1. Purpose and scope

This procedure explains how Abercorn Funeral Services receives, investigates, responds to and learns from complaints. It applies to complaints about our staff, premises, care of the deceased, funeral arrangements, services, products, charges or anyone acting on Abercorn’s behalf. The Funeral Manager is responsible for ensuring the procedure is followed.

2. How a client can complain

A complaint may be made by the client, an authorised representative or another person directly affected. It can be made in person at any Abercorn office, by telephone, through our website contact form, by email to info@abercornfuneralservices.co.uk, or in writing to:

Postal complaints  Funeral Manager, Abercorn Funeral Services, 204 Piersfield Terrace, Edinburgh EH8 7BN.

The complainant should provide, where possible, their name and contact details, the deceased person’s name, what happened, when and where it happened, the people involved and the outcome they are seeking. A person who has difficulty making a written complaint will be offered help to record it. Anonymous complaints will be considered where enough information is available.

3. When a complaint is received

The staff member receiving the complaint must:

• listen calmly, show empathy and apologise for the distress caused without prejudging responsibility;
• ensure any immediate risk to the deceased, ashes, family, staff, premises or records is made safe;
• notify the Funeral Manager promptly and record the complaint in the complaints register and the relevant Funeral Go record;
• preserve all relevant documents, messages, CCTV, photographs and other evidence; and
• avoid argument, blame, alteration of records or promises about the eventual outcome.

A straightforward concern may be resolved immediately if the complainant is satisfied. The concern and action taken must still be recorded. A serious matter, repeated issue or unresolved concern must proceed as a formal complaint.

4. Acknowledgement and responsibility

Abercorn will acknowledge a formal complaint within three working days. The acknowledgement will confirm who is handling it, the main issues understood, any further information required and when a full response is expected.

The Funeral Manager will appoint an appropriate investigator who was not directly involved wherever practicable. If the complaint concerns the Funeral Manager, a director or other senior person not involved will oversee it. Conflicts of interest must be declared and managed.

5. Investigation

The investigator will act proportionately and fairly. They will:

• review the complaint, Funeral Go, arrangements, estimates, invoices, registers, correspondence and relevant policies;
• speak separately with the complainant, staff and relevant third parties where necessary;
• establish the facts, identify any Code or procedure failure, and keep a dated investigation record;
• protect confidentiality and share information only where needed; and
• consider both the requested outcome and any wider risk or learning.

6. Response and timescale

Abercorn will genuinely attempt to resolve the complaint within a reasonable time and aims to issue a full written response within 20 working days. If this is not possible, the complainant will receive an update explaining the reason, work still required and a revised response date.

The written response will summarise the complaint, explain what was investigated, set out the findings and reasons, state whether the complaint is upheld in full, in part or not upheld, and describe any remedy or improvement action. Where Abercorn has fallen short, the response will include a sincere apology and proportionate action, which may include correcting an error, completing or repeating work, refunding an appropriate charge, retraining staff or changing a procedure.

7. External routes

If the complainant remains dissatisfied, or prefers not to complain to Abercorn first, they may contact:

• any trade association of which Abercorn is a member, where applicable; or
• the Inspectors of Burial, Cremation and Funeral Directors at burialandcremation@gov.scot.

Abercorn will cooperate fully with any lawful external investigation and will preserve and provide relevant records.

8. Mandatory notification to inspectors

Within 28 Days Where a complaint made to Abercorn relates to a breach of the Scottish Government Funeral Director Code of Practice or to the care of the deceased, the Funeral Manager must inform the inspectors within 28 days of the complaint being made. This applies whether or not the complaint has been resolved locally.

The notification and any response from the inspectors must be retained with the complaint record. Notification does not replace Abercorn’s own investigation or written response to the complainant.

9. Records, confidentiality and learning

Every formal complaint will have a complete audit trail in the complaints register and relevant Funeral Go record, including dates, people involved, evidence, notifications, findings, correspondence, remedy and completion. Records will be stored securely, accessed only by authorised personnel and retained in line with Abercorn’s data-protection and retention procedures.

The Funeral Manager will review complaints for patterns, overdue actions and lessons. Agreed improvements will have an owner and completion date and will be checked to closure. Learning will be shared with staff without disclosing unnecessary personal information.

10. Publication and review

This procedure will be available on Abercorn’s website and supplied in paper or electronic form as soon as reasonably practicable on request. It will be reviewed annually and after any serious complaint, inspection finding or change in requirements.

Reference framework

• Burial and Cremation (Scotland) Act 2016, section 97.
• Scottish Government Funeral Director Code of Practice, paragraphs 73-76.
• UK GDPR and Data Protection Act 2018.