Dear Stuart, First of all , please accept our deepest condolences on your loss. We are truly sorry for your recent experience. Following investigation, I would like to clarify that the nurse in charge contacted the wife after the passing of your loved one to ensure that the body was transferred to the correct funeral director. Several calls were made to the Co-op Funeral Service using the contact numbers provided, however, due to their technical issues, the calls went unanswered and were directed to voice machine only. It is our usual practice for staff to speak directly with the funeral service to confirm arrangements, and I understand how this situation may have caused additional distress. Please accept our sincere apologies for any inconvenience this may have caused during such a difficult time. I will once again ask the staff to attend the end of life training provided by Keech hospice to improve their communication and practice.