Choosing a funeral provider typically happens at one of the worst moments of your life, and if you’ve never had to organise a funeral before it’s unlikely that you’ll have a clear idea of what to look for or who you can trust with the care of your loved one.
Most people don’t realise that in England and Wales, funeral directors aren’t required to be legally registered or licensed. Without formal regulation, anyone can set up a funeral business – which is why it’s so important to know what ‘trustworthy’ looks like.
Trust really matters to us because we’ve built our reputation on the highest standards of service and the operation of high-quality facilities across the UK. We are one of the UK’s largest funeral and cremation service providers and we directly own and operate our own regulated funeral plan business, funeral directing teams, refrigerated mortuary facilities and crematoria across the UK.
We are proud to serve over 20,000 families a year across the Memoria Group; our funeral planning business has over 4,000 5-star reviews with an average score of 4.9 out of 5, which gives us the highest satisfaction level in the industry.
We strive to offer value, and our products, services and funeral plans are independently rated as the best in the market: consumer champion groups Fairer Finance and Funeral Solution Expert give us 5-star ratings, we are listed as the best direct cremation provider by Over 50’s Choices and featured as a Top Funeral Plan Provider by Money Saving Expert.
We don’t take our customers’ trust lightly, which is why we’re voluntary members of the Federation of Burial and Cremation Authorities (FBCA), the Institute of Cemetery and Crematorium Management (ICCM), and an associate member of the National Society of Allied and Independent Funeral Directors (SAIF). This means we’re required to follow a code of practice and submit to regular inspections – and you can verify our membership directly on their websites.
We ensure that every area of our business upholds the Memoria Standard and we frequently do in-person checks on all our local funeral director partners to ensure they also share our standard of excellence. This is our Memoria Care Promise to all our customers and our commitment to provide clear guidance, expert support and care – every step of the way.
If you’re thinking ahead, we also offer prepaid funeral plans through Memoria Funeral Plans Limited, who are authorised and regulated by the Financial Conduct Authority. This means that your money is protected by the Financial Services Compensation Scheme (FSCS). You can check your funeral plan providers details on the FCA’s register before signing up.
‘I learned early in my career what a good funeral means to the families who place an enormous amount of trust in funeral professionals.
When a funeral is done well it gives an immense sense of closure, gratitude and relief. This is something we get one chance to do right: a funeral is unlike anything else, you can’t take it back, you can’t give a refund, you can’t exchange it.
It’s a real honour to be trusted, and a real privilege to be asked to do this for a family.’
Steve Wallis, CEO, The Memoria Group
If funeral planning is making you feel confused and overwhelmed, here are the five quick things you need to check before choosing a funeral provider:
At a minimum, ask if the provider belongs to the NAFD or SAIF, and check this directly on the association’s website rather than taking their word for it. This means they have voluntarily agreed to a code of practice and regular inspections.
Funeral directors are legally required to display standardised pricing, both in their premises and online. This should be fully itemised, so be cautious of bundled packages that don’t make it clear what you’re paying for.
Take a look at Trustpilot and Reviews.io, along with community groups, forums and social media platforms. Look for repeated complaints or patterns rather than being influenced either way by one or two reviews.
A reputable, trustworthy funeral provider will expect you to have questions and will answer them clearly, with empathy and understanding. If you feel rushed, dismissed or don’t get the answers you need, that’s a red flag.
Prepaid funeral plan providers are regulated by the FCA, so it’s wise to check the plan provider against the FCA register before handing over any money. Simply look for the Firm Reference Number (FRN), which is the unique number the FCA assigns to the provider, proving they are authorised to offer you a plan.
Need someone to guide you through the process of planning a funeral? Call Memoria Funerals free on 0800 007 3620. Our experienced team is available to discuss what’s right for you, with no pressure to buy.
In Scotland, a statutory code of practice has applied to all funeral directors since March, 2025, but this is not the case in England, Wales and Northern Ireland. Instead, funeral providers can opt to become voluntary members of trade bodies like NAFD and SAIF.
If they are a NAFD member, you can use the NAFD Resolve complaints service. SAIF members are covered by the SAIF Consumer Protection Scheme. If the provider isn’t a member of either, contact Trading Standards via Citizens Advice.
Your first step is to complain to the crematorium or cemetery itself. If it is run by a local authority you can escalate your complaint to the relevant ombudsman, such as the Local Government and Social Care Ombudsman (LGSCO) in England, the Scottish Public Services Ombudsman, The Public Services Ombudsman for Wales, or the Northern Ireland Public Services Ombudsman.
Yes, since July 2022 all funeral plan providers must be authorised by the FCA and your money must be held in a protected trust or insurance arrangement. Don’t hand over any money if a provider isn’t on the FCA register as your money will not be protected by the FSCS.
