Foreword to the Code

The National Association of Funeral Directors (NAFD) is the largest and most inclusive representative body for the UK funeral profession. They support their members to deliver high standards of care for those who have died and they offer bereaved people the information and assurance to help them choose a compassionate, professional and experienced funeral director that they can trust.

The NAFD sets those high standards and member firms must abide by the NAFD Funeral Director Code. The code is comprehensive and outcomes focussed, developed in consultation with the funeral sector and consumer organisations. Funeral home members are regularly inspected by their Standards and Quality Management team, assessed and supported to reach the highest standards of service. They also provide access to an independent complaints scheme for funeral consumers, NAFD Resolve, which is operated on their behalf by the Centre for Effective Dispute Resolution (CEDR).

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Code principles

This Code is founded on the following eleven mandatory principles. Any failure to operate in accordance with these principles will constitute a breach of this Code.

Members must:

1. Act in the best interests of each client, and prospective client;

2. Provide the best possible level of care to bereaved people, keeping in mind the specific needs of each client and family;

3. Respect and maintain the dignity of deceased people in your care at all times;

4. Act transparently, with honesty and integrity;

5. Provide clients will full and fair information about services, products and associated prices;

6. Behave in a way that promotes and maintains public trust in their business, the funeral directing profession and related industries;

7. Comply with all legal and regulatory obligations and deal with their regulators in an open, timely and cooperative manner;

8. Run their business effectively and in accordance with proper governance and sound risk management principles;

9. Run their business in a way that encourages equality of opportunity and respect for diversity;

10. Run their business in a way that encourages a culture that values and welcomes both negative and positive feedback as a way of putting things right and continuously improving service; and

11. Conduct appropriate due diligence in relation to all third-party contractual relationships that have the potential to negatively impact clients.