Compliance Complaints and Disciplinary Procedures

Compliance Assessments

Random compliance assessments may be conducted by appointed City & Guilds NPTC Assessors upon request from the RQMF Administrator. Additionally, compliance assessments may be initiated following a complaint from a Burial Authority or a member of the public.

These assessments may cover any memorial installed by an RQMF-registered fixer.

The cost of compliance assessments will be borne by the Register unless the memorial(s) are found to be non-compliant with BS8415 or the NAMM Code of Working Practice, in which case, the full cost will be charged to the RQMF fixer.

Assessments may include a visual inspection of an existing memorial or an assessment during the installation process.

In certain circumstances, the Assessor may require a memorial to be dismantled to verify that internal fixings comply with the current BS8415 and NAMM Code of Working Practice. If the memorial is found to be non-compliant, the cost of re-fixing will be the responsibility of the fixer. However, if the memorial is found to be compliant, the cost will be borne by the Register.

All compliance assessments will be recorded, and a copy of the report will be made available to the following parties:

• RQMF Fixer
• RQMF Business
• RQMF Administration Committee
• Burial Authority / Member of the public

The report will also be placed in the RQMF file.

The City & Guilds NPTC Assessor will provide advice on any remedial actions necessary for addressing issues uncovered during the compliance process.

If a serious breach of BS8415 or the NAMM Code of Working Practice is found, the Assessor may recommend immediate removal of the RQMF registered fixer from the Register. In such cases, the memorial must be left in a safe state, and the registered business/fixer must be informed of the Assessor’s conclusion, along with the necessary corrective actions and their deadlines.

RQMF Complaints and Disciplinary Procedure

RQMF complaints and disciplinary procedures address issues related to the installation and compliance of memorials with the current BS8415 and the NAMM Code of Working Practice.

If the RQMF business/fixer is a NAMM Retail member, the complaint will be handled under NAMM’s disciplinary procedures. The NAMM General Council may be consulted, and they will make the final decision on the level of disciplinary action required in accordance with the NAMM Articles of Association.

Burial Authorities are responsible for ensuring that fixing standards are maintained within their cemeteries. If a memorial fixer is found to have breached cemetery rules or failed to adhere to the NAMM Code of Working Practice or BS8415, the Burial Authority may initiate the following procedure:

• The Burial Authority (or, in some cases, a member of the public) should submit a written complaint to the RQMF Administrator, including photographic evidence and any other supporting details.
• If deemed appropriate, the complaint will be reviewed by the NAMM Technical Adviser, whose conclusions will help inform the RQMF Administration Committee’s final decision on the necessary actions.

A report outlining the reasons for the RQMF Administrator’s decision will be provided to the following parties:

• RQMF Fixer
• RQMF Business
• RQMF Administration Committee
• Complainant

A copy of the report will be filed in the Business/Fixer’s RQMF file.

The RQMF Administration Committee may determine that a compliance assessment by a City & Guilds NPTC Assessor is required. The Compliance Assessment Procedure will then be applied.

Disciplinary, Complaints, and Appeals Procedures

All memorial masonry businesses and registered fixers participating in the RQMF sign an undertaking to comply with the RQMF Administrator’s directives or the decisions of any Disciplinary Committee formed to address alleged breaches of fixing standards or to conclude an appeal process (as indicated on the Business & Fixer Registration forms).

Burial Authorities are responsible for ensuring the proper maintenance of their burial grounds and verifying that all memorials are installed by qualified individuals with adequate insurance coverage.

Note: A complaint against an RQMF-registered business/fixer must be resolved within 12 months of the initial complaint notification, unless mitigating circumstances prevent continuous communication. If an RQMF-registered business/fixer fails to respond or maintain communication, they may be removed from the RQMF register.

Complaints from Members of the Public

Complaints from members of the public about the installation of a memorial should be reported to the Burial Authority. The Burial Authority will then, if necessary, follow the procedure outlined above. If the Burial Authority refuses to pass on the complaint, the member of the public may contact the RQMF Administrator directly at info@rqmf.org.uk.

Appeals Procedure

If a business/fixer is removed from the Register, they may appeal the decision in writing within 14 days of the ruling. The appeal must clearly state the grounds for the appeal and include any new evidence or mitigating factors.

A date and venue for the appeal hearing will be set within 28 days of the appeal being granted. The business/fixer making the appeal will be notified and may attend the hearing, where they will be provided with the agenda and hearing schedule.

The appeal panel will consist of three NAMM NPTC City & Guilds-qualified memorial fixing assessors, none of whom will be based in the same region as the appealing business/fixer. The appeal panel’s decision is final, and there will be no further right to appeal.

A register will be kept of all complaints or issues and their resolutions.

Legal Jurisdiction

The Register of Qualified Memorial Fixers (RQMF) is a limited company registered under the jurisdiction of England and Wales. Any dispute or claim arising from these Disciplinary Procedures or related matters will be governed by English law, with the courts of England and Wales having exclusive jurisdiction.