“Caring and compassionate service, collected our much loved cat promptly we paid extra for out of hours, the person collecting was lovely and empathic, the company kept us up to date with everything by email and we have just received his ashes today, complete with a certificate and lovely candle. Very pleased with the service provided.”
“Compassionate and caring company . Looked after my little pug after he had passed away . It was our first dog so helped guide us through the whole process, keeping us updated every step of the way. Would recommend to anyone requiring professional care at that time .”
“From our first call to procare pet cremation to receiving our beloved pets ashes back the people who dealt with us were professional but more than that they were kind caring respectful and so dignified whilst handling our pet.and the ashes were returned packaged beautifully.”
“When I came to the decision the time had come to say goodbye to my beloved dog of 14 years I found ProCare pet cremation and used both the euthanasia and cremation service. The vet that came to euthanise my dog was amazing. She showed compassion and empathy. When she left was when things went downhill. The man who came to take my dog away put her in a bag (which I understand the reasons) which was traumatising for me and then whilst she lay in a bag at my feet asked me to sign paperwork. I feel this could have been done before he put her in the bag. Not 10 minutes after he’d left with my dog I received a text message asking me to rate the experience, this was extremely insensitive. When She arrived back after a few weeks I was handed a large gift bag with her urn inside (which I chose but wasn’t informed that I could not open the urn and it was nailed shut) also in the bag was a candle with the company’s logo stuck on it and a cremation certificate also covered in the company’s logo, right at the bottom of the bag was a business card again asking to rate my experience which I found extremely inappropriate and it really upset myself and my family. I would not use this company again mainly due to the incessant advertising and harassment of rating the experience and leaving a review. It’s been just over a month since I said goodbye to my dog and I’ve left this review as I received yet another text message asking for it”
Hi Amy,
Thank you for taking the time to share your feedback. We are deeply sorry to hear that elements of your experience did not meet your expectations during such an emotional time. At Procare, we take all feedback seriously, both positive and negative, as it helps us continually improve and uphold the highest standards of care for our clients and their beloved companions.
We’re very pleased to hear that you found the attending vet to be compassionate and professional. We carefully select the individuals we work with and are glad their care was felt at such an important moment.
That said, we’re genuinely sorry that the collection process felt distressing. We understand how raw and overwhelming this time can be. While we do not request clients to sign physical paperwork, a digital signature is required on the driver's secure device as part of our chain of custody procedure. This step ensures that every pet in our care is tracked with the highest level of accountability and transparency, something we take extremely seriously.
With regard to the urn, we can see that you selected our Natural Wood Casket, which is not permanently sealed, but simply secured with four small screws underneath. This allows families the option to open it in the future should they wish to. We’ll happily talk you through this careful process if you'd like.
The memorial candle included in your return pack is something we provide free of charge, not as a marketing item, but as a simple and heartfelt gesture for families to light on anniversaries or remembrance days. We understand that grief is deeply personal, and while this is something many families appreciate (as reflected in the hundreds of reviews we receive), we’re sorry it was not right for you.
You also mentioned our follow-up messages and feedback request. These are intended to ensure that every customer has an opportunity to share their experience, good or bad, and allow us to identify ways we can do better. That said, we absolutely respect your wishes, and we have now opted you out of all future communication and closed your account completely.
We are genuinely saddened that your overall impression was not reflective of the care and compassion that so many of our clients describe. Procare has been officially voted the Best Pet Crematorium in the UK in 2022, 2023, 2024, and 2025, and we are proud to hold one of the highest-rated reputations in the country, not because we get everything perfect, but because we genuinely care and respond on the rare occasions when we don’t.
We truly wish you peace in your grieving journey.
Kind regards,
Customer Welfare Team
“Very kind, caring and professional from the minute we arranged for someone to come and collect Sooty until his ashes were returned. They kept us updated all the way through.
I would have no hesitation recommending them.”
“Couldn’t rate the services provided enough! So kind and caring and kept me updated on my Pixie once they collected her. I received her ashes back to me sooner than expected and handed back over to me everything was beautifully packaged with the meaningful extras too. Thank you so much for taking care of my pixie it means so much to know she was handled with love and care in your hands too which is all anybody really wants in these sad times, thank you for making that a little easier on us x”
“Once again can’t fault procare at all, from the start of the process to the end of getting my baby back they were brilliant… unfortunately my 3rd time of having to use Procare cremations and would recommend to anyone, they are so compassionate and caring and treat your beloved pet with the upmost respect. My Jessie was 19 and I loved her with every ounce of my being and the fact she was cared for so greatly even in death made the process a little easier.
Thank you to you all Xx”
“On the 23rd March, mothers Sunday, my little Dolly Dimples, Maltese terrier, died in jy arms at 0045 hours.
When the daylight dawned I had to find a pet funeral service.
Procare Pet cremations where my 1st choice.
Procare kept me informed about expected time of arrival/collection
My little Dolly was treated with care and respect. Very professionally advised me about the process.
Two days later I was informed of the time her sheduled cremation.
Within two weeks Dollys ashed were returned, beautifully packaged, by a Procare personal.
Thank you for your kindness.”
“The staff were had dealings with were all exceptional. The care and more importantly the respect they showed our dog, Hunter was excellent. Even when they returned his ashes, the caring continued.”
“Losing a pet is incredibly difficult, but Procare provided a service that offered immense comfort and support. Their website was easy to navigate, and their same-day collection was a huge relief. The team member who cared for Freddie was polite, understanding, and treated us and him with such kindness. We truly appreciated the regular updates, which kept us informed and at ease, and included notification of the exact cremation time.
Freddie's ashes were returned quickly and
thoughtfully presented in a lovely bag, accompanied by the paw print and fur clipping we ordered,
and also included a candle. Lighting that candle as we scattered Freddie's ashes in his favourite spot created a truly special and peaceful moment. We cannot recommend this company highly enough. Their compassion
and professionalism from start to finish made a heartbreaking process feel as gentle and
supportive as possible.”
“This is the second time we have used Procare
(2 elderly dogs).
Fantastic service from start to finish. Kept us informed at every stage. Very understanding and caring at such a difficult time.
Wouldn’t hesitate to recommend this company.”
“Was an excellent service, in such a sad time. They was with us all the way, nothing was to much trouble. Everything was very dignified and the staff amazing. Can’t thank them enough for what they have done for us. Would highly recommend them.crystal was a big part of our family and is sadly missed. They brought her home to us in a lovely dignified way. Thank you all so very much.”
