How to Make a Complaint

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,
    Customer Service Department,
    240 Glasgow Road,
    Rutherglen,
    Glasgow
    G73 1UZ
  • By e-mail: ¬†complaints@fostersfuneraldirectors.com
  • By telephone: 0800 121 8090 – lines are open 08.00-20.00 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 weren’t able to reach agreement with you, you can refer your complaint to the appropriate regulatory or trade body.

Complaints relating to Funeral Plans

Funeral Planning Authority,
Barham Court,
Teston,
Maidstone,
Kent,
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,
Solihull,
B91 1AA

Telephone: 0121 711 1343
e-mail: info@nafd.org.uk
Website: www.nafd.org.uk

Testimonials

Lynn was excellent throughout. Thank you.

Robert, Perthshire

You made a difficult time so very much easier with your kindness and attention to detail.

David, Perthshire

I felt that you would do all that you could to help and that we mattered to you.

Laura, Perthshire

I received excellent customer support - thank you so much! It was just amazing and totally professional.

Marc, Perthshire

A big thank you to Lynne for everything she did for us to arrange our Dads funeral. She is such a compassionate person, a credit to Fosters.

Scott, Perthshire

To all the staff I would like to say a massive thank you for all your help and assistance.

James, South Lanarkshire

You all made such a difficult experience that wee bit easier by going above and beyond for my mum. On behalf of myself and my family thank you xxx

Natalie, South Lanarkshire

Hayley, thank you so much for all the care attention you showed our family at this difficult time. Can I also say that all of your staff were kind, courteous and very patient on the day of mum's funeral. Everyone was very professional and caring.

Robert, Edinburgh

During this time you have been a tower of strength for my family & always at hand for anything we needed. I would have been lost without your support. Thank you.

Terry, South Lanarkshire

Testimonials

I felt that you would do all that you could to help and that we mattered to you.

Laura, Perthshire

To all the staff I would like to say a massive thank you for all your help and assistance.

James, South Lanarkshire

You made a difficult time so very much easier with your kindness and attention to detail.

David, Perthshire

Lynn was excellent throughout. Thank you.

Robert, Perthshire

I received excellent customer support - thank you so much! It was just amazing and totally professional.

Marc, Perthshire

During this time you have been a tower of strength for my family & always at hand for anything we needed. I would have been lost without your support. Thank you.

Terry, South Lanarkshire

A big thank you to Lynne for everything she did for us to arrange our Dads funeral. She is such a compassionate person, a credit to Fosters.

Scott, Perthshire