Cont.

7     Related Services
       Members shall provide, or be able to refer clients to other businesses which can provide        monumental, floral and catering services. Where Members provide these related services,        whether personally or through sub-contractors, this Code shall apply to such services too.

8     Cooperation
       Members shall cooperate with organisations representing clients including Citizens Advice        Bureaux and local authorities.

9     Staff
9.1  Members shall train their staff in client relations and shall encourage and train them to        obtain relevant qualifications.
9.2  They shall instruct their staff in the contents of the Code, including the complaints        procedure set out in
       para 11, and ensure that their staff comply with its provisions.

10   Publicity
10.1 Members shall prominently display the Scheme logo and a copy of this Code.
10.2 They shall make openly available copies of this Code and of the leaflet published by the        Scheme for clients to take away.

11   Complaints
11.1 Members shall have a formal, internal complaints procedure with a director or other senior        manager designated to handle complaints and to make the final decision about them.
11.2 Members shall include in or send with their price lists and invoices an address to which        any correspondence may be sent.
11.3 Where clients are dissatisfied with the services provided by a Member, they must first        complain in writing to the Member.
11.4 The Member shall reply to the client promptly, and then investigate the complaint and give        the client a written report of the outcome of the investigation as soon as practicable.
11.5 If the client is not willing to accept the explanation or offer of a settlement by the Member,        the client may refer the complaint to the Scheme by writing to:-
                                                                   
                                                       The Scheme Manager,
                                                       The Funeral Ombudsman Scheme
                                                       26-28 Bedford Row,
                                                       London WC1R 4HE.

11.6 The Scheme Manager will act as conciliator between the Member and the client and try to        resolve the dispute.
11.7 If conciliation fails, the matter will be placed before the Funeral Ombudsman for a decision.        The decision will be binding on the Member but not on the client who will be free to take        other steps such as legal proceedings if the client thinks it appropriate.
11.8 If the Funeral Ombudsman decides in favour of the client and the Member fails to comply        fully with that decision, the Funeral Ombudsman shall report the Member to its        professional association (if any). He may also take whatever further action is thought        appropriate in accordance with the terms of the Scheme, for example, publicise the        non-compliance by including in his Annual Report the name of the Member and details of        the complaint.

12   Definitions
12.1 "Client" means a client or potential client. 12.2 "Coffin" includes a casket.
12.3 "Estimate" includes a quotation and means an offer by the Member to provide the specified        services for the specified price.
12.4 "Member" means a member of the Scheme. 12.5 "Simple, basic funeral" comprises:

• making all necessary funeral arrangements and providing professional advice
• removal of the deceased to a suitable resting place allowing 10 running miles within normal working hours
• provision of a simple, veneered coffin and conveyance by hearse direct to a local cemetery or crematorium
• providing the funeral director and all necessary staff
• all necessary disbursements