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Miles & Daughters, NAFD

We are proud to be full members of the oldest and largest professional trade group for funeral directors - the National Association of Funeral Directors.

The Association was founded in 1905 as The British Undertakers' Association, becoming The National Association of Funeral Directors in 1936 and, as such, has stood for all these years as the lead body in Funeral Service, supporting and campaigning for higher standards within the profession and the rights of all Funeral Directors and their Clients. Adam Miles was elected National President of the Association in 2003, thus becoming the youngest president in the history of the Association.

Members agree to strictly abide by a code of practice, originally written in consultation with the Office of Fair Trading. The Association also provides an arbitration and conciliation scheme to serve the bereaved in the event of any dispute regarding the service that they have received from their funeral director.

NATIONAL ASSOCIATION OF FUNERAL
DIRECTORS CODE OF PRACTICE

  1. To observe strictly the confidence of every client at all times
  2. To observe at all times the basic rights of clients as consumers
  3. To render good service at all times and make fair charges in respect of services rendered and for merchandise supplied
  4. To ensure that advertising and marketing is always in good taste. No sensational, offensive or misleading advertising or marketing is permitted
  5. To provide clients with full and fair information about services. To have readily available price lists covering The Simple Funeral Service, and itemised charges for all the constituent parts of the funeral director's services and all types of coffins and caskets available
  6. To display the price lists referred to in (5) above in the public area of all funeral premises
  7. To give a written estimate of the funeral director's charges and disbursements to be paid on a clients behalf, together with written confirmation of the funeral arrangements in each and every case, as soon as is practicable before the day of the funeral. No contractual agreement will have been entered into until these documents have been accepted by the client
  8. To provide clients with an itemised account in a form readily comparable with the estimate
  9. To refrain from soliciting funeral orders, or offering, or giving any reward for recommendation to persons or organisations such as Health Service establishments, Nursing Homes or Coroners Offices, etc
  10. To display to the general public the logos of the National Association of Funeral Directors and the Funeral Arbitration Scheme, and to have copies of the Code of Practice and Funeral Arbitration Scheme leaflets on display and available to take away
  11. To co-operate at all times with Trading Standards Offices, Citizens Advice Bureaux, consumer support groups and any other organisation representing clients in the resolution of complaints or disputes
  12. To partake in, and abide by, the decision of the conciliation, independent arbitration and Disciplinary Committee procedures of the Association in the resolution of any complaints or disputes between client and funeral director(s)

THE FUNERAL ARBITRATION SCHEME

The vast majority of funerals are carried out to the satisfaction of clients, The National Association of Funeral Directors, through its Funeral Arbitration Scheme, provides a dedicated procedure for clients who feel they have not received the service they desired. The first stage is for the client to contact the funeral director to resolve the issues they have about the service received. If the client is unable to reach a resolution of the issues with the funeral director, they should then contact the Funeral Arbitration Scheme at 618 Warwick Road, Solihull, West Midlands B91 1AA which provides independent conciliation and arbitration through the Chartered Institute of Arbitrators