For your own reference we reprint the Funeral Ombudsman Scheme code of practice below. As members of (SAIF) the National Society of Allied and Independent Funeral Directors we are required to abide by this strict code of practice. 1. Members shall conduct themselves in a sensitive, dignified, courteous and professional manner in all dealings with clients, taking into account their religious and cultural needs. 2. They shall treat as confidential all information obtained in relation to their clients. 3. Members shall not solicit instructions for funeral services or engage any other person, partnership or company to behave in such a manner as to prejudice the professional status of members. 4. Members shall provide a showroom (or if not reasonably practicable, a brochure) showing a selection of at least four types of coffin at various prices, including a plain and inexpensive type. 5. Members shall prominently display price lists giving details of the various services provided and shall make copies of such price lists openly available for clients to take away. 6. Members shall provide clients with a written estimate at the time of arranging the funeral or, if it is impossible then, as soon as is practicable before the day of the funeral. They shall give them with the estimate a copy of the code of practice. 7. Members shall provide clients with itemised written invoices after completing the agreed funeral services. The invoice will be for the amount specified in the written estimate as varied by any later written estimate. However, where the estimate made it clear that certain disbursements might be varied, the invoice shall give details and an explanation of any such variations. 8. Members shall co-operate with organisations representing clients including Citizens Advice Bureaux and local authorities. 9. Members shall prominently display the scheme logo and a copy of this code. 10. Members shall have a formal, internal complaints procedure with a director or other senior manager designated to handle complaints and to make the final decision about them. 11. Where clients are dissatisfied with the services provided by a member, they must first complain in writing to the member. 12. If the client is not willing to accept the explanation or offer of a settlement by the member, the client may refer the complaint to the scheme by writing to:
13. The scheme manager will act as conciliator between the member and the client and try to resolve the dispute. 14. If conciliation fails, the matter will be placed before the Funeral Ombudsman for a decision. The decision will be binding on the member but not on the client who will be free to take other steps such as legal proceedings if the client thinks it appropriate.
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