John Stoddart & Sons

If you have a complaint: If you feel that we have fallen short of your expectations in any way, we’d like to know so we can put things right for you. Ways to Complain: •By telephone on 01383 721284 •By email at: enquiries@johnstoddartfunerals.co.uk •By post: John Stoddart & Sons, 107 New Row, Dunfermline, Fife, KY12 7DZ We will do all we can to resolve your complaint by the end of the next working day. If we can’t do this, we will acknowledge your complaint in writing within 5 working days, and endeavour to send you a final response within 21 working days of receipt. Taking your complaint further In the event of a complaint made against the funeral director the client may also raise a complaint with the: •National Association of Funeral Directors (NAFD), which is a trade association we are a member of; or •Inspectorate of Burial, Cremation and Funeral Directors. National Association of Funeral Directors (NAFD) Since we are members of the NAFD, you can reach out to them if you are still unhappy. They have a service called NAFD Resolve that helps with funeral consumer complaints. NAFD Resolve is an independent funeral complaints service. It’s free and easy to use. Conciliation and adjudication services are provided by qualified professionals from the Centre for Effective Dispute Resolution (CEDR). You can find more information or details on how to make a complaint here: www.nafd.org.uk/complaints/how-the-nafd-handles-complaints/. Inspectorate of Burial, Cremation and Funeral Directors We adhere to the Funeral Director Code of Practice. The Code applies to all funeral directors carrying out the functions of a funeral director in Scotland and is licenced by the Inspectorate of Burial, Cremation and Funeral Directors. You can make a complaint to them by emailing: burialandcremation@gov.scot