Our customer care commitment

We aim to provide the highest possible standards of service at all times. We do however appreciate that from time to time things can go wrong. If we do not meet your expectations or you are dissatisfied with our services or products we want to hear from you.

We aim to ensure that:

  • Making a complaint is as easy as possible
  • We deal with your complaint promptly and in confidence
  • You receive a fair outcome
  • We learn from complaints and use the feedback to improve our service

How to make a complaint

You can make a complaint by the following methods:

In writing: Customer Complaints,  Family Funeral Directors,  2 Forbes Drive, Heathfield, Ayr, KA8 9FG

By e-mail: complaints@thefamilyfuneraldirectors.co.uk

By telephone: 0800 644 6250

Lines are open 08.00-22.00 Monday to Friday and 09.00-13.00 on Saturday


We will

  • Acknowledge your complaint within 5 working days of receipt
  • Investigate your complaint and aim to provide a final response within 4 weeks but no later than 8 weeks from the date of receipt. If we are unable to resolve your complaint within 4 weeks we will provide you with a written update


What to do if you are not happy with the outcome

We want to resolve your complaint and provide you with a fair outcome. If we can’t reach an agreement you can refer your complaint to the appropriate regulatory or trade body. 

Complaints relating to funeral plans

Funeral Planning Authority
Barham Court
ME18 5BZ

Telephone: 0845 601 9619

e-mail: info@funeralplanningauthority.co.uk

Website: www.funeralplanningauthority.co.uk

Complaints relating to funeral services

National Association of Funeral Directors

618 Warwick Road
B91 1AA

Telephone: 0121 711 1343

e-mail: info@nafd.org.uk

Website: www.nafd.org.uk