A woman who did not receive the metalwork after her mum’s cremation, despite signing paperwork requesting it, says she feels as if her mum has been discarded.

When Pauline Gallagher’s mum Elizabeth Petrie-Gallagher, known as Lily, passed away unexpectedly, the funeral directors asked Pauline if she wanted to collect the metalwork from previous operations alongside the ashes.

Despite signing the paperwork asking to keep the metal, Pauline claims Kingsdown Crematorium, managed by Swindon Borough Council, eventually informed her they had recycled it following Lily’s service on July 9. 

She said: “I was very close to my mum so I was very distressed.

"They said they make money from recycling and 99 per cent of people don’t ask for the metalwork back, but obviously they should be reading the paperwork.

“So my concern was ‘well is this even my mum’ and they said of course it was because they read the paperwork, but they didn’t read the paperwork for mum’s metalwork.

“I left the funeral directors so upset, I was absolutely sobbing. There has to be a duty of care."

She added that she raised a complaint about the omission and said the service said it was the first time it had happened.

"They asked me if I wanted to visit to see what they have put in place, but of course I don’t. Surely in this job you should check everything.

“You’re already grieving for your mum or loved one, let alone this stress on you. I know some people think it’s only metal but it isn’t. Although I can’t do anything with it, it’s still part of my mum.

"I was hysterical, it’s bad enough you build yourself up to go and get the ashes. She died unexpectedly and it’s even worse. She was a fabulous lady and lived for each day, with a wicked sense of humour.

“Just to know it was binned and for them to write in an email that the money they get goes to local charities, which is nice, but it was a flippant remark as if to say I shouldn’t be upset.”

A Swindon Borough Council spokesperson said: “Ms Gallagher raised a complaint in relation to her mother’s cremation that took place at Kingsdown Crematorium, and we responded in writing the following day.

“We apologised for the incident and set out the actions being taken to prevent this happening again.”