How to Complain

Our customer commitment

We aim to provide the highest possible standards of service at all times. We do however appreciate that from time to time things can go wrong. If we do not meet your expectations or you are dissatisfied with our service or products we want to hear from you.

We aim to ensure that:

Making a complaint is as easy as possible
We deal with your complaint promptly and in confidence
We ensure you receive a fair outcome
We learn from complaints and use the feedback to improve our service

How to make a complaint

You can make a complaint by the following methods:
In writing: Fosters Family Funeral Directors, 2 Forbes Drive, Heathfield, Ayr, KA8 9FG
By e-mail: complaints@fostersfuneraldirectors.com
By telephone: 0800 121 8090
Lines are open 08.00-22.00 Monday to Friday and 09.00-13.00 on Saturday

We will

Acknowledge your complaint within 5 working days of receipt
Investigate your complaint and aim to provide a final response within 4 weeks but no later than 8 weeks from the date of receipt. If we are unable to resolve your complaint within 4 weeks we will provide you with a written update

What to do if you are not happy with the outcome

We want to resolve your complaint and provide you with a fair outcome. If we can’t reach agreement you can refer your complaint to the appropriate regulatory or trade body.

Complaints relating to Funeral Plans
Funeral Planning Authority
Barham Court
ME18 5BZ
Telephone: 0845 601 9619
e-mail: info@funeralplanningauthority.co.uk
Website: www.funeralplanningauthority.co.uk

Complaints relating to Funeral Services
National Association of Funeral Directors
618 Warwick Road
B91 1AA
Telephone: 0121 711 1343
e-mail: info@nafd.org.uk
Website: www.nafd.org.uk