Communication lacking in detail. When death is only hours ago, the 'arranger' must provide ALL information in writing to the only person who is to make arrangements for the deceased. This includes pricing, options for cremation without service, delivery of and containers for ashes. Being told a couple of days later that this should have been decided at the time is no comfort whatsoever, and adds to one's distress. It all comes down to 'not knowing what you don't know'. Please, please amend your procedures and protocols to include all of the above in writing.