Our Commitment to the NAFD UK Funeral Director Code

Mears Family Funerals 'Commitment to the NAFD UK Funeral Director Code

1st September 2026 by Mears Family Funerals  

When a family appoints a funeral director, they place an extraordinary level of trust in that firm. They need to know that their loved one will be treated with dignity, that their wishes will be respected and that costs and choices will be explained clearly.

Mears Family Funerals is a member of the National Association of Funeral Directors (NAFD) and is committed to operating in accordance with its UK Funeral Director Code.

The Code establishes standards covering every stage of the funeral service, from the first call and transfer into care through to funeral arrangements, the handling of ashes, aftercare and complaints. For families, this provides meaningful reassurance at a time when professional, compassionate support matters most.

What is the UK Funeral Director Code?

The NAFD’s refreshed UK Funeral Director Code combines a core set of standards with mandatory enhanced requirements for NAFD members. It is designed to promote consistent, responsible practice and strengthen public confidence in the funeral profession.

Its central principles require members to:

• Act in the best interests of clients and prospective clients.
• Provide compassionate care that reflects each family’s individual needs.
• Protect the dignity of every deceased person.
• Act honestly, transparently and with integrity.
• Give families fair and comprehensive information about services and prices.
• Maintain appropriate governance, training and risk-management procedures.
• Respect equality, diversity, confidentiality and data-protection obligations.
• Welcome feedback and respond properly when concerns arise.

Some elements of the core Code have statutory force in Scotland. NAFD members elsewhere in the UK are expected to follow the core standards as recommended practice, together with the NAFD’s mandatory enhanced requirements.

Dignity and care at every stage

Respect for the deceased is at the heart of both the Code and our work.

From the moment a loved one is transferred into our care, families should be confident that clear identification, careful record-keeping and appropriate care procedures are being followed. The Code sets detailed expectations for transfers, personal effects, mortuary facilities, viewing arrangements and the dignified handling of cremated remains.

Our Basic Funeral Service, for example, clearly explains the transfer and care provided, preparation of the deceased, the coffin supplied and the staff and vehicles included. It also identifies services that are not included, helping families understand the arrangement before making a decision.

Clear choices and transparent prices

Bereaved families should never feel pressured into choosing services they do not need or cannot afford. The Code requires funeral directors to communicate in plain language and provide sufficient information for clients to make informed choices.

Mears Family Funerals publishes the principal features and prices of its Basic, Direct Cremation and Bespoke funeral options. Families can also access individual branch price lists online.

We explain whether quoted prices include or exclude third-party charges - often called disbursements - such as crematorium, cemetery and officiant fees. Before arrangements are confirmed, families receive a detailed estimate setting out our charges and the anticipated third-party costs.

This commitment to transparency continues throughout the arrangement. Any requested changes that could affect the final cost should be explained, recorded and agreed, enabling the final account to be compared with the original estimate.

Funeral arrangements centred on the family

The Code recognises that every deceased person and every bereaved family is different. Funeral directors must listen carefully, communicate sensitively and, wherever reasonably possible, carry out the client’s instructions.

Our role is to explain the available options without pressure. That may mean arranging a traditional funeral, a simple service, an unattended cremation, a burial, an international repatriation or a highly personalised celebration of life.

Families can speak with us in person, by telephone or remotely. Whichever approach they choose, our aim is the same: to provide clear guidance and help them make decisions that are right for their circumstances, beliefs and budget.

Training, accountability and continuous improvement

Compliance is not achieved simply by displaying a membership logo. It depends on trained people, effective procedures, accurate records and a willingness to keep improving.

The NAFD Code includes requirements relating to staff competence and continuing professional development. It also calls for appropriate systems governing matters such as identification, care, refrigeration, ashes, donations, confidentiality, complaints and business continuity.

NAFD member funeral homes are subject to the association’s monitoring arrangements. These can include on-site inspections, written reports, reviews of website information, examination of complaint data and targeted mystery shopping. More information is available from the NAFD’s guide to how it monitors members’ standards.

This independent oversight helps turn the Code from a written promise into an ongoing professional commitment.

Openness if something goes wrong

Families must also have a clear route for raising concerns. The Code requires members to maintain a written complaints procedure, respond fairly and provide access to an approved alternative dispute-resolution service where a matter cannot be settled directly.

The NAFD operates NAFD Resolve with the Centre for Effective Dispute Resolution. This gives eligible clients an independent route for resolving complaints that cannot be concluded with the funeral director.

We welcome both positive and negative feedback. Listening carefully allows us to recognise excellent service, address concerns and continue improving the support we provide.

Reassurance when it matters most

For Mears Family Funerals, following the NAFD UK Funeral Director Code means placing dignity, clarity, accountability and compassionate care at the centre of our work.

No code can remove the pain of bereavement. It can, however, give families greater confidence that their funeral director is working to recognised professional standards and is accountable for the service provided.

If you would like to discuss funeral arrangements, compare the available options or ask how we care for your loved one, please contact your local Mears Family Funerals branch. We will explain everything clearly and give you the time and support you need.