Our Standards

Calder Moore Funeral Directors set ourselves the highest standards when it comes to the provision of services to our clients, and also to the deceased persons in our care.  We are committed to being open and transparent on all aspects of our funeral provision, including how we care for the deceased person, charges for our services and also disbursements (third party costs).  We strive to offer the highest professional standard on every occasion, however, should we ever fall short we promise to make it as simple as possible for you to raise any concerns or make a complaint.  

If You Wish to Complain

If you wish to make a complaint we will work with you to establish the detail and circumstances of your complaint.  We can be contacted by:

Post:
Calder Moore Funeral Directors Ltd
56 Magbiehill Park
Dunlop Road
Stewarton
KA3 3ES

Email: info@caldermoorefuneraldirectors.co.uk

Tel: 07450 204095

Complaints can only be made by the person who instructed and agreed the funeral arrangements contract with us or a person acting with the appropriate authority on behalf of that person.

We have a four-stage complaints process:

Stage 1 – Acknowledgement
Within 3 working days of receiving a complaint, we aim to have acknowledged the complaint in writing via email or post.

Stage 2 – Investigation
During this stage, we may request further information to enable us to fully understand the complaint and to commence our investigation.

Stage 3 – Discussion and Resolution
Within 20 working days of receiving the complaint, our investigation should be completed and a suitable resolution proposed to you

Stage 4 – Appeal
If the proposed resolution is not accepted, an Appeal should be communicated to us in writing within 14 days of receipt of the proposed resolution.  We will review the Appeal and communicate any final response.

Should we fail to resolve your complaint directly you can contact our professional trade body, The National Society of Allied and Independent Funeral Directors (SAIF) where the SAIF Consumer Protection Scheme provides a robust set of procedures to bring complaints to a satisfactory outcome for both parties – our SAIF Membership Number is 3338:

Post:
The National Society of Allied & Independent Funeral Directors
SAIF Business Centre
3 Bullfields
Sawbridgeworth
Hertfordshire
CM21 9DB

Tel: 0345 230 6777 or  01279 726777

Website: www.saif.org

Inspectorate of Burial, Cremation and Funeral Directors
We adhere to the Funeral Director Code of Practice (“the Code”).  The Code applies to all funeral directors carrying out the functions of a funeral director in Scotland.  You can make a complaint to them by emailing: burialandcremation@gov.scot We aim to be professional and courteous at all times in our dealings with you, and we expect the same in return when you are engaging with us.