Funeral Service Code of Practice May 2014 Guidelines
This comprehensive guide outlines the ethical standards and practices for funeral service providers, covering areas such as professionalism, marketing, client interactions, information transparency, estimates, and confirmations. Adherence to these guidelines ensures respectful and dignified services for clients.
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NAFD CODE OF PRACTICE (COP) MAY 2014
1. GENERAL Members shall: Be courteous, sensitive and professional Not pressurise or exploit clients Respect and maintain dignity of deceased Offer best advice and provide best possible service Respect confidential nature of information given Disclose ultimate ownership of funeral business Do nothing to bring funeral profession into disrepute
2. MARKETING AND ADVERTISING Must: Be legal, decent, honest and comply with all requirements of Advertising Standards Authority and COP Include only third party endorsements or sponsorship approved by that third party
3. DEALINGS WITH CLIENTS Respect consumers rights and comply with all consumer legislation Provide full, detailed information, with prices Have available price lists, COP and Funeral Arbitration Scheme (FAS) leaflets and information about services Display price lists, COP and FAS leaflets Do best to ensure client understands range of services offered, prices and disbursements Inform client in writing of Terms and Conditions, drawn up in line with Unfair Terms and Consumer Contracts Regulations Give guidance on registration of death and availability of Govt. benefits
4. INFORMATION TO BE AVAILABLE Price lists should show itemised charges and descriptions of constituent elements of service, including professional fees, removal charges, coffins/caskets, embalming, hearses, limousines and all other services Should have copies of price lists for clients to take away All literature detailing coffins must include prices, and all coffins/caskets displayed should show price
5. ESTIMATES AND CONFIRMATIONS Provide a written confirmation of funeral arrangements, with itemised estimate of all charges and disbursements, which should clearly show client has agreed. Where disbursements may not be known prior to funeral, client must be given best estimate of such costs, with actual amount shown in final account. If client amends instructions, should be advised of change to costs If funeral cancelled, member shall, within 30 days of planned date of funeral, reimburse client, less services already received.
6. FINAL ACCOUNTS Members shall provide the client with a detailed itemised final account that is comparable with estimate provided.
7. PUBLICITY Display logos of NAFD and FAS Display current NAFD Membership Inspection Certificate Encouraged to display NAFD logo on stationery and promotional material
8. MONITORING NAFD will monitor members compliance with COP
9. PROFESSIONAL CONDUCT Choice of funeral firm to carry out funeral, should always be prerogative of family No soliciting or offer/give reward for recommendations Provide employees with training Be able to deal with all reasonable consumer enquiries
10. COMPLAINTS Members to appoint a senior person to deal with complaints FAS set up to deal with unresolved complaints Members must co-operate in client redress and independent conciliation and arbitration scheme, and will abide by arbitrator s decision. Also agree to abide by decision of Disciplinary Committee When submitting final account, members shall invite feedback from clients Required to co-operate with Trading Standards Offices, Citizens Advice Bureaux, consumer support groups and any other organisation, in resolution of disputes Complaints must be made within 12 months of date of funeral
