Publication - Consultation paper

Funeral directors: draft code of practice

Published: 21 Jun 2019
Population Health Directorate
Part of:
Health and social care

Draft statutory code of practice for funeral directors. Funeral directors will be inspected against this code once it comes into force.

Funeral directors: draft code of practice
5. Complaints

5. Complaints

50. The funeral director must have a written complaints procedure that is readily accessible to the client. In the event of a complaint, this complaint procedure must be followed and must include:

  • Advice for the client on how to make a formal complaint.
  • The funeral director's procedures for dealing with a complaint and timescales for response.
  • A requirement that any complaint resolution or answer will be provided in writing to the client.

51. Where a complaint relates to the care of the deceased, the funeral director must inform inspectors within 48 hours.

52. In the event of a complaint made against the funeral director, the client may:

  • Raise a complaint with the funeral director directly. The funeral director must genuinely attempt to seek a resolution in a reasonable amount of time.
  • Raise a complaint with a trade association to which the funeral director belongs, if applicable.
  • Raise a complaint with inspectors.