Most funeral directors get it right, most of the time – but if something has gone wrong, from a mix-up over dates to a bill that doesn’t match what you were quoted, you have real options for putting it right. You don’t have to just accept it.
This guide covers who to complain to first, what redress schemes exist, and when to escalate to a regulator.
Start with the funeral director directly
Raise the issue with the funeral director in writing before anything else. Set out clearly what went wrong, when, and what outcome you want – an apology, a partial refund, or the problem fixed. Give them a reasonable window to respond, usually 10 to 14 days.
Most complaints get resolved at this stage. Funeral directors are legally required to provide their services “with reasonable care and skill,” to keep to agreed timeframes and costs, and not to charge more than they quoted without discussing it with you first. If you were misled about pricing, that’s also a Trading Standards matter, covered further down. (Source: Citizens Advice – complaining about a funeral)
Keep a written record of every call and email, including dates and names. If the complaint later goes to a trade body or an ombudsman, you’ll need this trail.
If that doesn’t resolve it: check which trade body they belong to
Most UK funeral directors belong to one of two trade associations, and each runs its own free, independent complaints scheme once your direct complaint hasn’t worked.
| Trade body | Scheme | Who it covers | Cost |
|---|---|---|---|
| National Association of Funeral Directors (NAFD) | NAFD Resolve, run by the Centre for Effective Dispute Resolution (CEDR) | Around 4,100 member firms – funerals, direct cremation/burial, or funeral products/services over £1,000 | Free, binding on member firms |
| National Society of Allied and Independent Funeral Directors (SAIF) | SAIF Consumer Protection Scheme, via the Professional Standards Committee | SAIF member firms | Free |
NAFD Resolve is free to use, and NAFD member firms are bound by the association’s Funeral Director Code to accept the outcome. You must usually raise the complaint within 12 months of the relevant contract, service, or fulfilment date, whichever is latest. Complaints go in via an online form, and NAFD Resolve acknowledges them within three working days. (Source: NAFD Resolve)
SAIF’s Consumer Protection Scheme works alongside SAIF members’ own complaints processes. If a direct complaint to a SAIF member doesn’t resolve things, you can escalate to SAIF’s Professional Standards Committee, which can refer unresolved matters to CEDR for independent arbitration. It’s also free. (Source: SAIF – complaints)
If you’re not sure whether a funeral director belongs to either body, ask them directly, or check the trade body’s own member search. If they belong to neither, there’s no free arbitration route – Citizens Advice notes that legal action may be your only recourse in that case. (Source: Citizens Advice – complaining about a funeral)
If it’s about pricing: the CMA’s rules apply
Since 2021, funeral directors in the UK have been legally required to publish clear, standardised pricing under the Competition and Markets Authority’s Funerals Market Investigation Order. This means:
- A Standardised Price List must be displayed in the funeral director’s window and on their website
- The list must show a headline price and a breakdown of individual item and service costs
- Funeral directors are banned from paying hospitals, care homes, or similar institutions to refer customers to them
- Crematoriums must publish similarly clear pricing
(Source: gov.uk/CMA – CMA action makes funeral prices clear for grieving families)
If a funeral director’s final bill doesn’t match what was quoted, or they didn’t publish clear pricing in the first place, that’s a breach of this Order. You can report it to the CMA, and separately to Trading Standards if you believe you were deliberately misled about cost. (Source: Citizens Advice – complaining about a funeral)
If it’s about a prepaid funeral plan: the Financial Ombudsman Service
Prepaid funeral plans are different from a normal funeral booking, and they have their own, stronger regulator.
Since 29 July 2022, all providers who sell and administer prepaid funeral plans must be authorised by the Financial Conduct Authority (FCA). The FCA has authorised around 26 providers covering roughly 87% of the market. Regulation means providers must handle complaints properly, look after customers’ money responsibly, and give clear information before you buy – and cold-calling to sell a plan is banned unless you’ve contacted the firm first. (Source: NAFD – FCA regulation of the pre-paid funeral plan market)
If an FCA-authorised provider doesn’t resolve your complaint, you can take it to the Financial Ombudsman Service (FOS) free of charge. This covers problems from 29 July 2022 onwards, and can also cover earlier problems if the provider was registered with the old Funeral Planning Authority at the time. Customers of authorised providers also have access to the Financial Services Compensation Scheme (FSCS), which protects your money if the provider fails. (Source: Financial Ombudsman Service – pre-paid funeral plans)
Common questions
Do I have to pay to make a complaint?
No. NAFD Resolve, the SAIF Consumer Protection Scheme, and the Financial Ombudsman Service are all free to consumers. None of them require you to have a solicitor.
How long do I have to complain?
For NAFD Resolve, generally 12 months from the contract, service, or fulfilment date, whichever is latest. For a prepaid funeral plan complaint to the Financial Ombudsman Service, the relevant event needs to have happened on or after 29 July 2022 – or earlier, if the provider was registered with the Funeral Planning Authority at the time. If you’re unsure which route applies, raise the complaint as soon as possible rather than waiting.
What if the funeral director isn’t a member of NAFD or SAIF?
Ask them directly whether they belong to a trade body, since not every funeral director does. If they don’t, there’s no free arbitration scheme available through a trade association, and Citizens Advice’s guidance is that legal action may be the remaining option for a dispute that can’t be resolved directly.
Can I get a refund if the funeral cost more than I was quoted?
A funeral director cannot lawfully charge more than they quoted without discussing and agreeing it with you first. If they have, raise it as a complaint in writing, and consider reporting the pricing breach to Trading Standards and the CMA, since publishing clear, honest pricing is a legal requirement under the 2021 Order.
Is this different for a prepaid funeral plan than for a funeral I’m arranging now?
Yes. A funeral you’re arranging now (an “at-need” funeral) is covered by consumer law, the CMA’s pricing rules, and the relevant trade body’s complaints scheme. A prepaid funeral plan bought in advance is a regulated financial product, and complaints about it go through the FCA-authorised provider and, if unresolved, the Financial Ombudsman Service instead.
What to avoid
- Don’t assume there’s nothing you can do. Free, independent complaints schemes exist for the great majority of funeral directors and all FCA-authorised prepaid plan providers.
- Don’t skip the direct complaint. Trade body schemes and the Financial Ombudsman Service generally expect you to have raised it with the funeral director or provider first.
- Don’t confuse the two systems. A dispute over how a funeral was carried out goes through NAFD Resolve or SAIF’s scheme (if the firm is a member). A dispute over a prepaid plan goes through the Financial Ombudsman Service. Using the wrong route wastes time.
- Don’t let the 12-month NAFD Resolve window pass. If a dispute is unresolved and drifting, raise it formally well before the deadline.
Summary
If a funeral director has got something wrong, put your complaint in writing to them first. If that doesn’t resolve it and they belong to NAFD or SAIF, their free arbitration schemes can produce a binding outcome at no cost to you. Pricing disputes can also be reported to Trading Standards and the CMA, since transparent pricing has been a legal requirement since 2021. Prepaid funeral plans follow a different, FCA-regulated route – complain to the provider, then the Financial Ombudsman Service if needed.
For help with the cost of a funeral itself, see our guide to help paying for a funeral. If you’re still choosing a funeral director, our guide to independent funeral directors and funeral planning checklist cover what to look for before you sign anything.