What is NAFD Resolve?

We provide Alternative Dispute Resolution (conciliation and adjudication) for members of the National Association of Funeral Directors (NAFD) and their customers under the NAFD Resolve Conciliation and Adjudication Schemes.

We provide independent conciliation and adjudication under this scheme. NAFD Resolve will refer your matter to CEDR for conciliation in the first instance. Please note that the NAFD will issue out the Conciliation Application form for consumers to complete and send to CEDR. Applications are only accepted in English and please note that the process is done in English only.

Please note that any conciliation outcome agreements and adjudications issued will include details of how the outcome was reached. Also, a consumer can withdraw a case at any time prior to the issuing of the outcome agreement or adjudicator’s decision.

Please email your completed application form as a saved PDF to [email protected].

Conciliation: A private and structured form of negotiation assisted by a trained CEDR Accredited mediator. If a settlement is reached the mediator can draw up an agreement that can then become a legally binding contract if signed by both parties. This process is conducted by several means of communication including telephone, Skype or by email.

Please note that the conciliator will seek to conclude the conciliation within 21 days of his or her appointment.  If an agreement is reached, the parties have 14 days to sign and return the Outcome Statement. Please note that the conciliator will speak to the parties by telephone or communicate in writing (including email) with the parties, either together or individually, to request further information or to explore possible solutions. Therefore please ensure that you are available during the 21 days so that this stage isn’t prolonged unnecessarily.

Process:

Appoint Conciliator 

Within 5 working days of Application being received 

Outcome Statement

15 working days for Conciliator to issue Outcome Statement 

Acceptance/Rejection 

10 working days for Parties to sign and return Outcome Statement 

Adjudication is a method whereby an independent adjudicator is assigned your case and will read all the evidence provided and make a final decision. If the adjudicator requires any additional information from you, they will request this prior to issuing their final decision.

Please note that this resolution may be different from an outcome determined by a court applying strict legal principles.

If you want to complain about CEDR please read our Complaints Procedure document. Once you have read the Complaints Procedure and you want to submit your complaint, please use our Complaints Form, which you can download below. 

Complaints Procedure

Complaint Form

Independent Reviewer's Terms of Reference

Companies covered

You will be directed to an external link.

The steps you must take before submitting a complaint

Step 1.

Raise your concerns with the funeral firm in the first instance.

Step 2.

If your dispute remains unresolved you should refer the matter to National Association of Funeral Directors (NAFD) who will, in turn, refer to the matter to us for conciliation or you may choose to move straight to stage three. Please note that the conciliator will seek to conclude the conciliation within 21 days of his or her appointment.

 

Step 3.

Independent adjudication.

Need additional assistance?

Please call us and we will provide the support that you need.

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