Help & Guides

Useful information about the NAFD Resolve scheme.

Choose Scheme

NAFD Resolve

Frequently asked questions

Read our FAQs

Useful documentation

See downloads

Video guides

Watch videos

Useful documentation

Conciliation Service Rules (Jan 2025)

PDF /

Adjudication Service Rules (Jan 2025)

PDF /

Adjudication Summary Rules

PDF /

NAFD Resolve Leaflet

PDF /

NAFD Adjudication Scheme Application Form

PDF /

Guidance Notes for Adjudication

PDF /

Guidance Notes for Conciliation

PDF /

How to complain to your provider

PDF /

How to make an effective claim to CEDR

PDF /

Conciliation Service Rules (Jan 2020)

PDF /

Adjudication Service Rules (Jan 2020)

PDF /

Guidance

What is Conciliation?

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

What is Adjudication?

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.

Useful Links

You may wish to refer to The Funeral Director Code which guides the actions, behaviour and standards of NAFD members:

https://www.nafd.org.uk/standards/the-funeral-director-code/

Complaints about CEDR

What if I have a complaint about CEDR?

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 Complaint Form below.

Complaints Procedure

Complaint Form

Independent Reviewer's Terms of Reference

The steps you must take before submitting a complaint

Contact the firm

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

Get in touch with NAFD Resolve

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.

Making a decision

Independent adjudication.

Make a complaint

Find a funeral director

Are you a business?

CEDR can provide dispute resolution services for businesses in most sectors.

Fast, and cost effective solutions
Provided at a sustainable cost

Find Out More