Our Promise
We promise to treat bereaved families and their deceased loved ones with compassion, dedication, integrity and respect at all times. These have been the core values of our family for over 50 years and should direct our behaviour in every circumstance.
Should we ever fall short of these standards we want to make it as simple as possible for you to raise a complaint.
Here is our promise to you:
All complaints will be dealt with seriously, confidentially, and promptly.
We commit to learn from any complaints and will always use them to review and improve our service.
If you wish to make a complaint you can contact our Partner with responsibility for compliance, Ewan Dow, in any of the ways listed below:
By email: ewan.dow@ewingfuneralservice.com
In writing to –
Ewan Dow
Ewing Funeral Service
Dùil-innis114 Main Street,
Kelty.
KY4 0AL
By phone – Tel 01383 831351
Your complaint will be acknowledged within 3 working days and fully investigated within 7 working days.
Please note: Complaints can only be made by the person who has instructed and agreed the funeral arrangements contract with us.
Should we fail to resolve your complaint directly with you, you can contact our Professional Trade Body, The National Association of Funeral Directors, in any of the ways listed below.
By email – info@nafd.org.uk
In writing to –
NAFD LTD
618 Warwick Road
Solihull
B91 1AA
By phone – Tel: 0121 711 1343
Or click here to be taken to the online NAFD Complaint portal.
Your complaint will be acknowledged within 7 days then fully investigated. Timescale for findings and final response will vary depending on each individual case and investigation.
Please note that The NAFD will not investigate a complaint unless the internal complaints procedure of the Funeral Directors has been exhausted.
Further next steps
If you are not satisfied by the outcome of your complaint to the NAFD you may contact the Scottish Government Inspector of Burial, Cremation and Funeral Directors directly.
Their contact information can be found by clicking here.