Funeral directors in England, Wales, and Northern Ireland are not currently regulated by the government, nor do they have to be a member of a trade body. In Scotland, funeral directors are regulated, and have to follow a code of practice.
However, there are two trade bodies - the National Association of Funeral Directors (NAFD) and the National Society of Allied and Independent Funeral Directors (SAIF). Members must follow the relevant code of practice, details of which can be found on the trade bodies’ websites. They differ slightly but cover standards such as funeral facilities, professional conduct and complaints.
Funeral directors can tell you if they are members and should display their logos.
In Scotland, the code of practice administered by the government covers standards including the engagement of the funeral director, transfer & care of the deceased, and professional standards. Funeral directors in Scotland must also have a written complaints procedure.
What can I do if I’m unhappy with the service I receive?
You can complain directly to the funeral director.
If they are a member of a trade body, you can complain to them.
The scheme for funeral directors who are members of The National Association of Funeral Directors (NAFD) is with an independent arbitration organisation called the Centre for Effective Dispute Management (CEDR). The scheme is funded by the NAFD and is free to the public.
NAFD: https://www.nafd.org.uk/standards/nafd-resolve/
The scheme for funeral directors that are members of the National Society of Allied and Independent Funeral Directors (SAIF) is the SAIF Consumer Protection Scheme. The scheme is run by SAIF’s professional standards committee and is free to the public.
SAIF: https://saif.org.uk/about-saif/complaints/
In Scotland, all funeral directors must have a written complaints procedure. This must be available on their website where this exists, or must be made available as soon as reasonable practicable in paper or electronic form on request. If the complaint relates to a breach of the code of practice or care of the deceased person, the funeral director must inform inspectors of the complaint within 48 hours of it being made.
You can also report a funeral director to Trading Standards if they have acted unfairly or broken the law. The Citizen’s Advice consumer helpline 03454 04 05 06 can help you do so. Consumerline 0300 123 6262 can help if you are in Northern Ireland.