Terms and Conditions

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1. Eligibility

Paying in full with a single payment or by Fixed Monthly Instalments by Direct Debit
The Plan Purchaser is eligible for either of these Payment Arrangements where they are at least 18 years of age at the Start Date of the Selected Plan. There are no medical or health questions.

Paying by Fixed Monthly Instalments by Direct Debit (with or without a Deposit)                       The 6 and 12 month payment options are available to all Plan Purchasers, regardless of age. If an Instalment Term of over 12 months is required, then the Plan Purchaser can only select an Instalment Term where all such instalments will be completed before their 80th birthday.

Paying by Fixed Monthly Payments
The Plan Purchaser is eligible for this Payment Arrangement where the Plan Holder is aged 50-80 at the Start Date of the Selected Plan. There are no medical or health questions.

2. Application Form

By sending Your Application Form to Us, either directly or via Your Funeral Director, You are agreeing to buy Your Selected Plan from Us in accordance with these Terms and Conditions. The Application Form must be signed by the Plan Purchaser, who has the contractual rights to, and obligations for, the Plan, including meeting the Payment Arrangement. All correspondence will be issued to the Plan Purchaser (who may also be a Plan Holder). These Terms and Conditions, together with Your Application Form, make up the Agreement between Us and You concerning the Selected Plan and the funeral arrangements. They do not affect the rights You have as a consumer buying products and services.

3. Issuing Your Plan Summary

This confirms Your Plan Benefits. It will be issued to the Plan Purchaser as part of the contents of the Plan Documents Folder, on receipt and processing of the completed Application Form and the associated Payment Arrangement. If You lose the Plan Summary, You should tell Us, in writing, and We will send You a duplicate copy.

4. Mainland Great Britain and Northern Ireland only

Paying in full with a single payment or by Fixed Monthly Instalments by Direct Debit           Plan Benefits apply only to funerals in mainland Great Britain or Northern Ireland. If the Plan Holder dies outside these areas or the Plan Holder wants their funeral to take place outside these areas, We’ve the right to refund the payments made to the Plan Purchaser or to the Plan Holder’s estate as appropriate, less a Cancellation Charge (see Section 19). If the amount paid to us is less than the Cancellation Charge, We’ve the right to ask for the balance of the Cancellation Charge to be paid. If We/ You cancel the Plan, We’ll have no further responsibility to provide the Plan Benefits.

Paying by Fixed Monthly Payments
Plan Benefits apply only to funerals in mainland Great Britain or Northern Ireland. As there is no cash-in value at any time, no payments would be refunded to either the Plan Purchaser or the Plan Holder’s estate if a decision to cancel was taken and the Plan Holder would not be entitled to the Plan Benefits. Due to their variable and unpredictable nature, the costs of repatriation from outside mainland Great Britain and Northern Ireland aren’t included in any of our Funeral Plans. We may be able to arrange repatriation at the time of death for an additional charge. The Funeral Director will provide help and advice with this matter. If the Plan Holder is repatriated, then the Selected Plan can be used in the usual way, provided that the funeral takes place in mainland Great Britain or Northern Ireland.

5. Eligibility for Plan Benefits

Paying in full with a single payment
You’re entitled to the Plan Benefits as soon as Your completed Application Form has been processed and Your funds have cleared to settle the payment in full.

Paying by Fixed Monthly Instalments by Direct Debit (with or without a Deposit)
You’re entitled to the Plan Benefits at the end of the Instalment Term, provided You’ve settled the payment in full, including any Instalment Charge applicable for these payments.

Paying by Fixed Monthly Payments
If You’ve chosen to pay by Fixed Monthly Payments, in order to receive the Plan Benefits, You must make payments until the anniversary of the Start Date immediately prior to the Plan Holder’s 90th birthday, or until the death of the Plan Holder if sooner. If You stop paying the Fixed Monthly Payments for any reason, Your Selected Plan will be cancelled, the Plan Holder won’t receive the Plan Benefits and You won’t get any money back. If You’ve chosen to pay by Fixed Monthly Payments and the Plan Holder dies within two years of the Start Date, there’s no entitlement to the Plan Benefits. However if all payments have been met, the Plan Purchaser (or their estate if they’re also the Plan Holder) is entitled to a payment from us equivalent to 120% of the Fixed Monthly Payments We’ve received.

6. Paying for Your Selected Plan

Paying in full with a single payment or by Fixed Monthly Instalments by Direct Debit
You may pay in full with a single payment using the payment methods shown on the Application Form.
To pay by Fixed Monthly Instalments by Direct Debit, You may pay a Deposit and must pay the remaining balance by Direct Debit and You may choose to pay over one of the Instalment Terms shown on the Application Form. You must pay the set amount each month until the Selected Plan is paid for in full. If You purchase more than one Plan, and You wish to pay over a set period, then You must have a separate Direct Debit Payment Arrangement for each of the Plans purchased. If You’re paying by Fixed Monthly Instalments by Direct Debit and don’t meet the Payment Arrangement at any time, We’ll allow 30 days grace during which time You can pay the outstanding payment due and Your Selected Plan will remain in place. If the outstanding payment isn’t received within 30 days, We may cancel the Selected Plan and return the money You’ve paid us under the Payment Arrangement, less a Cancellation Charge (see Section 19). If the amount paid to us is less than the Cancellation Charge, We have the right to ask You to pay us the balance of the Cancellation Charge.

If You’re paying by Fixed Monthly Instalments by Direct Debit and the Selected Plan hasn’t been paid in full at the time of the Plan Holder’s death, You (or the Representative if the Plan Holder was the Plan Purchaser) have the option to either:
- pay any amount still owing as a single payment, and We’ll issue a receipt as proof of payment. We must receive this payment in full before the funeral can be arranged. If not, We can’t provide the Plan Benefits.

or:

- cancel the Selected Plan by writing to Us. In this case, We will return all the payments made under the Payment Arrangement to You (or the Plan Holder’s estate if the Plan Holder was the Plan Purchaser), less a Cancellation Charge (see Section 19). If the amount paid to Us is less than the Cancellation Charge, We have the right to ask for the balance of the Cancellation Charge to be paid. If this happens, We will have no further
responsibilities to provide the Plan Benefits.

Early Settlement
If You’re paying by Fixed Monthly Instalments, and You wish to settle the balance of the Plan early, then this can be arranged by contacting Us on the number shown in Your Funeral Plan Documents Folder. Any settlement figure quoted will reflect the appropriate instalment adjustment and will be valid for 28 days from the date of issue.
Please note We won’t pay any interest on the payments You make to buy Your Selected Plan.

Paying by Fixed Monthly Payments (available for Set Plans only)
If You’ve chosen to pay by Fixed Monthly Payments, You must pay by Direct Debit. The amount of the Fixed Monthly Payment is defined by the Set Plan chosen, as well as the age of the Plan Holder. We’ll confirm the Fixed Monthly Payment in writing, once We’ve received and processed Your Application Form. Once agreed, the amount of Your monthly payment is fixed and won’t vary over time. The first payment will be due within one month of the Start Date of Your Selected Plan. You must keep up the payments until the anniversary of the Start Date immediately prior to the Plan Holder’s 90th birthday, or until the death of the Plan Holder if sooner. If You don’t keep to the Payment Arrangement, after You have paid Your first Fixed Monthly Payment, if any subsequent Fixed Monthly Payments are not paid on the due date, We will allow 30 days of grace during which time You can pay the outstanding Fixed Monthly Payment and Your Selected Plan will remain in place. If the outstanding Fixed Monthly Payment isn’t received within the 30 days grace period, Your Selected Plan will be cancelled, You won’t be entitled to the Plan Benefits and You won’t get any money back. If the Plan Holder’s date of death is more than two years from the Start Date and there are Fixed Monthly Payments outstanding at the time of the death of the Plan Holder, these must be paid to us prior to receipt of the Plan Benefits. The maximum that can be outstanding is two Fixed Monthly Payments.

Defaulting on the Payment Arrangement
Whatever Payment Arrangement You have chosen, We may ask another organisation to collect or receive the payments if You default on Your payments, and don’t comply with these Terms and Conditions.

7. How to claim the Plan Benefits

The Representative can claim the Plan Benefits at any funeral home that is part of the Co-op Group, other participating registered societies or co-operative societies and any other Funeral Director affiliated to Co-op Funeralcare.
After the death of the Plan Holder, the Representative must present the Funeral Director with:
- The Plan Holder’s Death Certificate and disposal certificate; and
- The Plan Summary (or a duplicate copy We have issued)

8. Unused services and additional services

No changes to Plan Benefits can be made following the death of the Plan Holder, either before or during the arrangement of their funeral.
The following conditions apply:
- If the Representative chooses not to use any of the services included in the
Plan, then these are non-refundable.
- If the Representative chooses to arrange additional services which are not
included in the Plan, then these will need to be paid for by the
Representative when the funeral is arranged.

9. What costs are INCLUDED in the Selected Plan?

Only the items specified below are included in Your Selected Plan. Any service or fee not mentioned below is excluded from Your Plan Benefits,
even if not mentioned in the examples of exclusions in Section 10.

Set Plans
Provided the Payment Arrangement has been met, our Set Plan guarantees to cover:
- All of the Funeral Director’s Services and Fees included in Your Set Plan as
detailed in Your Funeral Plan Summary or Brochure.
- Third Party Charges included in Your Set Funeral Plan which comprise:

For Cremation
- Fees payable for cremation documents (up to the maximum amount set by
the British Medical Association).
- Fees for cremation at a local crematorium.
- Minister or Officiant’s fee to perform a service at a local crematorium.

For Burial
If a new grave is required and the burial is to be at a local cemetery:
- A single interment fee including preparation of (but NOT the purchase of) the grave at a local cemetery
- A ceremony/service immediately prior to the burial, either at the local cemetery or at a separate location on the same day
- The Minister or Officiant’s fee
If a new grave is required and the burial is to be at a local churchyard or graveyard:
- The burial fee and gravedigger’s fee at a local churchyard or graveyard (but NOT the purchase of a grave)
- A service at a local church or a service at the graveside
- The Minister or Officiant’s fee
If You are using an existing grave and the burial is to be at a local cemetery:
- A single interment fee including preparation of the grave (note that removal
of concrete slabs and chippings to allow burial to take place may incur an
additional charge).
- A ceremony/service immediately prior to the burial, either at the local cemetery or at a separate location on the same day.
- The Minister or Officiant’s fee.
Tailor-made Plans
Provided the Payment Arrangement has been met, our Tailor-made Plan guarantees to cover the services itemised and costed on the Application Form. Only those services itemised and costed on the Application Form are included in the Plan Benefits.

10. Some examples of costs that are EXCLUDED from the Selected Plan

Examples of exclusions from Set Cremation Plans
Set Cremation Plans include ONLY those services specifically detailed on
Your Funeral Plan Summary or in the Brochure. Exclusions include, but are
not limited to:
- A ceremony/service at a different location to that where the cremation is to take place, either before or after the cremation, is not included.
- All costs related to the interment or disposal of ashes - such as Local Authority fees, Minister or Officiant’s fee, ashes caskets, transport costs, and any associated Funeral Director’s services necessary to carry out these arrangements - are not included.
- Charges relating to the provision of an organist, choir or live music (e.g. soloist, band) at the funeral ceremony/service are not included.

Examples of exclusions from Set Burial Plans
Set Burial Plans include ONLY those services specifically detailed within the Funeral Plan Summary (or in the Brochure). The following items are NOT included in the Set Burial Plan (but are not limited to):
- The purchase of a grave. You or the Representative are responsible for buying the grave. The Funeral Director will provide help and advice with regard to this matter.
- Where the Plan Holder isn’t eligible for burial as a resident under the criteria specified by the Local Authority who operate the chosen cemetery, multiple or increased interment fees may be applicable. Multiple or increased interment fees aren’t included in the Set Burial Plan. Only the standard single interment fee is included.
- The provision of a memorial, including a headstone The Funeral Director will provide help and advice with regard to this matter.
- Additional work on an existing memorial, such as cleaning, repair or additional inscriptions.
- The charges for removal or re-fixing of an existing memorial which may be required if You are using an existing grave.
- The cost of a temporary grave marker, which is in some cemeteries placed on a grave after the funeral until a headstone can be erected.
- Charges relating to the provision of an organist, choir, or live music (e.g. soloist, band) at the funeral ceremony/service are not included.

Exclusions from Tailor-made Plans
Only items specified and costed on the Application Form completed with Funeral Director/member of Funeral Planning Team are included in Your Tailor-made Plan. Examples of exclusions include, but are not limited to:
- Where a burial has been chosen, the Tailor-made Plan does not include the purchase of a grave. Unless a grave is pre-purchased, We cannot guarantee that the burial can be carried out at the chosen location, as the availability of a grave is entirely outside the control of the Funeral Director. We recommend that a grave is pre-purchased wherever possible to ensure that the burial can take placein the chosen location. If a grave isn’t pre-purchased (either at the time of arranging the Funeral Plan or at any time prior to the funeral) then the Representative will need to purchase one at the time of arranging the funeral before We’ll be able to deliver any of the Plan Benefits.
- Where the Plan Holder isn’t eligible for burial as a resident under the criteria specified by the Local Authority who operate the chosen cemetery, multiple or increased interment fees may be applicable. Unless detailed on Your Application Form, multiple or increased interment fees aren’t included in Your Tailor-made Plan.                                                          - Where additional costs are incurred by the Funeral Director, or there are additional Third Party Charges, as a result of a change of address of the Plan Holder.

11. Circumstances in which additional payments for Funeral Director’s Services and Fees/Third Party Charges may apply at the time of the funeral

For any of our Funeral Plans, We’ve the right to charge reasonable additional amounts at the time of the funeral for certain items or services, including additional amounts charged by Third Parties. These include, but are not limited to, the items/ services below:
- If the Representative requests that the funeral is conducted during a weekend, public holiday or out of normal hours (as defined by the local cemetery, churchyard, graveyard or crematorium authorities).
- Any additional costs associated with the provision of necessary vehicles and/or personnel required to comply with a request from the Representative to carry out a funeral at a specific time or date where this requires additional staffing/vehicles to be provided by the Funeral Director.
- Removing artificial limbs and mechanisms such as pacemakers.
- Transportation of the deceased outside a 50-mile radius and/or via routes that incur an additional charge by third parties (such as a ferry crossing). We’re entitled to charge a reasonable additional mileage charge and/or the costs charged by the third parties.
- To reflect the effect of any change in regulations, tax and laws on the performance of the Plan Benefits.

12. Tailor-made Memorial Masonry Plans

If You’ve chosen to arrange a separate Tailor-made Plan for a new memorial, or for an additional inscription and/or cleaning work on an existing memorial, then the following Section will apply:
- All specifications for memorials (including, but not limited to, size, type of stone, style of lettering, permitted designs) are governed by the authorities operating the cemeteries and churchyards and are subject to change over time. We have no control over these regulations. Our ability to provide the chosen memorial will be influenced by the regulations prevailing at the time the memorial is ordered (i.e. after the death of the Plan Holder).
- Once the funeral has taken place, following confirmation of the details with the Representative, We’ll place the memorial order. From this point, our standard conditions of sale and supply of memorial stones will apply. The Funeral Director will provide the Representative with a copy of these when the order is placed.
- It’s the responsibility of the Plan Purchaser to ensure that a grave is purchased separately. Details of the purchased grave will be requested by the Funeral Director when a Tailor-made Memorial Masonry Plan is arranged. If a grave is not purchased in advance of the funeral, then We can’t give any guarantee that the requested memorial can be erected in the chosen location. If the Plan Benefits can’t be provided due to a grave not having been purchased, then We’ve the right to refund any payments made, less the Cancellation Charge as outlined in Section 19, and We’ll have no further obligation to provide the Plan Benefits.
- If both a Tailor-made Funeral Plan and a Tailor-made Memorial Masonry Plan are purchased, and the Plan Purchaser chooses to pay by Direct Debit, then a separate Payment Arrangement will be required for each of the Plans.
- It’s not necessary for the Plan Holder to hold a Co-op Funeralcare Funeral Plan prior to taking out a Tailor-made Memorial Masonry Plan.

13. Funeral Requests (Set Plans only)

If any Funeral Requests have been recorded with Us, these will be passed on to the Funeral Director at the time of arranging the funeral. Funeral Requests don’t form a part of Your Plan Benefits and the Funeral Director can’t guarantee to carry them out. Neither We, nor the Funeral Director, are liable for the provision or cost (if any) of the Funeral Requests. Any additional costs will be notified to the Representative at the time of arranging the funeral, and payment will be required before the additional services can be provided.

14. Funeral Plan Arrangement Requests (Tailor-made Funeral Plans only)

If any Funeral Plan Arrangement Requests have been recorded with Us, these will be passed on to the Funeral Director at the time of arranging the funeral. The Funeral Director can’t guarantee to carry out these requests. Neither We, nor the Funeral Director, are liable for the provision or cost (if any) of the stated Funeral Plan Arrangement Requests unless, where relevant, the item has been specifically included on the Application Form for a Tailor-made Funeral Plan and paid for as part of Your Selected Plan. Any additional costs will be notified to the Representative at the prevailing price at the time of arranging the funeral, and payment will be required before the services can be provided.

15. Plan Discounts (if applicable)

No discount can be claimed retrospectively. Any discount must be validated and deducted from payment at the time of purchase of the Plan. Multiple discounts cannot be used against a Plan purchase at any time. Any discount is applied to the total price payable for the Plan i.e. after the Instalment Charge has been applied. Any Deposit will be applied to the full price of the Plan after the discount has been deducted. No discounts can be claimed if paying by Fixed Monthly Payments.

16. Availability

The passage of time and changes in personal circumstances may affect the availability of certain arrangements, products or services, such as coffin type, memorial materials/design, location of ceremony, or availability of specific personnel. If this happens, We may have to provide reasonable alternative places, products or services, or instruct reputable agents to provide the funeral on our behalf.

17. Changing Your Selected Plan

Set Funeral Plans
We can’t change or amend the contents of a Set Funeral Plan, for example by adding or removing individual items or services. If during the life of Your Selected Plan You wish to change to a different Funeral Plan, then You can upgrade from a Simple to Bronze, Bronze to Silver or Silver to Gold Plan.
You can’t change to a Set Plan with a lower value of services, i.e. from Gold to Silver.
- Regardless of the payment option You have chosen for the Plan, any upgrade will need to be paid for in a single payment, either by cheque or credit or debit card.
- The cost of any upgrade will be the difference between the prevailing Plan prices at the time the upgrade is made.
- Should You want to change to a different Set Funeral Plan, You must contact either Your local Co-op Funeralcare Funeral Home, or call the Funeral Planning Team on the number above. We’ll ask You to return to Us Your Funeral Plan Summary, and any copies We’ve sent to You.

Tailor-made Plans
We can make reasonable changes to Tailor-made Plans at any time during the life of the Your Tailor-made Plan on Your instruction. Changes must be discussed with either Your local Funeral Director or the Funeral Planning Team. If You call The Funeral Planning Team, any requests must be followed up in writing. Costs for the addition of further services will be provided at the prices prevailing at the time of the change request. All additions must be paid for in full with a single payment before Your Tailor-made Plan can be amended. We’ll issue You a new Plan Summary once all additional items have been requested and paid for in full. In the event of any removal of services from Your Tailor-made Plan, the amount refunded will be the amount paid for the services when You took out the Tailor-made Plan. If You move house and have a Tailor-made Plan, please contact Your local Co-op Funeral Director or the Funeral Planning Team, as We may need to make changes to Your Tailor-made Plan in order to deliver the Plan Benefits. Costs for any required changes will be provided at the prices prevailing at the time of the change request. These must be paid for in full with a single payment before Your Tailor-made Plan can be amended. We’ll issue You with a new Plan Summary once the required changes have been made and paid for in full.

18. Joint Funeral Plans only

Specific Terms and Conditions relating to Joint Funeral and Memorial Masonry Plans are as follows:
- A Joint Funeral Plan allows for a maximum of two Plan Holders to be eligible for the Plan Benefits, one of whom must be the Plan Purchaser. Only the Plan Purchaser can amend or cancel the Plan, except as outlined below.
- In the event of the death of either Plan Holder, all of the rights to the Plan transfer to the surviving Plan Holder
- The Application Form will specify whether Your Funeral Plan is for one Plan Holder (Single Plan) or either of two Plan Holders (Joint Plan). Once the Plan has been purchased, it’s not possible to change from a Single to a Joint Plan or vice versa. If such a change is required, then the Plan would need to be cancelled and the Cancellation Charge applied (see Section 19) and a new Plan arranged at the Plan prices prevailing at the time of re-arrangement.
- A Joint Plan can be used for the funeral or memorial of either of the Plan Holders. Only one Funeral Plan can be used for the funeral of any one Plan Holder and it’s the Plan Holder’s responsibility to ensure that no more than one Funeral Plan is held.

19. Cancelling Your Selected Plan

Whatever the Payment Arrangement, You can cancel Your Selected Plan within 30 days of the Start Date without giving any reason. The right to cancel can be exercised by delivering or sending (including by electronic mail to funeralplans@letsco-operate.com) a cancellation notice to Us at Customer Services, 12th Floor, Co-op Funeralcare Funeral Planning Team, Funeral Services Limited, 1 Angel Square, Manchester M60 0AG. You may use the attached model cancellation form. As long as You send Your cancellation communication before the cancellation period has expired You won’t have to pay a Cancellation Charge and any payments You’ve made during this time will be refunded to You in full.

PLEASE NOTE: If You requested the performance of the Selected Plan to commence during the cancellation period and this included the provision of goods to Your specifications or clearly personalised, the right to cancel doesn’t apply and You will need to pay for such goods. If You requested the performance of services to begin during the cancellation period, You shall pay Us an amount which is proportionate to the services performed up until the point You communicated Your cancellation of the Your Selected Plan.
Where You are due a reimbursement, We’ll make the reimbursement without undue delay and not later than 14 days after the day on which We are informed about Your decision to cancel the Selected Plan. We’ll reimburse You using the same means of payment as You used for the initial transaction, unless You have expressly agreed otherwise; in any event, You won’t incur any fees as a result of the reimbursement.

Cancelling after 30 days of the Start Date & paying in full or paying by Fixed Monthly Instalments by Direct Debit
Under these circumstances, the Cancellation Charges which will apply to our Plans are:
- All Tailor-made Funeral Plans and Set Funeral Plans, for both cremation and burial- £250
- Tailor-made Memorial Masonry Plans- £100

If You’re paying in full with a single payment or paying by Fixed Monthly Instalments by Direct Debit and want to cancel Your Selected Plan after 30 days, You must give Us written notice and if We have sent You a Plan Summary You must return it (and any copies We’ve sent You) to Us. We won’t be able to return any money You’ve paid unless We receive Your Plan Summary and we’ll then refund all the payments You have made for the Selected Plan (including any Deposit), less the appropriate Cancellation Charge. If the amount paid to Us is less than the Cancellation Charge, We’ve the right to ask You to pay Us the balance of the Cancellation Charge. You would then not be entitled to the Plan Benefits.

Cancelling after 30 days of the Start Date & paying by Fixed Monthly Payments
If You’re paying by Fixed Monthly Payments and want to cancel Your Selected Plan after 30 days, You must give us written notice. However, as there is no cash-in value at any time, You won’t get any money back and You won’t be entitled to the Plan Benefits.

20. If You want to arrange for another funeral provider to provide the funeral

The Plan Benefits are valid at any funeral home that is part of the Co-op Group, participating registered societies or co-operative societies and any other Funeral Director affiliated to Co-op Funeralcare. If at any time You or the Representative wants to arrange for another funeral provider to provide the Plan Holder’s funeral, then We have the right to cancel the Selected Plan and would have no further responsibilities to provide the Plan Benefits.
The terms of Section 19 ‘Cancelling Your Selected Plan’ will apply.

21. Unclaimed money and Plan Benefits

You or Your Representative are responsible for claiming the Plan Benefits. If the Plan Benefits have not been claimed by Your (or the Plan Holder’s ) 110th birthday, or if We’re told that You (or the Plan Holder ) may have died, then We may write to the last address We have for You, to attempt to determine whether You still intend to claim the Plan Benefits. If We don’t receive any response within 56 days of writing, We will consider that Your Representative has chosen not to claim the Plan Benefits. Under these circumstances, We’ve the right to cancel the Selected Plan and may keep any payments You have made.

On an Event of Default We’ll become entitled to keep any payments You’ve made subject to these Terms and Conditions and Section 25. Please refer to Section 25 which sets out what happens to your payments and how they are held on trust.

22. VAT

Our Set Plans don’t include Value Added Tax (VAT) because it’s not currently charged on the items/services included in our Set Plans. Some items on a Tailor-made Plan do include VAT, according to the regulations set out by HM Revenue and Customs. The items on which VAT is payable are shown as such on the Application Form. We include VAT on the cost of any items on Your Selected Plan for which VAT is currently payable. If Government policy changes and VAT is charged on all or any other part of the Plans in the future, including on the Instalment Charge, then We reserve the right to recover this cost from You or the Representative.

23. Change of Address

If You move, You should write and tell us Your new address:
FREEPOST RTBL-XHZT-KLGB
Co-op Funeralcare Funeral Planning Team 99X
12th Floor
1 Angel Square
Manchester
M60 0AG

If You move house and have a Tailor-made Plan, You must contact Your local Funeral Director or the Funeral Planning Team, as We may need to make changes to Your Tailor-made Plan in order to deliver the Plan Benefits.

24. Complaints procedure

If You’ve a complaint about Your Selected Plan, please write to us at the following address:
- Co-op Funeralcare Funeral Planning Team 99X, 12th Floor, 1 Angel Square, Manchester, M60 0AG.

If Your complaint can’t be resolved by the end of the next working day, We’ll write to You within 5 working days of receipt, and then try to settle the complaint within 28 days. If We can’t respond to the issue within 28 days, We’ll contact You to explain why this hasn’t been possible and when We’ll contact You again. If Your complaint hasn’t been resolved to Your satisfaction, then contact should be made with the Funeral Planning Authority (FPA) of which Co-op Funeralcare is a registered member (www.funeralplanningauthority.com Tel. 0845 601 9619). The FPA provides an independent conciliation and arbitration service through the Chartered Institute of Arbitrators.

25. Trust

Your payments in respect of Your Plan are held on trust for You by Us when We receive Your payments and then by the custodian trustee of the Trust. Your payments are held on trust for You absolutely until We provide Your Plan Benefits subject always to the Terms and Conditions applying from time to time to Your Plan.

In the event of a Termination Event, the Trust will come to an end and the custodian trustee will take such steps as are necessary to return Your payments (or the share in the trust fund they now represent) net of winding up costs to the Plan Holder or their Representative. You hereby agree that We can share Your (or the Plan Holder’s) details and the details of Your Plan to the current custodian trustee of the Trust.

Plans paid for by Fixed Monthly Payments                                                                                       If you are paying by Fixed Monthly Payments the money is invested in a Whole of Life policy with AXA Wealth Ltd.

26. General

Transferring the Plan Benefits                                                                                                       The Plan Purchaser may transfer the Plan Benefits to a different Plan Holder at any time by contacting us at Customer Services,12th Floor, Co-op Funeralcare Funeral Planning Team, Funeral Services Limited,1 Angel Square, Manchester M60 0AG Where you’re the Plan Purchaser, You agree with Us that this Agreement may be transferred to the Plan Holder in the event of Your death before the Plan Holder if the Plan Holder notifies Us accordingly; or if the Plan Holder and Plan Purchaser both so request and notify Us accordingly.

If paying by Fixed Monthly Payments then this does not apply.

No other person (including the Plan Holder if this is not the Plan Purchaser or a Representative) has any right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this Agreement. This does not affect any other rights these people may have.
If any part of the Agreement is not effective the rest of the Agreement will still apply.
English Law applies to this Agreement.
Any disputes or complaints will be dealt with in accordance with Section 24 or for information on the Online Disputes Resolution (ODR), please visit http://ec.europa.eu/odr.

Definitions

In these Terms and Conditions the following words have certain meanings:
Agreement – means the Application Form and these Terms and Conditions.
Application Form - means our Application Form that must be completed to buy Your Selected Plan as set out in Section 2.
Brochure - means the official brochure and inserts produced by Co-op Funeralcare applying at the Start Date, setting out details of our Plans including the Payment Arrangement.
Cancellation Charge - means the fee (inclusive of VAT) that is charged by us if You’re paying in full with a single payment or paying over a set period and the Selected Plan is cancelled after 30 days from the Start Date, either by Us or You. This fee is not applicable if You’ve chosen to pay by Fixed Monthly Payments.
Deposit - means the deposit (if any) of at least £500 that You pay for Your Selected Plan in accordance with these Terms and Conditions.
Event of Default - means
(a) You’re paying by Fixed Monthly Payments and either:
(i) those payments are not kept up until the anniversary of the Start Date immediately prior to the Plan Holder’s 90th birthday or their death if sooner; or
(ii) the Plan Holder dies within two years of the Start Date or
(b) You terminate Your Plan 30 days after the Start Date or
(c) We terminate Your Plan in accordance with the Terms and Conditions or
(d) funeral services in respect of the Plan Holder are performed by a Funeral Director other than a Funeral Director participating in the Business and no Termination Event has taken place or
(e) the period ending 12 months from the death of a Plan Holder expires without the Funeral Plan in respect of that Plan Holder being provided and no Termination Event has taken place or
(f) the period ending 110 years from the date of birth of a Plan Holder expires without the Funeral Plan in respect of that Plan Holder being provided and no Termination Event has taken place or
(g) the funeral in respect of a Plan Holder is held or to be conducted outside Great Britain or
(h) the death of the Plan Holder results from (or We cannot meet our obligations because of) war invasion act of foreign enemy hostilities (whether war be declared or not) civil war rebellion revolution insurrection terrorism military or usurped power riot or civil commotion.
Funeral Director(s) - means the Funeral Director(s) at Co-op Funeralcare selected by You to deliver the Plan Benefits or Your local Co-op Funeralcare Director as the context requires.
Funeral Director Services and Fees - means the services and fees that are supplied by the Funeral Director. Only those Funeral Director Services and Fees specified in Your Selected Plan are included in the Plan Benefits.
Funeral Plan(s)/Plan(s) - means the various Funeral and Memorial Masonry Plans set out in the Brochure and/or as stated on Your Application Form.
Funeral Plan Arrangement Requests (applies to Tailor-made Funeral Plans only) - means the requests relating to Your funeral arrangements You have recorded with the Funeral Director on the Application Form for a Tailor-made Funeral Plan.
Funeral Plan Documents Folder/Plan Documents Folder - means the documents issued to the Plan Purchaser once the completed Application Form and the Payment Arrangement have been processed by Us.
Funeral Plan Summary/Plan Summary - means the document that will be sent to You when We’ve received and processed Your completed Application Form and set up the associated Payment Arrangement. This Plan Summary details the Plan Benefits subject to the terms of the Plan, including the Payment Arrangement.
Funeral Requests (applies to Set Plans only) - means any wishes that relate to the services already included within the Set Plan detailed and registered with Us regarding how the Plan Holder would like its Representative to personalise the funeral and any requests for additional services not included in the Set Plan which will need to be arranged and paid for by the Representative at the time of the funeral. See Section 13 for more details.
Instalment Term – means the period over which You’ve agreed to purchase Your Funeral Plan.
Instalment Charge - means the amount that is charged in addition to the single payment price if You are paying over a set period greater than 12 months.
Joint Funeral Plan - means a Funeral Plan which has two named Plan Holders, one of whom must be the Plan Purchaser, and which will provide the Plan Benefits for one of these two Plan Holders.
Payment Arrangement - means the method You’ve chosen to pay for Your Selected Plan along with the associated payment terms. These are outlined below:
Paying in full with a single payment - means paying for Your Plan in full at the time of taking out Your Selected Plan.
Fixed Monthly Instalments - means paying (with or without a Deposit) towards Your Selected Plan each month over the set number of months You’ve selected, including any Instalment Charge applicable for this facility.
Fixed Monthly Payments - means the option referred to in Section 1 of these Terms to pay for Your Selected Plan on a monthly basis.
Plan Benefits - means the funeral services that Co-op Funeralcare will provide when You’ve met the terms of the Plan, including the Payment Arrangement.
- In the case of our Set Funeral Plans, the Plan Benefits are the items set out as specifically included in Your Selected Plan at the time of purchase in the Brochure and/or specified on Your Funeral Plan Summary.
- In the case of our Tailor-made Plans, the Plan Benefits are those that are itemised on Your Application Form and specified on Your Plan Summary.
Plan Holder(s) - means the person(s) who is/(are) covered by the Plan in the event of their death.
Plan Purchaser - means the person who buys the Plan and is the person who has the contractual rights to and obligations for the Plan, including meeting the Payment Arrangement. The Plan Purchaser may also be a Plan Holder.
Pre-paid Funeral Plan(s) - means the various Funeral and Memorial Masonry Plans as selected on Your Application Form.
Representative - means executor, trustee, personal representative or other representative who has been legally appointed and authorised to act on behalf of the Plan Holder after their death.
Selected Plan - means the Plan You’ve chosen to buy, either a Set Funeral Plan, or a Tailor-made Plan.
Set Funeral Plan/Set Cremation Plan/Set Burial Plan - means one of our Set Plans that are detailed in the Brochure.
Start Date - means the date that Your Selected Plan commences. This is shown on Your Plan Summary.
Tailor-made Plan - means a bespoke Funeral or Memorial Masonry Plan, only available through a Co-op Funeralcare Funeral Director.
Termination Event - means the first to occur of the following:
(a) any composition in satisfaction of our debts or scheme or arrangement of our affairs with our creditors
(b) any scheme for our reconstruction or amalgamation save that this provision shall not apply if the current custodian trustee of the Trust is advised by us that such scheme of reconstruction or amalgamation does not affect or prejudice the continuing existence and operation of our Pre-paid Funeral Plan business
(c) We enter into a creditors’ voluntary winding up
(d) an order is made for our winding-up, administration or dissolution
(e) a liquidator, receiver, administrative receiver, administrator or similar officer is appointed in respect of us other than for the purpose of a solvent reconstruction or amalgamation
(f) our auditors for the time being certify in writing that We are unable for whatever reason to continue the operation of the Pre-paid Funeral Plan business
(g) We enter into a members’ winding up which is subsequently converted to a creditors’ winding up.
Third Party Charges (also known as ‘disbursements’) - means the fees paid to third parties by the Funeral Director. Only those Third Party Charges specified in Your Selected Plan are included in the Plan Benefits.
Trust - means The Funeral Services Limited Funeral Plan Trust established
by deed dated September 2014 as amended, updated or replaced from
time to time.
Us/We - means Funeral Services Limited (30808R), a registered society registered in England and Wales, with registered office at 1 Angel Square, Manchester, M60 0AG. VAT registered 403 3146 04. Co-op Funeralcare is a trading name of Funeral Services Limited. Part of Co-operative Group Limited.
You - means the Plan Purchaser.

The Funeral Plan contract is made between you and Funeral Services Limited (registered number 30808R), a registered society registered in England and Wales, with registered office at 1 Angel Square, Manchester, M60 0AG. VAT registered 403 3146 04. Co-op Funeralcare is a trading name of Funeral Services Limited. Part of Co-operative Group Limited