Who we are

The Funeral Trust is offered by the Funeral Directors Association of New Zealand Incorporated – a member organisation set up with a vision of meaningful farewells for all New Zealanders.

Established in 1937, our members are a group of caring professionals who are committed to ensuring the families they serve are receiving high quality service.

The Funeral Trust is supervised by a separate corporate trustee company called The Trustee of the Funeral Trust Limited. The Trustee manages the Trust under a Trust Deed that requires them to receive prepayments and hold them only for the purpose of meeting or contributing to the price of funeral services.

The Funeral Trust is audited annually by an independent auditor. There is no underwriter for the Trust as it is a trust not an insurance product.

Contact details

Please call us on 0800 332 693 or email: info@thefuneraltrust.co.nz

Further information is available by contacting:

The Administrator
The Funeral Trust
PO Box 25148
Wellington 6146

Raising concerns with our product and services

While we always try to get it right sometimes this is not the case. So, if you have questions or a complaint, you can contact us. We will look into your concerns and get back to you.

What should I do first?

As a first step, contact the Funeral Home you have been dealing with and explain your concerns. They will try to resolve the matter. If they can’t, they may refer your concerns to our Administrator to consider. You can also contact the Administrator yourself on 0800 332 693 or info@thefuneraltrust.co.nz.

Please provide a short, clear description of the reasons for your complaint and the resolution you are seeking, together with any relevant supporting documents.

Next steps

If you have sent the Administrator a complaint and given us an email address, we will send you an email confirming we have received your complaint. Otherwise, we will write to you acknowledging your complaint.

We will investigate your complaint and contact you to work through the issue. You should expect a response from us within 1 – 3 weeks. If we need to take longer because, for example, we need to get additional information or it is a detailed matter, we will let you know.

What should I do if I am not satisfied with the outcome of the complaint?

You have the right to raise your concerns with our independent dispute resolution service, Financial Services Complaints Limited (FSCL)

FSCL is an external disputes resolution scheme that aims to resolve complaints between complainants and participants. The scheme is free of charge for you to use.

You can contact FSCL as follows: