Complaints handling procedure – funeral providers

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You must have written procedures for dealing with customer complaints. The procedures must contain:

  • the name or position/title of the person who receives customer complaints 
  • contact details for this person 
  • times and places complaints can be given at, which must not unreasonably restrict the customer’s ability to complain.

You must immediately provide a written copy of the complaint-handling procedure to any customer who wishes to make a complaint.

View our Sample complaints handling procedure for funeral providers.