Funeral directors and consumer rights

Are funeral directors regulated?

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 must 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.

reducing funeral costs

Other ways to keep funeral costs down, whilst keeping the arrangements meaningful.

A black man and a white man are standing outside. The black man is reading from a book. The white man has his hand on the black man's shoulder.

Using a funeral director

There is no requirement to use a funeral director. If you choose to use one remember that, like anything else you pay for, you should be happy with the price you are paying and the service you receive.

An asian woman and a white man working on a laptop.

Doing it yourself

You do not have to employ a funeral director and may decide to take care of the arrangements yourself.

A white man and a black woman sat at a laptop.

Funeral elements and choices

Words, music, and personal touches can be far more powerful than expensive cars or coffins.

A black couple are sat at a table holding hands. On the table is a paper form and a pen.

Council and hospital funerals

If you have no source of funds, or if you do not want to take responsibility for the funeral for other reasons, the council where the person died can provide a simple, respectful funeral.

SUPPORT AND RESOURCES

More from Down to Earth

Raising money towards funeral costs

There are a range of options for financial support towards funeral costs

A black couple are sat at a table holding hands. On the table is a paper form and a pen.

Admin & benefits after a death

Helpful information explaining what you need to do after a death

Black piggy bank with the word funeral written on it. A white person's hand is putting a coin into the top.

How much does a funeral cost?

The average cost of the attended funeral SunLife tracks is £4,285, though less expensive options are available.