NAFD Funeral Arranging and Administration (FAA) Certificate key terms

The person who meets the bereaved family, gathers information about the deceased and their wishes, explains options, and converts those decisions into an agreed, documented and costed funeral. They act as the family's main point of contact up to the funeral day.

A payment the funeral director makes to a third party on the family's behalf, such as crematorium fees, clergy fees, newspaper notices or certificate costs. It is shown separately on the estimate and invoice because it is a pass-through cost, not the funeral director's own charge.

A written statement of the likely total cost of a funeral, itemising the funeral director's charges and anticipated disbursements, given to the client before they commit. It allows informed choice and should be updated if instructions change.

The bill issued after the funeral, showing the actual charges and disbursements incurred against any payments already made. It should reconcile with the estimate and explain any variation, and it sets out payment terms and the person responsible for paying.

A written record of the specific goods and services the client has selected, with prices, provided to confirm the arrangement. It forms part of the contract and protects both parties if there is later disagreement about what was agreed.

The standard conditions under which the funeral director contracts, covering matters such as who is liable for payment, cancellation, storage charges, retention of ashes and the limits of responsibility. Clients should receive them at or before arrangement.

The structured meeting in which the arranger collects the information needed to conduct the funeral and helps the family make choices. It requires privacy, unhurried pace, clear language, accurate recording and confirmation that the family understands what has been agreed.

Concentrating fully on what the bereaved person says, including tone and feeling, and reflecting it back to check understanding. It helps the arranger gather accurate information while making the client feel heard rather than processed.

A question that invites a full answer rather than a yes or no, such as asking what the deceased was like. Used early in the arrangement interview to gather background and preferences without steering the family towards a particular option.

A question answerable with a short, specific response, used to confirm facts such as spelling of names, dates or whether a burial or cremation is wanted. It ensures accuracy but should not dominate a sensitive conversation.

Recognising and responding to another person's feelings without taking them on as your own. In arranging it means acknowledging distress, adjusting pace and language, and avoiding both coldness and over-familiarity.

The duty not to disclose personal information about the deceased or the family except to those who need it to carry out the funeral or where the law requires it. It covers conversations, records and details shared with third parties such as clergy or cemeteries.

The legal rules governing how personal information about the deceased and the family is collected, stored, used and shared. Funeral firms must hold records securely, keep them only as long as needed, and give clients appropriate privacy information.

Agreement given by a client after receiving clear, accurate information about options, costs and consequences. It underpins the arrangement record, ensuring the family chose the funeral knowingly rather than being defaulted into it.

The form, in England and Wales, completed by the doctor who attended the deceased, giving the medical cause of death. It is taken to the registrar and is distinct from the medical certificate of cause of death.

The certificate signed by a doctor setting out the cause of death, which is needed before the death can be registered. The arranger must ensure the family knows how to obtain it and what to do next.

The official who records the death, issues the death certificate and, where burial or cremation is to take place, provides the authority needed to proceed. Registration must normally happen within five days in England and Wales.

The document issued by the registrar, often called the green certificate, authorising burial or cremation. It must reach the cemetery or crematorium before the funeral can take place.

The statutory paperwork, including the application and the confirmatory medical certificates where required, that must be completed before a cremation. The arranger is responsible for ensuring forms are signed correctly and reach the crematorium in time.

An independent judicial officer who investigates deaths reported to them, such as sudden, unexplained or violent deaths. A funeral cannot normally proceed until the coroner releases the deceased, which the arranger must explain and plan around.

The regulatory framework under which firms that sell pre-paid funeral plans must be authorised and supervised by the Financial Conduct Authority. It imposes conduct rules on sales, including fair treatment, clear pricing and restrictions on cold calling.

An arrangement in which a person pays in advance for some or all of their funeral, usually through instalments or a lump sum. Since regulation, providers must be FCA authorised and customers receive prescribed information about cover and cancellation.

The professional handling, dignity, hygiene and safe storage of the body from collection to the funeral. It includes correct identification, temperature control, infection precautions and respectful treatment at every stage.

A secure, temperature-controlled facility where deceased people are held before the funeral. It must allow dignified storage, accurate identification and safe working conditions for staff, with restricted access and proper record keeping.

The hygienic preparation and preservation of the deceased using fluids, carried out by a trained practitioner. It supports presentation for viewing and can allow a longer interval before the funeral, and requires consent and clear explanation to the family.

The precautions taken to prevent transmission of disease when handling the deceased, including protective clothing, hand hygiene, safe use of equipment and correct waste disposal. It protects staff, families and the public.

The legal framework requiring employers to assess and control risks from hazardous substances such as embalming fluids and disinfectants. It involves risk assessment, safe storage, suitable equipment and training.

A structured review of hazards and the measures needed to reduce them, required for activities such as manual handling, chemical use and funeral services. It should be recorded, reviewed and shared with those affected.

Moving or supporting loads by hand or bodily force, including lifting and manoeuvring coffins and the deceased. Safe technique, adequate staff numbers and appropriate equipment are required to reduce injury risk.

A member of the funeral team who carries and manoeuvres the coffin during the service and at the graveside or crematorium. Bearers need training, correct technique and clear direction to work safely and with dignity.

The vehicle used to transport the coffin to the service and committal. Arrangers must confirm its type, capacity and timing, and explain to families how the cortege will be arranged and where it will travel.

The procession of vehicles, led by the hearse and followed by limousines carrying mourners, travelling to the funeral. Its route, timing and meeting points are agreed in advance with the family.

The planning and coordination of timing, venues, transport, staff and paperwork so that a funeral runs smoothly. It includes confirming bookings, checking travel times, briefing bearers and having contingency plans for delay.

A facility where the deceased is cremated, with a chapel for the service and a committal. Arrangers must book a time slot, confirm the length of service and explain the crematorium's rules on music, timing and the return of ashes.

The remains left after cremation, which can be buried, interred, scattered or kept. The arranger should record the family's instructions clearly, as disputes over ashes are common and the firm's terms should state how they are held.

A visit arranged for family or friends to see the deceased, usually in a chapel of rest. It requires preparation of the deceased, confirmation of consent, sensitive briefing of the family and privacy during the visit.

A person who leads a non-religious or personalised funeral ceremony, working with the family to create a tribute. Arrangers confirm availability, fees and the content outline, and ensure the celebrant receives accurate details.

A non-religious ceremony led by a trained humanist celebrant, focusing on the life and character of the deceased. It includes tributes, music and reflection but no religious ritual, and is chosen by families who hold no religious belief.

A tribute speech given at the funeral, often by family or friends, recalling the deceased's life and qualities. Arrangers should confirm who will speak, how long it will take and whether support is needed to prepare it.

The practical and emotional help offered to grieving people, from information about reactions and practicalities to referral to counselling or specialist services. Arrangers provide initial support and signpost rather than attempt therapy.

Directing a bereaved person to appropriate services, such as Cruse, Samaritans, GP or specialist bereavement counselling, without taking on that role yourself. It should be specific, accurate and given with sensitivity.

The support a funeral firm offers after the funeral, such as follow-up contact, help with ashes or memorialisation, and information about bereavement services. It extends the duty of care beyond the funeral day.