Funeral Directors & Funeral Plans
Body dignity/handling, unexpected charges, service below specification, at-need communication, pre-paid plan not honoured, mis-selling of plan, provider insolvency
Max award: £FOS: £445000 (pre-paid plans); NAFD: no published cap
Key Legislation
At-need: CRA 2015; New UK Funeral Director Code (NAFD+SAIF 2025); Pre-paid: FSMA 2000; FCA COBS rules (from July 2022); Burial and Cremation (Scotland) Act 2016 (Scotland only regulated)
Companies in This Sector
Co-op Funeralcare (~1000 homes)Dignity (~800 locations)Funeral Partnerslocal independents (~3000)pre-paid plan providers: Golden Charter/Dignity Plans/Pure Cremation
Annual complaint volume: Not published (NAFD Resolve statistics not public)
Note: At-need funeral complaints: no statutory licensing in England/Wales/NI; ~1000+ non-NAFD/SAIF directors; NAFD Resolve is member-only and non-binding. Bereaved consumers at acute emotional vulnerability. New NAFD+SAIF shared code (2025) is precursor to potential mandatory regulation. Pre-paid plans: F