How to Make a Complaint

How Do I Make a Complaint? 

Provision of our Funeral Services

We care passionately about the families we look after and are fully committed to providing the highest level of customer service, but there may be times that we don’t quite get it right. If you feel we have not met your needs then we will try to resolve this as quickly as possible. 

To make a complaint please write to us in the first instance to :

The Funeral Manager
M&F Funeral Services Ltd
8 Lochend Road South
Musselburgh
East Lothian
EH21 6BD

We aim to respond to your complaint within 5 working days of receipt of your letter and to have it resolved within 28 days.  

Funeral Plans

If you have a complaint in relation to the Funeral Plan you purchased, please write to us in the first instance to 

The Funeral Manager
M&F Funeral Services Ltd
8 Lochend Road South
Musselburgh,
East Lothian 
EH21 6BD

If we cannot resolve your complaint immediately, we will send you an acknowledgement within 5 working days of receipt of you letter confirming at the same time that you will hear further from us within 4 weeks.

If you are unhappy with our response or we do not resolve your complaint within 8 weeks, you may then be able to refer the matter to the Financial Ombudsman Service, Exchange Tower, London, E14 9RS. Telephone 0800 023 4567. Email complaint.info@financial-ombudsman.org.uk Website: www.financial -ombudsman.org.uk