Inclusions - Care, Custody and Traceability Procedure 
(Supporting the Whispers in Time Quality Policy Statement)

​This procedure outlines how Whispers in Time ensures the safe, respectful, and fully traceable care of ashes and inclusions entrusted to us. It reflects our ISO 9001‑inspired quality approach and aligns with recognised best‑practice principles used within the funeral profession in Scotland.

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1. PURPOSE

To ensure that every set of ashes or inclusion received by Whispers in Time is:

• Handled with dignity and respect

• Identified and documented with full traceability

• Stored securely at all times

• Processed individually to prevent any risk of mixing

• Returned safely to families within a controlled, quality‑assured process

 

This procedure applies to all ashes and inclusions received by post, in person, or during private Consultations.

 

2. SCOPE

This procedure covers:

• Preparation and dispatch of ashes collection packs

• Receipt and verification of ashes

• Documentation and traceability

• Secure storage

• Creation of memorial jewellery

• Communication with families

• Return of completed jewellery and any remaining ashes

 

3. GUIDING PRINCIPLES

Our approach is shaped by:

• ISO 9001‑inspired quality management principles

• Scottish Government Best Practice Guidance for Funeral Directors and Crematoria, including:

  • Clear identification and labelling

  • Secure, segregated storage

  • Accurate record‑keeping

  • Respectful handling at every stage

  • Transparent communication with families

• Our own commitment to dignity, care, and accountability

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4. PROCEDURE

 

4.1 PREPARATION & DISPATCH OF COLLECTION PACKS

 

4.1.1 Pack Contents

Each standard collection pack includes:

• A stamped, addressed return box

• A sealed ashes bag with space for:

  • Name of the deceased

  • Unique cremation reference number (as provided by the family or crematorium)

  • Date completed

• A velvet tie‑bag to hold the ashes bag respectfully

• Full written instructions

• A return checklist for families

 

4.1.2 Dispatch Process

• Orders are acknowledged immediately.

• Collection packs are posted same or next working day.

• A record is created in the order log confirming:

  • Customer name

  • Date pack sent

  • Expected return date

 

4.1.3 In Person Consultations

If ashes are brought to a consultation:

• Families complete the identification details on the ashes bag.

• Ashes are placed into the velvet tie‑bag in their presence.

• The sealed bag is placed into a secure container and logged immediately.

 

4.2 RECEIPT OF ASHES

 

4.2.1 Verification

Upon arrival:

• The return box is opened in a clean, controlled workspace.

• Identification details are checked for completeness.

• The unique cremation reference number is transferred onto:

  • The order record

  • The internal tracking sheet

  • The secure storage container

 

4.2.2 Communication

Families are notified the same day that ashes have been safely received. If ashes have not arrived within one week of dispatch, the family is contacted proactively.

 

4.3 TRACEABILITY & DOCUMENTATION

Every set of ashes is assigned:

• A unique internal reference code

• A tracking sheet documenting every stage of the process

• A secure storage container labelled with:

  • Customer name

  • Cremation reference number

  • Internal reference code

  • Date received

All documentation is stored in accordance with ISO 9001‑inspired record‑keeping principles.

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4.4 SECURE STORAGE

• When not being worked on, ashes are stored in a locked metal safe.

• Each family’s ashes are kept completely separate in their own sealed container.

• Only authorised personnel have access.

• The safe is located in a controlled, monitored area of the studio.

This mirrors Scottish Government best‑practice guidance for funeral sector storage: segregated, secure, clearly labelled, and accessible only to authorised staff.

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4.5 WORKING PRACTICES DURING JEWELLERY CREATION

 

4.5.1 One-At-A-Time Principle

• Only one set of ashes is ever opened on the workspace at any time.

• The workspace is cleared and cleaned before and after each piece is created.

 

4.5.2 Clean Down Procedure

After each stage:

• Tools are cleaned

• Surfaces are sanitised

• Ashes are resealed and returned to their secure container

This eliminates any risk of cross‑contamination.

 

4.5.3 Unique Resin Method

Our layered poly‑poxin resin process is documented and controlled to ensure:

• Consistency

• Durability

• Full traceability of materials used

 

4.6       COMMUNICATION WITH FAMILIES

Families receive updates at the following stages:

1. Collection pack dispatched

2. Ashes received safely

3. Work begins on their piece

4. Jewellery completed and posted (tracked & insured)

5. Follow‑up to confirm safe arrival and satisfaction

If any issue arises (e.g., incorrect ring size), we resolve it promptly and without additional cost wherever possible.

 

4.7 RETURN OF COMPLETED JEWELLERY

• Finished jewellery is packaged securely and respectfully.

• Any remaining ashes are returned unless the family requests otherwise.

• Items are sent via insured, next‑day delivery.

• Tracking details are provided immediately.

 

4.8 CONTINUOUS IMPROVEMENT

In line with our Quality Policy:

• All processes are reviewed regularly with our external quality consultant.

• Improvements are documented and implemented.

• Feedback from families is analysed to identify opportunities for refinement.

 

5  ALIGNMENT WITH SCOTTISH GOVERNMENT BEST PRACTICE

Although memorial jewellery is not regulated, we voluntarily follow principles drawn from Scottish Government guidance for funeral directors and crematoria, including:

• Clear identification and labelling at every stage

• Secure, segregated storage of ashes

• Accurate, auditable record‑keeping

• Respectful handling and presentation

• Transparent communication with families

• Accountability and traceability from receipt to return

This ensures our standards mirror those expected of regulated funeral professionals.