Hi,
This happened to my Nana & Grandads ashes at Blackley Crem.
The undertaker said he would 'sort everything' for dad, and dad presumed this also meant picking up the ashes and getting them to him, but they never did, and when he did ask them it was too late.
When grandad died dad had to go on a business trip right after the funeral for several weeks, the funeral director didnt pick up the ashes, and again when dad asked it was too late (needless to say we havent used that funeral director again!)
Years later I was in the crematorium office & asked what happened it ashes werent claimed and the lady in the office went & got out the records for me, and they had a record of exactly where the ashes had been scattered in the garden of rememberance, strangly enough by sheer co-incidence as they died 20 years apart, and their ashes were scattered in the same area.
Ring Southern & ask, the lady in the office is lovely, she has always helped me out whenever i have called them.
Gaille