An update on our work supporting vulnerable funeral customers, plus FAQs.
Mandatory funeral price transparency supersedes QSA's voluntary Fair Funerals pledge
In 2015 QSA launched the Fair Funerals pledge, inviting funeral directors to commit to price transparency, including being open about their most affordable options. In 2020 the pledge was strengthened and relaunched requiring funeral directors to publish, on their websites and in branches, all their prices, any third-party costs, and their payment terms.
We were delighted that our work helped bring about the Competition and Markets Authority’s funeral industry investigation (external link) to which we provided detailed evidence and insight through 2018 to 2021. One of the outcomes of this was the creation of their Funerals Market Investigation Order 2021 (external link), which came into force in September 2021, making it a legal requirement for all funeral directors across the UK to be transparent about their prices.
The Order made most of the pledge’s commitments legally enforceable heralding a likely end to the pledge and a need to consider other ways we could engage with the funeral industry to benefit those facing difficulties with funeral costs. In 2022 we carried out research to identify what these next steps could be, through surveys and interviews with both bereaved people and funeral directors. We are now pleased to publish a report of our findings.
Research to guide our next steps
While many bereaved people had positive things to say about their funeral experience, especially the care and support they received, and we heard of some excellent practice from funeral directors, we also found that not all funeral directors routinely discuss a client’s budget with them, and some employ upselling tactics and/or fail to provide complete and accurate pricing information. Exhibited together, this would equal a dangerous combination leaving some bereaved people in debt they cannot manage.
Our findings highlight the need for full-scale regulation of the funeral industry, at the very least starting with the Government establishing a registration and inspection regime as recommended by the CMA in its 2020 final report.
Working hard to make this happen is a key focus for our funeral poverty project, Down to Earth, over the next three years, made possible with financial support from the abrdn Financial Fairness Trust.
Saying goodbye to the pledge is by no means the end of QSA’s work on price transparency. We have so far reported 346 funeral directors and eight crematoria to the CMA who are not compliant with their Order and we will continue to do so – please help us.
We can all help the CMA to enforce price transparency requirements
Funeral directors should have a Standardised Price List displayed clearly in their branch windows, but some do not. If you see one that doesn’t please take a photo of the window, showing the company name and the absence of a price list and send it to us anonymously using this form. We will then report the company to the Competition and Market’s Authority so they can take action.
Together we can improve price transparency for everyone and ease a bit of the stress that many bereaved people feel.
report a non-compliant funeral director
FAQs – funeral directors
Can I continue to use the Fair Funerals pledge logo?
Any company that successfully signed the Fair Funerals pledge in 2020 or 2021 can continue to use the relevant, dated logos from those years. However, any reference to membership of the pledge should be made in the past tense.
The original, undated Fair Funerals pledge logo should no longer be used by any company.
Can I continue to display my Fair Funerals pledge certificate?
Any company that successfully signed the Fair Funerals pledge in 2020 or 2021 can continue to display their dated certificate from those years. However, any reference to membership of the pledge should be made in the past tense.
Certificates carrying the original, undated Fair Funerals pledge logo should no longer be displayed by any company.
What should I tell any customers who ask about the Fair Funerals pledge?
The Fair Funerals pledge, as part of the Fair Funerals campaign, aimed to encourage price transparency in the funeral industry. It was successful in helping bring about some regulation that now legally requires all funeral directors across the UK to display all their prices. As a result, the pledge has now ended.
FAQs – consumers
What does it mean if a company is displaying the Fair Funerals pledge logo?
A Fair Funerals pledge 2020 or 2021 logo indicates that in that year the company met the pledge requirements.* However, it does not necessarily mean that they still meet the requirements, and they are no longer a member of the pledge as it has now ended.
If a company is using an undated Fair Funerals pledge logo they shouldn’t be, but if they are it may indicate that they met an earlier version of the pledge requirements at some point between 2015 and 2019.
Please note that, as a small charity, we are not able to prevent any fraudulent use of the logo.
*By signing the Fair Funerals pledge 2020 and 2021 funeral directors committed to helping people find funerals within their means and to being open about their prices, any third-party costs and their payment terms in initial conversations, price lists, and on their websites.
What does it mean if a company is displaying a Fair Funerals pledge certificate?
A Fair Funerals pledge 2020 or 2021 certificate indicates that in that year the company met the pledge requirements (see above). However, it does not necessarily mean that they still meet the requirements, and they are no longer a member of the pledge as it has now ended.
If a company is displaying a certificate carrying an undated Fair Funerals pledge logo they shouldn’t be, but if they are it may indicate that they met an earlier version of the pledge requirements at some point between 2015 and 2019.
If a company is displaying a Fair Funerals pledge logo or certificate does this mean they are compliant with the Competition and Market’s Authority’s regulation?
No. The Fair Funerals pledge was a voluntary scheme for funeral directors that existed before the Competition and Market’s Authority brought in their Funerals Market Investigation Order 2021 (external link) and therefore it is completely independent.
How do I know if a funeral director is complying with the Competition and Market’s Authority’s funerals market regulation?
The Competition and Market’s Authority’s video, Things to know when arranging a funeral, gives some information on what companies are required to do.
What can I do if a funeral director is not compliant with the Competition and Market’s Authority’s funerals market regulation?
If a funeral director does not have a Standardised Price List displayed clearly in their branch window you can take a photo showing the company name and the absence of a price list and send it to us using this form. We will then report the company to the Competition and Market’s Authority so they can take action. We will not share your details.
You can also report a company for any breach of the regulation to the CMA by emailing remediesmonitoringteam@cma.gov.uk or calling 020 3738 6000. Your details will not be passed to the funeral director.