The Partnership Podcast Golden Charter

In the era of FCA regulation and consumer duty, what does it look like to serve families effectively? Scott Munn of Anderson Maguire, which recently received a Customer Service Excellence award, gives his view.

A big post-regulation success story is the results funeral directors are having through Golden Charter's introducer appointed representative model. Initially only chosen by a minority of businesses, its benefits for customers and funeral directors are seeing it grow. Malcolm talks to funeral director Paul Stevenson, and two of the Golden Charter staff who handle enquiries introduced by funeral directors, to understand how the process works and what the results have been.

SAIF's CEO Terry Tennens discusses the association's future, and the work it has already done for members through the introduction of regulation.

Since regulation came into force, East Ayrshire's Alex Muir has been feeling the benefits of using digital applications and working online. He discusses how his business works with funeral planning and beyond in the regulated world. Alex also talks about the aftermath of the Queen's funeral and his business' 80 year history.

We've looked at the impact that COVID-19 and regulation have had on long-standing funeral directors, but how does an Independent who launched in 2022 approach the recent change in the profession? Malcolm talks to Stuart Love of Love's Independent Funeral Directors in the West Midlands about the early days of his new business.

Many independent funeral directors have been family businesses for multiple generations. We take a look back at over a century and a half of Dumfries' Jardine Funeral Directors, and talk about how long lasting firms have weathered more recent change.