Frequently asked questions

We’ve answered most frequently asked questions about our funeral plans below.

If you have any questions about our plans that aren't answered below, speak to your local funeral director, or ask our funeral planning team and they'll be able to help you.

Frequently asked questions

We’ve answered most frequently asked questions about our funeral plans below.

If you have any questions about our plans that aren't answered below, speak to your local funeral director, or ask our funeral planning team and they'll be able to help you.

If you’re looking to buy a pre-paid plan, follow these links below

It’s important you let us know if you move. We’ve funeral homes in the heart of communities across Great Britain, allowing you to change your chosen home at no extra cost, all you need to do is contact us.

If you have chosen a capped disbursement funeral plan, (Simple and Bronze) your contribution towards these costs will be as stated. As prices are likely to change during the life of your funeral plan, we’ll adjust the cap on the charges that we pay to others to reflect general inflation (based on the Consumer Price Index measure of inflation).

This contribution will not change if you move to a different area, however third party fees can vary so there may be additional costs for your family or representative to pay at redemption. There may be extra costs if you have a tailor-made plan and move areas. This is because different cemeteries may have different charges.

We only cover funerals carried out in the UK. If you die elsewhere then we can help your family with arrangements to bring you back so that we can carry out your funeral in line with your wishes. There’s an extra cost for this.

Included in our funeral plans is the collection and transfer of the deceased to a resting place within a 50-mile radius. If you need to be transported further than 50 miles, extra charges will apply.

It depends on which instalment option you are paying by. If paying in instalments of 6 or 12 months, your representative will need to pay the rest of the balance so that our funeral director can deliver your plan. If paying in instalments over 2-25 years and you die after 12 months, as long as your payments are up to date, we won’t collect the rest of the balance on your plan. Our Funeral Director can deliver your plan. This is the Co-op Commitment.

For extra protection, the funds and proceeds are held by an independent trustee, Apex Corporate Trustees (UK) Limited. These are held on trust for when they’re needed.

We’re confident this won’t happen. But in the unlikely event that we do go out of business and aren’t able to provide your funeral, the money held in the individual whole of life insurance policy will be protected by the trust. The money will be released to the independent trustee when you die, who will then return the payments made to your estate after paying their own costs.

The amount paid to the estate would depend upon the value of the funds invested in the individual whole of life insurance policy at the time of death. The independent trustee’s costs will be paid from these funds. The estate can then use the remaining money to pay for a funeral with another funeral provider. Depending on the cost of the funeral, the estate may receive more money than is needed to pay for the funeral, or there may not be enough.

We’ve been registered with the Funeral Planning Authority since it was formed in 2002. We call this the FPA and it’s the industry body that monitors the operation of registered funeral plan companies. This includes the formal monitoring of the marketing, financial and service provisions of the plan. The FPA is there to add objective scrutiny to providers who choose to register. This scrutiny is intended to add a degree of consumer protection by ensuring providers conform to the FPA Rules and a Code of Practice. The scrutiny is carried out by the FPA’s independent compliance committee.

There is an annual re-registration process to check providers continue to meet the high standards set. This includes the provider submitting detailed information, including financial information, to the FPA on the key aspects of how they run their plans. Since the formation of the FPA in 2002, no FPA registered firm has failed. The detail of regulation of funeral plans is contained in articles 59 & 60 of The Financial Services & Markets Act 2000 (Regulated Activities) Order 2001.

Funeral plans can be exempt from direct regulation through adherence to some basic protections, the key being separating the assets needed to carry out the funeral from the provider. However, Royal London (who hold the funds) are regulated by the Financial Conduct Authority and authorised by the Prudential Regulation Authority.

Yes, you can buy a tailor-made memorial headstone plan. This plan will allow you to arrange and pay in advance for new headstones and inscriptions on existing headstones. You don’t need to buy a funeral plan. If you do however, you will need to pay for both plans separately.

Your representative making the arrangements may wish to include additional items in your funeral that are not part of your plan. These could include floral tributes, additional limousines, newspaper notices etc. The funeral director can help to arrange these and they will need to be paid for in full before the funeral. If you have chosen a capped funeral plan and the costs for defined third party services total more than what’s included in the plan, then your representative will be required to pay the difference.

As prices are likely to change during the life of your funeral plan, we will adjust the cap on the charges that we pay to others to reflect general inflation (based on the Consumer Price Index measure of inflation). If you have chosen a cremation plan, doctors’ fees may be applicable. Doctors’ fees apply in England and Wales when the death has not been referred to the Coroner.

Please contact us if you’re struggling to pay for your plan, to discuss options with us. If you’re paying in instalments over 6 or 12 months and you miss 3 instalments in a row, we may cancel your plan and pay back the money paid. If you’re paying in instalments over 2–25 years and either you miss 3 instalments in a row, or 3 instalments in a 5-year period then you won’t be able to benefit from the Co-op Commitment. We have the right to cancel your plan and give you back the money you’ve paid, and cancellation charges are applicable.

When you take out a plan with us, you’ll receive a documents folder in the post within 10 working days containing:

• A covering letter

• 2x plan summaries and care cards. One set which should be given to the person who is most likely to arrange your funeral

• Information on what to do for the person arranging your funeral, when the time comes

If you are the person paying for the plan and have chosen to pay by monthly Direct Debit, the covering letter will confirm the set term you are paying over, the amount of the payment and the date of your first Direct Debit payment. And if paying in monthly payments, the total amount you will pay over the term.

If you haven’t received your documents after 10 working days, please get in touch with us here.

If you want to make a change to your funeral plan, whether that’s changing personal details or amending the plan itself, you can do this at any time, with no administration fees.

Fixed plans

For changes to fixed plans, please contact our funeral planning team and tell us these details:

Your name

Date of birth

Your funeral plan number

Email address

What you want to change

If the change is simple, like changing your address or contact details, we will do this for you and send you an email to let you know it’s been done.

If it’s a bigger change, i.e, changing your payment terms, direct debit date, or upgrading/downgrading the plan, we’ll get in contact with you to discuss your options.

Tailor-made plans

If you want to make changes to the services in a tailor-made plan, you’ll need to speak to your local funeral home as they will be able to update your plan and arrange for a refund/additional payment.

For more information on potential change scenarios and how this may affect your plan, please see our terms and conditions.

You can cancel your plan within 30 days of the start date and receive a full refund, including your deposit. Just get in touch with us using one of the methods below, making sure to quote your funeral plan number, your bank details for any refund due, and how you’d like us to contact you to confirm the cancellation (phone/email/letter). Please note, refunds can take between 4 and 6 weeks to complete.

Email: funeralplans@coop.co.uk

Post: Customer Services, Funeral Planning Team, Co-op Funeralcare, 3rd Floor, 1 Angel Square, Manchester, M60 0AG.

If you cancel your plan after 30 days of the start date, there’ll be a cancellation charge of £250 on funeral plans or £100 on masonry plans.

For further information on your right to cancel see our terms and conditions.

As a Co-op Member, you benefit from exclusive member prices when you arrange a funeral or purchase a funeral plan with us. Plus we’ll give £2 for every hundred pounds spent to community causes.

For details of our exclusive member prices, see our full Membership terms and conditions, or call our Membership Team on 0800 023 4708.

If you’ve lost your paperwork, get in touch with us and we can send new documents out to you.

If your family can’t find your documents when the time comes to arrange your funeral, this isn’t a problem. We keep records of all those who have Co-op Plans on our system. All your family or representative needs to do is give us a call or go into one of our funeral homes and we’ll be able to find your plan using your name, date of birth and address.

Unfortunately, we can’t discuss the plan holder’s account or funeral plan information with the payer, or anyone else. The agreement is between Co-op Funeralcare and the person who the plan is for and therefore changes to the plan must come from the plan holder only.

There are some circumstances when the plan payer can change details of the plan, for instance if they have Power of Attorney and have been authorised to make decisions for the plan holder. Please see our terms and conditions for further details.

After the 30-day cancellation period has passed for both funeral plans, we’ll arrange for the £50 food vouchers to be issued and sent out. This could be up to 3 months from the date you took out the plan. If 3 months has passed and you haven’t received your vouchers, please get in touch with us.

Read the full terms and conditions.

If you choose to cancel your funeral plan your refund can take between 4 and 6 weeks to process. This is because we keep the money for your plan in an individual whole of life insurance policy with Royal London and we need them to release the money back to us so we can process your refund.

If you haven’t received your refund after 6 weeks, please get in touch

If you’re paying for your plan by direct debit, you can choose to make additional payments at any time to reduce the balance of your plan.

You can then choose for the money to be taken off the end of your plan, reducing the number of monthly payments you’ll make, or you can choose to pay over the same amount of time but reduce the monthly amount.

You can also choose to pay off the balance of your plan at any time.

If you’d like to make a payment, please get in touch

For more information about making additional payments, please see our terms and conditions

If you have a funeral plan with us and need to change any personal details, i.e. address or contact phone number, you can do this by sending us a message here. In your message, let us know:

Your name

Date of birth

Your funeral plan number

Email address

What you are changing and what it used to be, i.e. your old and new address.

We’ll contact you by email to let you know your details have been updated.

If you have one of our fixed plans (Simple, Bronze, Silver or Gold) then you can’t add or change any of the services that are included. However, when the time comes for your family to redeem the plan and arrange your funeral, they will be able to include additional items, i.e., limousines, flowers, or even an upgrade of coffin, and pay for this at the time.

If you have a tailor-made plan, then you can add or remove items at any time. If you’re removing something you’ve already paid for, you will receive a refund. If you’re adding an additional item or upgrading an item, you’ll just need to pay for it at the time of making the change.

If your loved one had a funeral plan with us, all you need to do is let us know at the time of making the arrangements. We’ll find all the details of the plan and discuss them with you. You may have the funeral plan number to give to the funeral arranger, but don’t worry if you haven’t got it, we’ll find the plan using your loved one’s details, i.e. name, address, date of birth.

We’ll let you know what type of plan they had and whether it has been fully paid. If it hasn’t been fully paid then we’ll give you the option to pay the balance or to cancel the plan to receive a refund (minus a cancellation charge).

If your loved one was paying in monthly payments between 2 and 25 years and they died before paying in full, they may have been covered by the Co-op Commitment. If they were, we won’t ask you to pay the balance and you’ll receive all of the services included in the plan.

A membership that makes a difference

Co-op Members benefit from exclusive member prices when buying a funeral plan with us. Plus, we’ll give £2 for every hundred pounds spent to community causes.

Find out more