You can be sure that we have your best interests at heart, but we don’t always get things right.
We are committed to providing the highest level of customer care and hope you will never need to make a complaint. However, if you experience a problem, we will try to get this resolved as quickly as possible. If you wish to raise a concern, please bring this to the attention of any team member.
If you have a complaint:
If you feel that we have fallen short of your expectations in any way, we’d like to know so we can put things right for you.
Ways to Complain:
- By telephone: 0800 996 1927
- By email: info@scotmidfunerals.coop
- By post:
Area Manager,
Scotmid Funerals,
78-79 Angle Park Terrace,
Edinburgh
EH11 2JP.
We will do all we can to resolve your complaint by the end of the next working day. If we can’t do this, we will acknowledge your complaint in writing within three working days, investigate it, and endeavour to send you a final response within 8 weeks of receipt unless we can resolve it sooner.
Feel free to contact us at any time if you wish to discuss progress or any other matter relating to the complaint.
Taking Your Complaint Further
In the event of a complaint made against the funeral director the client may also raise a complaint with the:
- National Association of Funeral Directors (NAFD), which is a trade association we are a member of; or
- Inspectorate of Burial, Cremation and Funeral Directors.
National Association of Funeral Directors (NAFD)
Since we are members of the NAFD, you can reach out to them if you are still unhappy. They have a service called NAFD Resolve that helps with funeral consumer complaints.
NAFD Resolve is an independent funeral complaints service. It’s free and easy to use. Conciliation and adjudication services are provided by qualified professionals from the Centre for Effective Dispute Resolution (CEDR).
You can find more information or details on how to make a complaint here: https://www.nafd.org.uk/complaints/how-the-nafd-handles-complaints/.
Inspectorate of Burial, Cremation and Funeral Directors
We adhere to the Funeral Director Code of Practice (the Code). The Code applies to all funeral directors carrying out the functions of a funeral director in Scotland regardless of where their business is based and is licenced by the Inspectorate of Burial, Cremation and Funeral Directors.
You can make a complaint to them by emailing: burialandcremation@gov.scot
You can download the Code of Conduct here: https://www.gov.scot/publications/funeral-director-code-practice-2/documents/.
If you have a complaint and we haven’t issued our response within eight weeks from the date you first raised your complaint, or if you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review. The Financial Ombudsman Service will only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first, and we’ll do all we can to help.
The Financial Ombudsman Service (FOS) is a service set up by Parliament to resolve complaints between financial businesses (including funeral plan businesses) and their customers.
You must meet the FOS eligibility criteria to refer a complaint to the FOS. The FOS will consider complaints from:
- A private individual.
- A micro-enterprise with a group annual turnover and balance sheet of up to €2 million and fewer than ten staff.
- A small business with an annual group turnover of up to £6.5 million and fewer than 50 staff or a balance sheet total of less than £5 million.
- A guarantor that has provided a guarantee or security in respect of an obligation of a micro-enterprise or small business.
- A charity with an annual income of less than £6.5 million.
- A trustee of a trust which has a net asset value of less than £5 million.
Further information on the Financial Ombudsman Service, including more detailed guidance on those who are eligible to complain, can be found on their website www.financial-ombudsman.org.uk or by telephoning 0800 023 4567
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
Members of the NAFD
We are a member of the National Association of Funeral Directors (NAFD) and subscribe to its Code of Practice, a copy of which is available on request, we also abide by the ‘NAFD Funeral Promise’.
If you have any queries as to application of the code or promise, please ask us or contact the NAFD. This code and promise require us to act professionally and provide a courteous, sensitive and dignified service to you as well as to treat you and your loved one with respect, at all times.
Don't just take our word for it
We’re proud of both the service we provide and what our clients say about it, and us. Many
of them even choose to leave 5 star reviews on our website once they’ve dealt with us,
which is incredibly generous given what they’ve recently went through.
