Hi, I found all of your people great to deal with, from the person who answered the phone to the person who delivered the ashes, however I'm providing the following feedback to let you know where your service fell a little short in my opinion: 1. When filling out the initial form, I came to the section where you have to input how payment is going to be made. I ticked that the estate was going to pay, however the form then required an email address of the legal service organising probate in order to advance any further. At that point I hadn't yet made a decision about who was going to do this, but I needed to input an email address in order to complete the form. When I phoned and asked the person who answered what to do, she said to put my own email address in order to advance with the form. I queried about whether I'd be billed and she said no, but sure enough I received the bill. Now I'm sure you're going to have many clients like me who want to proceed with the funeral or cremation, and who also want the estate to pay for this service, but immediately following the death of a loved one have not yet made a decision about engagement of a legal service to organise probate. If they proceed with the advice to input their own email address, like I did, and are then billed directly even though they have specifically said that the estate was going to pay, it is going to leave a bit a of a bad taste in their mouth, as it did with me. 2. When I did receive the bill, it was sent on April 3, long before I received the ashes on the April 18. Apart from the fact that I shouldn't have even been billed (as outlined in point 1), no invoice should be sent before a service has even been completed. 3. When filling out the forms to engage Bare's legal service, I was provided with a checklist and one of the points was to upload the will, yet there was no section provided to upload the will. I asked your legal people about this and they confirmed that yes the website did require a will to be uploaded, and no there was no way to do so, other than emailing. Seems like an oversight. 4. The container that you provide the ashes in is riduculously hard to get into without almost impaling oneself on the device needed to open it. Also, a person with no hand strength would find it impossible to break open. A group of older people trying to scatter ashes would be completely stymied. Why not simply provide a screwtop with the type of child safety mechanism that is commonly found on bottles of turpentine?