What if the funeral director refuses to engage with my complaint?

If a funeral director refuses to engage, escalate to their trade association (NAFD or SAIF) if they are a member. You can also report CMA rule breaches to the CMA, contact Trading Standards via Citizens Advice on 0808 223 1133, and if the dispute involves a financial claim, issue proceedings in the County Court using the online Money Claim service.

Am I entitled to a refund if I cancel?

This depends on when you cancel and what the contract says. If you cancel before any services have been provided, you are generally entitled to a refund of any sum paid, less any reasonable costs the funeral director has actually incurred. If services have already been carried out, refunds are more limited. Check the written agreement carefully and contact Citizens Advice if you are unsure.

Do the same rules apply to online funeral directors?

Yes. The CMA rules and Consumer Rights Act apply to all funeral directors in England and Wales, including those operating primarily online. Online contracts may also give you additional rights under the Consumer Contracts Regulations 2013, including a 14-day cooling-off period in some circumstances.

What is the difference between conciliation and arbitration?

Conciliation is an informal process where a neutral third party helps the two sides reach a mutually acceptable agreement. It is not binding unless both parties agree to the outcome. Arbitration is a more formal process where an independent arbitrator considers the evidence and makes a binding decision. The NAFD offers both. Arbitration is generally used when conciliation has not resolved the dispute.

Can I complain years after the funeral?

Trade association schemes typically have time limits for bringing complaints, often six months to a year from the date of the funeral or from when you became aware of the problem. For legal claims under the Consumer Rights Act, the standard limitation period is six years from the date of the breach. The sooner you complain, the better your position.

What if the funeral director has gone out of business?

If the funeral director has gone out of business, your options are more limited. If you paid by credit card, you may be able to make a Section 75 claim against your card provider for amounts over £100. If you paid by debit card, you may be able to use the chargeback scheme. Contact your bank as soon as possible. Trade association complaints processes will not apply if the member is no longer in business.

Funeral director complaints: what to do if things go wrong

Making a complaint about a funeral director is something no bereaved family should have to do, but it does happen. This guide explains your rights, the complaints process, and how to escalate if you do not get a satisfactory response.

Is the funeral industry regulated?

In England and Wales, there is currently no statutory licensing or regulation of funeral directors. Anyone can set up as a funeral director without any formal qualification or registration requirement. This is a significant gap in consumer protection that has been widely criticised.

Scotland is ahead of England and Wales in this respect. The Burial and Cremation (Scotland) Act 2016 introduced licensing requirements for funeral directors in Scotland, with regulations being phased in over time.

In England and Wales, the main safeguards come from trade association membership, the CMA's 2021 funeral market rules, and general consumer protection law.

Step 1: complain directly to the funeral director

Before escalating, you should complain directly to the funeral director in writing. Written complaints create a clear record of what was said and when. Include:

A clear description of what went wrong and when.
What outcome you are seeking (an apology, a refund, a reduction in charges, or something else).
A reasonable deadline for their response (typically 14 days).

Keep copies of all correspondence. Send your complaint by recorded delivery or email so you have proof of receipt.

CMA funeral market rules: your key rights

Following a major investigation, the Competition and Markets Authority (CMA) introduced new rules for the funeral market in England and Wales in 2021. These are legally binding on funeral directors:

Mandatory price list. Funeral directors must display a standardised price list of at least 14 specified items, both at their premises and on their website. This allows you to compare prices before making a decision.
Written quote before commitment. Before you commit to using a funeral director, they must provide you with a written quote clearly setting out all the costs, including disbursements.

If a funeral director has not provided a price list or written quote as required, they are in breach of the CMA rules. You can report a breach to the CMA at gov.uk/government/organisations/competition-and-markets-authority. The CMA can investigate and take enforcement action.

NAFD: the National Association of Funeral Directors

The National Association of Funeral Directors (NAFD) is the largest trade body for funeral directors in the UK. Members are required to follow a code of practice and have access to a formal complaints process.

If the funeral director is an NAFD member, you can use the NAFD's conciliation service to try to resolve the dispute informally. If conciliation does not resolve matters, the NAFD operates a Funeral Arbitration Scheme, which provides a binding decision. The scheme is administered by an independent arbitrator.

You can check whether a funeral director is an NAFD member and access the complaints process at nafd.org.uk. Later Life Direct does not verify whether funeral directors are members of NAFD, SAIF, or any other trade body. Always check membership directly with the relevant body before engaging a provider.

SAIF: the Society of Allied and Independent Funeral Directors

SAIF represents independent funeral directors who are not members of larger groups. SAIF members are also required to follow a code of practice and SAIF has its own independent complaints handling process.

If your funeral director is a SAIF member, contact SAIF at saif.org.uk. SAIF can investigate complaints and, where appropriate, impose sanctions on members.

Consumer Rights Act 2015

Regardless of trade association membership, you have rights under the Consumer Rights Act 2015. Services must be provided with reasonable care and skill. If they are not:

Right to repeat performance. You can ask the funeral director to redo or correct the service. This is of limited use in many funeral contexts, but may apply to specific elements.
Right to a price reduction. If repeat performance is not possible, you may be entitled to a reduction in the price paid, up to a full refund.

Claims for emotional distress caused by a service failure are also possible in principle, though they are more difficult to establish. Legal advice is recommended before pursuing such a claim.

Small claims court for financial disputes

If the funeral director owes you money (for example, an overcharge or a refund they have refused to make) and the amount is up to £10,000 in England and Wales (as of May 2026; verify the current small claims limit at gov.uk/make-court-claim-for-money before issuing a claim), you can use the small claims track in the County Court. In practice, most people use the online Money Claim service at moneyclaim.gov.uk.

Small claims court is designed to be accessible without a solicitor. However, the process does take time, involves a filing fee, and requires you to attend a hearing if the claim is disputed. Consider mediation first, which is faster and cheaper.

Before issuing a claim, send a formal “letter before action” to the funeral director setting out your claim, the amount you are seeking, and a deadline (typically 14 days) to respond or pay. This is a procedural requirement and the court will expect it to have been done.

Crematoria complaints

If your complaint relates to a crematorium rather than a funeral director, different routes apply:

Institute of Cemetery and Crematorium Management (ICCM). The ICCM has a standards and complaints framework for member crematoria. Contact them at iccm-uk.com.
Local Government Ombudsman. If the crematorium is operated by a local council, you can complain to the Local Government and Social Care Ombudsman at lgo.org.uk if the council's own complaints process has been exhausted.

Keeping records

From the moment you suspect something has gone wrong, start keeping careful records:

Keep all written communications, invoices, and contracts.
Write down dates, times, and what was said in any telephone conversations.
Photograph anything relevant (for example, damage to clothing returned with the deceased).
Keep a note of the emotional impact the failure has had on you and your family. This becomes relevant if you later seek compensation for distress.

Common complaints

The most frequent complaints about funeral directors include:

Charges that were not on the original quote.
The wrong coffin used or the wrong clothes laid out.
Mix-ups with remains.
Poor handling or presentation of the deceased.
Failure to carry out specific religious or cultural requirements.
Delay in returning personal effects.
Poor communication or failure to respond to queries.