Pre-paid funeral plans
may be circumstances in the future which mean that for reasons beyond our control we cannot offer some of the products or services exactly as you had expected (including, but not limited to, extreme weather conditions and third-party supplier failure). We will discuss this with you or the person responsible for arranging your funeral at the appropriate time. What’s a Nominated Representative? You will need to choose a person who we will notify of the existence of the funeral plan. This person is known as the Nominated Representative. This ensures that there is an awareness of the funeral plan, it is used and that the plan holder’s choice of funeral on their death is what takes place. Payment options We offer flexible payment options which include paying the cost in a single upfront payment or a choice of monthly instalment options over terms of up to 2 years. Where you choose to pay by instalments the payments may include a charge for the convenience of paying by instalments. Please ask us for details. How we keep your money safe All monies paid towards Southern Co-operative funeral plans (excluding admin and instalment fees) are invested in a regulated whole of life insurance policy in accordance with our statutory obligations. When you buy a plan from Southern Co-operative Funerals we buy a whole of life insurance policy with Royal London Mutual Insurance Society Limited (Royal London). Royal London is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. What if you want to cancel your plan? You can cancel your funeral plan (meaning you are ending the Contract) within 30 days of taking out the plan and receive a full refund. You have an additional 7 days to cancel the plan from the date that your nominated Funeral Director is confirmed by us if this date extends beyond the first 30 days since the plan was taken out. After this you may cancel your plan at any time by contacting us and you will receive a refund of the amounts you have paid. If you have paid in instalments and cancel the plan after the second anniversary of the contract start date, we will refund the amounts you have paid less the element representing the charge applied for the convenience of paying by instalments. Whether you have paid by instalments or not, we also reserve the right to deduct a cancellation fee of £200 from your refund. What if you want to make changes to your plan? You can alter your funeral plan at any time if you change your mind about the type of products and services you would like at the funeral. There are no administration fees for making these changes, but we will charge you the costs for any additional products or services according to our prevailing price list. Any reductions in the price of the products or services in our prevailing price list may result in a refund of amounts already paid. Vulnerable Customer Support Southern Co-operative Funerals operates a Vulnerable Customer Policy. This is designed and implemented to help customers who need extra support at any time during their funeral plan journey. Please telephone us on 0800 243 380 or email us if you would like to discuss what additional support we can offer you. What should you do if you have a query or complaint? If you have a query or complaint, please contact us via the contact details below and we will try to resolve it as soon as possible. We endeavor to come back to you within 8 weeks at the latest. If you are not happy with the way in which your query or complaint has been dealt with, you may be able to refer your complaint to the Financial Ombudsman Service or the National Association of Funeral Directors. You also have the right to use the courts to settle any dispute.
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