How to File a Complaint Against a Funeral Home

When a Complaint Is Warranted

Not every bad experience justifies a formal complaint. But certain funeral home behaviors cross a clear legal line — and the regulatory bodies that oversee the industry can only act on violations they know about.

File a complaint if any of these happened:

• The funeral home refused to provide a General Price List when you asked in person, or refused to give pricing over the phone
• You were charged for embalming without prior authorization when state or local law did not require it and it was not a practical necessity for the arrangement you selected
• The funeral home charged a handling fee for a casket you purchased elsewhere
• You were told embalming was "required by law" when it wasn't
• The funeral home misrepresented cemetery rules as legal requirements (e.g., claiming an outer burial container is mandated by state law)
• The final statement billed goods or services you did not select or did not show the required itemized prices
• You discovered unauthorized charges on the final bill
• The funeral home refused to release remains until you paid in full (legal in some states, but not all)

These issues can involve FTC Funeral Rule violations, especially refusal to provide an in-person General Price List or accurate phone prices, unauthorized embalming charges, casket handling fees, and false claims about legal requirements. Whether a billing or statement dispute violates the federal rule depends on what you selected and what the provider charged; some disputes are governed by state law instead.

Where to File

There are three levels of complaint, and they're not mutually exclusive — you can file with all three simultaneously.

1. Federal Trade Commission (FTC)

The FTC enforces the Funeral Rule nationwide. File at reportfraud.ftc.gov or call 1-877-FTC-HELP (1-877-382-4357).

The FTC doesn't resolve individual disputes, but it tracks complaints to identify patterns. When enough complaints accumulate against a provider — or when an FTC inspector finds violations during a compliance check — the agency can impose civil penalties of up to $53,088 per violation.

FTC complaints should describe: what happened, when it happened, which FTC Funeral Rule provision was violated, and what documentation you have (GPL, signed Statement of Goods and Services, receipts).

2. Your State Mortuary or Funeral Board

Each state has a regulator responsible for licensing funeral directors, funeral homes, or establishments, though the agency's name and authority differ. A state regulator can investigate complaints and impose licensing discipline; inspection authority and the power to order refunds or credits depend on state law. Contact the regulator to learn what remedies it can provide.

To find your state regulator, search "[your state] funeral board" or "[your state] mortuary board." The agency is typically housed under the state's Department of Professional Regulation, Department of Health, or Secretary of State's office.

Most state boards accept complaints online or by mail. You'll typically need:

• Your name and contact information
• The funeral home's name, address, and license number (usually posted in their lobby and on their GPL)
• A detailed written description of the complaint
• Copies of contracts, receipts, the GPL, and any written correspondence

3. State Attorney General's Consumer Protection Division

If the violation involves deceptive trade practices beyond funeral-specific regulations — false advertising, bait-and-switch pricing, or refusal to honor a preneed contract — your state attorney general's consumer protection office handles these complaints. Every state AG has an online complaint portal.

What About Funeral Home Inspection Reports?

Inspection practices and public access vary by state. Where reports are available, they can reveal prior violations, sanitation issues, or licensing problems. To check:

• Some states publish them online (search your state board's website for "inspection results" or "disciplinary actions")
• Others require a public records request (FOIA or state equivalent)
• Some states publish disciplinary results but do not routinely release inspection reports

If you're choosing between providers, checking the state regulator's disciplinary history is a quick way to screen out problematic funeral homes before you ever walk through the door.

What to Document Before Filing

Strong complaints include evidence. Before you file:

• Keep the General Price List — you're legally entitled to retain it
• Photograph or scan the Statement of Funeral Goods and Services Selected — the itemized contract you signed before any payment
• Save all emails and written correspondence with the funeral home
• Note the date, time, and names of anyone you spoke with
• Keep receipts for everything — especially if charges don't match the signed statement
• If the violation was verbal (e.g., the funeral director told you embalming was legally required), write down the exact words as soon as possible and note who else was present

UK, Canada, and Australia

In the UK, the CMA monitors compliance with and enforces the Funerals Market Investigation Order 2021. Use the CMA's current funerals-sector guidance and reporting channel to report concerns about compliance with the Order.

In Canada, contact the provincial licensing body — in Ontario, that's the Bereavement Authority of Ontario (thebao.ca); in BC, Consumer Protection BC.

In Australia, contact NSW Fair Trading, Consumer Affairs Victoria, or your state/territory's equivalent. The ACCC handles complaints about misleading conduct under Australian Consumer Law.

Should You Complain?

If the funeral home broke the law, yes. Consumer protection in the death care industry depends on families being willing to report violations. Many grieving families don't file complaints because they're exhausted, or because they assume nothing will change. Individual complaints can add to regulators' records and help them identify patterns for investigation.

The Funeral Home Selection Guide includes a section on your FTC Funeral Rule rights and a reference card for identifying violations in real time during the arrangement conference — before they become complaints.