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F.O.S
FUNERAL OMBUDSMAN SCHEME
CODE
OF PRACTICE
1 General
Conduct
1.1 Members shall conduct themselves in a sensitive, dignified,
courteous and professional manner
in all dealings with clients, taking into account their religious
and cultural needs.
1.2 They shall provide the highest professional standards
of service for their clients.
1.3 They shall treat as confidential all information obtained
in relation to their clients.
1.4 They shall not exploit or exert undue pressure on their
clients.
2 Advertising and Marketing
2.1 Advertising shall comply with the British Code of Advertising
Practice, the British Code of Sales
Promotion Practice, the ITC Code of Advertising Standards and Practice,
the Radio Authority Advertising
and Sponsorship Code and any other relevant codes or legislation.
2.2 Members shall not solicit instructions for funeral services
or engage any other person, partnership
or company to behave in such a manner as to prejudice the professional
status of members.
3 Information and Choice
3.1 Members shall provide a showroom (or if not reasonably practicable,
a brochure) showing a selection
of at least four types of coffin at various prices, including a
plain and inexpensive type.
3.2 Before giving a written estimate Members shall explain to clients
the range and cost of funerals
provided by them, including a simple, basic funeral, details of
which shall be freely available.
3.3 They shall give advice to clients about the registration of
the death and other actions to be taken
by the client in relation to the death and funeral.
4 Prices
4.1 Members shall prominently display price lists giving details
of the various services provided and
shall make copies of such price lists openly available for clients
to take away.
4.2 All prices for goods and services shall be fair and reasonable.
5 Estimates and Invoices
5.1 Members shall provide clients with a written estimate at the
time of arranging the funeral or, if
it is impossible then, as soon as is practicable before the day
of the funeral. They shall give
them with the estimate a copy of the Code of Practice.
5.2 An estimate shall be itemised and give at least the following
details: professional fees, coffin (including
fittings and interior), embalming, hearse, limousine. It shall also
give details of disbursements
(e.g. fees of cemetery, crematorium, doctor, minister of religion)
where that is practicable; otherwise
it shall give as accurate an approximation as possible and make
it clear that such sums may
be subject to later variation.
5.3 Members shall not charge to the client any expenditure in addition
to the sums in the estimate
unless the client has expressly authorised it.
5.4 Where clients vary their instructions resulting in an increase
or reduction in the quoted price.
5.5 Members shall provide where practicable another written estimate
for the clients showing the
variation in price. Members shall provide clients with itemised,
written invoices after completing
the agreed funeral service. The invoice will be for the amount specified
in the written estimate as varied
by any later written estimate. However, where the estimate made
it clear that certain disbursements
might be varied, the invoice shall give details and an explanation
of any such variations.
5.6 Where Members intend to charge interest for late payment of
the amounts due, this must be
clearly indicated in the written estimate including the rate of
interest to be charged.
6 Premises
6.1 The premises, vehicles and equipment used to provide the funeral
services shall be clean and
maintained to a satisfactory standard. They shall comply with all
relevant legislation on health,
safety and hygiene.
6.2 Members shall provide adequate and dignified preparation rooms
and facilities for the deceased
and shall treat the deceased with sensitivity and respect.
6.3 They shall provide viewing rooms which they will make readily
available for family and friends to
pay their last respects, and a chapel where practicable.
Not applicable
to the DSS Basic Funeral Package.
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