Pre-paid funeral plans
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? We recommend you choose someone to be your Nominated Representative. This ensures that there is someone else that has awareness of your funeral plan, it is used and that your choice of funeral on your death is what takes place. You can choose anyone you like to be your Nominated Representative but please check with them first that they are happy to be nominated. Please be aware that they will receive a nominated representative summary document containing a summary of your funeral plan and a copy of your funeral plan statement every three years. 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 5 years. Where you choose to pay by instalments of more than 12 months the payments will include a charge for the convenience of paying by instalments. Please ask us for details. If paying by instalments, our funeral plans must be fully paid on or before the plan holder’s 80th birthday. 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 funeral plan at any time by contacting us and you will receive a refund of the amounts you have paid less our admin and cancellation fees if you cancel after the first anniversary of Your Funeral Plan Commencement Date. These fees are for the work involved in setting up and managing your funeral plan and then cancelling it. We do not retain these fees if you cancel your funeral plan within the first 12 months. If you have chosen to pay by instalments, we will not refund the charges applied for the convenience of paying by instalments. The cost of the admin and cancellation fees and the instalment charges will be detailed in your Funeral Plan Summary Document or confirmed to You over the telephone so you will have sight of these before you agree to go ahead with your funeral plan. We may also charge you any third-party fees if we have incurred these costs and cannot recover them. Any third-party fees that cannot be recovered will be deducted from the value of the refund payable. 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 contact 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. You also have the right to use the courts to settle any dispute.
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