When we use the words “we”, “our” or “us”, we mean Funeral Services Limited or Co-op Funeralcare. When we use the words “you” or “your”, we mean the person who enters into this agreement with us for the services. When we say “the service”, we mean the Cremation Without Ceremony services which are set out in our brochure or on the website www.coop.co.uk/cremation. This document sets out the terms and conditions that apply when you book a Cremation Without Ceremony with us. Together this document and our form con rming your details that you sign make up your agreement with us. You need to make sure you read this document carefully before you book and pay for the service.
Who can book the service?
By entering into this agreement you confirm that:
you’re over 18 and have authority to make arrangements for the cremation of the person who has died - you’re responsible for payment of the service
you’re not aware of any disagreement relating to the service being provided for the person who has died. If there’s any claim made against us as a result of you not having authority to enter into this agreement and/ or the service being provided then you’ll repay us in full for any losses, damages or costs and expenses that we suffer as a result. Any such payment will be within 30 days of our request.
The service is only available where a person has died in mainland Great Britain. It isn’t available in Northern Ireland, Isle of Man, Isle of Wight, Channel Islands or Scottish Isles.
How is the service provided?
What’s included/not included in the service is set out in the brochure and on our Cremation Without Ceremony website.
There are additional fees if you want the ashes to be couriered to you as set out in the agreement form. You’re responsible for registering the death of the person who has died in the district where the death has occurred. Relevant paperwork will be sent to you by email or post. You need to complete and return the relevant forms to the address provided within 3 working days of receiving them.
Our step by step guide on page 7 of the brochure sets out what you need to send us. The cremation will take place at a crematorium we choose. The cremation will usually take place on the day that the person who has died is taken to the crematorium. If this is not the case, you accept that the cremation will take place within 72 hours. We’ll call you to confirm when the ashes are available to collect from the crematorium or to arrange a suitable delivery time.
How do I pay?
The price of the service is in our brochure and on our website. You’ll need to pay in full for the service within 2 working days of making the arrangement (as per page 7 of brochure). This will include the full price of the service and any additional costs that have been agreed, for example, in relation to ashes. Payment can be made by debit or credit card. We may take payment from other family members or friends but you’re still responsible for making sure that the full payment is made.
If you’re a Co-op Member then you’ll be entitled to exclusive member prices. You’ll earn 1% on the price of the service for your community. (This excudes the delivery cost of the ashes) You can also use any member reward towards the price of the service.
If you’d like to know more about Membership then have a look at our Membership terms and conditions
What choices do you have for ashes?
The agreement form sets out your choices for ashes. If you don’t collect ashes within 3 months of the date of the cremation then the crematorium will arrange for the ashes to be scattered in its garden of remembrance.
What if the person who has died has jewellery, money or other personal items?
To avoid the risk of loss or damage to jewellery, money or other personal items of the person who has died, we advise that any such items are removed before collection.
If you decide to leave them then you will be doing so at your own risk. We’ll let you know what items are with the deceased. You may collect these items from our care centre where the person who died was brought to within 3 months of the date of the cremation or you can arrange a courier to collect them (at your risk).
If items remain uncollected after the 3 months we will dispose of them. Where this is jewellery or valuables, any money we make from this will be given to a local cause. There may be metal residues left after the cremation takes place. These are recycled by the crematorium and all proceeds are donated to charity. If you wish to reclaim these metals, they can be collected from the crematorium. You will need to confirm in writing at firstname.lastname@example.org.
How will your information be used?
We take your privacy seriously. We will only use your personal information in the following ways:
1. Where it’s needed to carry out the service you have requested:
a. We may need to pass your information to third parties as part of the arrangement. These can include third party suppliers, transport providers or official bodies such as the police or coroners.
b. We may need to transfer your personal data outside of the European Union in order to provide you with the services and products you require, such as repatriating the deceased to or from another country. Some of these countries may not have laws that protect privacy rights as extensively as in the European Union. If we do this, we will take proper steps to ensure that your information is properly protected.
2. Where it’s necessary for legitimate business reasons:
a. We may share your information with agencies and other companies both inside and outside the Co-op Group for quality control, statistical, fraud prevention and debt collection purposes.
b. We may also use and share your information within the Co-op Group to develop and improve our services, by analysing your information. This will help us improve our future products, services and marketing.
c. If we change our company structure, then we may transfer your personal information to another company.
d. We may contact you to ask you to participate in customer satisfaction surveys and market research (by email or phone) and to undertake and analyse those surveys and research.
e. Our services include free legal guidance, such as helping you manage a Will or Probate. To provide this service, we’re supported by Co-op Legal Services and we’ll pass your information to them. If you don’t want this to happen, please let us know.
When can you cancel the service?
You’ve the right to cancel this agreement for a full refund within 14 days of the date of the agreement form without giving any reason. This is known as the “cooling off period”. If you wish to cancel during this cooling off period then you can email us at cremation@funeralcarecoop. co.uk, write to us or complete the cancellation form included in your documents and send to
Co-op Funeralcare, c/o Lemon Business Solutions Ltd, Unit 1, Lockheed Court, Preston Farm Business Park, Stockton-on-Tees, TS18 3SH.
You acknowledge and give us authority to carry out some or all of the services before the end of the cooling off period. If we’ve already started the services, we may charge you for services we have carried out up to the date of cancellation unless you’re transferring to another one of our services. When can you cancel the service? If you cancel then we will refund what you’ve paid but we may charge you a cancellation fee. This will be the charges for the services we’ve carried out up to the date of cancellation.
When can we cancel the service?
We may cancel this agreement at any time by giving you written notice if you don’t pay us in time or you breach this agreement in any other material way and you don’t correct the situation within 5 working days of us asking you to do so in writing. If the service become impossible to perform because of any cause outside of our control, we may cancel or suspend the agreement or the part of it that is impossible to perform.
What if you need to contact us or make a complaint?
You can contact us on 0800 029 4590
If you want to make a complaint, you can contact us by phone, e-mail or post.
Phone: 0800 083 6301
Post: Client Relations Team, Co-op Funeralcare, 12th Floor, 1 Angel Square, Manchester, M60 0AG
This should be within 28 days of the date of the cremation.
If we’re unable to resolve your complaint then you can contact the National Association of Funeral Directors (NAFD) 618 Warwick Road, Solihull, West Midlands B91 1AA (Tel 0121 711 1343). English law will apply to this agreement. Any claim made in a court relating to the cremation will be in the Courts of England and Wales.
If any part of the agreement doesn’t apply the rest of the agreement still stands.
This agreement is only for your benefit. No other person (including your representative or a person who pays for your plan) has any right to bring a claim under any term of this agreement.