Independent Complaints Resolution
As proud members of the National Association of Funeral Directors (NAFD) we are able to offer an independent complaints procedure to our clients if they feel that it is necessary to take their concerns further. We hope that if any of the families that we care for have any concerns or worries they would address them with us first, however by providing this service it allows them the opportunity to talk with an independent party if they wish to do so.
M. K. Ginder & Sons are bound by the terms of the NAFD’s Code of Practice. We are required to provide a very high level of service to all of our customers. If a complaint is raised, we are required to abide by the outcome of the NAFD Resolve process.
NAFD Resolve is operated on behalf of the NAFD by the Centre for Effective Dispute Resolution (CEDR) - an independent non-profit organisation and a registered charity with core business of helping disputing parties resolve conflicts and achieve better outcomes. This complaint resolution scheme is operated independently of our business and trade body and ensures that have confidence in the fairness and impartiality of the process.
There are three stages to NAFD Resolve. In most cases the aim is to resolve the majority of complaints long before they progress to stage three.
Stage 1 – NAFD Complaints Team
A complaint is brought to the NAFD’s attention by either a complainant or an NAFD member firm. The NAFD complaints team speaks to both parties to establish whether the complaint meets the NAFD Resolve eligibility criteria and whether there is a reasonable prospect that the matter can be resolved locally. It is often the case that the member of the public just wants to talk through the matter with someone other than the funeral director.
Stage 2 – Conciliation
Where it is clear that all reasonable steps have been taken by the Funeral Director, or the client simply requests to move to Stage 2, an independent qualified Conciliator is appointed to help resolve the matter.
The Conciliator invites both parties to explain what happened and listens to each version of events separately. Everything disclosed by the parties is treated as confidential, which allows the parties to be open about how they feel and what it is they want from the situation. The Conciliator then shuttles between the parties with a view to making recommendations for an agreed settlement.
Stage 3 - Adjudication
Progressing to the final stage of Resolve is only necessary for the most challenging complaints. Adjudication involves the appointment of another independent dispute resolution specialist, this time to preside over the dispute in a quasi-judicial capacity. The adjudicator listens to both sides but this time they do not seek agreement from the parties. Instead, they make a final decision which the complainant can either accept (in which case it becomes legally binding) or refuse (in which case the process ends without an award).
To contact NAFD Resolve for further information please visit: www.nafd.org.uk/resolve or contact them on 0121 711 1636 or via resolve@nafd.org.uk.
NAFD Resolve, 618 Warwick Road, Solihull, West Midlands B91 1AA
Independent Funeral Advice
As proud members of The National Society of Allied and Independent Funeral Directors (SAIF) we are happy to provide Independent Funeral Advice to our clients, our prospective clients and clients of other Funeral Directors looking for advice.
The Funeral Advice website will provide you independent advice regarding:
- Choosing a Funeral Director
- Arranging a Funeral
- Registering the Death
- Understanding Costs and Charges
- Planning the Day of the Funeral
- What to do afterwards
- Support and Guidance Services
Plus, much more details on the services available to you and your family at this time.
At M. K. Ginder & Sons we pride ourselves on providing as much information to our families as possible and answering any questions they may have. If you have a question or concern that is not covered by our website or the Funeral Advice website, please do not hesitate to ask a member of our team who will endeavour to get the answer for you.
Dealing with the loss of a loved one, arranging their funeral and coping with bereavement can be very difficult. Our aim is to make a difficult time, a little bit easier.
