A central part of the NAFD’s role is to set standards for its members, which give assurance to the public that they can expect a high level of service from NAFD members, offer fair redress to consumers when things go wrong – and ensure that robust action is taken against misconduct by funeral firms.
The Funeral Director Code
NAFD member firms must abide by the Funeral Director Code. The code is comprehensive, and outcomes focused, developed in consultation with the funeral sector and consumer organisations.
Launched in 2020, many of the additional requirements of the new Code, including requirements for pricing information visibility, equality and diversity and professional education, fall in line with the recommendations in the Competition and Markets Authority’s (CMA) funerals market investigation Final Report, which was published in December 2020.
View the Funeral Director Code
NAFD inspections
NAFD UK funeral home members are regularly inspected by our NAFD Inspectorate team, and are assessed and supported to reach the highest standards of service.
The inspections regime includes physical on-site inspections with written reports, desk-based evidence gathering (including checking information on member websites and analysing complaint information) and focused mystery shopping on targeted activities.
Addressing concerns and complaints
The NAFD takes complaints against members very seriously. There are two kinds of complaint we can handle. The first type of complaint, which can be made by the contracted customer of one of our funeral firm members, will be handled through our dispute resolution service, NAFD Resolve, which we run in conjunction with the Centre for Effective Dispute Resolution (CEDR).
Please click here for further information about NAFD Resolve.
The second type of complaint, which can be made by anyone about any of our members, but does not relate to a client contractual relationship, will be used to inform our professional standards process and ensure members are aware of and are abiding by the standards in The Funeral Director Code.
Please click here for further information about the Committee for Professional Standards.