National Federation of Funeral Directors

Code of Practice

This document sets out the standards and conduct expected of all NFFD funeral director Members.


The funeral director(s);

  1. shall act in a courteous, sensitive, dignified and professional manner and must not pressurise or exploit customers in the often difficult circumstances, following a bereavement;
  2. shall at all times, offer the best advice and provide the best possible service, in accordance with the charges made to the customer;
  3. shall respect the confidential nature of the information given to them and only use that information for its required purposes;
  4. members of Category A, shall disclose the ultimate ownership of their funeral business, on premises including branch offices, which is in a visible position to the public and on letterheads and publicity material;
  5. shall do no liable act to bring the funeral profession into disrepute.

The funeral director(s) shall ensure, that any marketing or advertising which they undertake, will not bring the Federation, or the funeral profession, into disrepute. Such advertising;

  1. should always be in good taste;
  2. should be of legal, decent, honest and truthful capacity and must comply with all requirements of the British Code of Advertising Practice (BCAP);
  3. should only include third party endorsements, or sponsorships which have been specifically approved by that third party.


The funeral director(s);

  1. must have available, prominently on public display in the premises, price lists and information about the services available.
  2. shall use best practice to ensure that the client understands the range of services offered, the prices and also any known disbursements. Disbursements being the fees to be paid out on behalf of the client, to Doctors, Ministers, the cemetery or crematorium authorities and other third parties involved;
  3. must always inform the client in writing, either at the time of making the arrangements or with the estimate, of the terms and conditions on which services will be provided. These terms and conditions must be drawn up, in line with the Unfair Terms and Consumer Contracts Regulations 1999;
  4. shall give guidance, on any action to be taken by the customer, with regard to certification and registration of the death. The funeral director(s) must also give the customer guidance on the availability of relevant Government benefits and the general requirements of insurance companies and such like.

The funeral director(s);

  1. shall in all cases, provide a written confirmation of the funeral arrangements and a written, itemised estimate of all funeral charges (consistent with the price list) and all disbursements known at the time of making the arrangements. The estimate shall make it clear that the client has all personal responsibility for the funeral charges;
  2. shall always obtain written acceptance of the estimate from the customer and the proposed funeral arrangements which will complete the contractual arrangements for the funeral.
  3. in circumstances where disbursements may not be known in advance of the funeral, the funeral director(s) shall give a best estimate of such disbursements on the written estimate. The actual amount of such disbursements shall be detailed and shown in the final account.
  4. in the event of a funeral not taking place on the date specified to the customer, the funeral director shall repay to the customer, within thirty days of the date on which the funeral was to be performed any advance payment, deposit or pre-payment made by them, less any amounts which were paid by the funeral director to third parties. These payments (eg. cremation fees) are pursuant to the funeral contract and for which the customer has received goods or services.


  1. the funeral director(s) shall provide the client with a detailed and itemised final account using descriptions that the public will understand.


  1. members of the NFFD shall prominently display, in a public area of the premises, the Code of Practice Principles.


  1. the choice of funeral director(s) to carry out their profession, should always be the prerogative of the family concerned. When two funeral directors are called at the same time to attend to a family in bereavement, both should show a willingness to withdraw, leaving the choice to the family. When a funeral director(s) is called to remove a deceased in the event of a sudden or accidental death, or in any other circumstances by a third party, the funeral director(s) should, if the family so wish, resign the arrangement of the funeral to a funeral director(s) of their choice.
  2. the funeral director(s) shall provide their employees with training, including training on the provisions of the Code and the legal obligations to consumers. This should include written guidance, which ensures that clients are given sufficient information to make informed decisions about entering into funeral arrangements.
  3. the funeral director(s) shall have in place, arrangements for dealing with all customer enquiries before a contract has been agreed. This should also continue after agreeing arrangements with the customer, after the funeral has been performed and after payment.


  1. the funeral director(s) shall appoint a designated senior person to deal with complaints from customers and have a formal written complaints procedure.