practice for ashes to be returned by courier to ensure a prompt and reliable service. However, we absolutely recognise that you made a specific request to collect the ashes in person. Sadly, on this occasion, that request was not communicated to the relevant department clearly enough, and we take full responsibility for the upset this has caused.
Warm regards
The CPC Team

Reply from CPC

May 12, 2025

Thank you so much for your heartfelt words. We’re deeply grateful you felt comforted by Amanda’s care—your message means the world to us and to her.
The CPC Team x

Reply from CPC

Apr 28, 2025

Dear Ms Gibbs

We are very sorry to hear of your experience and would like to offer our sincere condolences for the loss of your beloved cat.

We would like to clarify that we can only carry out the cremation service as instructed by the veterinary practice from where your pet was collected. If a communal cremation was requested by your veterinary practice, that is the service we are obligated to provide. We do not make decisions about the type of cremation — these instructions come directly from the veterinary team acting on your behalf.

Additionally, when we collect from charity-based veterinary practices, pets are sometimes released to us before the owner has had an opportunity to make direct contact with us. In these situations, it is possible that a cremation may have already taken place before we are informed of a change in wishes, as we are unable to hold pets in storage for long periods.

We would also like to clarify that we do not scatter ashes. In a communal cremation, token ashes are respectfully interred together, not scattered.

Without further details (such as your pet’s name or dates of service), it is difficult for us to investigate this fully. However, based on your description, it appears there has been a misunderstanding or an error in the original cremation request made by your veterinary practice.

Please know that we take any concern regarding a pet’s aftercare extremely seriously. We work very closely with veterinary practices to ensure that the correct wishes are followed. We regret that in this case, there appears to have been a breakdown in communication which has understandably caused you significant distress.

We welcome the opportunity to discuss this with you directly and provide any information we can to support you. Please contact our customer care team at 01763 207700 or info@cpccares.com.

Again, we extend our heartfelt sympathies during this difficult time.

Reply from CPC

Apr 22, 2025

Dear James

We’re truly sorry for your loss. Losing a beloved companion so suddenly is heartbreaking, and we understand this has been an incredibly difficult time for you.

We would like to look into this thoroughly, but without any details such as your pet’s name, the referring practice, or the date of cremation, we’re unable to verify or clarify what happened. If you can provide this information, we will gladly investigate and respond to your concerns directly.

Regarding keepsakes such as paw prints or fur clippings—these must be arranged before a pet is collected. Unfortunately, once your pet is in our care, it’s not possible for us to provide them. Did you email us at all when you were not able to get through?

Our crematoriums operate seven days a week to ensure timely individual care. Our phone lines are open Monday to Friday from 08:30 to 17:30 and Saturdays from 08:30 to 15:30, and we always aim to be as accessible and supportive as possible. We don’t have an “army of call centre staff,” but rather a small, dedicated team of experienced cremation advisors who genuinely care about the families we help and we’re sorry if the information you received over the phone on Monday was unclear or caused further distress.

We appreciate your feedback, and if you’re able to provide more details, we’d welcome the chance to review this fully and respond accordingly.

Warm regards,
The CPC Team

Reply from CPC

Mar 24, 2025

We're sorry to hear things didn't start off as expected, but we're glad to hear that the issue was quickly resolved. We're happy that you were pleased with the service, the casket, and the overall experience. Your kind words mean a lot to us, and we appreciate you choosing CPC. Thank you for your trust and support!

Reply from CPC

Mar 24, 2025

Thank you so much for your kind words. We're so glad to hear that Debbie could support you during such a difficult time and provide you with the closure you needed. We're honoured to have been part of your journey with Indie, and we hope the items you received bring you comfort and lasting memories. Our thoughts are with you.
Warm regards
The CPC Team x

Reply from CPC

Mar 12, 2025

Dear Eleanor

Thank you for your kind words and for placing your trust in us for both Scout and Lily’s cremation. We’re so glad that Ruben, Vivienne, and the team were able to support you during such a difficult time. It’s truly meaningful to hear that our gardens and surroundings brought you some comfort, and we appreciate you traveling from Cornwall to be with us.

Your recommendation means a lot, and we’re grateful to have been able to help. Wishing you all the best.

Warm regards
The CPC Team x

Reply from CPC

Feb 24, 2025

Dear Estelle
We truly appreciate you sharing your experience during such a difficult time.

We are incredibly grateful for your kind words about Vivien—she is truly dedicated to supporting families through these moments, and we will make sure she knows how much her compassion meant to you.

Your other two chihuahuas must be feeling the loss too, and we hope that Vivien’s advice brings some comfort to them as well. If you ever need any further support, please don’t hesitate to reach out.

Thank you for your recommendation and for trusting us with Crystal’s final journey.
With deepest sympathy,
The CPC Team x

Reply from CPC

Feb 19, 2025

We are deeply sorry for the distress this situation has caused you. Unfortunately, due to an internal error within our Cremation Advisor Team, Taz’s documentation was left in a pending status, which resulted in his ashes not being released as expected. We sincerely apologise for this mistake and for the lack of communication before now. However we have attempted to contact you numerous times without success.

Please rest assured that this has now been fully rectified, and Taz’s ashes will be released to you today. If there is anything further we can do to support you, please don’t hesitate to reach out to us directly.

Once again, we apologise for any additional pain this has caused during such a difficult time.

Kind regards
The CPC Team

Reply from CPC

Feb 18, 2025

Dear Anita

Thank you so much for your kind and thoughtful words. We are truly sorry for your loss of Arnie, and it means so much to us that we could bring you even a little comfort during such a difficult time.
The team will be touched to hear how much their care and compassion meant to you.
Arnie was clearly so loved, and we’re honoured to have been able to support you in bringing him home.
Sending you our deepest sympathies and warmest wishes. ❤️🐾
The CPC Team x