Consumer Information
Complaints, Customer Care & Consumer Information Policy
Scottish Muslim Funeral Services โ resolving concerns fairly, promptly and transparently.
Gardens of Serenity
Scottish Muslim Funeral Services โ resolving concerns fairly, promptly and transparently.
Published on our website and available free of charge on request. This document forms part of our commitment under the Scottish Funeral Director Code of Practice and the CMA Funerals Market Investigation Order 2021.
Scottish Muslim Funeral Services is committed to providing a professional, compassionate and respectful service to every family we care for. This policy explains how we handle complaints, the standards of care you can expect, and the consumer information we make available to you.
Scottish Muslim Funeral Services is committed to providing a professional, compassionate and respectful service to all the families we serve. We recognise that, on occasion, things may not go as expected. This policy sets out how any concern or complaint will be resolved fairly, promptly and transparently.
This policy complies with the Scottish Funeral Director Code of Practice, the CMA Funerals Market Investigation Order 2021, and all relevant consumer-protection legislation. It is published on our website and is available free of charge on request.
We are committed to ensuring that every family who deals with us will:
If you are unhappy with any aspect of our service, you may make a complaint by telephone, by email, by letter, in person, or online using our complaint form. You can contact us using the details below:
We will acknowledge your complaint within 5 working days of receiving it. We will investigate the matter fully and provide a written response within 20 working days. If we need more time to complete our investigation, we will explain why and advise you when you can expect a full response.
If you remain dissatisfied following our Stage One response, you may ask for the matter to be reviewed by a senior manager or director who has not previously been involved in considering your complaint. We will provide a further written response, normally within 20 working days.
If your complaint cannot be resolved to your satisfaction, you may seek independent advice or refer the matter, where appropriate, to:
Nothing in this policy or our complaints procedure affects your statutory legal rights.
In line with the CMA Funerals Market Investigation Order 2021, we will:
Our pricing is transparent, with no hidden charges. We clearly distinguish between our own charges and third-party disbursements (costs we pay on your behalf, such as burial or interment fees). Our prices are updated whenever they change, and current pricing information is always available in our office and on our website.
In every aspect of our work we will:
We keep confidential records of all complaints, including the investigation carried out, the actions taken, the outcome, and any improvements made as a result. These records are retained in accordance with our data-protection obligations.
We review complaints regularly to identify any trends and to make improvements to our service.
The following information is always available on our website:
We welcome families of every faith and none. We provide our services fairly, respectfully and without discrimination.
This policy is reviewed annually, or sooner if there is a change in legislation, the Scottish Funeral Director Code of Practice, or the CMA Funerals Market Investigation Order.
This policy sits alongside the other documents we maintain under the Scottish Funeral Director Code of Practice:
We are here to listen and to help โ 24 hours a day, 7 days a week. Please do get in touch.