Terms of Business (Not for Funeral Plan Customers)

Once you have been provided with a printed estimate of costs tailored to your individual requirements, we will discuss the payment terms with you. Please be aware that once we confirm funeral arrangements with you and a date has been confirmed we will require a 50% deposit within the first 48 hours.

Please note that if you make any changes during the arrangements this may affect the final balance due on your account.

The remaining balance should be paid in full within one calendar month of the funeral date. You will receive a final invoice with a full breakdown of the funeral account one week after the funeral has taken place.

Payment can be made in branch, over the phone or by direct bank transfer

We accept the following methods of payment

• Credit/debit card (we presently do not accept American Express)
• Cheque
• Bank transfer (if preferred method we will provide you with account details)
• Cash (if paying for a pre-paid funeral plan in cash we will require photographic I.D and proof of address).

If you have opted for a direct cremation or Hearse Only funeral:

Payment must be made in full within the first 48 hours of confirmation of booking using one of the above listed methods of payment.

It is important to note that at need funerals where the account is settled in full prior to the funeral taking place a £200 discount will be applied to the final balance.

Complaints Policy

Our promise

We believe we offer the highest quality service at the best price and pride ourselves on caring for families in the local community with dignity, care and respect since 1926.

Should we fall short of our promise and fail to meet your expectations we have created clear information on how to raise a complaint and escalate it to the appropriate persons should you feel you need to.

We take any complaints or negative feedback very seriously and aim to resolve these effectively and in a timeous manner. All complaints are treated confidentially.

In the first instance
We ask that you make your complaint to the Funeral Manager. You can contact them in writing at the address below:

M&F Funeral Services

8 Lochend Road South

Musselburgh

EH21 6BD

Once your complaint is received you can expect an acknowledgement of receipt within 3 working days and we aim to have all complaints resolved within 28 days.
Complaints must be made by the client who has instructed and signed the funeral arrangement contract with us.

To escalate a complaint:
M&F Funeral Services aim to resolve any complaints made efficiently and to the client’s complete satisfaction, however, should you feel that we have not been able to you can take the following steps.

By contacting NAFD (National Association of Funeral Directors) of which we are a member by filling in their complaints form here:  Complaint Form | National Association of Funeral Directors
Please note, the NAFD will only investigate a complaint if the internal complaints procedure of the Funeral Directors has been thoroughly exhausted.

Further Steps:

If you have not had a resolution to your complete satisfaction through the above means you can contact the Scottish Government Inspector of Burial, Crematoria and Funerals by visiting the Governments website.  Scottish Government Code of Practice – Complaints