Customer Services
Your feedback matters
We Are Listening
Share Your Experience
We would be honoured to hear about your experience with Scottish Muslim Funeral Services. Whether it is a word of appreciation for our team, a suggestion for how we could do better, or a comment about our funeral service, every message is read and valued.
Your feedback is shared with our staff and helps us continually improve the care we provide to families in our community.
If something has gone wrong and you would like it put right, please use the Make a Complaint option so we can deal with it under our formal complaints procedure.
We take every complaint seriously. If any aspect of our service has fallen short, please tell us. We will investigate fairly and impartially, and you will never be disadvantaged for raising a concern.
We will acknowledge your complaint within 5 working days and provide a full written response within 20 working days, in line with our Complaints, Customer Care & Consumer Information Policy.
You may also complain by telephone on 0131 558 8012 or 07595 313 312, by email at [email protected], by letter, or in person at Scottish Muslim Funeral Services, 28 East London Street, Edinburgh EH7 4BQ.
Complaints, Customer Care & Consumer Information Policy
Published on our website and available free of charge on request. This document forms part of our commitment under the Scottish Funeral Director Code of Practice and the CMA Funerals Market Investigation Order 2021.
Scottish Muslim Funeral Services is committed to providing a professional, compassionate and respectful service to every family we care for. This policy explains how we handle complaints, the standards of care you can expect, and the consumer information we make available to you.
1.Purpose
Scottish Muslim Funeral Services is committed to providing a professional, compassionate and respectful service to all the families we serve. We recognise that, on occasion, things may not go as expected. This policy sets out how any concern or complaint will be resolved fairly, promptly and transparently.
This policy complies with the Scottish Funeral Director Code of Practice, the CMA Funerals Market Investigation Order 2021, and all relevant consumer-protection legislation. It is published on our website and is available free of charge on request.
2.Our Commitment
We are committed to ensuring that every family who deals with us will:
- Be treated with dignity, respect and compassion at all times.
- Receive clear information about our services and prices.
- Be dealt with in an open and honest manner.
- Have any complaint investigated fairly and impartially.
- See us learn from complaints to improve our service.
- Never be disadvantaged for making a complaint.
3.How to Make a Complaint
If you are unhappy with any aspect of our service, you may make a complaint by telephone, by email, by letter, in person, or online using the complaint form above. You can contact us using the details below:
- Telephone: 0131 558 8012 / 07595 313 312 (24-hour line)
- Email: [email protected]
- Address: Scottish Muslim Funeral Services, 28 East London Street, Edinburgh EH7 4BQ
- Website: scottishmuslimfuneralservices.co.uk
4.Complaints Procedure
Stage One
We will acknowledge your complaint within 5 working days of receiving it. We will investigate the matter fully and provide a written response within 20 working days. If we need more time to complete our investigation, we will explain why and advise you when you can expect a full response.
Stage Two
If you remain dissatisfied following our Stage One response, you may ask for the matter to be reviewed by a senior manager or director who has not previously been involved in considering your complaint. We will provide a further written response, normally within 20 working days.
5.Independent Advice
If your complaint cannot be resolved to your satisfaction, you may seek independent advice or refer the matter, where appropriate, to:
- Citizens Advice Scotland
- Trading Standards
- The Scottish Government Funeral Inspectorate
Nothing in this policy or our complaints procedure affects your statutory legal rights.
6.Consumer Information (CMA Requirements)
In line with the CMA Funerals Market Investigation Order 2021, we will:
- Display our Standard Accompanied / Unaccompanied Price List prominently on our premises and publish it on our website.
- Make our Additional Options Price List available to you.
- Display our payment terms.
- Clearly explain any third-party costs (disbursements).
- Provide a written estimate before arrangements proceed, wherever possible.
7.Pricing
Our pricing is transparent, with no hidden charges. We clearly distinguish between our own charges and third-party disbursements (costs we pay on your behalf, such as burial or interment fees). Our prices are updated whenever they change, and current pricing information is always available in our office and on our website.
8.Professional Standards
In every aspect of our work we will:
- Treat the deceased with dignity and respect at all times.
- Respect the religious and cultural practices of every family.
- Maintain confidentiality.
- Ensure our staff receive appropriate training.
- Comply with Scottish Government guidance and all relevant legislation.
9.Record Keeping
We keep confidential records of all complaints, including the investigation carried out, the actions taken, the outcome, and any improvements made as a result. These records are retained in accordance with our data-protection obligations.
10.Continuous Improvement
We review complaints regularly to identify any trends and to make improvements to our service.
11.Website Information
The following information is available on our website:
12.Equality
We welcome families of every faith and none. We provide our services fairly, respectfully and without discrimination.
13.Review
This policy is reviewed annually, or sooner if there is a change in legislation, the Scottish Funeral Director Code of Practice, or the CMA Funerals Market Investigation Order.