If I could give this company -100 stars, I would. In my opinion, a company should not be allowed to treat grieving families the way I have been treated. I strongly urge you to think twice before using this company to make funeral arrangements for a loved one.
My late mother specifically wanted Hayes & W. English in Hoxton to handle her funeral arrangements because they had done such a wonderful job with my nan and grandad’s funerals. Sadly, since the business has been taken over by Dignity Funerals, my experience has been completely different and, quite frankly, devastating.
My mother’s funeral took place six weeks after she passed away. Throughout this process, I experienced numerous issues. Even simple things, such as contacting local churches, seemed incredibly difficult for them to arrange.
At no point was I properly informed about where my mother’s body was being kept. As a result, I was unable to see my mum. By the time they eventually located her, I was told that her condition had deteriorated so much that I could no longer view her.
This was the first funeral I had ever had to arrange by myself, and I was never properly informed about the options available to preserve my mother’s body during the six weeks between her death and her funeral, including embalming. Had I been given the correct information and guidance, I could have made an informed decision about what was best for my mum.
Then, just six days before the funeral, I was told that the coffin I had already paid for in advance could no longer be made in the colour I had requested. I was told that, as a gesture, they would upgrade the coffin free of charge.
However, just four days before my mother’s funeral, I received a call telling me that I needed to pay an additional £1,600 for a new burial plot because the replacement coffin would not fit. This was particularly upsetting because the coffin had been changed by Dignity after they told me they could not provide the colour I had originally selected.
Then, on the day of my mother’s funeral, while the pallbearers were lowering her coffin into her final resting place, the coffin was dropped and two of the side handles broke off. This was an incredibly distressing experience at an already heartbreaking time.
I later made a formal complaint to Dignity Funerals because I wanted answers about where my mother had been kept and why I had never been informed.
I was eventually told that my mother had been at their Walthamstow branch, but that their refrigeration system had broken down, so her body had to be transferred to their Wembley branch. This had never been explained to me at the time.
Dignity ultimately offered compensation by paying the £1,600 for the additional burial plot and giving me a further £500. While I appreciate that they offered compensation, I do not feel that this comes close to reflecting the distress, hurt and trauma I experienced — something I will have to live with for the rest of my life.
I was also given the option of taking my complaint to the National Association of Funeral Directors, but after everything I have been through and the mental strain this situation has caused me, I simply do not feel strong enough to continue fighting.
I am sharing my experience because I do not want another grieving family to go through what I have experienced. Please, please think very carefully before using this company for your loved one’s funeral arrangements. At a time when you are at your most vulnerable, you deserve compassion, communication, dignity and trust. Sadly, that was not my experience.
Samantha Ho-sang, 4 August 2026
