Funeral directors: draft code of practice

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

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.



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