Poor Communication. As a family, we were not kept informed about the funeral planning process. Calls and queries were not returned. There appeared to be a lack of transparency about costs and services.

Insensitive Behavior. The arranger was very pushy and aggressive when selling us services and products. Not any staff member showed empathy or compassion during our different time. We were asked to pay for unnecessary services and products. The Funeral Director on the day was very pushy with time as if we were an inconvenience for him and his colleagues. Maybe he wanted to finish on time or early. The coffin was damaged.

Unprofessional Conduct. Making mistakes with paperwork and obituaries. Not following through on commitments. Having a cold and unwelcoming atmosphere.

Questionable Business Practices. As a family, we felt exploited during our vulnerable time. We were charged excessive fees and hidden costs. We were not provided with a clear itemized breakdown of costs.

The company tried to sell services we did not need or want. We were rushed into making decisions. The company were not being transparent about prices and practices. The staff were difficult to work with or unresponsive. At no point in time were we shown any care and sympathy during our difficult time.

I am seriously considering contacting the Funeral Director's professional organisation. I am seriously considering reporting this company to Trading Standards because I believe they have broken the law. I am considering taking legal action.

I will never ever use this firm ever again. There are plenty of choices in the Croydon area.

We were very grateful for the sensitive and caring guidance and help we received from Rowland Brothers in Purley during this difficult time. We can recommend them.

My father passed away on the 5th June 2025. Myself and my Son decided to use the same funeral parlour Rowland Brothers whom done my late mothers funeral as I have never done this before Sarah was extremely helpful, caring, understanding, guiding us with exactly what we wanted which was a cremation. I relied on Sarah throughout. I must say I could not thank Sarah Neal enough. Also a big thank you to all the gentlemen that carried my late father’s coffin and the main gentleman that guided me into the church. I will highly recommend Rowland Brother.

Incredibly understanding and supportive from the moment I walked in to their office. Helped us to organise the services and service that we wanted and not pressured into anything. Would recommend.

A very personalised service. Caring and will do absolutely what they can to help. Jan was amazing. A true asset to their establishment.

Carly and Darrell in the Croydon office were great to work with! They helped us when we lost two family members within six months. Darrell worked with us to set up the funeral plan, and his expert probate advice was invaluable. He walked us through every step and gave me the confidence to do it myself. Carly guided us through all the funeral arrangements and set everything up so that we did not have to worry about a thing. Both Carly and Darrell are awesome and easy to work with. I consider them friends forever!

Rowland Brothers provided us with a very professional service with great attention to detail, giving my father the send off he deserved. I highly recommend them.

At Serenity Funeral Service in Cambridgeshire, we recently called upon Rowland Brothers International to assist with the repatriation of a gentleman’s ashes back to New Zealand.

Today we visited their premises to bring the gentleman into their care, and to say we were blown away is an understatement. The team were warm, welcoming, and incredibly supportive from the moment we arrived. Their professionalism and kindness truly stood out.

We were also given a tour of their facilities — and we were deeply moved by the peace, calmness, and tranquility of their chapels of rest. It’s clear that loved ones in their care are treated with the utmost dignity and respect in a setting that feels both serene and sacred.

The building itself is beautiful and thoughtfully designed, and the whole experience gave us complete reassurance.

Thank you for your outstanding help and support. We at Serenity will never use anyone else for international repatriation — Rowland Brothers International are simply exceptional.

— Serenity Funeral Service, Cambridgeshire

Appreciative of the service provided. Very gracious and professional, made the day run smoothly